FREQUENTLY ASKED QUESTIONS

• Delivery Information

  We aim to deliver your order within 2-5 business days almost anywhere in New Zealand.*

  Orders with multiple items may be dispatched from separate locations and as a result, you may receive your order in multiple consignments. If this is the case you will receive separate tracking for each part of your delivery. 

  *Please note that some orders will be dispatched from our Australian warehouse which can extend the delivery time. The delivery times below are estimates and can vary depending on your location.*

  DELIVERY OPTION	DELIVERY TIME	ORDER OVER $120	ORDER UNDER $120
  New Zealand Metropolitan Areas	3-5 Business Days	FREE	$10
  New Zealand Rural Areas	4-7 Business Days	FREE	$10

  
  We send regular tracking emails to keep you updated throughout your purchase journey.

  We send regular tracking emails to keep you updated throughout your purchase journey. For Standard Delivery orders, you will receive an automated notification (via email or SMS) once your order has been dispatched.

  We currently use two couriers for all New Zealand orders so if your tracking number does not work for the Courier-Post portal, please use the SEKO portal.

  Courier-Post

  SEKO

  Only received part of your order?

  We ship from multiple warehouses! You'll receive separate tracking emails and shipping times might be different.
  
  If you haven't received your order by the estimated delivery date, contact the Customer Experience team below and we'll help track it down.

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• How do I track my order?

  We send regular tracking emails to keep you updated throughout your purchase journey. For Standard Delivery orders, you will receive an automated notification (via email or SMS) once your order has been dispatched.

  We currently use two couriers for all New Zealand orders so if your tracking number does not work for the Courier-Post portal, please use the SEKO portal.

  Courier-Post

  SEKO

  Only received part of your order?

  We ship from multiple warehouses. You'll receive separate tracking emails and shipping times will vary depending on the location it has been dispatched from.

  If you haven't received your order by the estimated delivery date, contact the Customer Experience team below and we'll help track it down.

   P.S Don’t forget to check your spam.

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• I have received the wrong order?

  Sometimes we make mistakes, we apologise if you have not received what you ordered.

  Please contact our Customer Experience team to organise a solution.
  
  *You will be asked to provide proof of purchase as well as some photographs of what you received.

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• Returns Policy

  We want you to be completely satisfied with our products and we will gladly accept returns within 30 days of receipt where the products are in new, unworn with tags attached and in their original packaging.
    

  	CREDIT CARD PURCHASES	PAYPAL PURCHASES	AFTERPAY PURCHASES
  RETURN ONLINE	Refund Available	Refund Available	Refund Available
  RETURN IN STORE	Exchange, store credit or refund available	No refunds are available. Exchange available for size online	Refund available. No exchanges

   3 simple conditions for a successful return:   
  
  

   Please note that all returns cannot be sent with the shoebox taped up, written on or exposed. Please use either the original postage bag or an inside out plastic shopping bag. *

  *We reserve the right to reject any returns that do not meet these requirements.

  If you would like to avoid return postage fees, you are welcome to visit one of our stores and return or exchange your shoes in person. Please note that we cannot facilitate Paypal refunds in-store.
  
  You may also return your items back to our online warehouse and you will be provided with a full refund. Please note that we do not offer exchanges for online orders. If you would like to exchange an item, we recommend placing a new order online and return your existing item. Alternatively, you can visit one of our stores to exchange your item.

  Refunds

  Upon receipt, a returned item will be processed by our returns warehouse within 2-3 business days.
  
  Once processed, the refund will show in your account within 2-5 business days, depending on your financial institution.
  
  Please note that with any Public Holidays, there will be an additional 1-2 business days for your return to be processed.

   Online conditions:

  • Online refunds will be processed once a return has been received at our warehouse and reviewed by the customer care team. We’ll send you an email after your items have been reviewed, which may take up to 2 business days.
  • Online purchases using credit/debit cards may be refunded or exchanged in-store. Please ensure you have your proof of purchase for our Skechers team member to assist you.
  • Online purchases using PayPal can only be returned to the online store.

  In-store conditions:

  • In-store purchases cannot be returned or refunded to the online store at this point in time.
  • If you purchased online and picked up in-store using our Click and Collect service, then you are eligible for an exchange or full refund.

  Exchanges & Store Credit

  In-store purchases that are eligible for return and within 30 days of receipt may be exchanged for other items, or store credit provided. It is at the discretion of our Skechers team to decide whether a full refund will be provided.

  Cost of Returns

  You are responsible for the costs of returning any item(s) to our online store. Any returned item(s) are your property and remain your responsibility until they reach our warehouse.
  
  

  Faulty Items

  Returns will be accepted on any faulty item(s)  within a reasonable timeframe.

  If you believe your online purchase arrived with a manufacturing fault, or you received something different to your original order, we'll be happy to cover the cost of the return.

  If this is the case, please contact our friendly Customer Experience Team with as much detail as possible about the order.

  *Please do not return any faulty items without contacting us first.

   

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• How do I book a return?

  If you would like to avoid postage fees, you are welcome to head into your local store and return the item in person, as long as you meet the below return conditions. Please note that we are unable to facilitate PayPal returns in-store. You can check out our Returns Policy for more information.

  3 simple conditions for a successful return:
  
   

  How to return your item:

  You can return any item to us in-store, just be sure to meet the conditions above and bring your proof of purchase. 
  Find your nearest store here.
  
  To return to our online store:

  1. Ensure you meet our 3 simple conditions for successful returns.
  2. Contact our Customer Experience Team to organise a return.
  3. Pack your return in another carton or satchel to protect the original packaging.
  4. Print off a shipping label and attach it to the package.
     
     *Please note We reserve the right to reject any returns that do not meet these requirements.

  What's next?

  Please allow time for your return to reach our warehouse. This time may vary depending on your location.

  If approved, refunds are processed by our returns warehouse within 2-3 business days.

  Once processed, the refund will show in your account within 2-5 business days, depending on your financial institution.
  
  Please note that with any Public Holidays, there will be an additional 1-2 business days for your return to be processed.

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• Can I return a sale item?

  You are most welcome to return a sale item, as long as it meets our return conditions. 

  Even if your item was purchased at a sale price, you are welcome to return and receive a full refund for the price paid. 

  You can check out our Returns Policy for more information.

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• How do I keep my Skechers clean?

  It is recommended to spray all Skechers shoes with our Rain and Stain Waterproof Spray prior to wearing. Give your shoes a thorough spray and leave to dry away from direct sunlight. A second coat is also recommended.

  To keep your shoes fresh and deodorized, we suggest using our Shoe Care Odor Eliminator Spray. It is specially formulated to keep Skechers shoes feeling and smelling fresh.

  Brighten and clean your shoes to look like new with our Shoe Care Athletic Cleanser Gel, specially formulated to brighten and clean leather, suede or fabric footwear. This is a perfect shoe conditioner for removing surface stains.

  Please see a break down of styles and recommended treatment below:

  Performance Shoes: Most Skechers GOwalk and GOrun shoes with non-leather uppers can be cleaned by using our Skechers Athletic Cleanser gel and a soft cloth. We do not recommend fully submerging your item in water or through the washing machine as this can compromise the material and stitching of the shoe.

  Air dry away from harsh conditions or direct sunlight for up to 12 hours to ensure your item is fully dry, do not place shoes in the dryer. Apply a fabric 'rain and stain' protectant to protect the shoes from stains.

  Nylon/Mesh Shoes: Most casual shoes can be cleaned using our Skechers Athletic Cleanser gel and a soft cloth. We do not recommend fully submerging your item in water or through the washing machine as this can compromise the material and stitching of the shoe.

  Air dry away from harsh conditions or direct sunlight for up to 12 hours to ensure your item is fully dry, do not place shoes in the dryer. Apply a fabric 'rain and stain' protectant to protect the shoes from stains.

  Skechers Memory Foam™ Insoles: For shoes with these amazing insoles, we recommend removing the insole from your shoes (yep that’s right, they’re removable) at least once every couple of months to allow this amazing technology to “puff” back to its original shape.

  This will allow your insole to breathe and assist with the longevity of your item. If you opt to clean your insoles, please be sure to let them air dry away from harsh conditions or direct sunlight for 10 to 12 hours to ensure the insoles are fully dry before placing them back in your pair. We would recommend using our Shoe Care Odor Eliminator Spray to finish.

  Leather Shoes: Apply our leather 'rain and stain' protectant before wearing. Use a leather cleaning lotion or spray to clean, our Skechers Athletic Cleanser gel would be ideal. Apply a leather lotion or oil periodically to keep the leather supple. Do not machine wash leather shoes.

  Suede or Nubuck Shoes: Apply a suede and nubuck-specific 'rain and stain' protectant before wearing in wet conditions. Use a suede/nubuck cleaning product to clean shoes. Brush with a suede brush for best results. Do not machine wash suede or nubuck shoes.

  Light-Up Shoes: Washing light-up shoes, in any capacity, is not advised as this will damage the lights irreparably.

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