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In-store COVID Safe Plan
COVID SAFE PLAN
Hygiene and social distancing measures
To help make our stores safer, we’ve introduced several measures to help us maintain an appropriate distance from each other while in our stores. We will review and adapt these in-store measures as the environment evolves.
Introduce a limit to the number of customers in-store at any given time.
Our stores will have signage displayed with the max capacity allowed in-store at any one time.
If the store has reached capacity, the number of customers will be managed using a one in, one out policy.
Mandatory face masks in-store
Face masks are mandatory when shopping in our stores.
Click & Collect
Region Click & Collect Service Auckland Click & Collect
Greater New Zealand Click & Collect
Maintain 2 metres apart from each other where possible
Social distancing tape will be placed around our floors and seating areas. These can be found throughout the store as reminders, as well as areas where you may be required to queue.
Use EFTPOS/Paywave/Tap n Go services available
We strongly encourage you to use your card or phone to tap and pay instead of cash, whenever possible.
Use sanitisation station upon entering the store
Hand sanitiser will be available for all customers upon entry.
Regular cleaning routines throughout the entire store
We apply the highest standard of cleanliness and hygiene across our stores. We have increased the routine cleaning of frequently touched hard surfaces.
Remove and put on your own footwear
Our team will still be available to assist you with any sizing questions you may have, however they will maintain 2-metre distance to comply with social distancing! We will also have disposable try-on socks and gloves available.
Training for team members on social distancing and additional hygiene measures
All of our team members will be required to complete a training course.
Thank you for playing your part in helping us practise social distancing. We appreciate your continued support as we work through this together.
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How long does delivery take?
19/5/22: Due to current weather conditions, we are experiencing delivery delays of up to 2 days. Our couriers are working hard to get your order delivered as quickly as possible.
DELIVERY OPTION DELIVERY TIME ORDER OVER $150 ORDER UNDER $150 New Zealand Metropolitan Areas 2 - 5 Business Days FREE $12 New Zealand Rural Areas 4 -7 Business Days FREE $12 Important to note:
1. We do our best to fill your orders from our New Zealand warehouses, but there are occasions when we fulfil from our Australian warehouses resulting in slight delays. This is to ensure you don’t miss out on anything you’ve ordered.
2. Delivery times may vary during peak sale periods. Please allow an additional 2-4 business days on top of standard delivery times.3. Delivery services do not run on National Public Holidays. Please click here for more information.
4. Shipping times are a guideline only and cannot be guaranteed based on possible courier delivery issues, or any other unforeseen or unavoidable external events (such as severe weather conditions) beyond the control of Skechers.
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Need help tracking your order? Click here. -
How do I track my order?
If you haven't yet received a tracking number, it just means we're working on processing your order. You'll receive an automated notification with your tracking number once your order has been dispatched.
You can view our Delivery Timeframes to help you estimate the arrival of your order.
Tracking your order:
- You can log in to your account and select the 'Track my Order' tab
- Checked out as a guest? 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. Pop the tracking number (can be found in your tracking email) into the tracking portals below to follow your Skechers order.
SEKO
Note: It can take anywhere between 24-48 hours for the tracking number to become available on the courier's website.
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 Skechers Experts below and we'll help track it down.
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What is your latest Returns Policy for in-store purchases?
Need to return your items? 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.
3 simple conditions for a successful return:
- Item(s) were purchased in the last 30 days and proof of purchase can be provided.
- Item(s) must be unworn & undamaged with original tags attached.
- Items are in their original packaging (shoebox) and in original condition.
Shoes must be returned in their original, undamaged shoebox.
In-store conditions
In-store purchases cannot be returned or refunded to the online store at this point in time.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 team to decide whether a full refund will be provided.
Credit notes are valid for 12 months.
Credit notes must be presented at time of redemption.
Faulty itemsWe will gladly accept returns for any faulty item(s) provided that it is a genuine manufacturing fault.
Please click here for more information on in-store faulty assessments.
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What is your latest Returns Policy for online purchases?
Need to return your items? 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.
3 simple conditions for a successful return:
RETURNED WITHIN 30 DAYS OF PURCHASE
ITEM(S) ARE UNWORN & UNDAMAGED
IN ORIGINAL PACKAGING AND CONDITION
Item(s) were purchased in the last 30 days and proof of purchase can be provided.
Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached
Item(s) are in original packaging or shoebox in their original condition
Shoes must be returned in their original, undamaged shoebox. 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 to protect the shoebox during transit. *
Important to note: Orders returned online will be issued a full refund only. If you'd like to exchange online, please place a new order and return your existing item for a refund.
*We reserve the right to reject any returns that do not meet these requirements.
RETURN OPTIONS
CREDIT CARD PURCHASES PAYPAL PURCHASES AFTERPAY PURCHASES RETURN ONLINE Refund Available Refund Available Refund Available RETURN IN STORE Exchange, store credit or refund available. Refund and exchange available. Refund and exchange available. 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.
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 all online returns must be sent from at your local post office. We do not accept direct returns to the warehouse.How is the refund processed?
Once you have sent your parcel back to our warehouse and we have received it, we will process your return within 2-3 business days. We recommend noting your return tracking number, that way you can track your order and see when it reaches us.
I paid with Credit Card: Once processed, the refund will appear in your account within 2-5 business days, depending on your financial institution.
I paid with PayPal: Once processed, PayPal will be in touch when they have finalised your refund/made adjustments to your account or payment schedule.
I paid with Afterpay: Once processed, Afterpay will send you an email and make the necessary adjustments to your payment schedule. For more information, head to their website.
*Please allow an additional 1-2 business days for refund processing over sales periods and public holidays.
Faulty items
If you believe you have received a faulty item, please do not submit a return as our returns warehouse does not process faulty assessments. Please read about our Faulty Assessment process here.
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 Skechers Experts below with as many details as possible about the order. We'll request your order/receipt number and photographs of the tongues, tops, sides, soles and fault.
Third-Party & International Purchases
Purchases made online from overseas distributors, outlets or third-party websites such as eBay cannot be exchanged, replaced or returned by Skechers New Zealand; we advise you to contact the place of purchase for any warranty claims. We do not accept incorrect sizing exchanges or change-of-mind returns for overseas purchases.
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