Delivery

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.

Need help tracking your order? Click here.

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:

1. You can log in to your account and select the 'Track my Order' tab
2. 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.

Courier-Post

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.

Shipping is free if the value of your order is over $150.

Orders under $150 will incur a flat rate fee of $12 within New Zealand.

You do not need to be home to accept your parcel as our orders are dispatched with Authority to Leave (ATL)*. 

If you are not at home when delivery is attempted, the courier driver will leave your parcel in a safe place.

If they deem it unsafe to leave your parcel unattended, they'll leave a collection card and you can collect your parcel from your local post office.  

*If you would prefer that your order is not dispatched with Authority to Leave, uncheck the option before placing your order. 

All online orders from our New Zealand online store will be dispatched with ‘Authority to Leave’ at the time of purchase.

By ticking the box or selecting 'yes' at the checkout page on the website, you’ve selected to have our nominated courier leave your parcel at your unattended premises in accordance with your instructions.

You agree that the parcel is deemed ‘delivered’ when left at your premises.

Although the courier will use their discretion, if they do not think it is safe to leave your parcel unattended, they will take your parcel to your local post office and will leave a card to collect.  

If you have enquiries relating to the whereabouts of your parcel - where possible we suggest following up with the courier directly.

Please note that Skechers New Zealand will not be held liable for any stock loss, due to theft or negligence when the authority to leave is selected at the time of checkout, and proof of delivery has been provided from our courier.

Once your order is placed, we're unable to upgrade or change the delivery method. 

Our teams are working hard to get your order to you ASAP. Once your order is on its way to you, you will receive an email with your tracking information. We appreciate your patience during this time.

Want it now? Skechers offers 1 Hour Click & Collect.

Place a Click & Collect order during store opening hours and you will receive your collection email within 1 hour. 

Please wait until you’ve received this email before heading in-store to collect.

Ts & Cs 

1 Hour Click & Collect is only available where your purchase:

• is finalised on a day on which your nominated Skechers store is open for business;
• is finalised one (1) hour before your nominated Skechers store closes for that day 
• is available for Click & Collect 
• is not affected by an event outside the reasonable control of Skechers (including any impediment caused by the fraud analytic pre-screening process or government lockdowns)

Click & Collect allows you to place an order online and pick up in your nominated store. Simply browse the website and find the products you want, then follow the steps below.

• Select your size
• Select 'Click & Collect' then enter your postcode & search radius and click 'Check'
• The closest stores to you with available stock will then be displayed, select your preferred store then click 'Buy & Collect In-Store'
• This will add the product to your cart, and you are free to browse and add other products to your cart
• Once you are ready to complete your order, click the cart icon in the top right corner to review your cart then click 'Proceed to Checkout'
• Now complete the order by entering your personal details and payment information.

Please note that Click & Collect is subject to stock availability. Click & Collect may not be available for some items if your local store(s) are sold out. 

Once you have successfully placed your order, wait for us to send you an email** telling you your order is ready, then simply go to your selected store with your tax invoice (which we send via email) and your photo ID (so we know it's you!) to grab your shoes!

**When you place a Click & Collect order within business hours, you will receive your collection email within 1 hour. Please wait until you have received this email before going in-store to collect.

Please note: If you need to nominate someone other than yourself to collect the order, we require prior contact with our Skechers Experts.

We may request to see the credit card used or speak to the cardholder at any stage. The nominee will also be required to show a form of I.D.

Once your order is placed, our in-store team will be notified and they'll get busy preparing your order. Once it's ready we'll send you an email letting you know and you can come and collect.

You’ll get an email notification once your order is ready to be picked up, so be sure to keep an eye out for this since it will be an indicator that you’re all clear to head into the store location and collect the order.

When you place a Click & Collect order within business hours, you will receive your collection email within 1 hour. Please wait until you have received this email before going in-store to collect. Please note that the 1 hour timeframe may be delayed during lockdowns.

To help us process your order quickly in-store, please ensure you bring along the following with you:

- Order Confirmation.

- Personal ID (ie, your driver's license, proof of age or passport).

 We may also request to see the credit/debit card used or speak to the cardholder.

Please note: If you need to nominate someone other than yourself to collect the order, we require prior contact with our Skechers Experts.*

*We may request to see the credit card used or speak to the cardholder at any stage. The nominee will also be required to show a form of I.D.

If for any reason you're unable to pick up your Click & Collect order from the store or would like to cancel, please get in touch with our Skechers Experts below and they will assist you.

Please ensure that you include your order number when contacting us so we can assist you in the quickest way possible.

Once you have placed an order, you will receive an email notification when it is ready to be picked up from your nominated store. We recommend checking your spam/junk mail as it can sometimes land in there.

No results when you enter your postcode for Click & Collect?

• Only local stores which have your item in stock will appear available for Click & Collect.

If Click & Collect is unavailable at your local store, we recommend having your item delivered! View our Delivery Timeframes here. 

Good to know:

• Due to demand, item(s) on sale tend to be limited in stock and therefore lowers the chance that your local store has it in stock and available for Click & Collect. 
• Called a store and they have the item in stock but the store is not appearing as an option for Click & Collect online? Our stores have thresholds in place - We recommend getting them delivered instead! 

Once your order has been placed, we're unable to modify your order. This includes changing the colour or size of an item, and adding or removing items from your order. 

If you notice that you've made a mistake on your order, please contact our Skechers Experts immediately, either via Live Chat or on 0800 753 243. There is a short window of time before its packed, in which we will attempt to cancel the order for you so that you can reorder the correct size, colour or item. 

If outside of working hours, please lodge an enquiry via Email. 

Please note: If your order is no longer eligible for cancellation, once you've received your item(s), you can you can return them in accordance with our returns policy. 

Should you wish to cancel your order, please contact our Skechers Experts immediately, either via Live Chat or on 0800 753 243. We will try our best to accommodate your request, however, due to our fast dispatch and turnaround times we cannot guarantee this. 

If outside of working hours, please lodge an enquiry via email. 

Important to note: We are unable to cancel orders after items have been shipped. Once you receive your item(s), you can return them in accordance with our Returns Policy.

Should you wish to update the delivery address on your order, please contact our Customer Experience Team immediately, either via Live Chat or on 0800 753 243 and press option 2 once prompted.

We will try our best to accommodate your request, however, due to our fast dispatch and turnaround times, we cannot guarantee this. 

If you are unable to get into contact with us, please reach out to the courier and provide them with your tracking number. They will be able to assist you. 

Important to note:
Any address updates done by the courier will add an additional business day for delivery on top of the standard delivery time.

We can understand how frustrating this can be! 

If you haven't received an order confirmation via email shortly after your purchase this may be due to:

• A small typo in the email address entered at the checkout
• Your order is still processing in our systems
• The email has been marked as spam and has been moved to your junk/spam folder

If you still haven't received it within 24 hours, contact our Skechers Experts with the info below and we'll locate and resend your order confirmation. 

• First name and last name the order was placed under 
• Date when the order was placed 
• Payment method used 

Only received part of your order?

If you have ordered a few items, we may need to fulfil your order from multiple locations. This means we will pack and ship your items separately and therefore some items may arrive at a later date, even though you ordered everything together. We call this a split order. 

How do I track the rest of my order?

If your order has been split, you will receive an email with your tracking details for each separate delivery.

Please note: You won't receive both tracking numbers at the same time as they will be dispatched separately, from different locations, which means different dispatch times. 

If your order arrives and you're missing one or more items, we recommend double checking your emails to see if you've received any additional tracking numbers. If not, feel free to contact our Customer Experience Team below and we can provide you with tracking updates. 

Click here for steps on how to track your 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. 
We also recommend checking your spam/junk inbox as it can sometimes land in there.

Click here for ways to track your order.

You can view our Delivery Timeframes to help you estimate the arrival of your order.

We apologise if you've received the wrong order! 

Please contact our Skechers Experts to organise a solution.

*You will be asked to provide proof of purchase as well as some photographs of what you received.

Your parcel will only be left unattended at your address if our courier partner deems it safe to leave. If the courier determines that it may be unsafe to leave your parcel unattended, it will be dropped off at your local post office for you to collect.

Once your parcel has arrived at the post office, you have up to 10 business days to collect. If not, the parcel will be returned to sender and unfortunately we cannot send the parcel back out to you.

Rest assured that you will be refunded once your parcel makes its way back to the warehouse.

We understand that this is frustrating however we have these protocols put in place to prevent your purchases from falling into the wrong hands.

We understand that you're looking forward to your new item(s), so we suggest repurchasing and organizing for them to be delivered to a location where they can be signed for such as your place of work.

If you have any further enquiries, please get in touch with the Skechers Experts below and we’ll be able to assist you.

If the courier believes that it is unsafe to leave your parcel unattended, they will take your parcel to your local post office and will leave a card for you to collect.

We apologise for any inconvenience this may have caused however we would hate to see your parcel end up in the wrong hands. 

If you have any enquiries relating to the whereabouts of your parcel, we advise that you contact the courier service. 

Alternatively, you can reach out to the Skechers Experts below and we’ll be able to assist you.

Please note that shipping and handling times can take anywhere between 2-9 business days, as your order could be coming from any one of our National stores. 

Your order confirmation will be sent to the email address that was entered upon placing the order.

Once your item/s have been dispatched, you will receive your tracking details.

If your size isn't available in-store, our team can order your item from another store and have it delivered to your house.

When placing an order in-store, please double-check that you provide your correct delivery address and contact details. 

Your item will be delivered within 2-9 business days. 

Returning an in-store order

If you wish to return an item you ordered in-store, please visit us in-store for a refund.
We are currently unable to facilitate an online return for an in-store order. When returning your item in-store please bring along proof of purchase and ensure that your item meets our Returns Policy conditions. 

Please note: If we are unable to fulfill your in-store order please visit us in-store to claim your refund. If you don't claim your refund within 60 days, we'll email another reminder. If your credit remains unclaimed after 90 days, it'll be issued in the form of a gift card.