Delivery

Our stores outside of Auckland are now open to the public, with safety protocols in place to comply with government directives. Click here for more information on our in-store safety measures.

Frequently Asked Questions

Can I still return or exchange my item(s) outside of the 30 day period due to lockdown?

We're constantly checking Government updates and directives, so if a town, region, or city-wide lockdown impacts your ability to return your item, don't worry! Our 30-day returns & exchanges policy remains, but we won't count the days those stores are closed. Customers can head into their nearest store and our teams will happily process a return or an exchange. Find your nearest store here.

How can I check if an item is available at a store?

Our stores are currently receiving a high number of calls, and are unable to assist with any stock availability enquiries over the phone right now. The best way to find out whether an item is available in a particular store is to get in touch with our Online Customer Experience Team below. Alternatively, you can visit our store where one of our friendly team members will be able to help. Click here to find your nearest store.

NZ Update: Our Auckland store is temporarily closed following Government directives. Click here for more information. All other stores are open with safety protocols in place to comply with Government directives.

Delivery

Due to extended COVID-19 lockdowns and high parcel volumes, there will be dispatch delays. Click here for more information.

Returns & Exchanges

We're constantly checking Government updates and directives, so if an area, city or state lockdown impacts your ability to return your item, don't worry! Our 30-day returns & exchanges policy remains, but we won't count the days those stores are closed.

Please see our COVID safe plan below: 

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.

Click & Collect 

Update: Click & Collect is unavailable at our Auckland stores. 
Please see below for the latest update on our Click & Collect service:

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.

Please note: Due to disruptions in flight schedules because of COVID-19 restrictions, we are experiencing delays. Our team are working hard to ensure you get your order as soon as possible.

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.

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. 

Please note: Due to disruptions in flight schedules because of COVID-19 restrictions, we are experiencing delays. Our team are working hard to ensure you get your order as soon as possible.

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 $100.

Orders under $100 will incur a flat rate fee of $10 within New Zealand.

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.

During working hours, please get in touch with a Skechers Expert via Live Chat  or call on 0800 753 243 and press option 2 once prompted. They'll do their best to try and cancel for you, however, due to the nature of quick turnaround times for our orders, we cannot guarantee this.

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

We take pride in our fast delivery which means that most orders are packed and dispatched within a short amount of time. 

However, there is a small window from the time you place the order to the point it is ready to be shipped that we can try and cancel for you.

Important to note: If your order has already been shipped then we are unable to make any changes. Once you receive your item(s), you can return them in accordance with our Returns Policy.

Once an order has been placed, you cannot change the address under your account.

However, there is a small window from the time you place the order to the point it is ready to be shipped that we can try and update the address for you. Please contact our Skechers Experts through Live Chat or call them on 0800 753 243 and press option 2 once prompted. They'll do their best to try and update the address for you, however, due to the nature of quick turnaround times for our orders, we cannot guarantee this.

If unable to do so, please get in contact with the courier and provide them with your tracking number (can be found in your dispatch email). They will be able to update your address.

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.

Update: Click & Collect is currently unavailable at our Auckland stores. 

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)

Update: Click & Collect is currently unavailable at our Auckland stores. 

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.

Update: Click & Collect is currently unavailable at our Auckland stores. 

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.

Update: Click & Collect is temporarily unavailable.

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! 

Only received part of your order?

We really don't want you to miss out on anything that you've ordered, so sometimes we fill orders from multiple warehouses which may result in separate deliveries. This is called a split order. We do this to make sure you can get your full order from all over New Zealand.

How does it work? If your order has been split into two parts and if one item is dispatched, you'll receive your first tracking number. When your second item is dispatched, you'll receive your second tracking number. You won't receive both tracking numbers at the same time because it's the order is fulfilled from separate warehouses which means different dispatch times.

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 really don't want you to miss out on anything that you've ordered, so sometimes we fill orders from multiple warehouses which may result in separate deliveries. This is called a split order. We do this to make sure you can get your full order from all over New Zealand.

How does it work?

If your order has been split you'll receive your first tracking order once the first half of the order has been dispatched, and you'll receive the second tracking number once the second half of the order has been dispatched. 

Your items will likely arrive at different times due to the different dispatch times.

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.

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.

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.

Returning an item:

If you would like to return your item, please ensure that your items adhere to our Returns Policy.

Please note that a refund can only be processed in-store at this time as we are working towards solidifying a seamless refund experience. Please ensure that you bring along your proof of purchase when returning an item back in-store.

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 would like to return your item, please ensure that you adhere to our Returns Policy.

Please note that a refund can only be processed in-store at this time as we are working towards solidifying a seamless refund experience. Please ensure that you bring along your proof of purchase when returning an item in-store.