Returns & Exchanges – Skechers NZ - Customer Experience Centre

Can I return or exchange my items?

Ordered the wrong size or had a change of mind?

We want you to be 100% happy with your items, so if you change your mind we'll happily accept a return or exchange within 30 days of purchase. Double-check that your items meet our in-store or online Returns Policy.

Important to note! We do not offer exchanges for online orders. You'll automatically be issued a refund for any returned items. If you would like to exchange an item, we recommend placing a new order online and returning your existing item.

Orders purchased via PayPal cannot be returned in-store and will need to be returned online.

3 main requirements:

Returned within 30 days of purchase (with proof of purchase available if requested).
Unworn, unwashed and undamaged with original tags attached.
In original packaging and condition. Items cannot be sent back with their packaging exposed, taped up or otherwise damaged.

If you purchased online, 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.

Please follow the instructions here on how to organise your return.

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How do I book a return?

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. Check out our Online Returns Policy.

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.

Online return instructions

Ensure you meet our 3 simple conditions for successful returns.
Contact our Skechers Experts here to organise a return. You will be issued an address label.
Pack your return in another carton or satchel to protect the original packaging.
Print off the return label. Do not attach this label directly to the shoebox. The shoebox must be protected in a satchel or packaging. Please note that this is not a prepaid label and will require postage to be paid for at your nearest post office.
Visit your nearest Post Office to pay for and drop off the parcel.

Please note: We reserve the right to reject any returns that do not meet these requirements.
All online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse.

What's next?

Please allow time for your return to reach our warehouse. This time may vary depending on your location. We recommend holding onto your return tracking number so you can track when it reaches us.

If approved, refunds are processed by our returns warehouse within 2-5 business days.

Once processed, the refund will show in your account within 2-5 business days, depending on your financial institution.

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Do I need to pay for returns shipping?

You are responsible for any costs associated with returning your order.

You are welcome to post your back to our online warehouse and we will refund your order as per your original payment method.

Please note that we do not offer exchanges for online orders. If you would like to exchange an item, we recommend that you place a new order online and simply return your existing item.

If you would like to avoid return postage fees, you are welcome to visit one of our stores and return your shoes in person. Please note, we can not facilitate Paypal refunds in store.

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How do I return an Afterpay purchase?

If you paid for your order via Afterpay, you are welcome to head to your nearest store and return the item/s in person or you can post your item back to our online store if the item/s meet our returns requirements.

When your refund is processed, Afterpay will send you an email and make the necessary adjustments to your payment schedule.

For example, if you've made two repayments you will be refunded for those two payments and all further payments will be cancelled.

Unfortunately, we are unable to facilitate exchanges, but you are welcome to repurchase on a new barcode.

If you have any further enquiries regarding Afterpay, you can head to their website for more information.

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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 refund for the price paid.

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How can I return a Click and Collect order?

Due to the impact of COVID-19, please refer to our strict hygiene & social distancing measures before heading into the store to return your order.

Click and Collect orders can be returned the same as any other online order and your options will depend on which payment type you have used to make your purchase. To find out more, please take a look at our Returns Policy.

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