Returns & Exchanges – Skechers NZ - Customer Experience Centre

Can I exchange my items?

Accidentally ordered the wrong size or had a change of mind?

We offer both return and exchange options, provided your items meet our Returns Policy.

Exchanging online

If you wish to exchange online, we recommend placing a new order and returning your existing item online for a refund. Orders returned online will be issued a full refund only.

Our online return instructions will guide you through the returns process.

Exchanging in-store

Our in-store team will happily process exchanges for store purchases and online purchases made with credit card or Afterpay.

Afterpay purchases will be refunded and your new item processed on a new barcode.

Please note that PayPal purchases can only be exchanged for a different size in the exact style. As PayPal is a heavily encrypted, secure payment method, our store systems are unable to process PayPal transactions. PayPal orders must be returned online if you are not exchanging sizes in the exact style.

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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.

Top tip: We recommend trying your new shoes on inside to ensure they meet our return requirements if you need to return them.

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.

Shoes must be returned in their original, undamaged shoebox.

If you believe you have received a faulty item, please do not submit a general return without contacting us first as our returns warehouse does not process faulty assessments. Please read about our Faulty Assessment process here.

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 2-3 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 return postage?

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

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

Please note: 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.

Organise your online return here.

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.

View our full Returns Policy here.

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Can I return a PayPal order in-store?

Unfortunately, PayPal orders cannot be refunded in-store. As PayPal is a heavily encrypted, secure payment method, our store systems are unable to process PayPal refunds.

If your item meets our Returns Policy, you are welcome to return to our online store and we will initiate a refund for your order.

PayPal will be in touch once they have finalised your refund and you can then transfer the funds into your bank account if you wish.

Refer to our guide on how to book a return.

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.

Did you know? PayPal refunds return shipping fees! You can check out this link for more information.

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I can't return my order because it's 'Processing'?

We apologise - we are experiencing a technical glitch that means orders get stuck in the "Processing" stage in our system despite being completed.

If you are experiencing problems with creating a return label because of this issue, please get in contact with our Skechers Experts and we'll be able to help you out.

Please remember to include the below information when contacting our team as it helps to speed up the process:

Order confirmation
Item(s) you are wanting to return.

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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 do I package my return?

It’s important to take care when packaging your return to ensure that the shoe box is undamaged. To meet the conditions in our Returns Policy, returns cannot be sent with the shoebox taped up, written on or exposed.

We suggest turning the original packaging or a reusable shopping bag inside out to package your return in and protect it during transit.

Alternatively, you can purchase a satchel from the post office to return your order in.

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How will I receive my refund?

Due to the impact of COVID-19, we're experiencing delays in processing returns of up to 5-7 business days.

You will be refunded according to your original payment method within 2-5 business days* of your return being processed:

Debit or credit card

Your refund will reflect in your account within 2-5 business days of your return being processed.

PayPal

We will initiate your refund, and PayPal will be in touch once they have finalised your refund. You'll be able to transfer the funds from PayPal into your account.

Afterpay

When your refund is processed, Afterpay will send you an email and make the necessary adjustments to your payment schedule. Please see our article on Afterpay refunds for more information.

Please allow an additional 1-2 business days for refund processing over sales periods and public holidays.

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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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Can I return my item to your warehouse in-person?

Unfortunately, customers cannot attend our warehouse or office to return items due to OH&S restrictions.

If you attempt to return your item in person, your item will not be accepted for return.

Please follow our approved return procedures to ensure your return is processed correctly.

If you wish to avoid return postage fees, you are welcome to return your item in-store if you paid via Afterpay or credit card. Paypal orders must be returned online.

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