Returns & Exchanges – Skechers NZ - Customer Experience Centre

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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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.

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.

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 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 in person OR you can post your item back to our online store. Take a look at our Return s Policy to find out more information.

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

If you return your order in full and receive a full refund, any paid payments will be refunded back onto the card you paid on, and any upcoming payments will be cancelled.

If you return part of your order and receive a part refund, any previous payments will be adjusted and any difference refunded back onto your card. Upcoming payments will be adjusted or cancelled depending on your situation.

For a comprehensive breakdown of refunds with Afterpay, please see here.

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, 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 will I receive my refund?

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 can then transfer the funds into your bank account if you wish.

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.

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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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