Why haven't I received my order confirmation?
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
I only received one item, where is the rest?
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.READ FULL ARTICLE
I haven't received my tracking number?
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.READ FULL ARTICLE
I have received the wrong order?
We apologise if you've received the wrong order!
Please contact our Skechers Experts to organise a solution.READ FULL ARTICLE
*You will be asked to provide proof of purchase as well as some photographs of what you received.
Why was my delivery returned to its sender?
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.READ FULL ARTICLE
Why wasn't my order delivered when I selected 'Authority to Leave'?
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.READ FULL ARTICLE
Why have I received multiple confirmation emails?
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.READ FULL ARTICLE