08/09/21: Our Greater New Zealand Stores Are Open
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.READ FULL ARTICLE
COVID-19 Information - Online & In-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.
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:
Area Click & Collect Service NZ
Greater New Zealand: Available
Auckland: Not available
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.READ FULL ARTICLE