EXPERIENCE OUR SECOND-TO-NONE SERVICE
CUSTOMER CARE
A TEAM FULL OF KNOWLEDGE
Our customer care team can’t wait to help provide you with a fast and friendly response.
Contact Hours
The standard contact hours for our Customer Care team are as follows (all times are listed in NZDT):
Monday–Wednesday, Friday:
Online Chat, Email, Social Media: 10am–10pm
Phones: 12pm–8pm
Thursday:
Online Chat, Email, Social Media: 10am–Midnight
Phones: 12pm–8pm
Saturday–Sunday:
Online Chat, Email, Social Media: 12pm–8pm
Phones: 12pm–8pm
We will be operating under our standard contact hours for most of the holiday period (December–January). Please note the following exceptions to our standard opening hours:
24/12 (Christmas Eve): All Channels 12pm–8pm
25/12 (Christmas Day): Unavailable
26/12 (Boxing Day): All Channels 12pm–8pm
01/01 (New Years Day): All Channels 12pm–8pm
Please note, our Customer Care team observe QLD (Australia) Public Holidays. Our contact hours may reduce or close throughout QLD's public holidays and if so, will be noted here.
FEEL THE LOVE
Every member of our team spends time fitting real customers in our concept stores. Staying up-to-date with training on all the tech in our shoes (there’s a lot in there!), understanding all things feet and learning how our shoes can help you. This means when you pop in-store, call or reach out on live chat, you can feel confident you’re connecting with a real person who has the know-how to assist you.
Your experience is everything to us. That’s why we offer free ground shipping. It’s also why we ask every customer to review our shoes and why we have thousands of buyer reviews averaging an 86% 5-star rating.
YOUR QUESTIONS, OUR ANSWERS
How much is shipping?
We offer complimentary shipping on all NZ orders over $100. Orders under $100 will incur a $10 shipping fee.
Once your order has been dispatched, standard shipping timeframes throughout New Zealand are generally 2-5 business days, however, may differ based on your location and during peak periods.
What is your returns policy?
We’re happy to offer an online credit note or refund for most footwear purchased at our online store or concept store. Shoes must be in as-new conditions and returns must be made within 30 days of receiving the order.
What is your Sole Saver Pack™?
You can learn all about our Sole Saver Pack™ here.
Are your shoes highly-rated by customers?
To date, we’ve received thousands of verified buyer reviews with an average of 86% 5-star rating. You can find reviews on all our product pages by scrolling down to see what our customers have had to say. Following a purchase, all customers are invited to review their footwear. How you feel is everything to us and helps fuel future collections!