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Frequently asked questions

  • Yes it is. We use SSL technology which encrypts your information whenever we are receiving or transferring your details on our website.

    When making an online purchase a small padlock symbol will appear on your screen in front of the URL in the payment section of the checkout. This indicates that the SSL security system is operating throughout your transaction. This encrypting ensures that your details cannot be read by, or altered by outside influences.

    Please be aware we take fraud seriously. All credit card and debit card holders are subject to validation and authorisation by us and the card issuer.

  • You can place an order online, over the phone or with the help of our friendly staff in any Number One Shoes, Hannahs, Superstore or Hush Puppies store.

  • Once you’ve completed your order online, you’ll receive an order confirmation email. If you don’t receive an order confirmation email within 24 hours of ordering, we suggest you check your email spam filter and junk folder in case our email has been directed there.

    If this isn’t the case, then we may have an incorrect email address for you. Please contact us and we’ll look into this for you.

  • Once an order is placed we're unable to make any changes to it including changing item colours and sizes, applying a discount code or removing items from your order. We can cancel your order if it hasn't been dispatched so that you can place a new order with the correct details.

    If your incorrectly placed order has already been dispatched you will be able to return it for a full refund or exchange it for the correct items/size.

    If your order hasn't been dispatched we may be able to change the delivery address. Please note that we can't change orders from a Click & Collect order to a delivery order or vice versa.

    If your order has already been dispatched you will be able to request a redirect to the correct address via NZ Post. To request a redirect you need to have a New Zealand Post account. Find out more here: Redirecting my parcel

    For all requests to change a delivery address or cancel an order so that you can place the correct order please email us at webstore@hannahsandnumberoneshoes.co.nz or phone 0800 462 264. Our contact hours are Monday to Friday from 9am to 5pm.

  • If your order hasn't been dispatched we may be able to change the delivery address. Please note that we can't change orders from a Click & Collect order to a delivery order or vice versa.

    If your order has already been dispatched you will be able to request a redirect to the correct address via NZ Post. To request a redirect you need to have a New Zealand Post account. Find out more here: Redirecting my parcel

    For all requests to change a delivery address or cancel an order so that you can place the correct order please email us at webstore@hannahsandnumberoneshoes.co.nz or phone 0800 462 264. Our contact hours are Monday to Friday from 9am to 5pm.

  • You may be able to cancel your order if it hasn’t been dispatched. Please call our Customer Care Team on 0800 426 624 or email webstore@hannahsandnumberoneshoes.co.nz to check your order status.

    Please note: When you place an order with us, you will be charged for your purchase as soon as you click the PLACE ORDER button in the checkout. An order confirmation will be sent via email to confirm your order and payment. If you cancel your order, it may take up to 5 business days for your bank or card issuer to make your funds available to you again.