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Frequently asked questions

How quickly will I get my order during Alert Level 2?

Due to increased demand, delivery may take longer than usual during Level 2.

While we are maintaining prompt processing and dispatching, Courier Post are experiencing delays within their courier network.

Deliveries will be made by Courier Post using their tracked, contactless delivery services.

We appreciate your patience and support.

Are your stores open in Alert Level 2?

Yes, our stores are open during Alert Level 2, however some store hours have changed and new guidelines are in place to ensure social distancing in-store.

Read more about our Level 2 guidelines HERE.

Can I do a Click & Collect Order during Alert Level 2?

Unfortunately we are not offering Click & Collect during Alert Level 2.

To help us ensure social distancing with a maximum limit of customers at one time, we feel Courier Post’s contactless delivery is still the best option for our online orders. We will review this regularly and update you on any changes.

Our delivery is FREE for orders over $70.

Can I take a return into my local store during Alert Level 2?

Yes, during Alert Level 2 we can accept returns in store or via courier at our Distribution Centre.

Please note we are accepting exchanges and refunds that have expired during the Alert Level 3 & 4 period.

If you would like to return your items to our distribution centre, NZ Post has an easy to follow process online where you can purchase and print a Courier label and book a parcel pick up.
Find out how here: https://www.nzpost.co.nz/pay-print-postage-online

Number One Shoes Webstore,
44 Johnston Way, Whakatu,
Hastings 4180,
NEW ZEALAND

Will your standard returns and exchange period be extended?

We currently offer a 60 day exchange and refund period for purchases made in store or online. This 60 day period will cover most cases but please be assured that we will accept exchanges and refunds that would have expired during Alert Level 3 and 4.

I have a purchase that I believe is faulty, are you able to assess my faulty purchase?

Yes, in Alert Level 2 will be able to assess your faulty shoes in one of our stores. For online purchases our customer care team will be able to help facilitate this for you.

I have a traditional in store Layby, can I still make payments towards this?

Unfortunately we don’t have the facilities set up to be able to take traditional layby installments remotely. Your in store layby has effectively been paused and the payment schedule will resume once stores reopen.

I sent my online exchange/refund to your distribution centre but I haven’t heard from you yet - when will it be processed?

As you will be aware Alert 4 means that only essential businesses are able to operate at this time and Couriers are only able to deliver essential items. Once the restrictions are lifted we anticipate your return will be delivered to us and we will work to process all returns and exchanges as quickly as we can.

My online order was still being processed at the time the Alert 4 restrictions came into effect, do I need to do anything?

If you would like to secure your order at the current price then you don't need to do anything! We will resume processing and dispatching your order as soon as alert level changes allow us to. For anyone who would like to cancel their pending order, please contact our customer care team at customer.service@numberoneshoes.co.nz to organise the cancellation of your order.

I was not able to pick up my Click and Collect order before the Alert 4 restrictions, will I be able to pick this up once the restrictions are lifted?

Yes, your Click and Collect order will be held in store for you until the restrictions are lifted.

Are you still able to check if a certain style or size is available for me?

Yes, we can still give you an indication of stock availability for specific styles and sizes. Please note that for any styles that are very low in stock we would need to double check with our store staff once stores have reopened before guaranteeing that the stock is there for you.

Are your staff being supported?


During this difficult time, we’re trying our best to navigate this rapidly changing environment. As always, we are prioritising doing what is best for our Kiwi community, both our incredible staff across all our New Zealand stores, as well as our valued customers and their families.


At times like this, we feel so proud and grateful to live in this corner of the world and we know Kiwis will stick together through trying times.


We are taking guidance from the Ministry of Health, and will post any updates or changes on our website and across our social channels.


In the meantime, please stay safe and continue supporting your family and friends, particularly those feeling overwhelmed during this difficult time.


If you have any questions or would like to provide us with any feedback, please let us know - we love hearing from you.