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Frequently asked questions

  • Yes! All stores outside of Auckland are now open to customers and operating safely under Alert Level 2 Government Protocol.

    We care about keeping our customers and employees safe. Before visiting our stores please check out our safety guidelines below.

    Masks
    We ask that you please wear a mask or face covering when you visit our stores and follow all instructions provided at the store entrance.

    Scan In & Social Distancing
    You will need to scan the COVID QR code on arrival and wherever possible maintain a 2 metre distance from staff and other customers.

    No Fitting
    To help us all keep our distance, unfortunately, we are currently unable to provide a fitting service. Staff will do their best to assist you in other ways with this.

    Cashless
    It is not often we say we don't want your money however currently we can only accept cashless payments.


  • All stores outside of Auckland are now open to customers and operating safely under Alert Level 2 Government Protocol.

    We care about keeping our customers and employees safe. Before visiting our stores please check out our safety guidelines below.

    Masks
    We ask that you please wear a mask or face covering when you visit our stores and follow all instructions provided at the store entrance.

    Scan In & Social Distancing
    You will need to scan the COVID QR code on arrival and wherever possible maintain a 2 metre distance from staff and other customers.

    No Fitting
    To help us all keep our distance, unfortunately, we are currently unable to provide a fitting service. Staff will do their best to assist you in other ways with this.

    Cashless
    It is not often we say we don't want your money however currently we can only accept cashless payments.

  • Yes, all stores in an Alert Level 2 region are available for Click & Collect.

  • No our Auckland stores are not open to the public during Alert Level 3 however, selected stores have contactless Click & Collect available.

    Strict protocols are in place to ensure social distancing when collecting your order. There are specific instructions that you must follow as part of the collection process to keep yourself and our staff safe.

    Collection times are Monday - Friday between 10am and 2pm only.

    Currently, the following stores can be selected at Checkout:

    - Number One Shoes Albany
    - Number One Shoes Botany Mall
    - Number One Shoes Manukau City
    - Number One Shoes Pukekohe
    - Number One Shoes Papakura
    - Number One Shoes Mt Wellington
    - Number One Shoes & Hannahs Silverdale
    - Number One Shoes Westgate
    - Number One Shoes St Lukes
    - Hannahs Pukekohe
    - Hannahs Mt Wellington

    All other Alert Level 3 stores are not available for Click & Collect at this time, however wherever you are, you can always choose Contactless delivery via Courier Post.

  • We are offering contactless Click & Collect at selected stores during Alert Level 3.

    Strict protocols are in place to ensure social distancing when collecting your order. There are specific instructions that you must follow as part of the collection process to keep yourself and our staff safe.

    Collection times are Monday - Friday between 10am and 2pm only.

    Currently, the following stores can be selected at Checkout:

    - Number One Shoes Albany
    - Number One Shoes Botany Mall
    - Number One Shoes Manukau City
    - Number One Shoes Pukekohe
    - Number One Shoes Papakura
    - Number One Shoes Mt Wellington
    - Number One Shoes & Hannahs Silverdale
    - Number One Shoes Westgate
    - Number One Shoes St Lukes
    - Hannahs Pukekohe
    - Hannahs Mt Wellington

    All other Alert Level 3 stores are not available for Click & Collect at this time, however wherever you are, you can always choose Contactless delivery via Courier Post.

  • We are offering contactless Click & Collect at selected stores during Alert Level 3.

    Strict protocols are in place to ensure social distancing when collecting your order. There are specific instructions that you must follow as part of the collection process to keep yourself and our staff safe.

    Collection times are Monday - Friday between 10am and 2pm only.

    Currently, the following stores can be selected at Checkout:

    - Number One Shoes Albany
    - Number One Shoes Botany Mall
    - Number One Shoes Manukau City
    - Number One Shoes Pukekohe
    - Number One Shoes Papakura
    - Number One Shoes Mt Wellington
    - Number One Shoes & Hannahs Silverdale
    - Number One Shoes Westgate
    - Number One Shoes St Lukes
    - Hannahs Pukekohe
    - Hannahs Mt Wellington

    All other Alert Level 3 stores are not available for Click & Collect at this time, however wherever you are, you can always choose Contactless delivery via Courier Post.

  • Contactless Click & Collect is available 10am – 2pm Monday to Friday at selected stores only.

    Please read and follow the instructions below:

    1. Only 1 person should be collecting your order.

    2. Please ensure that you are wearing a mask or face covering.

    3. Please sanitise your hands using the sanitiser available.

    4. Scan the COVID tracer app (if you don’t have the app please inform us).

    5. Call the phone number at the entrance and provide our staff with your name and your order number (you will find this on your order confirmation email).

    6. Wait behind the marked line for a team member to bring out your order.

    7. Allow the team member to place your order on the ground and move away before you come forward to collect your order.

    You MUST NOT visit a store until you receive your Ready To Collect email.

  • During Alert Level 3, we are able to accept returns at our Distribution Centre, however we cannot accept any returns at any of our stores.

    You can wait until Alert Level 2 to return your order to a store at no cost.

    If you don't wish to wait, please courier all returns back to:

    Number One Shoes & Hannahs Web Store
    44 Johnston Way, Whakatu,
    Hastings 4180,
    NEW ZEALAND

    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

    Please note we are accepting exchanges and refunds that would have expired during the Alert Level 3 or 4 periods.

  • 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 all COVID related Alert Level restrictions.

  • Sorry we are unable to process refunds or exchanges in a contactless way in store during Alert Level 3. Refunds and exchanges can be processed in store at Alert Level 2.

    During Alert Level 3 and 4, we are able to accept returns at our Distribution Centre

  • We are sorry to hear that you received an incorrect order, please contact our customer care team directly and we will work out a plan to resolve this with you.

    You can email us at webstore@hannahsandnumberoneshoes.co.nz or call us on 0800 426 624. Our customer care hours are 9am - 5pm Monday to Friday.

  • To ensure you receive your items as fast as possible, orders are sometimes sent in multiple packages from different locations. This means sometimes you will receive a package with only some of the items you ordered.

    Don’t worry – the rest of your order will be processed and dispatched shortly after. Updates, package details and tracking links will be sent to you via email.

    If you have any queries, you can contact us at webstore@hannahsandnumberoneshoes.co.nz or 0800 426 624. Our contact hours are Monday to Friday from 9am to 5pm.

  • Yes, as soon as the restrictions of COVID Alert Levels are lifted we 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 once normal business operations resume.

    To contact our customer service team, click here to email.

    Our team is available to call 0800 426 624, Monday to Friday, 9am-5pm.

    Please note we are currently receiving a large number of enquiries and will get back to you as soon as we can.

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

  • 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 we are safely able to within alert level guidelines.

    For anyone who would like to cancel their pending order, please contact our customer care team at webstore@hannahsandnumberoneshoes.co.nz to organise the cancellation of your order.

  • 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.