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Frequently asked questions

Delivery

Number One Shoes is pleased to be able to offer a delivery service nationwide in New Zealand.

Delivery is FREE on any orders over $70, otherwise delivery is only $7.50* no matter the size of your order or where it is going.**

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.

When you order from our website before 2pm on any business day you can expect your delivery:

  • North Island and major city centers 2 - 4 business days
  • South Island 3 - 5 business days.

If you place an order after 4pm on a business day or over a weekend / public holiday you can expect to receive your delivery:

  • All of NZ within 3-5 business days of placing your order.

Rural Delivery

Whether you are in the North Island or the South Island, if your house is on the NZ Rural Delivery Postal route you’ll need to allow an additional 2 business days for delivery.

P.O. Boxes

Please note that our courier is unable to deliver to P.O. boxes. Please provide a physical street address in New Zealand.

Delivery Terms

These timeframes are, of course, subject to product availability. Furthermore, from time to time, issues might arise which mean we can’t meet these timeframes but, if that’s the case, we will let you know as soon as possible.

*Please note, extra charges may apply for deliveries to Chatham Islands, Stewart Island and Great Barrier Island. The service to Great Barrier is a receiver pays system, whereby Great Barrier Airlines will contact you once the order is confirmed to confirm the extra charges.

**Please note that our delivery charges are non-refundable.

Click and Collect

Simply order online and you can pick up your order when it is convenient for you – for FREE!


The process is very simple. Place your order online and select Click and Collect as your delivery method. We will email you when your order is ready to be collected from the store. Depending on whether the item you have chosen is available in your chosen store or needs to be transferred from elsewhere this could be 3-5* business days from the next day of your order.

The time delay is based on what island you live on and time of day you place your order. Always allow between 3 to 5* business days to receive your confirmation email that it is in-store. It's important to remember working days start from the next day of your order placed. *Some South Island orders may take up to 7 business days.

Once you receive your email, simply head into your selected store with your order confirmation and pick up your package. You are also able to process returns and exchanges on the spot, so if you aren’t happy with your purchase you can change it while you are in the store.


If you haven’t picked up your order after 14 working days of receiving your collection email, then we will return the item and refund the money into the same account. If you need to change your order collection store once you have placed your order we can only do this if the order hasn’t been processed through our distribution centre already. Please call or email customer service as soon as possible to see if we can change it for you – customer.service@numberoneshoes.co.nz or 0800 661 7463 (lines open 9am-3pm every business day). If you haven’t received your email advising that your parcel has arrived in store after 4 business days of placing your order you can contact customer service to look into the delay for you quoting your order confirmation number - customer.service@numberoneshoes.co.nz or 0800 661 7463 (lines open 9am-3pm every business day).


How much does Click and Collect cost?
Click and Collect is free of charge to the customer.

Why does it take 3 - 5* days to pick up in store? Why can't I pick it up straight away?

If the item or items you have purchased are not in your chosen store, they will need to be sent from another store or our distribution centre in Hawke's Bay and therefore it takes up to 5 days to arrive in store.

If you place your order before midday in the North Island it will be a maximum of 5 days until you receive your email. *As the South Island is that little bit further away from our distribution centre, it will take up to 7 business days. Remember working days start from the next day of your order placed.


Do I get a refund if I don't collect my order?

If you can't collect your order for any reason, please phone Customer Service to let them know. If you haven't collected within 14 days of receiving your collection email then we will return the order and refund the money into your account.


How long do you keep my order for?
We keep all orders in-store for 14 days.

Track an Order

At Number One Shoes we are pleased to be able to offer a delivery service nationwide in New Zealand.

Once your order has been dispatched, you’ll receive an email from us with the tracking number for delivery. You can track your parcel using the Track and Trace service here:

If you have not received or have lost your tracking number, please contact us on 0800 661 7463 or customer.service@numberoneshoes.co.nz and we’ll be more than happy to help you with your query.

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. You will receive all tracking links for your order via email.

Returns


Here at Number One Shoes, we’re committed to providing quality products and service to our customers. If you’re not 100% satisfied with your purchase, you can return the item(s) to us for an exchange or refund. We also know how returning stuff can be inconvenient at times, so we’re giving you 60 days from when you purchase, to return the item to us.

Please be aware that returned items must be in their original, unworn condition with all original packaging/labels attached and be accompanied by your proof of purchase. Unfortunately, for hygiene reasons, we aren’t able to accept returns on undergarments, accessories or shoe care products. We will, of course, always meet our obligations under the Consumer Guarantees Act.


How to return items purchased online

We want to make the return process as easy as possible for our customers and therefore can offer returns to any Number One Shoes store or by courier.


Return Options:

1. Return your item(s) for free to a Number One Shoes store.

2. Return your item(s) by post/courier (online orders only).


1. How to return your item(s) for free to a Number One Shoes store

You can return your item(s) with proof of purchase (receipt, order confirmation or your order invoice) to any Number One Shoes store. Sorry, stores can’t accept returns by post.

Our returns team will inspect the item returned for refund and ensure it has been returned in its original, unworn condition with all original packaging / labels attached, and within the 60 day return period.

2. How to return your item(s) by post/courier

Please complete the Return Form located on the back of the packing slip and include this with your item(s) for return to our Distribution Centre. You’ll need to package your item(s) along with the original packaging and post it to:

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

Please note that we are unable to accept returns to our Distribution Centre for items purchased in-store.

Postage costs are non-refundable however, any exchanges will be sent to you free of charge. Number One Shoes does not accept responsibility for items lost in transit while being returned. We recommend you use a postage service that provides tracking and delivery to the door.

Refund process and time frame

When you choose to return your items for free to any Number One Shoes store, the store will process your refund immediately. Depending on the debit or credit card company, it may take an additional 2-10 business days after the payment is applied for it to show on your account.

If you are returning your items to the Distribution Centre we will be able to process your refund within 5 business days after receiving your return parcel. Your refund will be processed back on to the same debit or credit card used for the original order.

Our returns team will inspect the item returned for refund and ensure it has been returned in its original, unworn condition with all original packaging / labels attached, and within the 60 day return period.

Depending on the debit or credit card company, it may take an additional 2-10 business days after the payment is applied for it to show on your account.


How to return items that have been purchased as part of a multiple product offer

If you have purchased items that are part of a multiple product offer, you can return the item(s) to your nearest store for free or online orders can also be returned by post or courier to our Distribution Centre. If you are returning all of the items included in the offer you will receive a refund for the items returned.

If you are returning some, but not all, of the items included in the offer, you will be refunded the value paid for that item as shown on your Order Confirmation Email or Invoice.

As multi buy discounts are split proportionately between qualifying items in your order, you will be refunded a proportionately discounted value that matches the price you paid.

How to return items purchased for you as a gift

If you are the lucky recipient of a gift purchased from Number One Shoes you will need to show us proof of purchase to receive an exchange or refund. Refunds will be processed to the original method of payment.

How to return incorrect or faulty items

We’ll be sorry to hear should you have received a faulty or incorrect item and we are committed to meeting our obligations under the Consumer Guarantees Act so that you get the best possible customer service from us. Take the item and proof of purchase into any Number One Shoes store to receive a full refund. If it is not convenient for you to visit a Number One Shoes store please contact our Customer Services team on customer.service@numberoneshoes.co.nz or 0800 661 7463 and quote your order number or invoice number. We will be more than happy to arrange free return delivery and an exchange or full refund for you.

Exchanges


If you’d like to exchange the item you’ve purchased online for a different size or colour, you can do so by post or at any Number One Shoes store. Please be aware that we have the right to decline exchanges if the item is not returned in its original, unworn condition with all original packaging / labels attached, or is returned outside of the 60 day period, or without proof of purchase.


Due to hygiene reasons we are unable to accept exchanges on undergarments, accessories and shoe care products. We will, of course, always meet our obligations under the Consumer Guarantees Act.


Exchanges by post/courier


Please complete the exchange details on the Return Form located on the back of the packing slip and include this with your item(s) for exchange to our Distribution Centre. You’ll need to package your item(s) along with the original packaging and post it to:


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


Please note that we are unable to accept returns to our Distribution Centre for items purchased in-store.


Postage costs are non-refundable however, any exchanges will be sent to you free of charge. Number One Shoes does not accept responsibility for items lost in transit while being returned. We recommend you use a postage service that provides tracking and delivery to the door.

We’ll always do our best to ensure that you receive the item that you have requested in your exchange. However, if the size or colour that you have requested is not available, a refund will be issued to your original method of payment and we will make contact with you.


Exchanging items purchased as part of a multiple product offer


If you are requesting an exchange for all or some of the items purchased as part of a multiple product offer while the offer is still valid, we will ensure the offer is applied to your exchange so you benefit from the promotion on your new purchase.


If you are requesting an exchange for all or some of the items purchased as part of a multiple product offer after the offer has expired, you will be credited to the value you paid for that item as shown on your Order Confirmation Email or Invoice. This credit can be used towards a new item. As the offer is no longer active, you may be charged for any difference between your credit and the item you’re exchanging for outside of the offer.


All multi buy discounts are split proportionately between the qualifying items in your purchase to ensure refunds and exchanges are easier if you change your mind.


Important Information


We’ll do our upmost to ensure your exchange/return is handled quickly, but it’s important that you follow the instructions above so that there are no delays in processing your exchange/return. If you are returning your item(s) by post/courier we recommend that you use a postage service that provides tracking and delivery to the door as we can’t accept responsibility if the item is lost in transit.


Please contact us if you have any other questions regarding delivery, exchanges and returns on customer.service@numberoneshoes.co.nz or 0800 661 7463. Our contact hours are Monday to Friday from 9am to 5pm.