{{ discountcode }} {{hours.full}}:{{minutes.full}}:{{seconds.full}}

Frequently asked questions

Promotions & Offers

Number One Shoes offers promotions and discounts in store and online at our discretion.

Please note offers are only valid while active and discounts cannot be applied to orders that have already been placed. If an offer ends, discounts will not be applied to orders placed once the promotion has closed.

We reserve the right to change and alter promotions and offers at any time.

For all multiple product offers (that entitle you to a discount if two or more items are purchased together), discounts will be split proportionately between all qualifying items in your purchase.


Second Pair $25


Buy one pair, receive a second pair for $25. Second pair will be of equal or lesser value. Excludes clearance items and gift cards.

Once your order is placed, your discount will be split proportionately between both items in your purchase.

This means your second item will not show as $25 on your Order Confirmation Email or Invoice, as the discount will be applied to both items rather than just the second.

Your discount has not changed and you have still received the full benefit of the Second Pair $25 Promotion.


Second Pair Half Price


Buy one pair, receive a second pair for half price. Second pair will be of equal or lesser value. Excludes gift cards.

Once your order is placed, your discount will be split proportionately between both items in your purchase.

This means your second item will not show as half price on your Order Confirmation Email or Invoice, as the discount will be applied to both items rather than just the second.

Your discount has not changed and you have still received the full benefit of the Second Pair Half Price Promotion.


Buy Two Get One Free


Buy two items, receive a third item for free. Third item will be of equal or lesser value. Excludes gift cards.

Once your order is placed, your discount will be split proportionately between all three items in your purchase.

This means your second item will not show as free on your Order Confirmation Email or Invoice, as the discount will be applied to all three items rather than just the third.

Your discount has not changed and you have still received the full benefit of the Third Item Free promotion.


Terms & Conditions

Terms and Conditions are subject to change. Always check the active terms and conditions of the current offer when making a purchase.

How can I change or cancel my order?

If you need to change or cancel your order for any reason please contact us on customer.service@numberoneshoes.co.nz or 0800 661 7463. Our contact hours are Monday to Friday from 9am to 5pm.

We will make every effort to help you, however once an order has been placed we are unable to amend your order. For more information on returning or exchanging an item please read our Returns Policy.

Why has my order been cancelled?

Occasionally we are unable to fulfil website orders due to:

  • Stock discrepencies in our system
  • Stock not meeting our quality standards for online orders
  • Other stock anomalies

In these instances, we will cancel your order (or item/s from your order) and process a refund back to your original payment method.

You will be notified by our Customer Service team if any items in your order are cancelled.

If you have any questions about the cancellation of your order please contact us on customer.service@numberoneshoes.co.nz or 0800 661 7463.

Why haven't I received a receipt for my online order?

In the event that you haven’t received confirmation of your order please follow these steps:

  • Check your email account – the order confirmation will have been sent to the email address that you gave us when ordering your item. It also pays to double check that the email hasn’t gone into your Spam folder.
  • Check online – if you have an account with us then you can view your order confirmation online when you login.
  • If you don’t have an account with us, or can’t find your email order confirmation, please contact us on
    customer.service@numberoneshoes.co.nz or 0800 661 7463 and we’ll be able to help.

    Which payment methods does Number One Shoes accept online?

    We accept debit cards, Q Card and all major credit cards; VISA, MasterCard and American Express.

    We also offer Laybuy.com, allowing you to receive your goods immediately while paying off your purchase over 6 interest free instalments.

    How do I purchase products online with a Q card?

    You can now use your Q Card to make online purchases at numberoneshoes.co.nz* and receive at least 3 months no payments and no interest (Payment Holiday) on your purchase. On promotional days (as advertised from time to time) you could get an extended Payment Holiday period. Click here for current offer terms and conditions.

    To use Q Card online simply select 'Credit Card' as your payment type when you checkout, enter your Q Card number, expiry date and CVV number. (Your CVV number is a 3 digit number displayed on the back of your Q Card.)

    What is Q Card?

    Q Card is the ideal shopping partner, combining the benefits of a credit card with the added ability to access a range of interest-free deals and payment holidays^ at thousands of stores nationwide.
    To find out more about Q Card, or to apply online, please visit qcard.co.nz.

    *Purchases from numberoneshoes.co.nz will be on your Q EFTPOS Plan.

    ^Information about Q Card: A minimum purchase amount may be required. Account fees may vary. Available on Flexi Payment, Fixed Instalment or EFTPOS Plans. For interest free only deals, monthly payments may be required throughout interest free period. Q Card Standard Interest Rate applies to any outstanding balance at end of payment holiday or interest free period. Q Card lending criteria, fees, terms and conditions apply.

    How do I use my promotional voucher code?

    Simply enter your promotional code at the checkout when placing your order in the section 'Redeem your voucher'.

    I have received a promotional voucher code, can I add it to an order I have already placed?

    Sorry, promotional voucher codes need to be used at the checkout when placing your order. If you’d like to receive regular emails from us with exclusive offers and discounts then you can sign up Club by entering your details at the bottom of the website.

    Can I use more than one discount code?

    You can only enter and use one promo code at a time in the checkout, and this may not apply if another offer is already active in your cart. As many of our discount codes cannot be used in conjunction with any other discount code, we will work out and apply the discount that gives you the best deal.

    When will I be charged?

    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 for any reason we are unable to fulfill your order in full, you will be refunded for any items you have not received.

    A GST tax invoice will be sent to you via email once your order is complete. These will include all items successfully dispatched to you as part of the order.

    I have not received my entire order. What do I do now?

    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 customer.service@numberoneshoes.co.nz or 0800 661 7463. Our contact hours are Monday to Friday from 9am to 5pm.

    I have received an incorrect, incomplete or faulty item. What do I do now?

    We are 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.

    For more information please read our Delivery and Returns Policy Delivery and Returns Policy or contact us at customer.service@numberoneshoes.co.nz or 0800 661 7463.

    Our contact hours are Monday to Friday from 9am to 3pm.