FAQs

1

Choose a category

  • Breaking in your shoes
  • Shoe selection
  • Shoe care
  • Sitemap / General queries
  • Pricing / payment
  • Shipping & delivery
  • Returns, refunds & exchanges
  • Advantage Club
2

Choose an FAQ

  • What is the best way to break in my shoes?
  • How do I avoid getting blisters?
  • What shoe would you recommend if suffering from plantar fasciitis?
  • Why is any netball shoe better than a normal running shoe (for netball)?
  • What is the difference between running and walking shoes?
  • How long should my running/walking shoes last?
  • What's the best way to clean my running shoes?
  • How do I know when it's time to retire my running shoes?
  • What to do about heel rub?
  • What are the advantages of shopping online?
  • How can I find what I'm looking for?
  • How can I be sure if an item is right for me?
  • What is a shopping cart?
  • How do I add items to my cart?
  • What is the Wishlist?
  • How can I shop faster on your site?
  • How do I checkout when I've finished shopping?
  • Why should I give you my email address?
  • How much information do I need to give about myself?
  • How can I tell if my order has gone through successfully?
  • I'm accessing this site from outside New Zealand. Can I still place an order?
  • I've forgotten my Password. Can you help?
  • How are your goods priced?
  • What methods of payment can I use online?
  • How safe is it to give you my credit card details?
  • How can I check that my transaction will be completely secure?
  • What will my credit card statement say?
  • How do I track my order?
  • How much do you charge for delivery?
  • How soon can I expect to receive my order?
  • Who do you deliver with?
  • Why can't I use a P.O. Box as my delivery address?
  • Can I pick my order up from my local store?
  • Do you do international orders?
  • Can I cancel my order?
  • Do you accept returns/exchanges?
  • What is your returns policy?
  • Can I return an item I purchased online in-store?
  • How do I get an exchange should I need to change size/style?
  • Do you give refunds on goods purchased?
  • How do I return an item purchased online?
  • Do you uphold your 30 Day Money Back Guarantee for online purchases?
  • Do you cover the cost of returns/exchanges?
  • What is the Advantage Club?
3

View your answer below

What Is The Best Way To Break My Shoes In?

We recommend a process of about a week or more, especially when running in a model you haven't had before or are new to running or walking. Even if you buy the exact same model as your last pair, any new shoe needs to be softened up by gradual wear in order to mould to your foot.

1. Start by wearing the shoes around the house for a couple of hours at a time for the first 2 or 3 days. If at this stage the size doesn't feel right then take them back and swap them.

2. For your first run or walk, only go for about twenty minutes. Running too much too soon may lead to blisters or pains that are more due to the shoe being new and you not being used to it yet, rather than the shoe being no good for you.

3. After a few days of repeating the process in step 2 you should be able to run comfortably.

How do I avoid getting blisters?

1. The type of socks you wear can play a big part. Drymax are a good place to start. The synthetic fibres in Drymax socks are designed not to soak up moisture but to transport or wick the moisture away from your foot. When your skin is damp it softens making it more prone to blistering, by keeping your skin drier Drymax socks help to avoid blisters. They are also padded around the foot where the main pressure points occur which helps to cushion the foot and protect it from the frictional forces inherent in running and walking.

2. If you are someone who is prone to blisters no matter what, especially on longer runs/walks, there are other things you can do. Try rubbing a little Vaseline over the area you usually get them or applying a protective tape such as Sleek or Leukosilk.

3. Shoe fit is also important; the right size shoe should allow a little space especially in the toe but not be so big that your foot moves around in the shoe.

What shoe would you recommend if suffering from plantar fasciitis?

When it comes to plantar fasciitis this is commonly brought on by overuse and a person's feet not being adequately supported while walking or running. The best way a shoe can help is to offer stability to prevent excessive foot rolling or pronation. The thing is that there are many different levels of support that different shoes offer; the ideal way to select the best shoe for a person is for them to come into one of our stores and go through our fitting process. This involves analysing the feet and running/walking style then trying shoes on the treadmill to see which model will work best for them. The benefit of doing this means that they get a shoe that suits their foot and allows us to give them a 30 day money-back guarantee with the recommended shoes. With the Plantar Fasciitis condition this is one that can often require the assistance of a podiatrist, especially if the correct shoes don't completely fix the problem. All Shoe Clinic stores have podiatrists in store on a regular basis and all you need to do is call your nearest store and make a time.

Why is any netball shoe better than a normal running shoe (for netball)?

When it comes to running shoes they are designed quite differently to a court shoe such as a netball shoe. A lot of netball players choose to play in running shoes (especially for indoor courts) because as a general rule they will be lighter in weight and more cushioned than a netball shoe. The main differences between them are outlined below:
A running shoe is designed for a forward motion where a netball shoe is designed for more side to side or lateral movement, the main difference is shown in the strength of the upper i.e. a court shoe is stronger in this area.
Stability, again because a running shoe is designed for a forward motion it is designed to support the foot while running, a netball shoe will provide better support in all directions for the type of stop-start and change of direction movements when playing netball.
Outsole, this is a key difference. Because a running shoe is designed to be flexible, especially through the forefoot, they have a softer and more segmented outsole. By contrast a netball shoe will have a more rigid outsole made of a harder compound rubber, this means they will wear much better especially on asphalt/concrete courts.
A court shoe will also have a lower profile or be closer to the ground, this is to help reduce the risk of ankle roll caused by having your foot sitting on a higher platform.
This is some of the main differences, fit and comfort also come into it and if you are happy to use a running shoe and have it potentially wear out much faster then obviously personal preference will prevail. Check out the range of netball shoes by clicking here.

What is the difference between running and walking shoes?

When walking your foot is in contact with the ground up to 50% more than when running, for this and other reasons there are a number of subtle differences between the two shoe types. A walking shoe will often have a bevelled or angled heel due to the angle of foot strike when walking. Another key feature of a walking shoe is that it is designed to be especially flexible through the forefoot to enhance propulsion during toe-off.

Running shoes will generally be lighter in weight than a walking shoe and because they're designed for a higher impact will have more cushioning. For this reason it is not uncommon for people to use a running shoe for walking or a combination of the two. It is not recommended to use a walking shoe for running in for the reason mentioned above and because pronation is usually more excessive when running a walking shoe often is not supportive enough.

How long should my running/walking shoes last?

Generally each brand recommends approx 1000 - 1200 kms for each pair of shoes. They need to do distance as the measure, as everyone uses their shoes differently i.e. if you and I had the same model of running shoes and I run 20 kms a week and you run 40 kms a week, the life of your shoes would be half of mine.

Thus to work out how long you should get out of your shoes, you'd want to work out approx how far you run or walk in them on average every week. Then divide that figure into 1000 to get an approx amount of weeks that you'd expect your shoes to last for i.e. if your average was 40 kms, devide 1000 by 40 = 25 weeks.

What's the best way to clean my running shoes?

First of all we don't recommend using a washing machine to clean your shoes, machine washing is very hard on the glues and materials and can damage or shrink your shoes. You can remove the laces and insoles and machine wash these separately if you wish. The best method of cleaning is to give the shoes a scrub with some soapy water. Rinse them well, stuff them with newspaper and then let them dry naturally, you may need to change the newspaper a couple of times. Again, don't use a drier or force dry them in any way for the same reasons as mentioned above.

There are specially designed 'shoe shampoo' products available and these are good to give the outside of the shoes a quick clean. The above method is better for giving them a thorough clean, particularly if they have developed a slightly offensive odour.

How do I know when it's time to retire my running shoes?

Generally the signs to look for are the outersole beginning to show alot of wear, the upper coming apart and most importantly, if the shoes are not feeling as good as what you know they used to feel. The other sign is if you are starting to feel niggles that have only started since your shoes have been old.

There is no hard and fast way to tell, but the above are good tips to follow. The other thing you can do is bring them into Shoe Clinic for us to check and offer advice.

What to do about heel rub?

Generally the lining wearing away is through the way your heel rubs when you are doing exercise. This is not usually a fault of the shoe, it is more just the way your foot "works" in the shoe. Some people do this to all their sport shoes, while others do it to some shoes they wear and not others.

To stop this happening you can get a leather lining put in the back of the heel of your shoes by a shoe repairer. This normally costs approx $20-$30. You can get this done when you purchase your shoes (normally if you know that you wear out the heels in all your sport shoes), or you can get it done when you have started to wear through the linings.

What are the advantages of shopping online?

ou are never constrained by store opening hours. You can shop in our online store anytime of the day or night, every single day of the year - our online store is never closed! Save on travel time, traffic jams and the hassle of finding a car park. All you have to do is log on to the Internet and start shopping!

How can I find what I'm looking for?

If you have a good idea of exactly what it is you're after, try typing keywords into our 'Search" field to locate the product, e.g. type in 'running shoes' to find all the many different options we have. Some shoppers prefer to 'browse the shelves' and you can also do this online by selecting from the menu of categories or brands on either the top or the left-hand side of the page.

How can I be sure if an item is right for me?

We feature a wide range of information about our products, including size guides where relevant. Click on any item to bring up a page giving further details that will help you to decide if it's right for you. If you still have further questions, you are welcome to email us at [email protected] We will get back to you as quickly as possible with an answer.

If you are still unsure of what shoes will be right for you we recommend to get fitted for a pair by one of our highly trained technicians located at any of our 17 stores nationwide.

What is a shopping cart?

Think of it as the online version of a shopping basket. It's where you put your items until you are ready to make your purchase. At any stage in your visit to this site click on 'View Cart' to see its' current contents. You can remove items or change the quantities (you may for instance want to buy more than one pair of socks!).

How do I add items to my cart?

Every time you find something you want to purchase, all you have to do is click on the 'ADD TO CART' button in order to place the item in your shopping cart. You can keep adding or removing items from your shopping cart until you are ready to make your purchase.

What is the Wishlist?

The wishlist is a feature that allows you to record an item that you are interested in whilst not placing it into your shopping cart. It is useful for easy reference to go back to an item should you be thinking about it for a while. Great for gift ideas, ensuring you get the right product for the right person. Simply log in to the website with your email, and click on ‘View Wishlist’ to see what you have previously placed in there.

How can I shop faster on your site?

Use the "Search" box to quickly narrow down your search to identify exactly the right items. Also, create an account with us for your first order and your billing and delivery address details will not have to be repeated for subsequent orders. Of course you will still have the opportunity to change these details or add further delivery addresses at any time. This information will remain confidential to Shoe Clinic.

How do I checkout when I've finished shopping?

Check out is an easy and straightforward process:
  1. Enter your details in the Account Profile screen if you have not shopped with us before. Then the next time you shop with us you can use your email address and Password as a login and you will not have to re-enter your billing and delivery details.
  2. Enter your Billing Address — this is where your invoice will be sent.
  3. Enter your Delivery Address (if different from the Billing Address — this is where the items ordered will be sent
  4. Enter your Freight Options.
  5. Click on 'Continue' to enter your credit card details securely.
  6. Then choose 'Submit Order" to complete. You will then be emailed a confirmation of your order and have an option to print out a copy of your receipt for your records.

Why should I give you my email address?

When you place an order, we need to be able to email you to confirm that we have received your order and to keep you informed on its progress. Even if you have not yet shopped with us, joining our email list will also enable us to let you know about special offers and promotions.

How much information do I need to give about myself?

In order to make a purchase online, you will need to supply the following personal details:
  1. Your surname and first name.
  2. Your email address.
  3. Delivery address and billing address (these may be the same).
  4. Contact phone number/s.
  5. Your payment option - we accept payment from all major credit cards.

How can I tell if my order has gone through successfully?

Once you have completed all required details and clicked 'Submit Order' you should see a confirmation message on screen. This tells you that your order has been successfully processed. There may be a short delay before the confirmation message appears. If there is a problem with processing your order (such as a field left blank or an incorrect card number) you'll be notified straight away. You will also receive an automated email confirming that your purchase has been successful.

I'm accessing this site from outside New Zealand. Can I still place an order?

Yes, but only if the delivery address is within New Zealand. At this stage we do not deliver outside of New Zealand.

I've forgotten my Password. Can you help?

No problem. Click on Login at the top of the page. This takes you to the Account Login page where you can click the Forgotten Password? link to request your password. This is an automated service so you'll get a prompt reply anytime of the day or night.

How are your goods priced?

All prices listed on our website are in New Zealand Dollars (NZD) and are inclusive of GST (Goods and Services Tax). The total cost of your order is the price of the goods at the time the order is placed. Sorry no rainchecks. Product prices are regularly updated when price changes are received from our suppliers. We do not price match with competitors.

What methods of payment can I use online?

For online shopping with Shoe Clinic Webstore, we accept payments through our secure server from the following credit cards: Visa, MasterCard, American Express and Diners Club. We do not accept any other forms of payment, including Gift Vouchers, Eftpos, cheques, direct credit or cash on delivery.

How safe is it to give you my credit card details?

Completely secure. We use advanced encryption technology that makes personal information such as credit card details unreadable as it travels over the Internet. Thanks to this technology, your credit card number and its expiry date become virtually indecipherable while in transit on the Internet. We take every precaution to ensure that your details are transmitted securely and comply with industry regulation.

How can I check that my transaction will be completely secure?

There are two ways of verifying the privacy of your transactions - when you are on a page that asks you to enter your credit card details, check for these signs to be sure your transaction is secure: a security icon (a key or a padlock) will appear on your screen, and the address of the document you are accessing begins with https:// (secure hypertext transfer protocol).

What will my credit card statement say?

The merchant name that will appear on your statement will be ‘Shoe Clinic Webstore’.

How do I track my order?

You can easily check on the progress of your order by logging our Courier's website (www.pbt.co.nz) and utilise their Track'n'Trace facility. We'll notify you by email when your order is dispatched and include your unique Track’n’Trace number for your order. You can also contact our Customer Services team on 0800 254 642

How much do you charge for delivery?

We currently offer a $10 delivery charge for all online orders under $100. Orders over $100 will be completely free!

How soon can I expect to receive my order?

All orders are expected to be dispatched within 24 hours. In the unlikely event that an item you ordered is unavailable, Shoe Clinic will endeavour to notify you of any delay within 24 hours. All dispatch times exclude weekends, Shoe Clinic Webstore operates Monday to Friday from 9am to 5pm.

Who do you deliver with?

Orders are delivered by PBT Couriers, couriers do not deliver to P.O. boxes so we will require a physical address to process your order. To guarantee safe arrival of your order from Shoe Clinic Webstore, please specify a delivery address which will be manned during business hours, as your delivery requires a signature upon arrival.

Why can't I use a P.O. Box as my delivery address?

We are committed to making sure that each delivery reaches the right person in a timely fashion. We need to deliver to a home or work address where someone can sign for the delivery. Therefore P.O. Boxes are not an option.

Can I pick my order up from my local store?

Unfortunately we do not have the facilities to hold items in any of our stores.

Do you do international orders?

Shoe Clinic will only deliver to addresses within New Zealand. We do NOT undertake international deliveries.

Can I cancel my order?

You may cancel your order any time before it’s left our warehouse by contacting our Customer Services team on 0800 254 642. Once it’s left us, it will need to be treated as a return – please see our Returns page for further details on how to complete this process.

Do you accept returns/exchanges?

Yes we do, however returns are made at your own cost, and are subject to being in a re-sellable condition. So please choose wisely :)

Our return address is as follows:

Shoe Clinic Webstore
64 Willis St
Wellington Central
6011

What is your returns policy?

All items returned for exchange, or a refund must be done so within 60 days of dispatch. All unwanted product must be unworn, in its original condition, and in its original packaging.

Prior to sending your products back you can contact our customer services team on either 0800 254 642 or email [email protected] for further clarification.

Can I return an item I purchased online in-store?

Unfortunately you cannot return items purchased online at any of our stores nationwide. They must be returned to our online warehouse.

How do I get an exchange should I need to change size/style?

If you wish to exchange an item for a different size or style you may do so, this is subject to availability of course. Simply return your unwanted product to us unworn, in its original condition including original packaging within 14 working days from the date of dispatch.

Please contact us directly on 0800 254 642 (Mon-Fri 9am to 5pm) or email us at [email protected] prior to returning your goods for exchange. Exchange requests will only be dispatched when the goods have been returned in good order to our warehouse.

Do you give refunds on goods purchased?

If, for any reason you are unhappy with your purchase, we will happily provide you with a refund. Simply return your unwanted shoes to us unworn, in its original condition including original shoe box within 60 working days from the date of dispatch.

Please contact us directly on 0800 254 642 (Mon-Fri 9am to 5pm) or email us at [email protected] prior to returning your goods for a refund. A refund will not be processed if the goods returned do not comply with our returns policy.

Refunds are always processed using the original method of payment at the time of purchase (Credit Card or PayPal) within 1-2 working days of receiving the goods at our warehouse.

How do I return an item purchased online?

You can return any product you buy from us for a full refund or exchange within 60 days of purchase, no matter what the reason. The product must be returned in its original condition with supporting paperwork and appropriate packaging.

When returning an item you must get in contact with us prior to sending. You can either call our customer services team on 0800 254 642 or email [email protected]

All returns will be sent to:

Shoe Clinic Webstore

64 Willis Street
Wellington, 6011

Do you uphold your 30 Day Money Back Guarantee for online purchases?

Unfortunately we do NOT as our 30 Day Money Back Guarantee is on all prescribed/fitted shoes only. If you are unsure if the shoes you will be purchasing are correct for you we recommend getting fitted by one of our highly trained staff at any of our 17 stores nationwide. This will ensure the absolute correct fit for you and then will be backed by our famous 30 Day Money Back Guarantee.

Do you cover the cost of returns/exchanges?

Unfortunately we do not cover the courier costs of your returns, sorry!

What is the Advantage Club?

The Advantage Club is Shoe Clinic’s loyalty rewards scheme. It is very simple, for every dollar you spend you receive 1 point. When you reach 500 points we give you a $50 voucher. Therefore $500 spent = a $50 voucher to be used on your next purchase.

These points never expire, so it does not matter how long you take to reach the 500 point mark. Multiple people (ie the whole family) can be used under the one account.

All records of the Advantage Club are stored securely online, no need to remember to bring in a card for every purchase! Simply enter in your registered name/email either online or in-store to receive the benefits.

We record what shoes you purchase, so you do not have to remember the name of them every time they need replacing.

By signing up to the Advantage Club you consent to receiving our promotional emails/offers from time to time.