Delivery and Returns

Everything you need to know about getting your order delivered, and what to do if you need to return, exchange, or request a refund.

Delivery

FREE delivery on orders over $200. Orders under $200 incur a $12 freight charge.
Delivery Area
New Zealand only — no international deliveries
Carrier
NZ Post (physical address required — no PO Boxes or Private Bags)
Dispatch Time
Within 24–48 hours of ordering (Monday–Friday, 9am–5pm)
Rural Deliveries
Please allow additional time for rural addresses

Please specify a delivery address where someone can sign for the parcel on arrival. If an item you ordered is unavailable, we will endeavour to notify you of any delay within 24 hours.

Once your order has been processed you can track its progress at nzpost.co.nz using your unique tracking number. If there are any issues, please call us on 0800 254 642.

Returns — online purchases only

Online purchases cannot be returned at a Shoe Clinic retail store.
Returns Window
60 days from date of dispatch, nationwide
Condition Required
Unworn, in original condition (as new), in original packaging
Postage Costs
All return courier/postage fees are at the customer's expense
Processing Time
We will call you within 24 hours of receiving the goods
Returns process
  1. Wrap the shoes in their original packaging
  2. Include your name, address, order number and a phone number we can reach you on
  3. Post to: Shoe Clinic Web Store, 58b Willis Street, Wellington 6011
  4. We will contact you within 24 hours of receiving your return to confirm a refund or exchange

For assistance or product information call our freephone 0800 254 642. Damaged or altered merchandise may not be exchanged, returned, or refunded.

Exchanges — online purchases only

Exchange Window
Within 60 working days from date of dispatch
Condition Required
Unworn, in original condition (as new), in original packaging
Availability
Subject to availability of the requested size or style
Postage Costs
All courier/postage fees are at the customer's expense
Please contact us before returning your item for exchange. Exchanges are only dispatched once the item has been received at our warehouse in original condition.
0800 254 642 Email us
Monday–Friday, 9am–5pm

Refunds — online purchases only

Refund Window
Within 60 days from date of dispatch
Condition Required
Unworn, in original condition (as new), in original packaging
Refund Method
Original payment method (Credit Card or Afterpay) within 1–2 working days of receiving goods
Gift Vouchers
Shoe Clinic gift vouchers (in-store or online) are non-refundable
Please contact us before returning your item for a refund. All return courier/postage fees are at the customer's expense.
0800 254 642 Email us
Monday–Friday, 9am–5pm

Shoe Clinic's 30 Day Money Back Guarantee applies only to shoes bought in-store at one of our nationwide retail stores — not to online purchases.