FREQUENTLY ASKED QUESTIONS

• Please note:

  Due to the evolving Covid-19 outbreak, we've issued a return extension, giving you up to 90 days to return an item.

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• Changes to Delivery Processes

  Due to the increasing impact of Coronavirus, our delivery carrier Courier Post has made some temporary changes to their delivery processes to ensure the safety of our people and customers.

  From the 16th of March, all courier delivery will follow the below process.

  Delivery on signature required product

  NZ Post couriers will knock on the door as usual and step back two metres. They will wait for someone to come to the door and greet as usual. They will then ask for the recipient's name and leave the parcel on the doorstep. The person receiving the parcel will not sign for the delivery directly.

  If no one is home, then the courier will follow the standard procedure and leave a card to call.

  Delivery on non-signature required product

  NZ Post couriers will knock on the door as usual and wait for someone to come to the door. If no one is present, the courier will follow the standard process and leave the item in a safe place or leave a card to call if there isn’t a safe place to leave the parcel.
  
  For any further updates, please visit the NZ Post website for more information.

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• Changes to our Customer Experience Operating Hours

  Our Customer Experience teams are working from home to ensure we're following Government-advised best practices.
  
  We're operating from Monday to Friday 11 am to 7 pm NZDT, here to have a chat about all things off the wall… or if you just need a mate.
  
  We're operating with a small team and are working hard to ensure your questions are heard and answered. There’ll be a significant delay in response and we appreciate your patience at this time.

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• Delivery Information

  As advised by the New Zealand government, we're taking necessary measures to ensure the safety of our Kiwi team, customers and community.
  As a result, your order will be fulfiled by our Australian warehouse. Orders placed after 20/03/2020 may experience delivery delays of up to 1-3 business days, on top of our standard estimated delivery time.

  We aim to deliver your order within the below delivery time frames.

  Orders placed after 2 pm NZDT or on weekends, it will be dispatched the next business day.

  DELIVERY OPTION	DELIVERY TIME	OVER $120	UNDER $120
  New Zealand Metro Areas	3-6 business days	FREE	$10
  New Zealand Rural Areas	5-9  business days	FREE	$10

  We send regular tracking emails to keep you updated throughout your purchase journey.

  You will receive an automated notification (via email or SMS) from our delivery partners SEKO within 24 hours of your order being despatched.  

  Head over to the tracking portal here and pop your order number in (find this in your order confirmation email) to follow your Vans order!
  
  Only received part of your order?

  We ship from multiple warehouses! You'll receive separate tracking emails and shipping times might be different.
  
  If you haven't received your order by the estimated delivery date, contact us below and we'll help track it down.

   P.S Don’t forget to check your spam.

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• Can I change or cancel my order?

  We take pride in our fast delivery which means that most orders are packed and dispatched within a short amount of time.

  We are unable to make any changes to your order and we only have a small window of opportunity to be able to cancel your order. If you would like to do so, please contact our Customer Experience team below and we will do our best. 

  While we will make every attempt to accommodate to your request if your order has already been packed by our team we are unable to cancel it. You can however still return any unwanted items in accordance with our Returns Policy.

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• What is your latest returns policy?

  In light of New Zealand post offices closing for trade, we’ve extended the return policy period for an additional 60 days. This allows a total of 90 days to return your item(s).
  
  Please note that we cannot process returns at this stage due to Post Office closures. Once we resume trade, we will gladly process your return.
  
  We want you to be completely satisfied with our products and we will gladly accept online returns within 90 days of receipt where the products are in new, unworn with tags attached and in their original packaging.

  3 simple conditions for a successful return:
  
  

  RETURNED WITHIN 90 DAYS OF PURCHASE	ITEM(S) ARE UNWORN & UNDAMAGED	IN ORIGINAL PACKAGING AND CONDITION
  Item(s) were purchased in the last 90 days and proof of purchase can be provided.	Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached	Item(s) are in original packaging or shoebox in their original condition

  
  Costs of returns

  You are responsible for the costs of returning any item(s) to our online store. Any returned item(s) remain your responsibility until they reach our warehouse.

  Faulty items
  
  If you believe your online purchase arrived with a manufacturing fault, please contact our Customer Experience Team below. We'll request your order/receipt number and photographs of the tongues, tops, sides, soles and fault.

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• Do you offer customisation?

  We're sorry to say that we don't offer customisation. It's a bummer, we know! However, this may be something we look to do in the future. We recommend subscribing to our mailing list as it's the best way to stay updated! You can head to our website and pop in your email address at the bottom.

  Now, while we can't guarantee it will happen, we're glad that you're interested so our fingers are crossed for you!

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