FREQUENTLY ASKED QUESTIONS
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Delivery Information
We aim to deliver your order within 3-5 business days almost anywhere in New Zealand.*
Orders placed after 2 pm NZDT or on weekends, it will be dispatched the next business day.
*Please note that some orders will be dispatched from our Australian warehouse which can extend the delivery time. The delivery times below are estimates and can vary depending on your location.
DELIVERY OPTION DELIVERY TIME OVER $120 UNDER $120 New Zealand Metro Areas 3-5 business days FREE $10 New Zealand Rural Areas 4-7 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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I have received the wrong order?
Sometimes we make mistakes, we apologise if you have not received what you ordered!
Please contact the Customer Experience team below to organise a solution.*
*You will be asked to provide proof of purchase as well as some photographs of what you have received.
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Returns Policy
We want you to be completely satisfied with our products and we will gladly accept returns within 30 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 30 DAYS OF PURCHASE
Item(s) were purchased in the last 30 days and proof of purchase can be provided.
ITEM(S) ARE UNWORN & UNDAMAGED
Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached.
IN ORIGINAL PACKAGING AND CONDITION
Item(s) are in original packaging or shoebox in their original condition.
Refunds
Upon receipt, a returned item will be processed by our returns warehouse within 2-3 business days.Once processed, the refund will show in your account within 2-5 business days, depending on your financial institution.
Please note that with any Public Holidays, there will be an additional 1-2 business days for your return to be processed.Online conditions:
- Online refunds will be processed once a return has been received at our warehouse and reviewed by the Returns Team. We’ll send you an email after your items have been reviewed, which may take up to 2 business days.
- Online purchases using PayPal can only be returned to the online store.
Cost of returns
You are responsible for the costs of returning any item(s) to our online store. Any returned item(s) are your property and remain your responsibility until they reach our warehouse.
Drop your return off at your local NZ Post Office;
- The cost depends on your location.
Faulty items
If you believe your online purchase arrived with a manufacturing fault, or you received something different to your original order, we'll be happy to cover the cost of the return. Please contact our Customer Experience Team.*
*Please do not send back any faulty items without contacting us first.
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How do I book a return?
If you're not 100% satisfied with your purchase, you can return your item(s) within 30 days of placing your order if you meet the below return conditions.
3 simple conditions for a successful return:
HOW TO RETURN YOUR ITEM:
READ FULL ARTICLETo return to our online store:
- Ensure you meet our 3 simple conditions for successful returns.
- Contact our Customer Experience Team to organise a return.
- The customer service team will provide you with return instructions and address to return to.
- Pack up your unworn shoes or items into their original shoe box or packaging.
- Place the original shoe box or packaging into another carton or satchel.
- Drop the parcel off at your nearest post office.
WHATS NEXT?
Orders must be returned to our Online Returns Warehouse and can only be provided a full refund. Unfortunately, we cannot facilitate exchanges.
Please allow time for your return to reach our warehouse. This time may vary depending on your location.
If approved, refunds are processed by our returns warehouse within 2-3 business days.
Once processed, the refund will show in your account within 2-5 business days, depending on your financial institution.
Please note that with any Public Holidays, there will be an additional 1-2 business days for your return to be processed. -
Can I return a sale item?
You are most welcome to return a sale item, as long as it meets our return conditions.
Even if your item was purchased at a sale price, you are welcome to return and receive a full refund for the price paid.
You can check out our Returns Policy for more information.
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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 time frame to be able to cancel your order. If you would like to do so, please contact our Customer Experience team here and they will do their 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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