FREQUENTLY ASKED QUESTIONS

• What are your Cyber Monday Terms and Conditions?

  Offer: Take a further 20% off using code 20CYBER.

  Start shopping here. 

  Important to note:

  • Offer is available from 8:00am NZDT on 30th November 2020 and ends 11:59pm NZDT 30th November 2020.
  • Offer is available online at www.vans.com.au and in all open Australian and New Zealand stores.
  • Offer applies to styles found under Sale category online along with in-store equivalent. Prices are as marked online and in-store.
  • Offer is subject to availability and while stocks last.
  • Due to the high volume of demand and if website difficulties are experienced, Vans cannot guarantee the availability of stock.
  • Offer cannot be used in conjunction with other offers, redeemed against prior purchases and is not available on lay-by.
  • Offer is not available on the purchase of gift cards/eVouchers.
  • Promotion may be extended or changed at Vans' discretion.

  Please allow additional time for delivery during sale periods and public holidays as delivery times may vary.

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• Extended returns:

  Purchases made from 25th November 2020 to 31st December 2020 will have 60 days to return

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• What are your Holiday Season Delivery Time Frames?

   

  The lead up to the holiday season is one of the busiest times of the year and we want to make sure your order arrives at your doorstep.

  Order before 2pm on:

  Metro: 16th December

  Rural: 11th December

   

  Please see our Delivery Timeframes for updates on potential delivery delays. 

  
  Please note: Shipping times are a guideline only and cannot be guaranteed based on possible courier delivery issues, or any other unforeseen or unavoidable events beyond the control of Vans.

  From everyone at Vans, happy holidays and we wish you a very successful new year.

   

   

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• What is your latest returns policy?

  For purchases made from 25th November 2020 to 31st December 2020, we have extended our returns period to 60 days provided all other return conditions are met.

  We want you to be completely satisfied with our products and we will gladly accept online 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) ARE UNWORN & UNDAMAGED	IN ORIGINAL PACKAGING AND CONDITION
  Item(s) were purchased in the last 30 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

  Please note that all returns cannot be sent with the shoebox taped up, written on or exposed. Please use either the original postage bag or an inside out plastic shopping bag. *

  Important to note! We do not offer exchanges for online orders. You'll automatically be issued a refund for any returned items. If you would like to exchange an item, we recommend placing a new order online and return your existing item.

  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.

  All online returns must be lodged here. Please note that all online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse.

  Refunds

  Once you have dropped your parcel off at the Post Office, please allow some time for your item to reach our warehouse. Our top tip is to keep a note of your return tracking number, that way you can track your order and see when it reaches us.

  Upon receipt, a returned item will be processed by our returns warehouse within 2- 6business days.

  Once processed, the refund will show in your account within 2-5 business days, depending on your financial institution.

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

  Third-Party & International Purchases

  Purchases made online from overseas distributors, outlets or third-party websites such as eBay cannot be exchanged, replaced or returned by Vans New Zealand; we advise you to contact the place of purchase for any warranty claims. We do not accept incorrect sizing exchanges or change-of-mind returns for overseas purchases.

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• How do I book a return?

  Check out our Online Returns Policy before making a return.

  Online Return Instructions
  
  

  1. Ensure you meet our 3 simple conditions for successful returns.
  2. Contact our Vans Gurus here to organise a return. You will be issued a return label.
  3. Pack your return in another carton or satchel to protect the original packaging.
  4. Print off the address label. Do not attach this label directly to the shoebox. The shoebox must be protected in a satchel or packaging. Please note that this is not a prepaid label and will require postage to be paid for at your nearest post office.
  5. Visit your nearest Post Office to pay for and drop off the parcel.

  Please note: We reserve the right to reject any returns that do not meet these requirements.
  All online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse.
  

  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.

  What's next?
  

  Please allow time for your return to reach our warehouse. This time may vary depending on your location. We recommend holding onto your return tracking number so you can track when it reaches us.

  If approved, refunds are processed by our returns warehouse within 2-5 business days.

  Once processed, the refund will show in your account within 2-5 business days, depending on your financial institution.

   

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• How do I place an online order?

  Placing an online order is easy! Follow our easy step by step guide below.

  Would you prefer to speak to someone instead? Give our Vans Gurus a call on 64 9 886 9856

  They'll be able to help you with your size and securely place an order for you!
  
  If you prefer not to call, hit up our Vans Gurus via our live chat channel.
  
  

  HOW TO PLACE AN ONLINE ORDER

  Step 1: Browse our website by using the search function at the top right-hand corner, or by clicking on the category in the navigation menu.

   

  

   

  Step 2: Select the style you wish to purchase.
  
  

  

   

  Clicking into the style, you'll be able to view a description of the shoe and product details 
  
  

  

   

  If you're unsure about the right size, you can view our size chart!
  
  

  

  Interested in this item? Click on "Add To Cart".
  
  Once you've done this, you'll see a number next to the shopping cart on the top right-hand corner. This means you've successfully added an item to your cart!
  
  

  You can continue shopping or if you'd like to start the checkout process, simply click on the Shopping Cart and select one of two options:
  
  "View or Update Cart" - If you need to make any edits to the current items in your cart
  "Checkout" - You're happy with your selection, then proceed to checkout.

  
  Step 3: Complete the order
  
  

  We accept all secure payment methods! Click here for more information.
  
  Note: At the cart, you'll also be able to enter in your discount code if you have one.

  
  
  Follow the prompts and fill out all the required fields.

  Once done, the last step is to review your details to make sure they're correct. 
  
  Press "Place Order". You're done!

  Having difficulties placing your order? No worries! Our Vans Gurus are available to help over the phone on 64 9 886 9856
  
  Once you have completed the checkout process, you'll receive your Order Confirmation to the email address that you provided at checkout. You'll also be able to view your order in the “My Account” section (if you have an online account with us).
  
  Remember, if you checked out as a guest and created an account afterwards, the order won't be visible there.
  
  Next steps: Sit tight! Once your order has been dispatched, you'll receive a follow-up email with your tracking details.

   

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