FREQUENTLY ASKED QUESTIONS
Delivery Delays - 15/07/21
Please note that we've been informed of delivery disruptions in and out of Auckland due to an incident that is beyond our control. Deliveries may take a bit longer to reach you. We apologise for the inconvenience. We will keep you informed as we hear more.READ FULL ARTICLE
Delivery times may vary during sale periods. Please allow an additional 2-4 business days on top of standard delivery timesREAD FULL ARTICLE
How long does delivery take?
Please note: Due to disruptions in flight schedules as a result of COVID-19 restrictions, there may be a delay in delivery time of up to 2-4 business days on top of our standard estimated delivery times below.
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
Important to note:
1. Delivery services do not run on National Public Holidays. Please click here for more information.
2. Shipping times are a guideline only and cannot be guaranteed based on possible courier delivery issues, or any other unforeseen or unavoidable external events (such as severe weather conditions) beyond the control of Vans.
Need help tracking your order? Click here.READ FULL ARTICLE
What is your latest returns policy?
Need to return your items? 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.
Auckland store update: We're constantly checking Government updates and directives, so if a town, region or city-wide lockdown impacts your ability to return your item, don't worry! Our 30 day returns policy remains, but we won't count the days that stores and/or post offices are closed.
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
Shoes must be returned in their original, undamaged shoebox. 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 to protect the shoebox during transit. *
Important to note! Orders returned online will be issued a full refund only. If you'd like to exchange online, please place a new order and return your existing item for a refund.
- Online purchases using credit/debit cards may be refunded or exchanged in-store. Please ensure you have your proof of purchase for our Vans team member to assist you.
- Online purchases using PayPal can only be returned online for a full refund. PayPal orders cannot be refunded in-store. As PayPal is a heavily encrypted, secure payment method, our store systems are unable to process PayPal refunds. Please see our article on PayPal returns for more information.
- Online purchases using Afterpay can be returned online or instore.
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.
You are welcome to return your items to our Auckland store to avoid return postage fees. Please note that the above conditions apply and PayPal orders must be returned online. As PayPal is a heavily encrypted, secure payment method, our store systems are unable to process PayPal 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- 3 business days.
Once processed, the refund will show in your account within 2-5 business days, depending on your financial institution.
Please allow an additional 1-2 business days for refund processing over sales periods and public holidays.
If you believe you have received a faulty item, please do not submit a general return as our returns warehouse does not process faulty assessments. Please read about our Faulty Assessment process here.
If you believe your online purchase arrived with a manufacturing fault, please contact our Vans Team 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.READ FULL ARTICLE
How do I book a return?
Check out our Online Returns Policy before making a return.
Top tip: We recommend trying your new shoes on inside to ensure they meet our return requirements if you need to return them.
Online Return Instructions
Is your store open?
Our Vans store is located at Shop 128/277 Broadway, Newmarket, Auckland 1023, New Zealand.
Please see our Store Locator for opening hours and further details.
Hygiene and social distancing measures
To help make our store safer, we’ve introduced several measures to help us maintain an appropriate distance from each other while in our stores. We will review and adapt these in-store measures as the environment evolves.
Introduce a limit to the number of customers in-store at any given time.
Our stores will have signage displayed with the max capacity allowed in-store at any one time.
If the store has reached capacity, the number of customers will be managed using a one in, one out policy.
Maintain 2 metres apart from each other where possible
Social distancing tape will be placed around our floors and seating areas. These can be found throughout the store as reminders, as well as areas where you may be required to queue.
Use EFTPOS/Paywave/Tap n Go services available
We strongly encourage you to use your card or phone to tap and pay instead of cash, whenever possible.
Use sanitisation station upon entering the store
Hand sanitiser will be available for all customers upon entry.
Regular cleaning routines throughout the entire store
We apply the highest standard of cleanliness and hygiene across our stores. We have increased the routine cleaning of frequently touched hard surfaces.
Remove and put on your own footwear
Our team will still be available to assist you with any sizing questions you may have, however they will maintain 2-metre distance to comply with social distancing! We will also have disposable try-on socks and gloves available.
Training for team members on social distancing and additional hygiene measures
All of our team members will be required to complete a training course.
Thanks for playing your part in helping us practise social distancing. We appreciate your continued support as we work through this together.READ FULL ARTICLE