FREQUENTLY ASKED QUESTIONS
In-store COVID Safe Plan
COVID SAFE PLAN
Hygiene and social distancing measures
To help make our stores 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.
Mandatory face masks in-store
Face masks are mandatory when shopping in our stores.
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Region Click & Collect Service Auckland
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Greater New Zealand
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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
How long does delivery take?
DELIVERY OPTION DELIVERY TIME OVER $150 UNDER $150 New Zealand Metro Areas 3-5 business days FREE $12 New Zealand Rural Areas 4-7 business days FREE $12
Only received part of your order?
If you order more than one item, your items may be dispatched from different locations. You will receive a separate dispatch email and tracking number for each package sent to you.
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
How do I track my order?
Tracking your order:
- You can log in to your account and select the 'Track my Order' tab
- Checked out as a guest? Pop the tracking number (can be found in your tracking email) into the tracking portal to follow your Vans order.
Note: It can take anywhere between 24-48 hours for the tracking number to become available on the courier's website.
If you haven't yet received a tracking number, it just means we're working on processing your order. You'll receive an automated notification with your tracking number once your order has been dispatched. You can check out our Delivery Timeframes to help you estimate the arrival of your order.
Your tracking number will be sent with the subject line "Your Vans Order #VANSNZ000000 Update".
Your tracking email will look like this:
If you haven't received your order by the estimated delivery date, contact the Vans Team below and we'll help track it down.
What is your latest Returns & Exchanges Policy for online purchases?
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.
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 Afterpay or PayPal 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.
How is the refund processed?
Once you have sent your parcel back to our warehouse and we have received it, we will process your return within 2-3 business days. Note your return tracking number so that you can track your order and see when it reaches us.
I paid with Credit Card: Once processed, the refund will appear in your account within 2-5 business days, depending on your financial institution.
I paid with PayPal: Once processed, PayPal will be in touch when they have finalised your refund/made adjustments to your account or payment schedule.
I paid with Afterpay: Once processed, Afterpay will send you an email and make the necessary adjustments to your payment schedule. For more information, head to their website.
*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