FREQUENTLY ASKED QUESTIONS
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I ordered the wrong size - can I exchange?
We're sorry to hear your new Vans aren't quite right!
Unfortunately, we are unable to facilitate exchanges online. If your shoes meet our Returns Policy, we recommend returning your shoes online and repurchasing the correct size.
If you would like assistance determining which size you should purchase, our Vans Experts are available to help. Give them a call on 64 9 886 9856 and press 1.
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Extended Customer Experience Operating Hours
Due to scheduled website maintenance, our chat hours will be reduced to 9 am - 10 pm on Monday 21/09/2020.
We have extended our operating hours for Live Chat!
Our dedicated Customer Experience team will be available on live chat from Monday to Friday between 9:00 am to 12:00 am, Saturday to Sunday 9:00 am to 9:00 pm NZDT.
Speak to our Live Chat team here.
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Please note:
Website maintenance is scheduled for Monday 21/09/2020 from 9pm - 11pm. Some functions may be unavailable.
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What is your latest returns policy?
Please note that due to delays associated with the Auckland lockdown, it may take up to 6 business days for your return to be processed by our returns warehouse.
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.
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.
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
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
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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. -
Ask our Online Vans Team!
We've put together a team of passionate Vans Experts who all have one thing in common - they live for shoes!
Whether you're after some styling advice or you want to make sure you're ordering the correct size, our Online Vans Team is only a moment away.
Having difficulties choosing between a pair of Old Skools or Authentics? Our team is happy to provide product info and personal recommendations.
The team is also on hand to assist with any checkout issues that may pop up.
Want to get in touch?
Give our Online Vans Team a call between 7 am - 7 pm, Monday to Sunday on +64 9 886 9856 and press option 1.
Want to chat online? The team is available between 9 am - 12 am Monday to Friday, 7 am to 7 pm Saturday to Sunday! Hit them up here.
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How to 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 Experts 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 Experts 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 orderWe 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 Experts 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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