FREQUENTLY ASKED QUESTIONS

• Delivery Information

   

  DELIVERY OPTION	DELIVERY TIME	OVER $120	UNDER $120
  New Zealand Metro Areas	3-6 business days	FREE	$10
  New Zealand Rural Areas	5-9  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.

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• How do I track my order?

  We pride ourselves on our fast delivery.

  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.  

  Have an account?

  Log in to My Account > My orders> Track.

  It's that easy to keep up with your order!

  Alternatively, you can 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 the Customer Experience team below and we'll help track it down.

   P.S Don’t forget to check your spam.

   

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• What is your latest returns policy?

  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.
  
  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

  
  Costs of returns

  You are responsible for the costs of returning any item(s) to our online store. Any returned item(s) remain your responsibility until they reach our 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 2-5 business 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 Customer Experience Team below. We'll request your order/receipt number and photographs of the tongues, tops, sides, soles and fault.

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• The item I'm hoping to buy has sold out?

  Unfortunately, adding an item to your cart does not guarantee that this product is being held for you, and it can still sell out before you complete your purchase.

  If you can not add a size to the cart then, unfortunately, we have sold out of your size.

  You can subscribe to our mailing list to be the first to know about upcoming releases and restocks of popular items.

   

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