Delivery

With Auckland entering lockdown, our Auckland store will be closing temporarily, effective from Sunday  28/02/2021. Our remaining stores are open with safety measures implemented. Click here for more information.

Please know that while our physical doors are closed, our online store is still open! We’ll miss seeing you in-store but are excited for you to join us online. 

Our Operations team are adjusting accordingly, following directives from the New Zealand Government and our courier partners. We’ve made necessary adjustments to our processes so our teams can operate safely while fulfilling your orders. 

For further updates, please see the information provided by the New Zealand Government here. 

Important changes to take note of:

SHOPPING 

Our online store is still open and the place to be if you want to shop our products! If you need assistance with purchasing online, our Vans Team are available by phone to answer any questions and help place your order. Contact them on +64 9 886 9856 and press option 1.

DELIVERY

We're still delivering! However, there may be delays in freight. For further updates, please click here.

New Zealand Post has implemented strict cleanliness and social distancing measures to ensure safe deliveries for their customers and team. For more information, please click here.

CLICK & COLLECT

Click & Collect service is temporarily unavailable. Customers with outstanding orders will be able to collect their order once our stores re-open.

RETURNS

Please note that for those wanting to return an item to an Auckland store, our 30 day returns policy still remains. However, we will not count the days our stores are closed in this time frame for our New Zealand customers.

If the lockdown extends further than current plans, don’t worry! We’ll be monitoring the situation closely and adjusting our Returns Policy accordingly.

Our Customer Experience team is working safely from home and are available below if you require assistance with your order during this lockdown period. 

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.

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.

Please see below for our delivery times and shipping fees.

Tracking your order:

1. You can log in to your account and select the 'Track my Order' tab
2. 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.

Tracking Notification 

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.

All online orders from our New Zealand online store will be dispatched with ‘Authority to Leave’ at the time of purchase.

By ticking the box or selecting 'yes' at the checkout page on the website, you’ve selected to have our nominated courier leave your parcel at your unattended premises in accordance with your instructions.

You agree that the parcel is deemed ‘delivered’ when left at your premises.

Although the courier will use their discretion, if they do not think it is safe to leave your parcel unattended, they will take your parcel to your local post office and will leave a card to call. 

If you have inquiries relating to the whereabouts of your parcel, we advise that you contact the courier directly.

Please note that Vans New Zealand will not be held liable for any stock loss, due to theft or negligence when the authority to leave is selected at the time of checkout, and proof of delivery has been provided from our courier.

International delivery is unfortunately unavailable at this point in time. We only deliver to addresses within New Zealand.

Australian customers can order from our  Australian website.

Update: Click & Collect service is temporarily unavailable. Customers with outstanding orders will be able to collect once our stores reopen.

Want it now? Vans offers 1 Hour Click & Collect.

Place a Click & Collect order during store opening hours and you will receive your collection email within 1 hour. 

Please wait until you’ve received this email before heading in-store to collect.

Ts & Cs 

1 Hour Click & Collect is only available where your purchase:

• is finalised on a day on which your nominated Vans store is open for business;
• is finalised one (1) hour before your nominated Vans store closes for that day 
• is available for Click & Collect 
• is not affected by an event outside the reasonable control of Vans (including any impediment caused by the fraud analytic pre-screening process)

You can simply return to your store of collection if you have changed your mind about your recent click and collect purchase. Keep in mind, we can't refund PayPal orders in-store. You are also welcome to post your Click and Collect back to us for return. 

You can check out our Returns Policy for more information.

Our Vans Team can cancel your Click & Collect order. Simply get in touch and provide us with your order number. We'll provide you with the next steps.

Update: Click & Collect service is temporarily unavailable. Customers with outstanding orders will be able to collect once our stores reopen.

You’ll get an email notification once your order is ready to be picked up, so be sure to keep an eye out for this since it will be an indicator that you’re all clear to head into the store location and collect the order.

When you place a Click & Collect order within business hours, you will receive your collection email within 1 hour. Please wait until you have received this email before going in-store to collect.

To help us process your order quickly in-store, please ensure you bring along the following with you:

- Order Confirmation.

- Personal ID (ie, your driver's license, proof of age or passport).

 We may also request to see the credit/debit card used or speak to the cardholder.

Please note: If you need to nominate someone other than yourself to collect the order, we require prior contact with our Vans Team*

*We may request to see the credit card used or speak to the cardholder at any stage. The nominee will also be required to show a form of I.D.

Update: Click & Collect service is temporarily unavailable. Customers with outstanding orders will be able to collect once our stores reopen.

It's easy! Simply browse the website and find the products you want, then follow the steps below:

• Select your size
• Select 'Click & Collect' then enter your postcode & search radius and click 'Check'
  The closest stores to you with available stock will then be displayed, select your preferred store then click 'Buy & Collect In-Store'
• This will add the product to your cart, and you are free to browse and add other products to your cart
• Once you are ready to complete your order, click the cart icon in the top right corner to review your cart then click 'Proceed to Checkout'
• Now complete the order by entering your personal details and payment information
• Once you have successfully placed your order, wait for us to send you an email telling you your order is ready, then simply go to your selected store with your tax invoice (which we send via email) and your photo ID (so we know it's you!) to grab your Vans.*
  
  When you place a Click & Collect order within business hours, you will receive your collection email within 1 hour. Please wait until you have received this email before going in-store to collect.
  
  Please note: If you need to nominate someone other than yourself to collect the order, we require prior contact to our Vans Team. We may request to see the credit card used or speak to the cardholder at any stage. The nominee will also be required to show a form of I.D.

During working hours, please get in touch with a Vans Team via Live Chat or call on 64 9 886 9856  and press option 2 once prompted. They'll do their best to try and cancel for you, however, due to the nature of quick turnaround times for our orders, we cannot guarantee this.

If outside of working hours, please lodge an enquiry via Email. 

We take pride in our fast delivery which means that most orders are packed and dispatched within a short amount of time. 

However, there is a small window from the time you place the order to the point it is ready to be shipped that we can try and cancel for you.

Important to note: If your order has already been shipped then we are unable to make any changes. Once you receive your item(s), you can return them in accordance with our Returns Policy.

Once an order has been placed, you cannot change the address under your account.

However, there is a small window from the time you place the order to the point it is ready to be shipped that we can try and update the address for you. Please contact our Vans Team through Live Chat or call them on 64 9 886 9856 and press option 2 once prompted. They'll do their best to try and update the address for you, however, due to the nature of quick turnaround times for our orders, we cannot guarantee this.