What is your latest returns policy?
For purchases made from 25th November 2020 to 31st December 2020, we have extended our returns period to 60 days provided all other return conditions are met.
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
Please note that all 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. *
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.
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.
If you believe your online purchase arrived with a manufacturing fault, please contact our Vans Gurus 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
What is your faulty assessment process?
If you believe your items are faulty, incorrectly described or just not what you ordered, we want to know straight away!
Please get in touch with our Vans Gurus below for a faulty assessment. Make sure to include proof of purchase (a bank statement is fine if you can't find your invoice from us) as well as clear photos of the faulty item to help us in resolving this as quickly as possible*
*Please do not send the faulty product back without contacting us first.
*If an item has been misused or worn in a manner contrary to its purpose, the item will be classified as ‘general wear and tear’. Forms of misuse may include but are not limited to cuts, heat or burns, exposure to chemicals or harsh elements, contact with gravel/bitumen while using motorized vehicles, skateboarding, machine washing and any alterations (eg. shoe repair).
*If your item has been deemed faulty, we ask that you ensure your item is either destroyed or disposed of. Accent Group and its related entities cannot accept liability for any further loss or damage suffered if the shoes continue to be worn.
How do I book a return?
Check out our Online Returns Policy before making a return.
Online Return Instructions
Can I return or exchange my items?
Ordered the wrong size or had a change of mind?
We want you to be 100% happy with your items, so if you change your mind we'll happily accept a return within 30 days of purchase. Double-check that your items meet our Returns Policy and the three main requirements:
- Returned within 30 days of purchase (with proof of purchase available if requested).
- Unworn, unwashed and undamaged with original tags attached.
- In original packaging and condition. Items cannot be sent back with their packaging exposed, taped up or otherwise damaged.
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 returning your existing item.
We accept returns of sale items as long as they meet our Returns Policy.
Please follow the instructions here on how to organise your return.
What is the PayPal returns process?
If you made a purchase via PayPal, all returns still go through our online warehouse.
You are welcome to post your back to our online store and we will refund your order in accordance with your original payment method.
PayPal will be in touch once they have finalised your refund and you can then transfer the funds into your account.
For instructions on how to return your item, please see our Returns Policy.
Please note that we do not offer exchanges for online orders. If you would like to exchange an item, we recommend that you place a new order online and simply return your existing item.READ FULL ARTICLE
Did you know? PayPal refunds return shipping fees! You can check out this link for more information.
When will I receive my refund?
Once your return arrives at our warehouse, it will be processed by our returns team within 2-5 business days. Once processed, the refund will show in your account within 2-5 business days, depending on your financial institution.
Please allow some time for your item to reach our warehouse. Tip: We recommend holding onto your return tracking number so you can track your order and see when it reaches us.
I have received the wrong order?
Sometimes we make mistakes, we apologise if you have not received what you ordered.
Please contact our Vans Gurus so we can assist you.
Remember to provide the below information as it helps to speed up the process:
- Order number or proof of purchase
- Photographs displaying the incorrect item from all angles.READ FULL ARTICLE
Do I need to pay for returns shipping?
You are responsible for any costs associated with returning your order, including postage.
You can check out our Returns Policy for more information.READ FULL ARTICLE