How do I book a return?
Check out our Online Returns Policy before making a return.
Online Return Instructions
Can I return Vans I purchased overseas?
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 return an Afterpay purchase?
If you paid for your order via Afterpay, you are welcome to head to your nearest store and return the item in person OR you can post your item back to our online store. Take a look at our Returns Policy to find out more information.
When your refund is processed, Afterpay will send you an email and make the necessary adjustments to your payment schedule.
If you return your order in full and receive a full refund, any paid payments will be refunded back onto the card you paid on, and any upcoming payments will be cancelled.
If you return part of your order and receive a part refund, any previous payments will be adjusted and any difference refunded back onto your card. Upcoming payments will be adjusted or cancelled depending on your situation.
For a comprehensive breakdown of refunds with Afterpay, please see here.
Unfortunately, we are unable to facilitate exchanges, but you are welcome to repurchase on a new barcode. If you have any further enquiries regarding Afterpay, head to their website for more information.READ FULL ARTICLE
Can I exchange my items?
Accidentally ordered the wrong size or had a change of mind?
We offer both return and exchange options, provided your items meet our Returns Policy.
If you wish to exchange online, we recommend placing a new order and returning your existing item online for a refund. Orders returned online will be issued a full refund only.
Our online return instructions will guide you through the returns process.
Our in-store team will happily process exchanges for store purchases and online purchases made with credit card or Afterpay.
Afterpay purchases will be refunded and your new item processed on a new barcode.
Please note that PayPal orders must be returned online. As PayPal is a heavily encrypted, secure payment method, our store systems are unable to process PayPal transactions.
What is the PayPal returns process?
Online purchases using PayPal can only be returned online for a full refund. PayPal orders cannot be refunded in-store. As PayPal is a heavily encrypted, secure payment method, our store systems are unable to process PayPal refunds.
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.
How will I receive my refund?
You will be refunded according to your original payment method within 2-5 business days* of your return being processed:
Debit or credit card
Your refund will reflect in your account within 2-5 business days of your return being processed.
We will initiate your refund, and PayPal will be in touch once they have finalised your refund. You can then transfer the funds into your bank account if you wish.
When your refund is processed, Afterpay will send you an email and make the necessary adjustments to your payment schedule. Please see our article on Afterpay refunds for more information.
*Due to the increased volume over sales periods, please allow an additional 1-2 business days for refund processing.READ FULL ARTICLE
I have received the wrong order?
Sometimes we make mistakes, we apologise if you have not received what you ordered.
Please contact our Vans Team 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 return shipping?
You are responsible for any costs associated with returning your order.
You are welcome to post your return back to our online warehouse and we will refund your order as per your original payment method.
Please note: We do not offer exchanges for online orders. We suggest returning your items and reordering if you wish to exchange.
Organise your online return here.
Need more info? Check out our Returns Policy.
Can I return my item to your warehouse in-person?
Unfortunately, customers cannot attend our warehouse or office to return items due to OH&S restrictions.
If you attempt to return your item in person, your item will not be accepted for return.
Please follow our approved return procedures to ensure your return is processed correctly.
If you wish to avoid return postage fees, you are welcome to return your item in-store if you paid via Afterpay or credit card. Paypal orders must be returned online.READ FULL ARTICLE