What is your latest Returns & Exchanges Policy for online purchases?
Need to return your items? 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.
Auckland store update: We're constantly checking Government updates and directives, so if a town, region or city-wide lockdown impacts your ability to return your item, don't worry! Our 30 day returns policy remains, but we won't count the days that stores and/or post offices are closed.
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
Shoes must be returned in their original, undamaged shoebox. 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 to protect the shoebox during transit. *
Important to note! Orders returned online will be issued a full refund only. If you'd like to exchange online, please place a new order and return your existing item for a refund.
- Online purchases using credit/debit cards may be refunded or exchanged in-store. Please ensure you have your proof of purchase for our Vans team member to assist you.
- 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. Please see our article on PayPal returns for more information.
- Online purchases using Afterpay can be returned online or instore.
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.
You are welcome to return your items to our Auckland store to avoid return postage fees. Please note that the above conditions apply and PayPal orders must be returned online. As PayPal is a heavily encrypted, secure payment method, our store systems are unable to process PayPal refunds.
How is the refund processed?
Due to the impact of COVID-19, we're experiencing delays in processing returns of up to 5-7 business days.
Once you have sent your parcel back to our warehouse and we have received it, we will process your return within 2-3 business days. Note your return tracking number so that you can track your order and see when it reaches us.
I paid with Credit Card: Once processed, the refund will appear in your account within 2-5 business days, depending on your financial institution.
I paid with PayPal: Once processed, PayPal will be in touch when they have finalised your refund/made adjustments to your account or payment schedule.
I paid with Afterpay: Once processed, Afterpay will send you an email and make the necessary adjustments to your payment schedule. For more information, head to their website.
*Please allow an additional 1-2 business days for refund processing over sales periods and public holidays.
If you believe you have received a faulty item, please do not submit a general return as our returns warehouse does not process faulty assessments. Please read about our Faulty Assessment process here.
If you believe your online purchase arrived with a manufacturing fault, please contact our Vans Team 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 latest Returns & Exchanges Policy for in-store purchases?
This policy applies to in-store purchases only. Please see our Online Returns & Exchanges Policy for purchases made online.
Updated as of 25/08/21: We're constantly checking Government updates and directives, so if a town or region impacts your ability to return your item, don't worry! Our 30 day returns policy remains, but we won't count the days that stores and/or post offices are closed.
Need to return your items? We want you to be completely satisfied with our products and we will gladly accept 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:
- Item(s) were purchased in the last 30 days and proof of purchase can be provided.
- Item(s) must be unworn & undamaged with original tags attached.
- Items are in their original packaging (shoebox) and in original condition. Shoes must be returned in their original, undamaged shoe box.
Please note: Customised or personalised items of VANS footwear or apparel are not eligible for returns, replacements, exchanges or refunds.
In-store purchases cannot be returned or refunded to the online store at this point in time.
Exchanges & store credit
In-store purchases that are eligible for return and within 30 days of receipt may be exchanged for other items, or store credit provided. It is at the discretion of our team to decide whether a full refund will be provided.
Credit notes are valid for 12 months. Credit notes must be presented at the time of redemption.
We will gladly accept returns for any faulty item(s) provided that it is a genuine manufacturing fault.
Please click here for more information on in-store faulty assessments.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 Team 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.
* Proof of purchase is required to initiate a Faulty Assessment.
*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.