FREQUENTLY ASKED QUESTIONS
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Our stores are open!
To our valued customers,
As we continue to monitor the COVID-19 crisis, our greatest priority is the health and safety of our team members, customers and the wider community. We’ve been closely monitoring what’s happening locally and sticking to the guidelines provided by the New Zealand Government.
During this time, we have seen an increased demand for footwear for essential workers. We are also seeing strong demand for active footwear and apparel as more people are taking part in physical activities.We’re pleased to announce that we have made the decision to reopen all stores by the 14th of May 2020 with our new safety protocols in place to comply with all Government directives.
We are further pleased to announce that Click & Collect is available again. However, we ask that you please refer to the below information before heading into the store to pick up your order.Hygiene and social distancing measures
To help make them safer, we’ve introduced several measures to help us maintain an appropriate distance from each other while in our stores. We will review and adapt these in-store measures as the environment evolves.
Introduce a limit to the number of customers in-store at any given time.
Our stores will have signage displayed with the max capacity allowed in-store at any one time.
If the store has reached capacity, the number of customers will be managed using a one in, one out policy.
Maintain 2 metres apart from each other where possible
Social distancing tape will be placed around our floors and seating areas. These can be found throughout the store as reminders, as well as areas where you may be required to queue.
Use EFTPOS/Paywave/Tap n Go services available
We strongly encourage you to use your card or phone to tap and pay instead of cash, whenever possible.
Use sanitisation station upon entering the store
A team member will be at the entry door to offer hand sanitiser which all customers will be required to use before entering the store.
Regular cleaning routines throughout the entire store
We apply the highest standard of cleanliness and hygiene across our stores. We have increased the routine cleaning of frequently touched hard surfaces.
Remove and put on your own footwear
Our team will still be available to assist you with any sizing questions you may have, however they will maintain 2-metre distance to comply with social distancing! We will also have disposable try-on socks and gloves available.
Training for team members on social distancing and additional hygiene measures
All of our team members will be required to complete a training course before returning to work.
Thank you for playing your part in helping us practise social distancing! We appreciate your continued support as we work through this together.
Team Platypus.
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Delivery Information
DELIVERY OPTION
DELIVERY TIME
ORDER OVER $140
ORDER UNDER $140
New Zealand Metropolitan Areas
5 - 9 Business Days
FREE
$10
New Zealand Rural Areas
6 - 11 Business Days
FREE
$10
Only received part of your order?
We really don't want you to miss out on anything that you've ordered, so sometimes we fill orders from multiple warehouses which may result in separate deliveries. This is called a split order. We do this to make sure you can get your full order from all over New Zealand!
How does it work? Say your order has been split into two parts, if one item is dispatched, you'll receive your first tracking number. When your second item is dispatched, you'll receive your second tracking number. You won't receive both tracking numbers at the same time because remember, it's being fulfilled from separate warehouses which means different dispatch times!Don't worry! You'll receive all your corresponding tracking numbers. If you haven't received your order by the estimated delivery date, get in contact with our Customer Experience team below and we'll help track it down for you.
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How do I track my order?
We send regular tracking emails to keep you updated throughout your purchase journey. For Express Delivery orders, you will receive an automated notification (via email or SMS) once your order has been dispatched.
We currently use two couriers for all New Zealand orders so if your tracking number does not work for the Courier-Post portal, please use the SEKO portal.
Only received part of your order?
We ship from multiple warehouses. You'll receive separate tracking emails and shipping times will vary depending on the location it has been dispatched from.
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. Our emails sometimes end up there!
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I think I’ve been overcharged on my order?
We're currently working to resolve a known technical glitch that resulted in overcharges.
We’re sorry to hear that you’re experiencing issues with your payment and may have been overcharged.
This may be due to a technical glitch. We do our best to ensure that this doesn't happen!
If you believe that you may have been overcharged, please get in contact with the Customer Experience team below and provide your order details and a screenshot of the overcharge.
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What is your latest online returns policy?
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.
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.
If you would like to avoid return postage fees, you are welcome to visit one of our stores and return or exchange your shoes in person. Please note that we cannot facilitate Paypal refunds in store. 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.
CREDIT CARD PURCHASES PAYPAL PURCHASES AFTERPAY PURCHASES RETURN ONLINE Refund Available Refund Available Refund Available RETURN IN STORE Exchange, store credit or refund available. No refund available.
Exchange available for size only.Refund available. No exchanges
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
Online conditions:
- Online purchases using credit/debit cards may be refunded or exchanged in-store or online
- Online purchases using PayPal can only be returned to the online store.
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.
Exchanges & store credit
In-store purchases that are eligible for return and within 30 days of receipt may be exchanged for other items, or provided with store credit. It is at the discretion of our Platypus team to decide whether a full refund will be provided.
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.
Faulty items
Returns will be accepted on any faulty item(s) returned within a reasonable timeframe.
If you believe your online purchase arrived with a manufacturing fault, or you received something different to your original order, we'll be happy to cover the cost of the return.
If this is the case, please contact our Customer Experience team below with as many details as possible about the order. We'll request your order/receipt number and photographs of the tongues, tops, sides, soles and fault.
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