FREQUENTLY ASKED QUESTIONS

• How long does delivery take?

  Just placed an order? Here's when you can expect delivery: 

   

  LOCATION	DELIVERY TIME
  New Zealand Metropolitan	5-9 Business Days
  New Zealand Rural	6-11 Business Days

  
  * Delivery timeframes are estimates only, and may vary with peak sale periods, COVID-19 related impacts, possible courier delivery issues, and other influences beyond the control of Platypus Shoes.  
  
  

  Need help tracking your order? Click here.

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• How do I track my order?

  Once your order has left our warehouse, you'll receive an email from our courier with a tracking number and a link to track its delivery. If you haven't received an email with tracking details, it just means we're still packing your order and it's yet to be dispatched from our warehouse.

  • If you checked out as a guest: Wait for your email with the tracking number and link to track its delivery. 
    
    
  • If you have an account: Login to your account and select the 'Track Order' tab

  Please note: It can take anywhere between 24-48 hours for the tracking number to become available on the courier's website.

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• What is your latest Returns Policy for online purchases?

  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. 
  
  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.

   

  	CREDIT CARD PURCHASES	PAYPAL PURCHASES	AFTERPAY PURCHASES
  RETURN ONLINE	Refund Available	Refund Available	Refund Available
  RETURN IN STORE	Exchange, store credit or refund available.	Refund and Exchange Available.	Refund and Exchange Available.

  
  
  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. * 

   

  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.

  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 all online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse.
  
  

  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 2-3 business days.

  Once processed, the refund will show in your account within 2-5 business days, depending on your financial institution.

  Please allow an additional 1-2 business days for refund processing over sales periods and public holidays.
  
  

  Faulty items

  If you believe you have received a faulty item, please do not submit a 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, 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 Kicks Team 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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• How do I book a return?

  Please view our Online Return Policy before organising a return. 
  
  

  Online Return Instructions

  1. Ensure your return meets our Returns Policy requirements
  2. Log into your Account to book your return. If you checked out as a guest, use our Guest Returns Portal.
  3. Enter your order number & its associated email address
     Note: If your order was split into two parts, then you would have received two order numbers (ending with _1 &_2). They must be returned separately in the portal as they're recognised as unique order numbers
  4. Select the item(s) you would like to return by checking the relevant boxes. Confirm the return reason for each item 
  5. Ensure your details are correct before clicking ‘next’ 

  6. Pay for your return postage via credit card

  7. Click 'pay now' and your prepaid return postage label will be emailed to you

  8. Print off your label and attach it to the package (Do not attach this label directly to the shoebox. The shoebox must be protected in a satchel or packaging)

  9. Drop off your parcel at your nearest Post Office.

  Good to know: Can’t remember your order number? Pop in your email address and it’ll bring up all associated order numbers. 

  Please note: We reserve the right to reject any returns that do not meet these requirements.
  All online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse.

  Shoes must be returned in their original, undamaged shoebox.

  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.
  
  

  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.

  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. 
  
  

  What's next?
  

  Please allow time for your return to reach our warehouse. This time may vary depending on your location. We recommend holding onto your return tracking number so you can track when it reaches us.

  If approved, refunds are 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.

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