FREQUENTLY ASKED QUESTIONS

• Please note:

  Delivery times may vary during peak sale periods. Please allow 2-4 business days on top of standard delivery times.

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• COVID-19 Information - Online & In-store

  Our Platypus Shoes stores are open to the public, under the latest Government Guidelines.

  The following services are also available:

  1. Contactless Home Delivery
  2.  Click & Collect

  Our in-store COVID-Safe Plan:

  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

  Hand sanitiser will be available for all customers upon entry.

  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.

  Thank you for playing your part in helping us practise social distancing! We appreciate your continued support as we work through this together.

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• How long does delivery take?

  Please note: Due to disruptions in flight schedules as a result of COVID-19 restrictions, there may be a delay in delivery time of up to 2-4 business days on top of our standard estimated delivery times below.
  

  DELIVERY OPTION	DELIVERY TIME	ORDER OVER $140	ORDER UNDER $140
  New Zealand Metropolitan Areas	5 - 9  Business Days	FREE EXPRESS DELIVERY	$10
  New Zealand Rural Areas	6 - 11 Business Days	FREE EXPRESS DELIVERY	$10

  Important to note:

  1. Delivery services do not run on National Public Holidays. Please click here for more information.

  2. Shipping times are a guideline only and cannot be guaranteed based on possible courier delivery issues, or any other unforeseen or unavoidable external events (such as severe weather conditions) beyond the control of Platypus Shoes.

  Need help tracking your order? Click here.

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• Can I cancel my order?

  During working hours, please get in touch with our Kicks Team via Live Chat or call on 0800 752 897 and press option 2 once prompted. They'll do their best to try and cancel for you, however, due to the nature of quick turnaround times for our orders, we cannot guarantee this.

  If outside of working hours, please lodge an enquiry via Email. 

  We take pride in our fast delivery which means that most orders are packed and dispatched within a short amount of time. 

  However, there is a small window from the time you place the order to the point it is ready to be shipped that we can try and cancel for you.

  Important to note: If your order has already been shipped then we are unable to make any changes. Once you receive your item(s), you can return them in accordance with our Returns Policy.

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• What is your latest Returns Policy for online purchases?

  Please note that this policy applies to online purchases only. Please see our In-store Returns Policy for more information on purchases made in-store.
  
  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.
  

  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.	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

  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. * 

   

  *We reserve the right to reject any returns that do not meet these requirements.

  
  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 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 in-store. 
  
  

  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 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.

  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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• The item I want is out of stock?

  If you can not add a size to the cart, and experience the message 'out of stock', then, unfortunately, we are sold out.

  We recommend giving our Kicks Team a call on 0800 752 897 and press option 1 once prompted. 
  
  Our team will be able to look into stock levels for you and check if one of our stores has any stock left.

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