FREQUENTLY ASKED QUESTIONS
In-store COVID Safe Plan
COVID SAFE PLAN
To help make our stores 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.
Mandatory face masks in-store
Face masks are mandatory when shopping in our stores.
Click & Collect
Region Click & Collect Service Auckland
Click & Collect
Greater New Zealand
Click & Collect
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.READ FULL ARTICLE
Current Promotion - FAQ
Click Frenzy Sale -Up to 50% Off Selected Styles
Offer starts 9th of November 2021 and is available for a limited time only.
Start shopping here.
- This offer is available online and in all New Zealand stores.
- This offer applies to selected styles and colours, which can be found under the Sale categories online and in-store.
- Prices are as marked.
- Offer is subject to availability and while stocks last.
- Offer cannot be used in conjunction with other offers.
- Promotion may be extended or changed at Platypus Shoes' discretion.
Full terms and conditions here.
How long does delivery take?
*Please note: Due to disruptions in flight schedules as a result of COVID-19 restrictions, we are experiencing delays of up to 3 business days on top of normal delivery timeframes. Our team are working hard to ensure you get your order as soon as possible.
ORDER OVER $140
ORDER UNDER $140
New Zealand Metropolitan Areas
5 - 9 Business Days
New Zealand Rural Areas
6 - 11 Business Days
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.READ FULL ARTICLE
How do I track my order?
Please note: Due to disruptions in flight schedules because of COVID-19 restrictions, we are experiencing delays. Our team are working hard to ensure you get your order as soon as possible.
If you haven't yet received a tracking number, it just means we're working on processing your order. You'll receive an automated notification with your tracking number once your order has been dispatched.
You can check out our Delivery Timeframes to help you estimate the arrival of your order.
Tracking your order:
- You can log in to your account and select 'Track my Order' tab
- Checked out as a guest? 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. Pop the tracking number (can be found in your tracking email) into the tracking portals below to follow your Platypus Shoes order.
Note: It can take anywhere between 24-48 hours for the tracking number to become available on the courier's website.
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 our Kicks Team and we'll help track it down.READ FULL ARTICLE
What is your latest Returns Policy for online purchases?
Extended 60-Day Returns: Any purchases made between 15/11/21 to 31/12/21 will have up to 60 days to return. More info here.
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.
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.
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.READ FULL ARTICLE
How do I book a return?
Please view our Online Return Policy before organising a return.
Online Return Instructions