FREQUENTLY ASKED QUESTIONS
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PLEASE NOTE:
There may be an additional 1-2 business days for delivery due to the sale period.
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Click Frenzy
Click Frenzy Terms and Conditions:
Promotion starts at 2 am NZDT Monday 11th November 2019 and ends at 2 am NZDT Wednesday 13th November 2019. Offer is up to 50% off selected styles. Prices as marked. Cannot be used in conjunction with any other offer.
Click here to shop our sale.*Please note that there may be a delay in delivery due to the high influx of orders throughout our Click Frenzy sale period.
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Delivery Information
We aim to deliver your order within 2-5 business days almost anywhere in New Zealand!
Orders placed after 2 pm NZDT or on weekends, it will be dispatched the next business day.
The delivery times below are estimates and can vary depending on your location.
DELIVERY OPTION
DELIVERY TIME
ORDER OVER $130
ORDER UNDER $130
Standard Delivery
New Zealand Metropolitan Areas
2-4 Business Days
FREE
$10
Standard Delivery
New Zealand Rural Areas
4-7 Business Days
FREE
$10
We send regular tracking emails to keep you updated throughout your purchase journey.
Only received part of your order?We ship from multiple warehouses! You'll receive separate tracking emails and shipping times might be different.
Head to our two tracking portals below and pop your tracking number in (find this in your order confirmation email) to follow your Platypus order!
If you haven't received your order by the estimated delivery date, contact us below and we'll help track it down
P.S Don’t forget to check your spam!
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How do I track my order?
For Standard Delivery orders, you will receive an automated notification (via email or SMS) from our delivery partners Courier-Post/SEKO within 24 hours of your order being despatched.
We send regular tracking emails to keep you updated throughout your purchase journey.
Only received part of your order?We ship from multiple warehouses! You'll receive separate tracking emails and shipping times might be different.
Head to our two tracking portals below and pop your tracking number in (find this in your order confirmation email) to follow your Platypus order!
If you haven't received your order by the estimated delivery date, contact us below and we'll help track it down
P.S Don’t forget to check your spam!
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Returns Policy
If you're not 100% satisfied with your purchase, you can return your item(s) within 30 days of placing your order if you meet the below return conditions.
Please note all PayPal transactions must be returned online should you want a refund.*Please note Gift Cards are non-refundable.
RETURNED WITHIN 30 DAYS OF PURCHASE
Item(s) were purchased in the last 30 days and proof of purchase can be provided.
ITEM(S) ARE UNWORN & UNDAMAGED
Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached
IN ORIGINAL PACKAGING AND CONDITION
Item(s) must be returned in the condition they were dispatched in. 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.
Please note we reserve the right to reject any returns that do not meet these requirements.
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.You may also return your items online and you will be provided with a full refund, unfortunately, we can not facilitate exchanges when your order is returned to us in this manner.
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
REFUNDSRefunds will be processed via your original payment method;
- Credit card refunds will be visible within 1-5 business days depending on your financial institution
- PayPal refunds will be processed in your PayPal account 1-2 business days after we receive your returned item
- Afterpay refunds will be processed in your Afterpay account 1-2 business days after we receive your returned item
Online conditions:
- Online refunds will be processed once a return has been received at our warehouse and reviewed by the customer care team. We’ll send you an email after your items have been reviewed, which may take up to 2 business days
- Online purchases using credit/debit cards may be refunded or exchanged in-store. Please ensure you have your proof of purchase for our Platypus team member to assist you
- Online purchases using PayPal can only be returned to the online store
In-store conditions:
- In-store purchases cannot be returned or refunded to the online store at this point in time
- If you purchased online and picked up in-store using our Click and Collect service, then you are eligible for an exchange or full refund
- Online purchases using PayPal or Afterpay can only be returned to the online store
- Gift cards are non-refundable.
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 Platypus team to decide whether a full refund will be provided
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.
FAULTY ITEMS
Returns will be accepted on any faulty item(s) returned to any Platypus store 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 with as many details as possible about the order.
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How do I book a return?
If you're not 100% satisfied with your purchase, you can return your item(s) in-store or online within 30 days of the order receipt and we will be happy to provide you with an exchange, store credit or refund.
Please ensure that you meet our three conditions for a successful return:
RETURNED WITHIN 30 DAYS OF PURCHASE
Item(s) were purchased in the last 30 days and proof of purchase can be provided.
ITEM(S) ARE UNWORN & UNDAMAGED
Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached
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IN ORIGINAL PACKAGING AND CONDITION
Item(s) are in original packaging or shoe box in their original condition
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How to return an online order in store?
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. just be sure to meet the conditions below and bring your proof of purchase. Your confirmation email is ideal!
Please note, you can not return an item purchased with PayPal in-store - you'll need to post it back to us. For more information on PayPal, returns click here.
3 SIMPLE CONDITIONS FOR A SUCCESSFUL RETURN
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RETURNED WITHIN 30 DAYS OF PURCHASE
Item(s) were purchased in the last 30 days and proof of purchase can be provided.
ITEM(S) ARE UNWORN & UNDAMAGED
Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached
IN ORIGINAL PACKAGING AND CONDITION
Item(s) are in original packaging or shoebox in their original condition
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Can I change or cancel my order?
Once an order is placed, we are unable to cancel, change or update the details of your order. We take pride in our fast delivery which means most orders are packed and dispatched within a short amount of time.
If you would like to cancel your order, please contact our customer experience team here and they will do their best!
While we will make every attempt to accommodate your request, if your order has already been packed by our team we will be unable to cancel it. You can, however, return any unwanted items in accordance with our returns policy.
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