FREQUENTLY ASKED QUESTIONS
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Delivery Information
We aim to deliver your order within the below delivery time frames. Orders placed after 2 pm NZDT or on weekends, it will be dispatched the next business day.
DELIVERY OPTION
DELIVERY TIME
ORDER OVER $130
ORDER UNDER $130
Standard Delivery
New Zealand Metropolitan Areas
3-6 Business Days
FREE
$10
Standard Delivery
New Zealand Rural Areas
5-9 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 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?
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.
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Can I change or cancel my order?
We take pride in our fast delivery which means that most orders are packed and dispatched within a short amount of time.
We are unable to make any changes to your order and we only have a small time frame to be able to cancel your order. If you would like to do so, please contact our Customer Experience team here and we'll do our best.
While we will make every attempt to accommodate to your request if your order has already been packed by our team we are unable to cancel it. You can however still return any unwanted items in accordance with our Returns Policy.
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I’m missing an item from my order?
Only received part of your order? We really don't want you to miss out on anything that you have ordered, so sometimes we fill orders from multiple warehouses which may result in separate deliveries. This is called a split order.
Rest assured, in the case that your order is dispatched from more than one warehouse, you will, of course, receive corresponding tracking numbers.
Head to our two tracking portals below and pop your tracking number in to follow your Platypus order!
Having difficulties? If you haven't received your order by the estimated delivery date, contact our Customer Experience team below and we'll help you track it down.
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What is your 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.
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
Please note that all 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. *
*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 back to our online warehouse and you will be provided with a full refund. Please note that we do not offer exchanges for online orders. If you would like to exchange an item, we recommend placing a new order online and return your existing item. Alternatively, you can visit one of our stores to exchange your item.
RefundsUpon 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 note that with any Public Holidays, there will be an additional 1-2 business days for your return to be processed.
Online conditions:
- 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
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.
Costs 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 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.*
*Please do not send any faulty items back without contacting us first.
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How do I book a return?
If you would like to avoid postage fees, you are welcome to head into your local store and return the item in person, as long as you meet the below return conditions. Please note that we are unable to facilitate PayPal returns in-store. You can check out our Returns Policy for more information.
3 simple conditions for a successful return:READ FULL ARTICLE
To return to our online store:
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Can I return a sale item?
You are most welcome to return a sale item, as long as it meets our return conditions.
Even if your item was purchased at a sale price, you are welcome to return and receive a full refund for the price paid.
You can check out our Returns Policy for more information.
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I have received the wrong order?
Sometimes we make mistakes, we apologise if you have not received what you ordered!
Please contact our Customer Experience team to organise a solution.
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*You will be asked to provide proof of purchase as well as some photographs of what you received.