Delivery

*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.

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.

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:

1. You can log in to your account and select 'Track my Order' tab
2. 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.

Courier-Post

SEKO

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.

Shipping is free if the value of your order is over $140.

Orders under $140 will incur a flat rate fee of $10 within New Zealand.

International delivery is unfortunately unavailable at this point in time. We only deliver to addresses within New Zealand.

All online orders will be dispatched with ‘Authority to Leave’ at the time of purchase. 

By ticking the box or selecting 'yes' at the checkout page on the website, you’ve selected to have our nominated courier leave your parcel at your unattended premises in accordance with your instructions.

You agree that the parcel is deemed ‘delivered’ when left at your premises.

Although the courier will use their discretion, if they do not think it is safe to leave your parcel unattended, they will take your parcel to your local post office and will leave a card to call.  

If you have enquiries relating to the whereabouts of your parcel, we advise that you contact the courier directly.

Please note that Platypus Shoes will not be held liable for any stock loss, due to theft or negligence if an authority to leave is selected at the time of checkout, and proof of delivery has been provided from our courier.

You do not need to be home to accept your parcel as our orders are dispatched with Authority to Leave (ATL)*. 

If you are not at home when delivery is attempted, the courier driver will leave your parcel in a safe place.

If they deem it unsafe to leave your parcel unattended, they'll leave a collection card and you can collect your parcel from your local post office.  

*If you would prefer that your order is not dispatched with Authority to Leave, uncheck the option before placing your order. 

Once your order has been placed, we're unable to modify your order. This includes changing the colour or size of an item, and adding or removing items from your order. 

If you notice that you've made a mistake on your order, please contact our Kicks Team immediately, either via Live Chat or on 0800 752 897. There is a short window of time before its packed, in which we will attempt to cancel the order for you so that you can reorder the correct size, colour or item. 

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

Please note: If your order is no longer eligible for cancellation, once you've received your item(s), you can you can return them in accordance with our returns policy. 

Should you wish to cancel your order, please contact the Kicks Team immediately, either via Live Chat or on 0800 752 897. We will try our best to accommodate your request, however, due to our fast dispatch and turnaround times, we cannot guarantee this. 

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

Important to note: We are unable to cancel orders after items have been shipped. Once you receive your item(s), you can return them in accordance with our Returns Policy.

Once an order has been placed, you cannot change the address under your account.

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 update the address for you. Please contact our Kicks Team through Live Chat or call them on 0800 752 897 and press option 2 once prompted. They'll do their best to try and update the address for you, however, due to the nature of quick turnaround times for our orders, we cannot guarantee this.

Please note: By changing your delivery address, it will add an additional business day on top of the standard delivery times.

Want it now? Platypus Shoes offers 1 Hour Click & Collect.

Place a Click & Collect order during store opening hours and you will receive your collection email within 1 hour. 

Please wait until you’ve received this email before heading in-store to collect.

Ts & Cs 

1 Hour Click & Collect is only available where your purchase:

• is finalised on a day on which your nominated Platypus Shoes store is open for business;
• is finalised one (1) hour before your nominated Platypus Shoes store closes for that day 
• is available for Click & Collect 
• is not affected by an event outside the reasonable control of Platypus Shoes (including any impediment caused by the fraud analytic pre-screening process or government lockdowns)

It's easy! Simply browse the website, then follow the steps below:

• Select your size
• Select 'Click & Collect' then enter your postcode & search radius and click 'Check'
• The closest stores to you with available stock will then be displayed, select your preferred store then click 'Buy & Collect In-Store'
• This will add the product to your cart, and you are free to browse and add other products to your cart
• Once you are ready to complete your order, click the cart icon in the top right corner to review your cart then click 'Proceed to Checkout'
• Now complete the order by entering your personal details and payment information

Please note that Click & Collect is subject to stock availability. Click & Collect may not be available for some items if your local store(s) are sold out. 

Once your order is placed, our in-store team will be notified and they'll get busy preparing your order! Once it's ready we'll send you an email letting you know and you can come and collect at your selected store with your tax invoice (which we send via email) and your photo ID (so we know it's you!).*

*When you place a Click & Collect order within business hours, you will receive your collection email within 1 hour. Please wait until you have received this email before going in-store to collect.

If you need to nominate someone other than yourself to collect the order, we require prior contact with our Kicks Team. We may request to see the credit card used or speak to the cardholder at any stage. The nominee will also be required to show a form of I.D.

If for any reason you're unable to pick up your Click & Collect order or would like to cancel,  please get in touch with our Kicks Team.
Please ensure that you include your order number when contacting us so we can assist you in the quickest way possible.

You'll receive an email letting you know your order is ready to be picked up. Once you receive the email, simply go to your selected store with your tax invoice (we sent it via email) and your photo ID (so we know it's you) to grab your fresh kicks!*

*When you place a Click & Collect order within business hours, you will receive your collection email within 1 hour. Please wait until you have received this email before going in-store to collect. Please note that the 1 hour timeframe may be delayed during lockdowns.

Please note: If someone other than yourself is collecting the order, you will need to get in contact with our Kicks Team to nominate them. We may request to see the credit card used or speak to the cardholder at any stage. The nominee will also be required to show a form of I.D.

Once you have placed an order, you will receive an email notification when it is ready to be picked up from your nominated store. We recommend checking your spam/junk mail as it can sometimes land in there.

You can simply return to your store of collection if you have changed your mind about your recent Click and Collect purchase.

Our general Returns Policy applies.

We are so sorry to hear that you've missed out on some laces!

If your shoes arrive without shoelaces, please reach out to our Kicks Team below to let us know what's going on. 

If our courier partners do not deem it safe to leave the parcel unattended at your delivery address, they will drop it off at the nearest post office for you to collect.

Once your parcel has arrived at the post office, you have up to 10 business days to collect. After 10 days the parcel will be returned to sender and unfortunately, we cannot send the parcel back out to you.

Rest assured that you will be refunded once your parcel makes its way back to the warehouse.

We understand that this is can be frustrating however we'd hate to see your parcel fall into the wrong hands!

We understand that you're hanging out for your new item(s), so we suggest repurchasing and organizing delivery to a location where they can be signed for such as your place of work.

If you have any further enquiries, please get in touch with our Kicks Team and we’ll be able to assist you.

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. 
We also recommend checking your spam/junk inbox as it can sometimes land in there.

Click here for ways to track your order.

You can check out our Delivery Timeframes to help you estimate the arrival of your order.

We know you want your order delivered to you but we want to make sure that it gets to your doorstep safely. 

If the courier believes that it is unsafe to leave your parcel unattended, they will take your parcel to your local post office and will leave a card for you to collect.

We apologise for any inconvenience this may have caused however we don’t want your parcel ending up in the wrong hands.

If you have any enquiries relating to the whereabouts of your parcel, we advise that you contact Courier Post directly on - 0800 501 501.

Alternatively, you can reach out to our Kicks Team and we’ll be able to assist you.

We really don't want you to miss out on anything you've ordered, so sometimes we fill orders from multiple warehouses which may result in separate deliveries. This is called a split order. We do this to make sure you can get your full order from all over New Zealand.

How does it work?

If your order has been split, you'll receive your first tracking number when the first half of the order is dispatched, and you'll receive the second tracking number as soon as the second half of the order has been dispatched. 

Your orders will likely arrive at different times due to the different dispatch times. 

Only received part of your order?

If you have ordered a few items, we may need to fulfil your order from multiple locations. This means we will pack and ship your items separately and therefore some items may arrive at a later date, even though you ordered everything together. We call this a split order. 

How do I track the rest of my order?

If your order has been split, you will receive an email with your tracking details for each separate delivery.

Please note: You won't receive both tracking numbers at the same time as they will be dispatched separately, from different locations, which means different dispatch times. 

If your order arrives and you're missing one or more items, we recommend double checking your emails to see if you've received any additional tracking numbers. If not, feel free to contact our Customer Experience Team below and we can provide you with tracking updates. 

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.

Please note that shipping and handling times can take anywhere between 2-9 business days, as your order could be coming from any one of our stores or warehouses. 

Your order confirmation will be sent to the email address that was entered upon placing the order.

Once your item/s have been dispatched, you will receive your tracking details.

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 your size isn't available in-store, our team can order your item from another store or warehouse and have it delivered to your house.

When placing an order in-store, please double-check that you provide your correct delivery address and contact details. 

Your item will be delivered within 2-9 business days. 

Returning an in-store order

If you wish to return an item you ordered in-store, please visit us in-store for a refund.
We are currently unable to facilitate an online return for an in-store order. When returning your item in-store please bring along proof of purchase and ensure that your item meets our Returns Policy conditions. 

Please note: If we are unable to fulfill your in-store order please visit us in-store to claim your refund. If you don't claim your refund within 60 days, we'll email another reminder. If your credit remains unclaimed after 90 days, it'll be issued in the form of a gift card.