Our delivery options, timeframes and costs are as below:
IMPORTANT TO NOTE: Please allow 1-3 business days for your order to be packed before it's shipped. Delivery times begin once an order has been packed and picked up by the courier. Please allow additional packing time during peak periods (such as sales or public holidays).
*Please note that delivery timeframes are estimates only and may vary with peak sale periods, possible courier delivery issues and other influences beyond the control of Platypus Shoes.
Orders shipped from the Australian warehouse may take up to 8 days. We do our best to fill your orders from our New Zealand warehouses, but there are occasions when we fulfil from our Australian warehouses to ensure that you don’t miss out on anything you’ve ordered.
If you've ordered more than one item, your order may be split into multiple deliveries if we're unable to source all of your products from one dispatch location. If your order has been split into multiple deliveries, you'll receive a separate tracking email for each delivery.
Authority to Leave:READ FULL ARTICLE
When you place your order, you will have the option to give Authority to Leave. This means that if it's safe to do so, your delivery will be left unattended if you're not home to accept it. Please note that the courier has the right to override this instruction in the instance that they deem your order unsafe to leave unattended. If you do not provide Authority to Leave, your delivery will be redirected to your local post office if nobody is home to accept it. For further information, please see here.
How do I track my order?
Once your order has left our warehouse, you'll receive an email from our courier with a tracking number and a link to track its delivery. You can also track your order by entering your tracking number below!
If you haven't received an email with tracking details, it just means we're still packing your order and it's yet to be dispatched from our warehouse.
If you checked out as a guest: Wait for your email with the tracking number and link to track its delivery.
- If you have an account: Login to your account and select the 'Track Order' tab
Please note: It can take anywhere between 24-48 hours for the tracking number to become available on the courier's website.READ FULL ARTICLE
- If you checked out as a guest: Wait for your email with the tracking number and link to track its delivery.
What is authority to leave (ATL)?
What is Authority to Leave?
Authority to leave (ATL) is selected by default at the checkout. If this option is left checked, the courier will not require a signature for delivery and will leave the parcel in a safe place if no one is home. You agree that the parcel is deemed 'delivered' when left at your premises.
What if I selected ATL and my parcel is stolen?
Platypus Shoes will not be held liable for any stock loss, due to theft or negligence if Authority To Leave is selected at the time of checkout and proof of delivery has been provided from our courier.
I would like to sign for my order, how can I ensure this?
If you would prefer to sign for the parcel, please deselect the option "I give permission to leave this order at the above address" at checkout. If no one is home at the time of delivery, the parcel will be taken to your local Post Office for collection.
I've been notified that my order has been delivered, but I haven't received it!
- Check your tracking details. Your order may have been taken to your local Post Office.
- Check the surroundings of your property/mailbox. The courier may leave your order in a partially obscured spot to keep it safely away from street view.
If you have any enquiries relating to the whereabouts of your parcel get in touch with our Kicks Team below.READ FULL ARTICLE
Do I need to be home for delivery?
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.
Where do you deliver?
We deliver within New Zealand to residential and business addresses.
For orders outside of New Zealand, please visit one of our international sites:
Australia: Platypus AustraliaREAD FULL ARTICLE
Can my delivery be upgraded to reach me faster?
Once your order is placed, we're unable to upgrade or change the delivery method.
Our teams are working hard to get your order to you ASAP. Once your order is on its way to you, you will receive an email with your tracking information. We appreciate your patience during this time.READ FULL ARTICLE
What is 1 Hour Click & Collect?
Shop online and pick up your order in-store within 1 hour. Simply select Click & Collect at the checkout!
How much does Click & Collect cost?
Our 1-hour Click & Collect is 100% free of charge and is available at all Platypus stores. There is no minimum purchase on Click & Collect orders.
How to place a Click & Collect order
- Add your product(s) to the cart
- Proceed to the checkout and select the "Click & Collect" tab
- Enter your post code. Nearby stores with the item available will be listed - Select your preferred store.
- Proceed through checkout and place your order
- You'll receive an order confirmation and then another email when your order is ready for collection
*Click & Collect is subject to stock availability. Click & Collect may not be available for some items if your local store(s) are sold out.
What do I need to pick up my Click & Collect order?
Please be prepared to show your order confirmation and photo ID to our in-store team (so we know it's you). If you need to nominate someone other than yourself to collect the order, we require prior contact with our Kicks Team below. The nominee will also be required to show a form of I.D.READ FULL ARTICLE
When can I pick up my Click & Collect order?
Our Kicks Team prioritise your Click & Collect orders to have them ready for pickup within 1 hour!
You're able to collect your order once you've received the ready-for-collection email. On collection, we'll ask to see your order confirmation and photo ID (so we know it's you).
Good to know: If you need to nominate someone other than yourself to collect the order, let our Kicks Team know beforehand! The nominee will also need to show a form of ID on collection.
READ FULL ARTICLE
How long will my Click & Collect be held?
Running late or forgot to pick up your Click & Collect order? No issues here. We'll hold onto your order for up to 21 days.READ FULL ARTICLE
Can I cancel my Click & Collect order?
Yes, should you wish to cancel your Click & Collect please get in touch with our Kicks Team here and provide us with your order number (starts with PLATNZ).READ FULL ARTICLE
Why isn't Click & Collect available for the item I need?
No results when you enter your postcode for Click & Collect?
Only local Platypus Shoes stores which have your item in stock will appear available for Click & Collect.
If Click & Collect is unavailable at your local store, we recommend having your item delivered! View our Delivery Timeframes here.
Can I cancel my order?
Unfortunately, we're unable to cancel an order once it's placed.
READ FULL ARTICLE
Once you receive your item(s), you can return them in accordance with our Returns Policy.
Can I change the size or colour of an item after I've placed my 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.
Can I update my delivery address after I've placed my order?
Our team work quickly to get orders picked, packed and out the door to you - so we can't guarantee that we'll be able to update your delivery address.
If you have just placed your order, or you have not received a tracking number:
Please contact our Kicks Team here.
There is a short window of time before it's ready to be shipped that we may be able to update the address for you.
If you have been sent a tracking number:
We are unable to update a delivery address once an order has been packed.
If your order was dispatched from one of our New Zealand stores, please get in contact with NZ Post on 0800 501 501 and provide them with your tracking number. There is a small window in which they may be able to update your address. Any address updates completed by NZ Post will add an additional business day for delivery on top of the standard delivery time.
If your order was dispatched from our Australian warehouse, please contact our Kicks Team here and we will investigate. Please note that there is only a small window in which we may be able to update your address.READ FULL ARTICLE
I've received a mismatched pair of shoes, what can I do?
If you have received your order, and you have 2 different shoes that do not match, please see the options below to have this resolved:
- Please visit your nearest Platypus store, and our team can have your shoes exchanged to the correct pair, or refunded for you. You can find your nearest Platypus store here.
- If you cannot make it in-store, you can organise your return online through our returns portal here.
You can reach out to our Kicks Team below for more assistance, but please note we are unable to facilitate direct exchanges or replacements online.READ FULL ARTICLE
Why was my delivery returned to sender?
If your parcel has been returned to sender, you will be refunded in 2-5 business days once your parcel arrives back at the warehouse.
Some possible reasons why your order was unable to be delivered:
- Your delivery address was incomplete or incorrect
- No-one was present to receive the parcel
- The delivery was rejected
Once your parcel has been returned to sender, unfortunately we cannot send the parcel back out to you.
We understand that you're hanging out for your new item(s), so we suggest repurchasing under a new order for them to be delivered to a location where they can be signed for such as your place of work.READ FULL ARTICLE
Why haven't I received my tracking number?
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.READ FULL ARTICLE
Why wasn't my Authority to Leave parcel delivered?
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.READ FULL ARTICLE
Why haven't I received an email confirmation?
Haven't gotten an email order confirmation from us? A few possible explanations:
- Your order is still processing in our systems
- There's a small typo in your email address entered at the checkout
- The email has been marked as spam and has been moved to your junk/spam folder
If you haven't received it within 24 hours, reach out to our Kicks Team and we'll locate and resend your order confirmation.
Why have I received multiple confirmation and tracking emails?
We want to keep you in the loop with the progress of your order so you should expect:
- A confirmation email to confirm we've received your order
- An email once your order has left our warehouse and has been shipped (including a tracking number)
- An email with an update on your order including an estimated delivery date
- An email once your order is onboard for delivery
- An email confirming delivery has been completed
If you've ordered a few items we may need to fulfill your order from separate warehouses and so they may arrive at separate times, each with a unique tracking number. If this is the case you'll receive extra emails with unique tracking information for each item.
How long will my in-store order take to arrive?
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.
How does ordering in-store work?
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.READ FULL ARTICLE