Delivery

Update: Following recent announcements on the easing of restrictions, our Auckland stores will effectively reopen on Sunday the 7th of March 2021 with safety protocols in place to comply with all Government directives. Please see below for our COVID-safe plan.

Hygiene and social distancing measures

To help make them 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.

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

A team member will be at the entry door to offer hand sanitiser which all customers will be required to use before entering the store.

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.

Please note: Due to disruptions in flight schedules as a result of COVID-19 restrictions, there may be a delay in delivery time of up to 2-4 business days on top of our standard estimated delivery times below.

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 see below for delivery times and shipping fees:

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. 

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.

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.

During working hours, please get in touch with our Kicks Team via Live Chat or call on 0800 752 897 and press option 2 once prompted. They'll do their best to try and cancel for you, however, due to the nature of quick turnaround times for our orders, we cannot guarantee this.

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

We take pride in our fast delivery which means that most orders are packed and dispatched within a short amount of time. 

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 cancel for you.

Important to note: If your order has already been shipped then we are unable to make any changes. 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)

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: 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. Keep in mind, we can't refund PayPal orders in-store. You are also welcome to post your Click and Collect back to us for return. 

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.

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 Star Track directly on - 13 23 45.

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?

We really don't want you to miss out on anything that you've ordered, so sometimes we fill orders from multiple warehouses. 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 the second tracking number when the second half of the order is dispatched. 

Your orders will likely arrive at different times as they were dispatched at different times.
Want to keep an eye on them? Click here for ways to track your order.

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.

Returning an item:

If you would like to return your item, please ensure that your items adhere to our Returns Policy.

Please note that a refund can only be processed in-store at this time as we are working towards solidifying a seamless refund experience. Please ensure that you bring along your proof of purchase when returning an item back in-store.

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, free of charge. 

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 would like to return your item, please ensure that you adhere to our Returns Policy.

Please note that a refund can only be processed in-store at this time as we are working towards solidifying a seamless refund experience. Please ensure that you bring along your proof of purchase when returning an item in-store.