How long does delivery take?
Just placed an order? Here's when you can expect delivery:
LOCATION DELIVERY TIME New Zealand Metropolitan 5-9 Business Days New Zealand Rural 6-11 Business Days
* Delivery timeframes are estimates only, and may vary with peak sale periods, COVID-19 related impacts, possible courier delivery issues, and other influences beyond the control of Platypus Shoes.
Need help tracking your order? Click here.READ FULL ARTICLE
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. 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.
How much does delivery cost?
Delivery within New Zealand:
Shipping is FREE for all orders over $150.
For orders under $150, shipping is available for $12.READ FULL ARTICLE
When will my order be dispatched?
We aim to pack and dispatch online orders within 1-3 business days. Once your order has left our warehouse, you'll receive an email notification with a tracking number.READ FULL ARTICLE
Please note: During peak periods (sales or public holidays), dispatch times may be longer.
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.
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?
Need to cancel your order? Please get in touch with our friendly Kicks Team as soon as possible, either via Live Chat or on 0800 752 897. We will be able to cancel your order if it is yet to be packed or dispatched by the warehouse. If outside of working hours, please lodge an enquiry via email.
If your order has been packed, or has left our warehouse we will be unable to cancel your order, however, once delivered you can easily return them in accordance with our Returns Policy.READ FULL ARTICLE
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.
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.READ FULL ARTICLE
Can I update my address?
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.
My order is missing shoelaces?
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.READ FULL ARTICLE
Why was my delivery returned to sender?
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.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 have I received multiple confirmation emails?
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.
I only received one item, where is the rest?
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.READ FULL ARTICLE
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