Why isn't my payment working?
We’re sorry to hear that you’re having difficulties purchasing through our website.
First, we recommend clearing your cookies or switching to another browser.
If the problem continues, we recommend trying a different payment method.
Still having issues? Get in touch with the Kicks Team and we'll help you out.READ FULL ARTICLE
Please provide us with a screenshot of the error message to help speed up the troubleshooting process. We also advise to block out any sensitive information before sending through the screenshot.
How do I use my credit note?
Our credit notes can only be used in-store. When making a purchase in-store, present your credit note to the team member to have it applied to your purchase.
Want to shop online? We can convert your credit note to an online gift voucher. Find out more info here.READ FULL ARTICLE
What is PayPal Free Returns?
If you paid with PayPal, you can get a refund on your return shipping costs if you need to send something back - up to $45 per return and 8 returns each year.
How to get your money back on return shipping
- Login to your PayPal account and activate "Refunded Returns".
- Submit a request with your proof of purchase within 30 days of return and 150 days of purchase.
- Once approved, your refund will appear in your PayPal account, typically within 5 business days.
What's not included?
- Any items that haven't been paid for in full with your PayPal account.
- Any products excluded from our Returns Policy.
Activate Refunded Returns now.
Why has my order been cancelled?
We may cancel or delay delivery for orders where we require further payment information to process the purchase. Reasons include:
- Request for additional information is refused or not received within the requested time
- Request for the cardholder to contact us within the timeframe is not met
- Purchase transaction does not pass our security check
- The Purchase has connections to previous fraudulent orders
- Purchase was made by an unauthorised alteration our website.
We care about the safety of our customers, their personal information and the protection of their funds.READ FULL ARTICLE
Platypus Shoes may require further verification of your order to ensure that it is authorised by the cardholder.
Our Kicks Team may contact you via phone or email to confirm details of your order before it can be shipped. Don't be concerned if this happens to you. We check plenty of orders every single day and orders can be selected for various reasons.
This is to ensure that you have a great shopping experience with us! If you’re still unsure or have any concerns regarding your order being cancelled, please contact us below and our Kicks Team will provide more information.
Which payment methods are accepted?
Our online store accepts Mastercard, VISA, American Express, Paypal and Afterpay.
Unfortunately, we can not accept payment from cards issued overseas.
Your account will be debited at the time of order and the transaction will appear on your statement.READ FULL ARTICLE
What is Afterpay and how does it work?
Afterpay is a simple instalment plan, allowing you to pay for your order in four equal instalments, due every fortnight!
Afterpay is available to all people who:
- Live in New Zealand.
- Are at least 18 years old.
- Can enter into a legally binding contract.
- Have a valid and verifiable email address, mobile number; and
- Use a New Zealand credit or debit card to make a purchase. You are not required to fill out a credit application form.
Simply choose Afterpay as your payment method at checkout. Your first payment will be taken when you place your order. First-time customers will have to provide payment details. Any returning customers can simply log in to make their purchase.
At any time, you can log in to your Afterpay account to see your payment schedule and make a payment before the due date. Otherwise, Afterpay will automatically deduct the instalments from your debit or credit card every fortnight.
If you have any further enquiries regarding Afterpay, you can check out their FAQs for more information.READ FULL ARTICLE
How do I place an online order?
Placing an online order is easy! Follow our easy step by step guide below.
Would you prefer to speak to someone instead? Give our Kicks Team a call on 0800 752 897.
They'll be able to help you with your size and securely place an order for you!
If you prefer not to call, hit up our Kicks Team via our live chat channel.
HOW TO PLACE AN ONLINE ORDER
Step 1: Browse our website by using the search function at the top right-hand corner, or by clicking on the category in the navigation menu.
Step 2: Select the style you wish to purchase.
Clicking into the style, you'll be able to view a description of the shoe and product details
If you're unsure about the right size, you can view our size chart!
Interested in this item? Click on "Add To Cart".
Once you've done this, you'll see a number next to the shopping cart on the top right-hand corner. This means you've successfully added an item to your cart!
You can continue shopping or if you'd like to start the checkout process, simply click on the Shopping Cart and select one of two options:
"View or Update Cart" - If you need to make any edits to the current items in your cart
"Checkout" - You're happy with your selection, then proceed to checkout.
Step 3: Complete the order
We accept all secure payment methods! Click here for more information.
Note: At the cart, you'll also be able to enter in your discount code if you have one.
You'll be asked to either:
- Checkout as a guest
- Log into your existing account OR
- Create an account with us.
Follow the prompts and fill out all the required fields.
Once done, the last step is to review your details to make sure they're correct.
Press "Place Order". You're done!
Having difficulties placing your order? No worries! Our Kicks Team are available to help over the phone on 0800 752 897.
Once you have completed the checkout process, you'll receive your Order Confirmation to the email address that you provided at checkout. You'll also be able to view your order in the “My Account” section (if you have an online account with us).
Remember, if you checked out as a guest and created an account afterwards, the order won't be visible there.
Next steps: Sit tight! Once your order has been dispatched, you'll receive a follow-up email with your tracking details.
Can I place a bulk order?
Too many shoes, too little time? Let us place your large order for you.
Whether you’re after fresh kicks for family or want to deck out your entire team, our Kicks Team are here to make it happen.
With expert size advice and personal recommendations, our Kicks Teams make the bulk order experience stress-free. Call the team on 0800 752 897 and press option 1 once prompted.READ FULL ARTICLE
Can I place an order over the phone?
Yes! Our Kicks Team are able to assist you in ordering over the phone!
Give us a call on 0800 752 897 and press 1 to speak to our product team.READ FULL ARTICLE
I think I purchased from a scam website?
Please be aware of online scams that may use the Platypus Shoes name as a means of obtaining your personal and/or banking details.
These fraudulent or misleading scams may direct you to “scam” websites modelled after Platypus Shoes with heavily discounted stock, or may involve emails or SMS messages, phone calls, social media or other unsolicited promotions that request personal or financial information. These scams may also take the form of competitions or surveys.
Please note that Platypus Shoes will never ask for your personal or banking details in unsolicited communications.
We suggest that you do not respond to or participate in any offer that appears suspicious or too good to be true.
If you have any queries about a communication you have received, please get in touch with the Kicks Team through our Contact Us pageREAD FULL ARTICLE
How do I know if you carry a certain brand?
You can view our full range by selecting the BRANDS tab in the navigation menu:
Alternatively, you can search for the brand in our search bar:
If you have any stock, size or product enquiries, please give our Kicks Team a call on 0800 752 897 and press 1.READ FULL ARTICLE
Why was my order not fulfilled?
Sometimes we have an influx of customers all hoping to order the same item which results in stock fluctuations. This means that not all orders can be fulfilled.
If you have received an email letting you know that your order being oversold, unfortunately, our team was unable to fulfill part of or the entirety of your order.
When this happens, please be assured that your money has been refunded to your original payment method and can take anywhere from 3 - 5 business days to show back in your account.
Our Terms & Conditions cover our oversell policy under section 4. Orders, Pricing & Availability - Platypus Shoes reserves the right to accept or reject your order for any reason, including, without limitation, the unavailability of any product, an error in the price or the product description posted on this website, or an error in your order.
How often do you restock?
Unfortunately, we rarely receive restocks of short-run releases.
If we don't have your size in stock, feel free to select 'Notify when Available' and we'll let you know if things change!
We recommend joining our mailing list so you're up to date with restocks on popular items, as well as new releases or similar items which may catch your eye! You can also keep watch on our social media channels or on our blog here
Thanks so much for showing your interest, we'll have our fingers crossed for a restock for you in the near future!READ FULL ARTICLE
I think I’ve been charged incorrectly?
We’re sorry to hear that you’re experiencing issues with your payment and may have been overcharged.
This may be due to a technical glitch. We do our best to ensure that this doesn't happen!
If you believe that you may have been overcharged, please get in contact with the Kicks Team and provide your order details and a screenshot of the overcharge.READ FULL ARTICLE
Can you price match an item that has just gone on sale?
Occasionally we adjust the pricing on items. Unfortunately, we do not offer a price guarantee, so we can't provide a partial refund for an item that goes on sale after you've purchased it.READ FULL ARTICLE
Why isn't my discount code working?
If you're struggling to apply your discount, there could be a few reasons as to why it may not be working.
Where to apply the discount code:
Once you've added the item to your cart, select "Proceed to Checkout" option and enter the code under the "Apply Promo Codes" section before entering your payment details.
Other things to note:
- Have you double-checked the Ts & Cs of the discount code? You can find the information in the body of the email that you received. For example, you may need to hit a certain threshold in order for the code to work or only have full-priced items in your cart for the discount code to apply
- We also suggest clearing your cookies and/or switching to another browser
- Promotional codes cannot be used in conjunction with other offers and some exclusions may apply
- We recommend checking the terms and conditions related to your discount before ordering
- If for any reason the order is cancelled, we will refund the full amount that was paid for. If the order is partially cancelled, we will refund the discounted price for the cancelled items. Promotional codes can only be used once so if this happens, you won’t be able to use the same code again.
Followed the above instructions and still not working? Don't stress - our Kicks Team are here to help. Please provide the below information when contacting as it helps to speed up the process
- Item(s) name or number
- Screenshot of the error message that you're seeing
Our Kicks Team will do their best to troubleshoot for you.READ FULL ARTICLE
Can I apply more than one discount code?
Our discount codes and promotional offers cannot be used in conjunction with any other discount or offer.
Please view the Terms & Conditions issued to you with your discount code.READ FULL ARTICLE
Can I get a student discount?
If you're a student, you can get FREE, instant access to 15% student discounts through UNIDAYS.
How does it work?
Simply head to UNiDAYS, and click on 'Join Now' or 'Log In'.
For instant access to this discount, you must register and verify your student status with UNiDAYS.
What can I use the discount for?
The discount can only be used for full-priced items. It cannot be used in conjunction with any other offer.
Am I eligible for UNiDAYS?
- You must be over the age of 16 years old. If you are under 16 years, you are not permitted to use the service. By using this service, you confirm that you are at least 16 years of age.
READ FULL ARTICLE
For further information on our terms and conditions, please find it here.
How do I apply a discount code?
Where to apply the discount code:
Once you've added the item to your cart, select the "Proceed to Checkout" option and enter the code under the "Apply Promo Codes" section before entering your payment details.
Other things to note:
- Have you double-checked the Ts & Cs of the discount code? You can find the information in the body of the email that you received. You may need to hit a certain threshold in order for the code to work
- Promotional codes cannot be used in conjunction with other offers and some exclusions may apply. We recommend checking the terms and conditions related to your discount before ordering.
Can I purchase a gift card online?
Unfortunately, we don't currently sell gift cards online. We're sorry for the inconvenience!
A fresh pair of kicks make the perfect gift, but we know that purchasing them online can be tricky. Our Kicks Team are here to help you find the perfect present with sizing advice, product recommendations and stock checks. They can even place the order over the phone with you!
Give them a call on 0800 752 897 and press option 1.READ FULL ARTICLE
Can I make my credit note an online gift voucher instead?
Yes, we can absolutely facilitate that for you! Just double-check that the credit note has not expired and still has funds left on it.READ FULL ARTICLE
To swap over your credit note for a gift voucher, please contact our Kicks Team and provide them with your credit note number.
Can I get an extension on my credit note?
If you need an extension, we're here to help! Simply contact our Kicks Team with your credit note number and we'll take it from there.
What are the gift card terms & conditions?
Have someone in your life that's almost impossible to buy for?
Don't stress, we have a gift card that they won't want to exchange the next day!
Gift Card Terms & Conditions:
- Platypus Shoes Gift Cards can be purchased in store and are redeemable at any Platypus Shoes retail store in New Zealand or online at https://www.platypusshoes.co/nz/.
- Gift Cards are valid for 3 years from the issue date, or until no amount remains on the Gift Card. Any balance that remains on the Gift Card after expiry will not be available for use.
- Gift Cards cannot be exchanged (wholly or partly) for cash, reloaded, topped up or used to purchase other gift cards.
- The value shown on a Gift Card includes GST.
- Gift Cards are partially redeemable and any unused balance can be used for future purchases up to the expiry date.
- Gift Cards should be treated like cash. Lost or stolen gift cards will not be replaced or refunded.
- Items purchased using Gift Cards that are subject to our returns or refunds policy will be refunded as store credit. We reserve the right to issue you with a new Gift Card equivalent to the value of your refunded Gift Card purchase.
- Should we suspect any fraud relating to a Gift Card, we may refuse to redeem the Gift Card until we are satisfied that no fraud has occurred.
- We reserve the right to change these conditions at any time and will provide at least 14 days’ notice by posting the changes on this website. If you contact us within the notice period and do not accept the changes, we can cancel the Gift Card and refund you any value remaining on the Gift Card.
I've forgotten my gift card pin?
Don’t remember your gift card PIN? No worries! Simply reach out to the Kicks Team and we’ll help you track it down.READ FULL ARTICLE
What can I do if I lose my giftcard?
Please treat your gift card carefully as we are not obligated to reissue a new gift card except under certain circumstances where we may choose to.READ FULL ARTICLE
What is my gift card balance?
Can’t remember the amount on your gift card? Not a problem! Just follow the below steps.
- Add the item you wish to purchase to your cart. Next, click the “Cart” icon and scroll down to select “View or Update Cart”.
- On the right-hand side, you’ll see a section where it says “Apply Gift Cards & Promo Codes”. Click into it.
- Pop in your gift card number followed by your pin (can be found on the back of your card).
- Click “Check Gift Card status and balance”. Your remaining balance will be displayed on the screen!
- Hit “Apply” to use the gift card!