Why has my order been denied?
If you have received an email from us stating that your online order has "denied" this means that your order has not been successfully placed and a refund will soon appear back in your account.
This can occur due to a delayed checkout or payment error. If you still wish to make a purchase with us, please head back to our online store and start a fresh order.
If you're having reoccurring issues placing an order online, we recommend reaching out to your financial provider regarding these payment issues.READ FULL ARTICLE
Which payment methods are accepted?
Our online store accepts Mastercard, VISA, American Express, PayPal, Afterpay and Platypus eGift Cards.
Unfortunately, we cannot 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
Why can't I checkout?
We're sorry to hear that you're experiencing this on our website. We suggest either switching browsers or clearing your cache and reloading the browser to attempt to fix the issue. If you're logged into your account, try checking out as a guest.
If you're unable to find your suburb/postcode, enter your postcode first and then select your suburb from the dropdown list.
Before re-attempting to place your order, please check your bank account and inbox to see if any funds have been deducted or if you've received a confirmation email. If so, your order has been successfully placed - our site just experienced a glitch!
If you're still having difficulty checking out, we want to hear about it. Contact the Kicks Team below if the site is having any technical issues impacting your ability to check out.
The more details you can provide us, the better. When you reach out to us, please provide any of the below information:
- as much detail about the issue as you can.
- screenshots of error messages (if any).
- which browser you're using (e.g. Chrome, Safari, Edge etc.).
- what you've done to try to resolve it so far.
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. For further information and assistance, get in touch with our Kicks Team below.READ FULL ARTICLE
Why has my order been cancelled?
In some cases we may not have been able to fulfil your order due to a lack of stock available. If this happens, you'll receive an email from us letting you know as well as a full refund for that product.
If you’re still unsure or have questions, get in touch with our Kicks Team here for more information.READ FULL ARTICLE
How do I get a tax invoice for my online order?
A tax invoice will be emailed to you, along with your order confirmation, shortly after you place your order online. You can save this email as a pdf, or print it if a hard copy is required.
We can resend an invoice if you need it, just get in touch with our Kicks Team below.READ FULL ARTICLE
Can I purchase a Platypus Gift Card online?
Give the gift of a Platypus Shoes eGift Card. Redeemable at any Platypus Shoes New Zealand store or online at www.platypusshoes.co/nz/.
Just a few steps
- Choose the eGift Card design and value
- Add a personal touch with a message
- Enter your contact, delivery and payment details
- Your eGift Card will be sent to your nominated email address
Enter the eGift Card number and PIN at the checkout.
Present your eGift Card on your mobile device to our in-store team.
Please note: Gift Cards are sent as inactive and will be activated 24 hours after purchase. The Gift Card value must be between $20 & $999. Gift Cards are valid for 3 years from the issue date.
Please see our Gift Card Terms & Conditions here.
How can I check my Platypus Gift Card balance?
To check your Platypus Shoes eGift Card balance and expiry date, click here and enter your card number and PIN.
How do I apply my Platypus Gift Card to my online order?
Our Platypus Gift Cards can be used online for full or partial payment of an order.
In the final stage of the secure checkout select the “Apply gift cards and loyalty vouchers” payment method. This will expand and the necessary section to fill in the Gift \Card number and PIN will appear. Once the numbers have been entered simply click Apply.READ FULL ARTICLE
If the Gift Card balance covers the entire order you will be able to place the order. If there is a remaining balance to pay simply scroll down and choose another payment method (Credit Card, Afterpay, PayPal).
Can I return or get a refund on a gift card?
Gift Cards will be refunded back onto a new one.
Please note: Gift Cards cannot be exchanged (wholly or partly) for cash, reloaded, topped up or used to purchase other gift cards. 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.READ FULL ARTICLE
I have a Platypus eGift Card, can I use it in-store?
Yes, simply head into your nearest Platypus Shoes store and present your digital eGift Card. Our in-store team will scan the barcode and apply the gift card amount to your purchase.READ FULL ARTICLE
What are your Platypus Gift Card Ts & Cs?
Platypus Gift Cards can be purchased in-store and online and are redeemable at any Platypus Shoes retail store in New Zealand or online at www.platypusshoes.co.nz
The Gift Card value must be between $20 and $999.
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.READ FULL ARTICLE
How do I apply a discount code?
Where to apply the discount code:
At the payment stage of checkout select 'Enter promo code' and apply your code.
My promo code is not applying
- Double-check 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.
Why isn't my discount code working?
Is your discount code not applying at the checkout? Here’s what you can do:
- Ensure that you're entering the code in the correct place.
Apply to the "Promo Code" box at the payment stage of checkout.
- Check that your item(s) meets the Terms & Conditions listed on the promotion. This may include:
- Sale or product exclusions - Sale items are often excluded from promotions
- Minimum spend amount
- Inability to be used in conjunction with other offers
- Double check the promo code’s spelling and expiry date. Our discount codes are case sensitive.
Followed the above instructions and still not working? Get in touch with our Kicks Team here with screenshots of your cart and error message. We will do our best to troubleshoot this for you.READ FULL ARTICLE
- Ensure that you're entering the code in the correct place.
Can I get a student discount?
If you're a student, you can get instant access to 10% student discounts through UNIDAYS.
How does it work?
Simply head to UNiDAYS, and click on 'Join Now' or 'Log In'. It's free to join!
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.
If you have any issues applying your UNiDAYS discount, please reach out to their team here.
READ FULL ARTICLE
For further information on our Terms & Conditions, please find it here.
Do you offer any discounts online?
We unfortunately do not offer a sign-up discount code or a discount for seniors, pensioners, defense or health care workers outside of our Platypus Kickbacks Loyalty Program.
We recommend joining our Platypus Kickbacks Loyalty Program where you can earn rewards and get other great benefits. Sign up here!READ FULL ARTICLE