Order Issue

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.

You can check out our Delivery Timeframes to help you estimate the arrival of 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 Courier Post directly on - 0800 501 501.

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?

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.