Why didn't I receive all of my items?
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.READ FULL ARTICLE
Want to keep an eye on them? Click here for ways to track your order.
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 Star Track directly on - 13 23 45.
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.