FREQUENTLY ASKED QUESTIONS

• Delivery Information

  Our delivery options, timeframes and costs are as below:

   

  IMPORTANT TO NOTE: Orders placed before 11am NZDT Monday-Friday incur same-day dispatch. Orders placed after 11am NZDT Monday-Friday, or on Saturday/Sunday/public holidays, will be dispatched the next business day. During busier periods, we ask that you allow 1-3 business days for your order to be dispatched.
  Delivery times begin after an order has been packed and dispatched.
  

   

  

   

  *Please note that delivery timeframes are estimates only and may vary with peak sale periods, possible courier delivery issues and other influences beyond the control of The Athlete's Foot.

   

  Split Deliveries:
  If you've ordered more than one item, your order may be split into multiple deliveries if we're unable to source all of your products from one dispatch location. If your order has been split into multiple deliveries, you'll receive a separate tracking email for each delivery. For further information, please see here.

   

  Authority to Leave:
  When you place your order, you will have the option to give Authority to Leave. This means that if it's safe to do so, your delivery will be left unattended if you're not home to accept it. Please note that NZPost does have the right to override this instruction in the instance that they deem your order unsafe to leave unattended. If you do not provide Authority to Leave, your delivery will be redirected to your local post office if nobody is home to accept it. For further information, please see here.

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• Holiday Returns & Delivery Cut-Off Dates

  The lead-up to the holiday season is one of the busiest times of the year. We want to make sure your order arrives on time, and a seamless Returns process is in place.

   

  Extended Holiday Returns Policy:

  All in-store and online purchases made between 14th December 2023 and 6th January 2024 will have an extended returns period of 60 days. When returning your item, please make sure it meets our return policy requirements found here.

  Orders made beyond this timeframe will follow our regular 30-day return policy. 

   

  Order Cut-Off Dates:

  *Please Note: All times listed are in Local Time

   

  Express Delivery:

  

   

  Click & Collect: Please see here for further information on Click & Collect. 

  

   

  *Please Note: Delivery timeframes are a guideline only, and may vary with possible courier delivery issues and other external influences beyond the control of The Athlete's Foot.

   

  From everyone at The Athlete's Foot, we wish you a very happy holiday and new year.

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• Can I exchange my online purchase?

  Unfortunately, we don't offer online exchanges - items can only be exchanged in-store.

   

  Feel free to contact us to organise your return online, you can get in contact here. If you wish to get a different style or size, this will just need to be re-purchased online as a new separate order. 

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• How do I return an online purchase?

  RETURNING PURCHASES ONLINE

  Get your return back to us in THREE EASY STEPS.

  1. CONTACT - Simply contact our Customer Experience Team here to arrange a return label*

  2. PACK – Pack your items, and attach your return labels.

  3. SEND – Drop off your parcel at any New Zealand Post Office or Post Box.

   

  *If you believe your item may be faulty, please view this article. If you have received the wrong item or your order has arrived damaged, please view this article.

   

  RETURNING PURCHASES IN STORE

  You can return your online purchase to any The Athlete’s Foot store nationwide.

  If you purchased in-store, your items MUST be returned in-store. 

  Find your nearest store here. 

   

  30 Day Fit Guarantee 

  Your FIT is OUR Priority

  We’re not happy until you’re 100% satisfied with the fit of your new shoes.

  So, if your shoes aren’t quite right after being fitted by one of our qualified Fit Technicians, you can bring them back in store (either new or worn) within 30 days for a FREE personalised one-off Refit by one of our qualified fit technicians.

   

  Our FIT GUARANTEE is valid for all customers who have been fitted in-store at any of our The Athlete‘s Foot stores nationwide.

   

  See our Returns Policy here.

  
  
  30 Day Return/Exchange Policy
  If, for any reason you are unhappy with your purchase online or in-store, we will happily provide you with an exchange or refund within 30 days of purchase with appropriate proof of purchase. Simply contact our Customer Experience Team to arrange a return label. Note all shoes must be unworn, in their original condition including the original shoe box and/or packaging within 30 days from the date of dispatch. Proof of purchase will be required. A refund will not be processed if the goods are not received or the returned goods do not comply with the above conditions. For online purchases, if you wish to exchange your shoes this can only be done in-store.

   

  *One free return per order. Multiple items can be included in the free return parcel.

   

  ONLINE REFUNDS

  You will be refunded according to your original payment method within 2-5 business days of your return being processed:

  Debit or credit card 

  Your refund will reflect in your account within 2-5 business days of your return being processed. 

  PayPal 

  We will initiate your refund, and PayPal will be in touch once they have finalised your refund. You can then transfer the funds into your bank account if you wish.

  Afterpay 

  When your refund is processed, Afterpay will send you an email and make the necessary adjustments to your payment schedule. Please see our article on Afterpay refunds for more information.

   

   

   

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• What is your Fit Guarantee?

  We're confident that our in-store Fit Technicians can help you find the perfect fit! If they're anything short of perfect, you can return them and receive a once-off personalised re-fitting and exchange. 
  
  

  To get your next pair of shoes covered by our 30-Day Fit Guarantee, simply: 

  1. Get fitted - Visit an Athlete’s Foot store and get fitted by a certified Fit Technician using our MyFit 3D system.  
  2. We’ll make some recommendations - Based on your MyFit 3D Scan, the Fit Technician will recommend shoes tailored to your feet. 
  3. Buy in-store - Purchase a recommended shoe in-store, at the time of the in-store fitting. 

   

  What if they’re not quite right?  

  If they’re anything short of perfect, simply bring them back into an Athlete’s Foot store (new or worn) within 30 days of purchase with proof of purchase and our in-store Fit Technicians can do a free, personalised, one-off re-fitting and recommend another suitable style in exchange. If the shoes are unworn and fulfil our Return Policy conditions, a refund can be provided. 

   

  I got a fitting but bought the shoes online! They're not quite right. Can I get a re-fitting?

  Should you purchase a recommended shoe online, based off a personalised 3D Scan Fitting, and find them unsuitable after wear, we will be unable to offer you a re-fitting and exchange. To get your shoes covered by our 30-Day Fit Guarantee you must purchase a shoe in-store recommended by our Fit Technicians at the time of your personalised 3D Scan fitting.

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