Returns & Faulty Items

Our straightforward returns process makes it easy to return unwanted items.

RETURNS CONDITIONS
If you change your mind, you can return any unwanted products, including sale items, provided the following conditions are met.

PURCHASE DATE
Items must have been purchased within the last 30 days, with proof of purchase available.

ITEM CONDITION
Items must be unused, unwashed, and undamaged.

PACKAGING
Items must be returned in their original, intact packaging.

RETURNING A PURCHASE MADE ONLINE
All online purchases, can either be returned via post or returned in person in store.

IN STORE
For the quickest resolution, you can return your purchase in store, where you have the choice of a refund, or an exchange, pending stock availability.

BY POST
For postal returns, please submit an email enquiry with "Returns & Exchanges" as the request type, to be provided with a free return shipping label. Take care to package your return, and then post your item at the Post Office.
Noting that if your shoebox is taped or has postal stickers attached, we cannot accept your return.

Once we receive your return, a refund will be issued within 5 business days to your original payment method, along with an email confirmation. We are unable to facilitate exchanges on items returned via the post.

RETURNING A PURCHASE MADE IN STORE
All in store purchases, including Store to Door and Click & Collect, must be returned in person to a The Athlete's Foot store.

You can attend any store location convenient to you, where you can choose between a refund, or an exchange, pending stock availability.

Any initial or return shipping fees are non-refundable in the event you choose to return all or part of your order.

We are so confident that our in store Fit Technicians can help you find the perfect fit, we offer a 30-Day Fit Guarantee.

TO HAVE YOUR NEXT FOOTWEAR PURCHASE COVERED BY THE 30-DAY FIT GUARANTEE: 
1. GET FITTED IN STORE by a certified Fit Technician using our MyFit 3D system.  
2. TRY ON RECOMMENDED STYLES tailored to your feet and needs, based on your MyFit 3D scan. 
3. SELECT AND PURCHASE a recommended style at the time of the in store fitting. 

WHAT IF THE SHOES RECOMMENDED ARE NOT QUITE RIGHT?  
If the shoe purchased is anything less than perfect, simply bring them back in store (new or worn) within 30 days with proof of purchase.

Our Fit Technicians can then offer you a one off, free, personalised, re-fitting, where they will exchange the original pair for a suitable alternative.

Alternatively, if the shoes are unworn and adhere to our standard Returns Policy, a refund can be requested instead. 

FITTED IN STORE, BUT PURCHASED ONLINE?
Should you purchase a footwear style, based upon an in store fitting, and find them unsuitable after wear, we will be unable to offer you a re-fitting and exchange.

To have your footwear covered by our 30-Day Fit Guarantee it is necessary to make your purchase in store, at the time of your personalised fitting.

We can often locate your transaction, provided you are able to share relevant details.

FOR PURCHASES MADE ONLINE
Your Online Order Confirmation email serves as both your proof of purchase, and as a Tax Invoice.

If you are unable to locate your Online Order Confirmation, your purchase history can be accessed by logging in to your online Account. Rest assured, if you checked out as a guest you can retrospectively create an account with the email addressed used, and your purchase history will be visible to you there.

FOR PURCHASES MADE IN STORE
If you require a reprint of your receipt, you can return in person to the store you purchased from as the Team are often able to locate your transaction in the system, and reprint a new receipt for you.

Alternatively you can reach out to our Customer Experience team to request an invoice be emailed to you.

In both instances, please have the following information ready:

• Bank Statement featuring the transaction
• Email address used
• Date of purchase
• Total amount
• Items(s) purchased

In some instances, it is possible to return an item that was gifted to you.

You are welcome to return a gift, provided proof of purchase can be supplied, and any items being returned meet our Returns Policy.

RETURNING ITEMS PURCHASED ONLINE
A refund is automatically issued to the original payment method used. It is not possible to change the account the refund will be deposited to.

RETURNING ITEMS PURCHASED IN STORE
You will have the choice of an exchange, or refund to the original payment method used.

We offer a seamless returns process supported by NZ Post.

FIRST, CHECK OUR RETURN CONDITIONS
If you change your mind about any product in your online purchase, you can return it by post for a full refund, provided it meets the conditions outlined in our Change of Mind Returns Policy.

BOOK YOUR POSTAL RETURN
Submit an email enquiry with "Returns & Exchanges" as the request type, to be provided with a free return shipping label.  

Include in the email your order number. and provide a reason for the return.

PACK AND SEND YOUR RETURN
Take care to ensure all items being returned, and their packaging, arrive undamaged. Noting that if your shoebox is taped or has postal stickers attached, we cannot accept your return.

Once packed in to a suitable mailer, affix the return label to the parcel, and drop it off at an NZ Post Office, being sure to obtain a lodgment receipt.

A returns tracking link will be emailed to you once your return is on its way to us.

CANCEL YOUR POSTAL RETURN
If you've arranged a returns label but have had a change of heart, we can cancel it at your request.

Successful returns are refunded to your original payment method, once accepted by our warehouse.

TRACKING YOUR RETURN
A returns tracking link will be emailed to you once your return is on its way to us. You can also use the tracking link available on the NZ Post website to view the status of your return at any time.

PROCESSING AND REFUNDING YOUR RETURN
When we receive your return our Team will carefully unpack, inspect, and warehouse, all items.

Once the return is accepted, a refund will be issued within 5 business days to your original payment method, and you will receive confirmation of this via email.

Any initial or return shipping fees are non-refundable in the event you choose to return all or part of your order.

If an item you've had for a while develops an issue, we can review it.

ITEMS PURCHASED ONLINE
For any items originally purchased online, please submit an email enquiry with "Faulty Product" as the request type, include in this email images of the product clearly showing the issue, alongside proof of purchase.

A faulty assessment will be completed within 5 business days, with next steps communicated via email.

Additionally, for items purchased online, you are also welcome to visit us in store, where our store Team will conduct a prompt assessment for any faults. If the product is found to be faulty, we will offer a refund or exchange based on stock availability on the spot.

ITEMS PURCHASED IN STORE
Any products bought in store, including from our Store to Door service, must be returned directly to any of our stores with proof of purchase. Our store Team will conduct a prompt assessment for any faults. If the product is found to be faulty, we will offer a refund or exchange based on stock availability.