FEQUENTLY ASKED QUESTIONS

I want to return my purchase! What do I do?

It’s simple, at Shoe Connection we offer 'The Royal Treatment' with a stress-free online Returns Policy. If for any reason you are not completely satisfied with your order, we will be happy to accept a return. Shoe Connection is committed to providing quality products to our customers. You can return your order up to 365 days from the purchase date. Products must be in the original condition you received them and in the original shoe box/packaging. Check out our Returns Policy here.

How long will it be before I receive my order?

Depending on which delivery option you choose, Standard or Priority, your order will be delivered within the following time frame. For more information view our Delivery Policy here.

Standard 1-2 Day Delivery
Our Standard Delivery service currently provides your order delivery within 1-2 working days from receipt of payment to New Zealand residents for orders with payment received before 2pm on weekdays. There is no charge for this service.

Priority Delivery
Next business day delivery to most New Zealand destinations for orders with payment received before 2pm on weekdays. Charges: $12.50 for first pair, $2.50 for each additional pair.

Please note: Priority Delivery is not available on public holidays or weekends.

What do you charge for standard shipping an order?

All New Zealand orders have Free Standard Shipping. If you can choose to upgrade to Priority Delivery you must pay the Priority Delivery fees at the checkout. For more information view our Delivery Policy here.

Do you do back orders?

Shoe Connection does not do back orders. We are happy to take your details if you are interested in an out of stock item and notify you if we receive new deliveries. In the unfortunate circumstance that your order is out of stock we will contact you as soon as possible and ask if you would like a replacement item or a refund.

Do you ship to addresses outside New Zealand?

Yes but only by special order and we currently only accept orders to New Zealand addresses via our website. Please contact our customer service team at info@shoeconnection.co.nz to place an order for delivery outside of New Zealand or call +64 4 570 8816

Do you have a catalogue?

Currently, we do not have a physical catalogue but our entire product range is available online for your viewing.

Do you deliver to PO Box addresses?

Yes, we deliver to PO Box addresses.

Is it secure to use my credit card on your site?

Shoe Connection works diligently to protect the security of your credit card information including all, personal information. Your credit card details do not get processed or transmitted through Shoe Connection’s website; all transactions are processed via a totally secure payment service provider Direct Payment Solutions (DPS). Shoe Connection uses DPS to provide this service and to host and manage the payment page. All transaction sessions are stored and processed in encrypted strings. Your credit card details are not held by Shoe Connection and cannot be accessed by Shoe Connection staff. However, they may be held by Direct Payment Solutions. If you would like more information regarding the DPS Security Policy please click the following link DPS Privacy Policy.

What forms of payment do you accept?

We currently accept Visa, MasterCard, Diners Club and American Express cards as payments for all Shoe Connection orders. 

What size type should I use?

In New Zealand we do not have an official size type; we use many other size types for example US, EU and UK. You may be used to using a certain size type and can use the Size Chart available in the menu or click here to convert your size to the type used on any shoe on this site.

Please see below for the most commonly used size types by different types of footwear below;

Mens Shoes: The most commonly used size type for men’s shoes is UK sizing, for example sizes 6-12 UK.

Womens Shoes: The most commonly used size type for Women’s shoes is US sizing, for example sizes 5-11 US.

Sports Shoes: The most commonly used size type for Sports shoes is US sizing, for example 7-11 Women's US or 7-13 Men's US.

Street/Skate Shoes: The most commonly used size type for Street or Skate branded shoes is US sizing, for example 7-11 Women's US or 7-13 Men's US.

Kids Shoes: The most commonly used size type for Kid’s shoes is UK sizing, for example infants 3-10, Children’s 11-6.

When choosing your size for a particular shoe it can be measured by using three different sizing charts - UK, US or European, depending on the brand and type of shoe. If you normally use a different size type you can use Shoe Connection's size conversion chart by clicking here to find out your size on a particular shoe. When selecting your size, please make sure that you know which size chart you are selecting from, as each size chart is quite different from the others. For Example - a US 9 is a UK 8 or Euro 42.

If you are not sure, locate one of your existing shoes and look under the tongue or on the box. It should state which size and sizing chart it is based on. You can also print off at the bottom of the Size Chart page a Men's or Women's foot sizing chart to help you measure your foot accurately.

If you are still not sure please feel free to contact us and we will be happy to assist by emailing info@shoeconnection.co.nz or by calling our free phone 0800 769 258.

Do different shoes fit differently?

Yes they do, and this can be quite confusing. We have included information within the description of each shoe if there are certain or unique fitting differences about the shoe shown. There are also Technical Icons at the bottom of the description on most products which tell you about the certain features and benefits of the product, including if a product has a wide or narrow fit. Rollover Technical Icons to reveal their decription name.

We also have Reviews that our customer’s have written about Shoe Connection products and on how they fit, look and feel. This information can be useful for you to hear how other customers have found their purchases. Customers can rate their products based on fit, comfort, look, and value.

If you have a concern about finding the right fit, please feel free to email us at info@shoeconnection.co.nz or call our free phone 0800 769 258, we are here to help you make the right choice.