Need to return your order? It's simple

At ShoeConnection.co.nz we offer The Royal Treatment with a stress-free right of return, guaranteeing 100% satisfaction. If for any reason you are not completely satisfied with any product ordered online, we will be happy to accept a return. Shoe Connection is committed to providing quality products to our customers.

You can return your online order up to 365 days from the purchase date. Products must be in the condition you received them and in the original shoe box/packaging. Below are four hassle-free options that Shoe Connection make available for you, our customers, who would like to return a product ordered online.

Please note: Returns Policy applies to New Zealand online orders only, does not include purchases made in-store or International orders (additional shipping and handling fees may apply).



1. Money Back Guarantee – No Questions Asked

Shoe Connection’s money back guarantee is a key aspect of our online service to you. If your online order is returned within 365 days of purchase in the 'Original Condition and Packaging' with 'Proof of Purchase' and a completed 'Returns Form' a no questions asked refund will be available. The refund will be processed in the same tender as the original purchase, for example, the credit card used at purchase will be the credit card used to process the refund. If a purchase is made with a Gift Card, the refund will be re-issued on a Gift Card. Refunds will only be provided on goods returned in their original condition and packaging unless faulty or otherwise deficient.

Please note: Our stores are unable to process refunds for online orders in-store.

2. Exchange

If a product is unsatisfactory, Shoe Connection can offer to exchange it for another one (i.e. a different size, colour etc) or another product of the same value. You are not required to pay for standard delivery on the outgoing replacement parcel. Proof of purchase is required in order to get an exchange. Please note, as mentioned above, returned or exchanged products must be resalable and in their original condition with the original packaging intact.

3. Store Credit/Gift Card

The issuing of a Store Credit/Gift Card provides an alternative to a refund or exchange. A Store Credit/Gift Card can be used to purchase anything from our Shoe Connection retail outlets (see store locations) but are currently not available for redemption online. Store Credit/Gift Cards can not be exchanged for cash and will not be generated for amounts less than $2.00. See our Payments Policy for more information on Gift Cards.

4. Repairs/Faulty Goods

If the returned product has a manufacturing fault that can be repaired, then Shoe Connection will arrange for the repair at our expense. If the product has no warranty, or the fault is caused through fair wear and tear, then Shoe Connection can get the product repaired at the customers request, however the cost of the repair will be charged to the customer.

If the product returned has a manufacturing fault that can not be repaired or replaced, Shoe Connection will offer a full refund or Store Credit/Gift Card including any return postage charges depending on your preference. If you have any enquiries please contact us for a more personal service on 0800 769 258 or email us at info@shoeconnection.co.nz

Wherever possible we will endeavor to repair any manufacturing fault to a factory issue standard and return it to you free of charge.

Where a repair is not possible or practical on a product with a manufacturing fault, we will replace the product with the same or similar product if available.

If a replacement is not available we will give you the option to either exchange it for any of Shoe Connection’s products of the same value as your original purchase price OR provide a full refund OR Store Credit/Gift Card including any return postage charges depending on your preference.

Please note: Any returns made to retail stores may require additional processing time and refunds are not available immediately in-store. Our retail stores are available to support and facilitate your request for exchange or refund in cooperation with our online customer service team - please understand if there are delays.


Here's what you need to do:

  1. Using a carton or courier bag, package the product in the original shoe box/packaging.
  2. Complete the Returns Form you received with your Packing Slip. If you do not have your Packing Slip, please click here for a downloadable Returns Form. Place the fully completed Returns Form in the carton or courier bag along with the receipt or proof of purchase. If you are having trouble viewing the Returns Form and don't have the latest version of Acrobat you can download it below.
  3. Send your return via insured courier or other insured parcel carrier of your choice. For your protection we advise that you return items via trackable courier or registered mail. Please retain your postage receipt for tracking details. Send returns to:

    Shoe Connection Returns
    188 High Street
    Lower Hutt 5010
    New Zealand

    Note: COD's will not be accepted
  4. Keep a record of your shipment until you have received your replacement, credit or refund. For additional information on our Returns Policy or for help, please contact our Customer Service team on 0800 769 258, or email us at info@shoeconnection.co.nz

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While the Consumer Guarantees Act and Fair Trading Act provide the basis for Shoe Connection's Online Returns Policy, we in fact go above and beyond the expectation of these two statutory laws to provide you with 'The Royal Treatment'. Shoe Connection Online has a 365 Day Returns Policy and money back guarantee with proof of purchase. For a product to be returned under our Returns Policy, that product must be in the original resalable condition and in the original packaging unless faulty or otherwise deficient. It is this policy that provides you no risk and 100% satisfaction while shopping online at Shoe Connection.

Please Note: These products are still guaranteed under the Consumers Guarantees Act.

Consumer Guarantees Act 1993

The Consumer Guarantee Act sets out minimum standards for goods sold. In the event that goods sold are not of good quality or are faulty, the customer has the right to a repair, replacement or a refund.

Fair Trading Act 1986

The Fair Trading Act is designed to protect the customer being misled, either intentionally or unintentionally. This applies to all aspects of the promotion and sale of goods and services including: pricing; where the product was made; where the product is from; the meeting of New Zealand safety standards; availability of products in store and the sales techniques used. The Commerce Commission enforces the Fair Trading Act 1986.