FREQUENTLY ASKED QUESTIONS

• In-store COVID Safe Plan

  COVID SAFE PLAN

  Hygiene and social distancing measures

  To help make our store safer, we’ve introduced several measures to help us maintain an appropriate distance from each other while in our stores. We will review and adapt these in-store measures as the environment evolves.

  Introduce a limit to the number of customers in-store at any given time.

  Our stores will have signage displayed with the max capacity allowed in-store at any one time.

  If the store has reached capacity, the number of customers will be managed using a one in, one out policy.
  

  Mandatory face masks in-store
  

  Face masks are mandatory when shopping in our stores.

  Click & Collect 

  Region	Click & Collect Service
  Auckland	Click & Collect
  Greater New Zealand	Click & Collect

  *28/10/21: We're offering Contactless Click & Collect for our stores in Auckland. All Auckland stores except Albany will be open from Monday to Friday between 10 am to 2 pm for Click & Collect pickups only. Our Albany store will be open from Monday to Friday between 11 am to 3 pm. Once your Click & Collect order has been packed, a team member will call to organise a pick up time and collection point. 

  Maintain 2 metres apart from each other where possible

  Social distancing tape will be placed around our floors and seating areas. These can be found throughout the store as reminders, as well as areas where you may be required to queue.

  Use EFTPOS/Paywave/Tap n Go services available

  We strongly encourage you to use your card or phone to tap and pay instead of cash, whenever possible.

  Use sanitisation station upon entering the store

  Hand sanitiser will be available for all customers upon entry.

  Regular cleaning routines throughout the entire store

  We apply the highest standard of cleanliness and hygiene across our stores. We have increased the routine cleaning of frequently touched hard surfaces.

  Remove and put on your own footwear

  Our team will still be available to assist you with any sizing questions you may have, however they will maintain 2-metre distance to comply with social distancing! We will also have disposable try-on socks and gloves available.

  Training for team members on social distancing and additional hygiene measures

  All of our team members will be required to complete a training course.
  
  

  Thanks for playing your part in helping us practise social distancing. We appreciate your continued support as we work through this together.

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• How long will delivery take?

  The Athlete's Foot New Zealand ships all orders via NZ Post. Once your order has been collected by NZ Post, they will aim to deliver within 2-5 business days almost anywhere in New Zealand* Mon-Fri.

   

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• Can I exchange my online purchase?

  Unfortunately, we are unable to facilitate exchanges for orders placed via our online website. 
  If you are local to a store, you can certainly take your order in to swap the size. For our store locator, please click here.
  
  Alternatively, you can send your order back for a refund. To do so, please contact our Customer Experience Team and they will have your free returns label generated. If you are after a different style or size, this will just need to be re-purchased online at your convenience.

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• How do I return an online purchase?

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

  So, if they’re anything short of perfect, simply send them back or, better still, return them to any one of our The Athlete’s Foot stores nationwide and receive a free personalised fitting from one of our qualified Fit Technicians. Read our Full 30-day Guarantee below.
  
  

  30 Day Fit Guarantee – New or Worn (Online)

  lf you are ordering online, don’t worry our fitting service is available if you choose our Click & Collect option and are fitted in-store when you pick up your new shoes. Our FIT GUARANTEE is valid for all customers at any of our The Athlete‘s Foot stores outside Auckland & Hamilton.
  
  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.

   

  RETURNING PURCHASES ONLINE

  Get your return back to us in THREE EASY STEPS.

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

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

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

   

  RETURNING PURCHASES IN STORE

  Return your purchase to any The Athlete’s Foot store nationwide.

  Find your nearest store here. 

   

  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?

  Please read the full article to confirm if your item/s are eligible for a free return.

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

  So, if they’re anything short of perfect, simply return them to one of our Athlete’s Foot store's and receive a free personalised fitting from one of our qualified Fit Technicians.

  We are absolutely confident in finding you the perfect fit. If you have come into one of our stores and been fitted by one of our certified Fit-Technicians, you are covered under the 30 day guarantee. So, if your shoes aren’t quite right, 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.

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