FREQUENTLY ASKED QUESTIONS

• Contacting The Athlete's Foot Customer Experience Team

  Can't find what you're looking for?

  Our Customer Experience Team are here to help (Monday-Friday 9.00am - 5pm NZST)

   

  E-mail enquiries

  e-mail our customer experience team here

  Please include your name and best contact details so we can get back to you as soon as possible.

  For all enquiries related to online orders, please also provide your Order number.

   

  Need to call Customer Experience?

  0800 237 834 (Monday - Friday 9am - 5pm NZST).

   

  Head Office Mailing Address

  Accent Group Pty Ltd

  The Athlete's Foot Australia

  Locked Bag 8

  REDFERN NSW 2016

   

  Head Office street Address

  The Athlete's Foot Australia

  719 Elizabeth Street

  WATERLOO NSW 2017

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• ONLINE PURCHASES - Returns & Exchange process

  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 10 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 (In-Store or Click & Collect Only) 
  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. If you are ordering online, don’t worry our fitting service is available if you choose our Click & Collect option and are fitted instore when you pick up your new shoes. Our FIT GUARANTEE is valid for all customers at any of our The Athlete‘s Foot stores nationwide.
  
  30 Day Return/Exchange Policy
  If, for any reason you are unhappy with your purchase online or instore, we will happily provide you with an exchange or refund within 30 days of purchase with appropriate proof of purchase. Simply call customer service on 0800 237 834 to arrange a return label. Note all shoes must be unworn, in its original condition including 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!

  CALL – Simply call customer service on 0800 237 834 to arrange a return label

  PACK – Pack your item/s, 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 at: theathletesfoot.co.nz/findastore

   

   

   

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• THE ATHLETE'S FOOT PRIVACY POLICY

  The Athlete’s Foot New Zealand Limited and its related and associated bodies corporate together with its franchisees trading under The Athlete’s Foot (us, we, our) maintain a policy of strict confidence concerning your (you, your) personal information (Privacy Policy).

  This Privacy Policy has been developed in accordance with the NZ Privacy Act 1993. This Privacy Policy applies to the collection, storage, use and disclosure by us of your personal information. By accessing this site www.theathletesfoot.co.nz (Site) you accept the terms of this Privacy Policy. This Privacy Policy applies to information provided to us whether via this Site or any other means such as in our stores and demonstrates how we will comply with the New Zealand Privacy Principles under the Privacy Act.

  Although we will comply with this Privacy Policy in respect of information provided to us by persons under the age of 18 years, those persons must obtain the consent of a parent or guardian prior to using the Site and the parent or guardian will be responsible for appropriately supervising the person’s use of the Site.

  If you have any further questions or if you wish to receive more information on our information practices and Privacy Policy, please contact our Privacy Officer at myfitrewards@taf.co.nz.

  Collecting personal information

  The types of personal information we collect include contact details such as name, email, phone and mailing address. If it is reasonable and practical to do so, we will collect personal information directly from you for you to join our loyalty program. This will include contact details and other information relevant to providing services to you. This may take place in a number of ways, such as via your use of our Site, when you purchase in store or when you become a member of MyFit Rewards.

  If someone other than you provide us with personal information about you that we did not ask for, we will notify you as soon as practicable, unless we receive it with your consent. This notice will be given unless to do so would be in breach of an obligation of confidence. If we could not have collected this personal information, we will lawfully de-identify or destroy that personal information.

  Contact us forms

  When you complete a contact, us form on the Site, you are asked to provide certain information about yourself. This information includes your name, address, email address, phone number and any comments you might have. We use this information to assist your enquiry and learn more about our customers, so we can provide you with the content and feedback information most relevant to you. Once you submit a contact us form on our Site you are no longer anonymous to us.

  Sensitive information

  Sensitive Information, as defined in the Privacy Act, includes information about a person‘s race or ethnic origin; political opinions or membership of a political association; religious beliefs or affiliations; philosophical beliefs; professional or trade association membership or trade union membership; sexual preference or practices; criminal record or health information.

  The Athlete's Foot New Zealand will not collect or disclose sensitive information about a person unless an exception applies. Exceptions include: (a) Where that person has given their express consent to do so and the information is reasonably necessary for us to carry out our functions or activities, An example of express consent includes where a person provides their express consent for us to share their health-related information with a podiatrist through our “MyFit” program. (b) the use of this information is required or authorised by law or a court or tribunal order, (c) when the information is necessary for the establishment, exercise or defence of a legal claim, or (d) the collection is necessary to prevent or lessen a serious and imminent threat to life or health of that person.

  We will not collect personal information unless the information is reasonably necessary for or directly related to one, or more of our functions or activities. If we are unable to collect personal information we reasonably require, we may not be able to do business with you or the organisation with which you are connected.

  Cookies

  Cookies are small text files that are stored on your browser or device by websites, apps, online media, and advertisements. We use cookies and other identification technologies on our Site for a number of purposes, including: to determine the popularity of content, to deliver and measure the effectiveness of advertising campaigns, to analyse site traffic and trends, and to generally understand the online behaviours and interests of people who interact with our services. Cookies obtained by The Athlete’s Foot are kept for a maximum of 30 days before being deleted.

  No data obtained from our use of cookies is shared or given to third parties. Additionally, the data obtained from our use of cookies is not linked to any personal information you may provide and cannot be used to identify you.

  You have the right to choose whether or not to accept cookies, by configuring your computer so that it disables cookies or does not accept them. For further information about cookies, including information setting out how to view the cookies have been set on your device and how to manage and delete them, you can visit www.allaboutcookies.org.

  Use and disclosure of information

  We may use personal information about you for the primary purpose of providing you with our goods and services, and for other purposes that you would reasonably expect us to use that information such as marketing communications. This includes sending you information about new developments, products, services and offers by post, telephone or electronic communication. You authorise us to use your address or other contact information that you provide to us for this purpose.

  We may provide certain information about you including your personal information to our related bodies corporate.

  We will not disclose your personal information to any third party other than as set out in this Privacy Policy. In order to deliver our goods and services to you, we may disclose your personal information to other organisations, only in relation to us providing our goods and services to you. We will take reasonable steps to ensure that these organisations are bound by privacy obligations in relation to the protection of your personal information. We may disclose your personal information to other organisations which have a differing privacy policy to ours.

  Direct marketing

  We may use personal information about you for the primary purpose of providing you with our services, and for other purposes for which you would reasonably expect us to use that information. This includes sending you information about new developments, products, services and special offers by post, telephone or any form of electronic communication. You authorise us to use any email address or other contact information you provide to us at any time for this purpose.

  You can, at any time, opt out of receiving marketing material by contacting us. You agree and acknowledge that even if you opt out of receiving marketing material, we will still send you essential information that we are legally required to send you relating to the goods and services we provide. Once you opt out of receiving marketing material from us, you agree and acknowledge that this removal from our distribution lists may take several business days after the date of your request for removal.

  Accuracy of your information

  We take all reasonable steps to ensure that your personal information held by us is accurate, up-to-date, complete, relevant and not misleading. If you believe that any of your personal information is not accurate, up-to-date, complete or relevant, or that it may be misleading, please contact us (see below) and we will take all reasonable steps to correct your personal information within a reasonable time.

  Third parties and your information

  We will only collect, store, use or disclose your personal information as set out in this Privacy Policy unless we are required by law to protect our rights or property (or those of any third party), or to avoid injury to any person. Although the Site may link directly to websites operated by third parties (Linked Sites), you acknowledge that Linked Sites are not operated by us. We encourage you to always read the applicable privacy policy of any Linked Site on entering the Linked Site. We are not responsible for the content or practices of the Linked Sites nor their privacy policies regarding the collection, storage, use and disclosure of your personal information.

  Disclosure of information overseas

  We may transfer your personal information to people in foreign countries to fulfil our business purposes, for example for the purposes of processing. By providing your personal information you consent to this transfer.

  Your consent

  By your use of the Site you consent to the collection, storage, use and disclosure of your personal information in accordance with this Privacy Policy and as otherwise permitted under the Privacy Act.

  Storage and security of your personal information

  We will use all reasonable endeavours to keep your personal information in a secure environment, however, this security cannot be guaranteed. We have put in place various methods including firewalls, pass worded access and encryption software to ensure your personal information is not subject to misuse, loss, unauthorised access, modification or disclosure.

  If we no longer need your personal information, unless we are required under Australian law or a court or tribunal order to retain it, we will take reasonable steps to destroy or de-identify your personal information in accordance with our document retention policy.

  Variation

  We may vary the terms of this Privacy Policy at any time. You should check this Privacy Policy regularly so that you are aware of any variations. You will be deemed to have consented to such variations by your continued use of the Site following such changes being made.

  Access to information we hold about you

  Should you wish to access, update or correct personal information supplied to us, you may email us at myfitrewards@taf.co.nz. There is no cost to request or update your information but we may charge you a reasonable fee to cover our costs in locating and extracting that information to supply it to you. You have the option to either not identify yourself or to use a pseudonym when you contact us, unless it is impractical for us to communicate with you in that manner or if we are required or authorised under New Zealand law, or a court or tribunal order, to deal with individuals who have identified themselves.

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• THE ATHLETE'S FOOT TERMS & CONDITIONS

  1. General Disclaimer

  1.1. In these Terms & Conditions (“T&Cs”), “We”, “Us”, “Our”, “The Athlete’s Foot New Zealand” or “theathletesfoot.co.nz” means TAF New Zealand Limited trading as The Athlete’s Foot its subsidiaries and associates (unless otherwise stated).

  1.2. This website, and our online store (our “Website”), is a channel for customers to place orders for products we have available for purchase.

  1.3. We will not be liable if, for any reason, the Website is not available at any time, for any period of time. We reserve the right to limit or restrict access to certain functionality, webpages, or the entirety of the Website.

  1.4. While the information contained in the Website is believed to be accurate and current, it is provided by The Athlete’s Foot New Zealand in good faith on an "as is" basis. The Athlete’s Foot New Zealand its directors, officers or employees make no representation or warranty as to the reliability, accuracy or completeness of the information contained on the Website, and none of them accept any responsibility arising in any way (including negligence) for errors in, or omissions from, the information contained in the Website.

  1.5. You may have rights under New Zealand Consumer Law, and these T&C’s do not exclude any rights you have under New Zealand Consumer Law, or any applicable legislation.

  1.6. To the extent (if any) that the content of the website does not satisfy the laws of a country other than New Zealand, it is not directed to persons in those countries and they should not use the website.

  2. Acceptance

  2.1. The Athlete’s Foot New Zealand website and online store (collectively, our “Website”) is owned and operated by TAF New Zealand Limited trading as The Athlete’s Foot.

  2.2. Access and use of The Athlete’s Foot New Zealand website is conditional upon your acceptance and compliance with the terms, conditions, notices and disclaimers set out herein (our “T&Cs”).You should read them thoroughly before using our website and online store, or any goods and services provided through our website (collectively, our “Services”). Your use of The Athlete’s Foot New Zealand website constitutes your agreement to the T&Cs.

  2.3. The Athlete’s Foot New Zealand reserves the right to amend the T&Cs at any time and without notice to you. The Athlete’s Foot New Zealand may change the T&Cs from time to time, and your continued use of The Athlete’s Foot New Zealand Website after any amendment becomes effective constitutes an agreement by you to abide, and be bound by, the T&Cs, as so amended. We will always publish a link to our current T&Cs from the website homepage at theathletesfoot.co.nz.

  3. Capacity

  3.1. The Products available on the Website are only available for sale to individuals who can make legally binding contracts. The products are not available to persons under the age of 18 years and any other persons who are legally prohibited from entering into binding contracts.

  4. Orders, Pricing & Availabilty

  4.1. Prices displayed within this Website are shown in New Zealand dollars (AUD) and include GST where applicable. Pricing on a product detail webpage may not include delivery charges (if applicable). Please read the Shipping & Returns details contained within this website for more information regarding delivery charges.

  4.2. Any Order placed by You in the manner described in this website is an offer to purchase a particular Product for the price (including the delivery and other charges and taxes) specified in this Website at the time you place your order on these Terms & Conditions.

  4.3. The Athlete’s Foot New Zealand reserves the right to accept or reject your order for any reason, including, without limitation, the unavailability of any product, an error in the price or the product description posted on this website, or an error in your order.

  4.5. Prices of products and services, as well as delivery and other charges displayed on this website are current at the time of issue, but may change at any time and are subject to availability. All pricing on our website is available online only, and is not transferable in-store, or vice versa, on occasion where pricing differs between the two.

  4.6. Prices displayed on this website are inclusive of GST applied at the rate of 15%. You are responsible for any taxes, duties or other liabilities imposed by any government agency, including without limitation, any customs duty, goods and services taxes or any value added tax imposed on any product or services acquired or ordered by you from this website.

  5. Payment

  5.1. Payment is required at the time of purchase and placement of your order. Payment is charged/debited at the end of the complete check-out process. You will not be charged prior to the final step, and can choose not to proceed at any time before payment is taken.

  5.2. We accept payment via Visa, Mastercard, American Express (AMEX) PayPal, (confirm AMEX/Paypal is available in NZ) Laybuy, Afterpay and The Athlete’s Foot New Zealand Gift Cards (TBC) and Loyalty Vouchers. You must comply with the applicable T&Cs of these providers.

   

  5.3. To use a Gift Card online, please ensure you have a valid Gift Card.

  6. Fraud Protection

  6.1. The Athlete’s Foot New Zealand carries out activity to protect you, and our interests, from fraudulent orders and payments. A representative from The Athlete’s Foot New Zealand may contact you directly as part of this protection process.

  6.2. If The Athlete’s Foot New Zealand determines an order is potentially fraudulent, we will not dispatch goods until we are satisfied that cardholder identification has been achieved and our Fraud Protection Process has been completed.

  6.3. If you believe you have been a victim of a fraud, please contact our Fraud Protection Officer in writing at (customerservice@theathletesfoot.co.nz TBC). Please ensure the subject line of your email is “ATTN: Fraud Protection Officer” so we can prioritise and escalate appropriately.

  7. Refunds

  7.1. Please read the Returns & Exchanges Policy contained within this website for refund details. Our Returns & Exchanges Policy outlines the circumstances that a refund will be available to you.

  8. Delivery

  8.1. Please read the Delivery Information contained within this website. 8.2. Delivery times are indicative only, and The Athlete’s Foot New Zealand will not be liable for any failure to observe these delivery times.

  9. Risk and Title

  9.1. The Athlete’s Foot New Zealand will retain title to the products you order until you have made payment in full for those products, but all risk in the products will pass to you upon their delivery to or collection by a postal or courier service.

  9.2. You should consider whether you need to obtain any suitable insurance.

  10. E-Newsletter Sign-Up

  10.1. Subscribing to The Athlete’s Foot New Zealand e-newsletter is not compulsory, and you can unsubscribe at any time.

  10.2. We will never sell or share your information with third parties.

  10.3. We will always handle your data in line with our Privacy Policy.

  Please read the Privacy Policy contained within this website. Our Privacy Policy sets out what information we collect, how we use it and what data we store.

  11. Online Account

  11.1. The Athlete’s Foot New Zealand offers the ability for you to create an Online MyFit Rewards (note this says ClubFit on TAF AU site) Account. You can sign up here.

  11.2. You must provide true and factual information when creating an Online Account. You must keep your username and password confidential at all times. The Athlete’s Foot New Zealand is entitled to assume that anybody accessing your account using your confidential username and password is you.

  11.3. Be aware that others may access your account and private information if you do not sign-out before ending your session with The Athlete’s Foot New Zealand. Be particularly cautious when using public computers or devices that do not automatically log you out when you exit your browser.

  12. Limitation of Liability

  12.1. The Athlete’s Foot New Zealand will in no way be liable for any direct, indirect, incidental, special or consequential damages, resulting from use or inability to use the website or for the cost of procurement of substitute products or resulting from any products purchased or obtained or messages received or transactions entered into through the website or resulting from unauthorized access to or alteration of your transmissions or data or of any information contained on this website, including but not limited to, damages for loss of profits, use, data or other intangible, even if The Athlete’s Foot New Zealand has been advised of the possibility of such damages.

  12.2. Where any Act of Parliament implies in the Terms and Conditions any term, condition or warranty, and that Act avoids or prohibits provisions in a contract excluding or modifying the application of or exercise of, or liability under such term, condition or warranty, such term, condition or warranty shall be deemed to be included in the Terms and Conditions, however, the liability of The Athlete’s Foot New Zealand for any breach of such term, condition or warranty shall be limited, at the option of The Athlete’s Foot New Zealand to any one or more of the following:

  If the breach relates to goods:

  • the replacement of the goods or supply of equivalent goods;
  • the repair of such goods;
  • the payment of the cost of replacing the goods or of acquiring equivalent goods; or,
  • the payment of the cost of having the goods repaired;

  If the breach relates to services:
  

  • the supplying of the services again; or the payment of the cost of having the services supplied again.

  13. Privacy

  13.1. You may be asked to input information about yourself on this Website. We take your privacy seriously, and your personal information will always be treated in accordance with our Privacy Policy.

  13.2. Please read the Privacy Policy contained within this website. Our Privacy Policy sets out what information we collect, how we use it and what data we store.

  14. Copyright

  14.1. All content displayed on this site, including (but not limited to): all text, graphics, logos, names and trademarks (collectively, “Our Content”) is the property of The Athlete’s Foot New Zealand, or the property of their respective owners, and are protected by copyright, trademark and other intellectual property laws.

  14.2. Except as permitted by the New Zealand Copyright Act 1994 no part of the website or Our Content may be reproduced, adapted, performed/presented in public or transmitted in any form by any process (graphic, electronic or mechanical, including further copying, recording, taping or by a storage and information retrieval system) without the specific prior written consent of The Athlete’s Foot New Zealand.

  15. Third party content, User content and Your content

  15.1. At times the Website may contain links to other websites, which are not operated by us (“Linked Sites”). We may also provide embedded content hosted and controlled by third party providers (“Embedded Content”). The Athlete’s Foot New Zealand has no control over Linked Sites and Embedded Content, and as such accepts no responsibility for them or any loss or damage to you that may arise from using them. Your use of Linked Sites or Embedded Content is entirely your choice and responsibility, and is subject to the T&Cs of Linked Sites and Embedded Content.

  15.2. The Athlete’s Foot New Zealand does not endorse, promote or recommend any the operators, or any person, organisation or corporation, associated with Linked Sites and Embedded Content unless explicitly stated.

  15.3. At times you may be able to provide, contribute, upload and publish (collectively, “Publish”) your own data, content or materials (“User Content”) to, or through, our Website and associated websites (eg. our Blog, Facebook page, etc). User Content could include text, images, information, or comments, Published via email, comment, blog, enquiry, social media platforms, third-party partnerships and plug-ins, or other means.

  15.4. You own any User Content that you Publish on The Athlete’s Foot New Zealand Website (“Your Content”). Other users own any User Content they publish to The Athlete’s Foot New Zealand Website. The Athlete’s Foot New Zealand reserves the right to moderate, deny or remove any User Content, at any time, without explanation. We are not obliged to use, maintain or display your User Content.

  15.5. Your content must not include:

  • Content that you do not have the right to disclose under law, or an obligation you have to a third party (such as confidentiality agreements).
  • Content that reveals private information, such as your or another person’s identity; or sensitive information, including names, email addresses, phone numbers or addresses.
  • Content that infringes, or could possible infringe, the rights (including intellectual property rights, copyrights and trademarks) of others.
  • Content that can be interpreted by others as being harmful, threatening, abusive, harassing, vulgar, obscene, defamatory, misleading, an invasion of privacy, immoral or otherwise offensive or illegal.

  15.6. You are personally responsible and liable for Your Content. By uploading and publishing Your Content you acknowledge that it does not contain any confidential information, and may be seen by others.

  15.7. You are not entitled to any payment or compensation from The Athlete’s Foot New Zealand for our use of Your Content, or any User Content.

  15.8. You can request removal of any User Content you Publish at any time by emailing us at customerservice@theathletesfoot.co.nzPlease ensure the subject line of your email is “ATTN: Online Content Manager – User Content”.

  15.9. You can report violations of the third-party and user content terms by emailing us at customerservice@theathletesfoot.co.nz. Please ensure the subject line of your email is “ATTN: Online Content Manager – User Content”.

  16. Viruses

  16.1. The Athlete’s Foot New Zealand does not represent that any information (including any file) obtained from or through the website is free from computer viruses or other faults or defects. It is your responsibility to scan any such information for computer viruses.

  16.2. The Athlete’s Foot New Zealand will not be liable to you or to any other person for any loss or damage (whether direct, indirect, consequential or economic), however caused and whether by negligence or otherwise, which may result directly or indirectly from any such information. To the extent that any liability may be imposed on The Athlete’s Foot New Zealand it shall be limited to the cost of re-supplying that information.

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• Existing Instore MyFit Rewards member - first time online?

  If you have an existing The Athlete's Foot MyFit Rewards membership, but have never registered on The Athlete's Foot website before, you will need to register to link your existing in-store account.

  To complete, all you need to do is Create a MyFit Rewards account here.

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