RETURNS – The Athletes Foot New Zealand

The Athletes Foot New Zealand
RETURNS

RETURNS POLICY

How can I return an online shoe purchase?
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 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 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 nationwide.

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 call our Customer Experience Team on 0800 237 834 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!

CALL – Simply call our Customer Experience Team 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

READ FULL ARTICLE
What is your Faulty Assessment process for in-store purchases?
If you're in one of our stores, please ask to speak to a Manager. We have empowered both our Store & Assistant Managers to use their own discretion about your purchase.*

If you the customer, deem a purchase to be a manufacturing fault, the manager can offer one of the below

exchange for the same item

exchange for a different size

a full refund (depending on the payment method)

disagree that there is a genuine manufacturing fault and therefore not process the return.

Check out our Returns Policy here.
If your complaint does not relate to a purchase, please contact our Customer Experience Team.

*If an item has been misused or worn in a manner contrary to its purpose, the item will be classified as ‘general wear and tear’. Forms of misuse may include but are not limited to cuts, heat or burns, exposure to chemicals or harsh elements, contact with gravel/bitumen while using motorized vehicles, skateboarding, machine washing and any alterations (eg. shoe repair).
READ FULL ARTICLE
What is your Faulty Assessment process for online purchases?

We're so sorry to learn of your experience with our shoes so far. If you believe any purchased items may have manufacturing faults, please follow the below steps.

Please reach out to our customer experience team here and send through the following information;

1. Order number, proof of purchase, name and/or email address used on the order

2. Photos of the faulty item(s) from all angles, including the tag showing the item numbers

Please do not send the faulty product back without contacting us first.

*If an item has been misused or worn in a manner contrary to its purpose, the item will be classified as ‘general wear and tear’. Forms of misuse may include but are not limited to cuts, heat or burns, exposure to chemicals or harsh elements, contact with gravel/bitumen while using motorized vehicles, skateboarding, machine washing and any alterations (eg. shoe repair).

You can also reach out to our Customer Experience Team below.

READ FULL ARTICLE
How can I return an in store purchase?
If, for any reason you are unhappy with your purchase, we will happily provide you with an exchange or refund within 30 days of purchase with appropriate proof of purchase. Purchases made in-store cannot be returned online.

Simply return your unwanted shoes to us unworn, in their original condition including original shoe box and/or packaging within 30 days of purchase. Proof of purchase will be required.

Find your nearest store here

A refund will not be processed if the returned goods do not comply with the above conditions.

*This policy applies to change of mind returns. For Fit Guarantee's please see here.
READ FULL ARTICLE
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.

Our FIT GUARANTEE is valid for all customers at any of our Athlete‘s Foot stores nationwide.

READ FULL ARTICLE

RETURNS AND EXCHANGES

How do I return an Afterpay purchase in-store?

Returning Afterpay purchases in-store is easy. First, take a look at our Returns Policy to make sure your items meet our returns conditions.

When you’re in-store, open your Afterpay app and access your Afterpay card in your Profile tab. Select ‘Return an Order’ and then ‘Refund with Afterpay Card’ which will launch the screen to select Apple Pay or Google Pay. Select your Afterpay Card and tap against the reader.

Alternatively, you can select ‘Orders’, open transactions and locate the transaction. Click ‘Return an Order’ and tap the card reader to initiate your refund.

You’ll be notified that your refund has been successful and adjustments will be made to your payment schedule.

If you return your order in full and receive a full refund, any paid payments will be refunded back onto the linked card you paid with, and any upcoming payments will be cancelled.

If you return part of your order and receive a part refund, any previous payments will be adjusted and any difference refunded back onto your card. Upcoming payments will be adjusted or cancelled depending on your situation.

For a comprehensive breakdown of refunds with Afterpay, please see here.

Exchanges can be facilitated in-store for items of the same value only.

Refunds must be initiated via the Afterpay App. They cannot be initiated via the Digital Wallet.

If you have any further enquiries regarding Afterpay, head to their website for more information.

READ FULL ARTICLE
How will I receive my refund?

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.

READ FULL ARTICLE
Can I return a sale item?

You are most welcome to return a sale item, as long as it meets our return conditions.

Even if your item was purchased at a sale price, you are welcome to return and receive a full refund for the price paid.

You can check out our Returns Policy for more information.

READ FULL ARTICLE
How do I return an Afterpay purchase online?

If you paid for your order via Afterpay, you are welcome to head to your nearest store and return the item in person OR you can post your item back to our online store. Take a look at our Returns Policy to find out more information.

When your refund is processed, Afterpay will send you an email and make the necessary adjustments to your payment schedule.

If you return your order in full and receive a full refund, any paid payments will be refunded back onto the card you paid on, and any upcoming payments will be cancelled.

If you return part of your order and receive a part refund, any previous payments will be adjusted and any difference refunded back onto your card. Upcoming payments will be adjusted or cancelled depending on your situation.

For a comprehensive breakdown of refunds with Afterpay, please see here.

Unfortunately, we are unable to facilitate exchanges, but you are welcome to repurchase on a new barcode. If you have any further enquiries regarding Afterpay, head to their website for more information.

READ FULL ARTICLE
What happens to my gift card when I return my online order?
If you are wishing to return your online order, unfortunately, we are not able to facilitate in exchanges.

Once your order arrives back, our returns team will process your return. If you paid with a gift card, unfortunately, our systems are not able to process the funds back onto the original gift card.

Not to worry! Our Customer Experience Team will be notified of the return and will have a new gift card generated for you to use on your next purchase. Once the gift card is generated, our Customer Experience Team will reach out to you with the new gift card details.

Please allow 72 hours for your new gift card to be generated and our Customer Experience Team to reach out to you.
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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.
READ FULL ARTICLE

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