Returns
Florsheim is confident that you will be happy with your purchase. If for any reason this is not the case, you are able to return your goods within 30 days of purchase instore and 30 days of delivery for online orders.
Our policy including the change of mind limits do not exclude or replace your rights under Consumer Guarantees of the New Zealand Consumer Law, regulations or otherwise as required by law.
CHANGE OF MIND
If you have changed your mind, we may offer you an exchange or refund provided the following conditions are met:
- Exchange or refund is made within 30 days of purchase instore and 30 days of delivery for online orders.
- is accompanied with satisfactory proof of purchase (see below)
- the product is in unworn/original condition, this includes original packaging (ie. Shoe box)
- The product is not included in the exclusion list below.
Excluded Change of Mind Items
- Clearance Items: please choose carefully when purchasing items that are marked as Clearance (Items that end in $0.90 or are marked in store with a yellow sticker). These items are not available to return for a refund (unless faulty). An exchange or store credit will be offered if the following conditions are met:
o Exchange or store credit must be made within 30 days of purchase instore and 30 days of delivery for online orders.
o is accompanied with satisfactory proof of purchase (see below)
o the product is in unworn/original condition, this includes original packaging (ie. Shoe box)
Proof of Purchase
Returns, refunds, exchanges or repair requests must be accompanied by any one of the following proof of purchase documents:
- Original register receipt
- Online Tax Invoice (Online order confirmations will not be accepted)
- Financial Statement (i.e bank statement, credit card statement)
Return Tender
If a refund is provided it will be returned using your original payment method.
Online Orders
All online orders are subject to availability.
If there is a shortfall in our online stock, we will endeavour to find any purchased item in one of our retail stores. In the case that we are unable to find the requested item, we will notify you via email and offer you the option to choose another style to the same value, or cancel/refund your order.
Florsheim Online has the right to refuse an order for any reason.
How to Return an Online Order:
1. Items will be accepted for return within 30 days of delivery for refunds or exchange. If there are issues or concerns with your order, please first contact Customer Service on internet.orders@florsheim.co.nz or phone (09) 373 4507 to confirm your return.
2. Please ensure that all items returned are unworn and in original packaging.
3. Fill out the returns form provided with your delivery. All returns must be accompanied with this returns form. Click here to download a returns form.
4. Please package your return in a postage satchel or box and post to the address below. Please do not stick labels or sticky tape on the original shoe box. (Shipping costs are the customers responsibility and we do not refund shipping costs)
Address:
Florsheim Online Returns
Shops 1 & 2 Queens Arcade
34-40 Queen St
Auckland
NZ 1010
5. We recommend using a delivery service that tracks your parcel, as Florsheim will not take responsibility for lost parcels.
6. Once received at our Online Warehouse, our customer service team will process your return and be in contact should additional information be required.
Please allow up to 14 business days for exchanges or refunds to be processed once received at our warehouse.
Please Note:
- The customer is responsible for all associated costs to return an item (unless faulty)
- Refunds will be processed back onto the original payment method. Refunds may take up to 3-5 business days to be processed and for funds to appear in your account.
- During sale, promotional and holiday periods return timeframes may be delayed.
Defective Merchandise/Shipping Errors
Faulty Items
In the event that you have received an item that you believe is faulty; please contact customer service immediately, or head into one of our stores. We take pride in our product quality and service, and our teams will be able to assist you.
Customer Service: internet.orders@florsheim.co.nz
Online Cancelations or Order Amendments
You may cancel any item or your complete order, as long as it has not entered the shipping process stage. Please email internet.orders@florsheim.co.nz and we will do our best to fulfil your request.
Please be aware that during busy sale periods, we unfortunately are unable to cancel or make any amendments to any online orders after your order is placed. Amendments may include but are not limited to:
- Change of delivery address,
- Changes to colours and sizes,
- Adding or removing items,
- Full order cancellations.
Please ensure all details provided are full and correct at the time of order placement.
Shipping
Florsheim Online will strive to process all orders within one day of the order being placed, however in busy sale periods, such as Black Friday and Boxing Day, this time frame may be delayed.
Orders will be dispatched using the most appropriate service for the individual item, most likely, NZ Post (https://www.nzpost.co.nz/)
- Once orders have been shipped, you will receive an email with a unique tracking number for your parcel.
- Orders containing more than one item may be split into several deliveries. You will receive separate tracking numbers and email confirmations should this occur.
- Orders will be delivered within standard business hours and must be signed for. If no one is able to accept delivery, a calling card with further details will be left by the courier service. We recommend using a business address for delivery.
Florsheim Online will make every effort to ensure that all domestic orders are delivered within 5-7 business days, however, cannot be held responsible for shipping delays out of our control.
Florsheim Online is not liable for any damage caused to goods during domestic transit.
Shipping Costs
- Free Standard Shipping is offered on all orders over $100.
- Orders under $100 will incur a $15 shipping fee.
Please note that this is applicable for online orders. If you require shipping for in-store purchases, please arrange with relevant store.
Delivery Address
- We offer shipping to any address New Zealand wide.
- We do not offer international shipping.
Payment
Florsheim Online accepts payment via Mastercard, Visa & American Express credit cards and Paypal
- Prices of products, delivery or any other charges displayed on our website are current at the time of issue, but are subject to change at any time.
- Florsheim Online will charge your credit card in New Zealand Dollars (NZ).
- All prices displayed are inclusive of taxes.