Delivery and Returns
Delivery
We dispatch all orders placed before 1pm NZ time Monday to Friday the same day, with the exception of Pre-orders. You will receive a shipping confirmation email when the order is dispatched. Orders placed after 1pm NZ time will be dispatched the following working day, we don’t ship during the weekend and public holidays.
We use New Zealand Post for all orders and for the purpose of delivery targets, the day in which an item is dispatched is day zero.
New Zealand
Orders over $200 delivery is free. Free delivery cannot be used in conjunction with any other offer unless indicated. For orders under $200 we charge $8 per order, allow up to 5 working days for delivery after dispatch email.
International
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Australia - we charge $17.50 per order, allow 10 working days for delivery.
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South Pacific, Asia, Europe, North America and rest of the World, we charge $27 per order, please allow 15 working days for delivery.
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Your purchase may be subject to customs duties and/or import taxes, any such charges are payable by you. Refer to your local customs office for charges that could arise as these vary from country to country. Please note: customs clearance process that arise may cause delays beyond our delivery estimates this is beyond our control.
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Returns
If you receive shoes that you wish to return, you may within 30 days of purchase. Returns must be in the original condition and with the original packaging.
Note: sale and/or marked down items are non-returnable and cannot be exchanged.
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We are unable to accept returned shoes which have been worn or damaged after purchase. To ensure you receive your refund please try the shoes inside on a carpet and for short periods to avoid wear and damage.
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All return shipping costs are to be paid by you. See Returns Process below.
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We recommend sending returns via registered post as we do not accept liability for returns that don’t reach us. Shipping costs are non-refundable, refunds will therefore be the cost of shoes only. If a refund is required on products that had free shipping, we reserve the right to deduct our shipping costs from refund. Allow 5 working days for refunds to credit cards to appear in your account from the date of transactions.
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Sale and/or marked down items
Returns and exchanges are not available on sale or discounted shoes, please choose carefully.
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Exchanges
If you would like to exchange your shoes for another pair, please send back the pair you don't want and buy the pair you would like to exchange with on the website. Returns must be in the original condition and shoes can only be returned if unworn. All return shipping costs are to be paid by you.
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Returns Process
To return an item please follow the simple steps below:
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Please email your returns request to online@esperanceshoes.com.
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We will be in touch and may require further information to expedite your request.
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We will issue a return merchandise reference number and returns address.
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Return package must include the original box issued. Ensure item is securely enclosed as we are not able to accept items damaged after purchase.
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For your peace of mind, we strongly recommend you use registered post as we are not liable for lost return packages.
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Once we receive the parcel, we will inspect and process within 2 days to ensure you receive your refund as quickly as possible. We will email you confirmation of your refund and how it is being processed.
Note: Refunds can only be processed to the original form of payment and may take up to 5 working days to show in your account.
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Order Cancellations
If notified before goods have been dispatched, we can accommodate order cancellations. If items have been shipped and we are able to request the return of the package from our delivery service there will be a cancellation charge equal to the cost of postage paid.
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If you have any questions not answered in our policies please contact us for assistance online@esperanceshoes.com