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Frequently asked questions

How do I return an item?

Please see our Delivery and Returns Policy for full information on this process.

What's the warranty on your shoes?

We’ll be sorry to hear should you have received a faulty or incorrect item and are committed to meeting our obligations under the Consumer Guarantees Act by means of repair, replacement or refund depending on the nature of the fault. Take the item into any Number One Shoes store (sorry, this excludes Outlet stores) to receive a refund. If it is not convenient for you to visit a Number One Shoes store please contact our Customer Service team on customer.service@numberoneshoes.co.nz or 0800 NO1 SHOE and quote your [order number / invoice number]. We will be more than happy to arrange free return delivery and an exchange or refund for you.

Do you accept cheques as payment?

Sorry, we are not able to accept cheques as a method of payment.

What sizing metric does your shop use?

Our women’s shoe sizes are based on the US shoe size chart. Men’s shoe sizes are based on the UK shoe size chart. All kids’ shoe sizes are based on the UK shoe size chart. Please see our shoe size guide for more information.

Do you have half sizes available?

Please see our shoe size guide for all sizing information.

Do you do layby?

Number One Shoes is committed to providing our customers with the largest range, quality products and great prices so that you can find the size, colour and style that suits you at a price you can afford. Unfortunately we are not able to offer layby.

Can you hold a pair of shoes for me?

If you have seen a pair of shoes in-store that you would like to put on hold, we’re happy to hold shoes for you in-store until the end of the same business day. Simply call your local store and give them the Style Name and your shoe size and they will arrange this for you. Find your local store here. Please note that we are unable to hold stock online.

Do you have any spare shoe boxes?

If you are looking for shoe boxes for your local Kindergarten or School please contact your local store and they may be able to place some aside, find the store nearest to you here.