Frequently Asked Questions

Delivery

How much do you charge for delivery?

All New Zealand orders over $100 will be delivered for FREE. All New Zealand orders under $100 incur a $15 delivery fee.

When will I receive my order?

We aim to ship your order the same day where possible. Styletread works with its couriers to deliver within 2-4 business days but your order may even arrive faster than that depending on where you live!

Do you deliver to anywhere in New Zealand?

We deliver to all addresses within New Zealand.

Do you deliver internationally?

We currently deliver to Australia and New Zealand only.

If you are outside both Australia and New Zealand, please use our purpose built BorderFree site: https://global.styletread.com.au/.

Please note: Shipping and return charges differ for each location, please read all supplied information prior to committing to your purchase, or contact our team if you have any questions.

I have ordered an item that is no longer available

Styletread is committed to providing exceptional customer service and quality products. We endeavour to make sure that all products listed on our website are currently in stock and pricing is true and correct. In the unlikely event that an ordered item isn't available, or we are unable to fulfil your order, we will notify you within 2 business days to advise whether we are able to place a backorder or provide a full refund.

How do I change the delivery address after I have ordered?

Due to our quick turnaround process, it's important you contact us as soon as you realise there's a mistake. Please note that there is a very small timeframe in which we can request this change.

How can I track my order?

You should be contacted within 1 business day via email with a tracking number. You can use this to trace your order on the DHL website.

Will I need to be present at my nominated delivery address when my order arrives?

Yes. Our courier StarTrack requires you to be at the nominated delivery address to accept your order. Please note: If unattended, your order will be delivered to your nearest post office for collection.

Returns

What is Styletread's return policy?

We understand that sometimes a product just doesn't fit, thats why we offer FREE 30 day returns for all orders.

If you wish to receive a REFUND for your purchase, your item must meet these guidelines:

  • Purchased within the last 30 days
  • Unworn, undamaged and unmarked
  • In their original condition and
  • In the original packaging and shoe box (we consider this part of the item).
  • Styletread does not accept returns after 30 days from the date of purchase.

Returns for New Zealand customers are arranged over the phone by one of our customer service team members. Please contact us us to arrange a return, where we will send you a free returns label.

Print your returns label, pack the items you want to return into the original packaging or branded shoe box and place it into your Styletread carton or similar cardboard box with the label on the outside and drop it at your local post office.

Please make sure all returns are sent back to Styletread within 30 days from the date of purchase. We do not accept returns after the 30 day return period has ended.

If any items are not eligible for a refund we will contact you and return those items to you at your cost. These items will incur a postage charge - $15 for New Zealand returns. All efforts will be made to contact you, however, if we do not hear from you within 30 days we reserve the right to dispose of your items.

Please be advised eBay customers are liable for the postage cost of returning products.

How do I return my order?

Please contact our Customer Service team to arrange a return here.

How do I return my eBay order?

All eBay returns must follow our eBay return instructions found here.

Where do I find my Web Order Number?

Your Web Order Number can be found in two places:

1) At the bottom of your order confirmation email or

2) On the piece of paper found in the box with your order under the heading 'Tax Invoice'.This Web Order Number can also be used as a reference number when you are contacting customer service.

How long does the return process take?

Depending on your method of delivery, it can take up to 10 working days for your returned goods to arrive at the Styletread warehouse.

Once the goods have been received, they will be evaluated to see if they are eligible for a refund, this process can take 4-6 business days. You will be notified by email if the refund is approved and it will then be processed by our Finance team.

Depending on your banking institution, your refund will appear in your account approximately 1-7 business days after it has been processed.

We reserve the right to decline an item for a refund if:

  • The return was made after 30 days
  • The products are marked, damaged or show signs of wear
  • The products are not returned in their original and undamaged box or packaging

We will contact you if any items are not eligible for a refund.

I placed my order using a gift card - will I be refunded?

Did you use a gift card to make your purchase? No problems, we simply reload the refunded amount back onto the gift card you used to make your purchase. If your gift card has expired at the time of your refund, a 30 day extension period is applied.

I placed my order during a sale or promotion - will I be refunded?

Items that were bought during a sale or discount promotion will be refunded for the amount paid for the item i.e. the listed price for that item at time of order less the discount applied.

Can I exchange my shoes if they don’t fit?

Unfortunately we are unable to facilitate exchanges. If you wish to change an item for another size, colour or style, we recommend you return the original item and make a new purchase.

Help! I think my item is faulty!

Styletread's Returns Policy includes the rights you are entitled to under the Australian Consumer Law. If you believe your product to be faulty, please contact our Customer Happiness Team. Styletread may request photos of the fault claim prior to approving the return. We may also consult with the supplier or manufacturer to determine if the item is faulty. If the item is found to be faulty, you will receive a full refund for that item including the delivery charge unless the delivery charge has been previously refunded for that order.

Payment

What forms of payment are accepted?

Styletread accepts MasterCard, VISA and American Express, as well as Afterpay.

I have a voucher code. How do I apply it?

You can apply your voucher code at the checkout after you've filled in your details, simply enter the code into the 'Voucher Code' box and click 'Apply'.Each voucher code has unique terms and conditions. If you're having trouble using your voucher please contact our Customer Happiness team.

Is it safe to use my credit card on Styletread?

Yes! Styletread understands that the safety of your personal information is extremely important to you. We use globally accepted best practice electronic and physical security measures and devices to protect your personal data and credit card information from unauthorised access.For more information regarding the security of your personal information, please read our Privacy Policy.

What is PayPal?

PayPal is a payment method for online purchases enabling buyers and purchasers to send and receive money online. PayPal has over 100 million member accounts in over 190 countries. One advantage of using PayPal is that it offers faster, safer and easier checkouts and promises to protect customers from revealing their credit card information to the merchant.For more information, please visit the PayPal website.

General

How do I place an order?

To place an order, first you need to register with us. Follow the instructions on our How to Register & Order page for more information.

The shoes I want aren't available in my size. What now?

The stock on our website is an accurate reflection of the stock we have in our warehouse. Please  contact our Customer Happiness team if you'd like to know if, or when, we'll get any additional stock of that particular shoe. 

Please note: If the item is an already reduced item, we will not be restocking.

How do I unsubscribe from your mailing list?

On the bottom of every newsletter we send there is an "Unsubscribe" link. Simply click "Unsubscribe" and it's as easy as that. We'll be sorry to see you go, however you can always re-subscribe at any time so you can be the first to know about sales and subscriber-only promotions.

I have seen the same product on another site. Do you price match?

We do keep an eye on our competitors’ prices and are in constant communication with our suppliers, however, due to our generous fast delivery and 30-day free return policies; we don’t match the short term price changes of other retailers. We do offer end of season sales, so if you're after a bargain, check out our Sales page!

Do you have any tips for trying on shoes?

We recommend you try the shoes on carpet to avoid scratching the soles and use a stocking or sock when trying on lighter coloured shoes, especially bridal shoes.

How can I cancel my order?

As we pack all orders soon after they are placed, please contact our Customer Happiness team as soon as possible via phone.

How do I search for a specific brand/style?

You can search the entire product range on site by using the search bar at the top right-hand corner of the screen. Alternatively you can use the filters on the left hand side of the screen when you’re browsing the 'What's New' or 'Women' categories for example. These will allow you to filter items by brand/category/colour/size/material so you can find what you're looking for faster!

How do I create a Styletread account?

Click 'Register' at the top right-hand corner of the screen and enter your details in the fields provided. For more details on how to register, please visit our  How to Register & Order page.