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.

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.

Can 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.

Why have I received two tracking numbers?

Orders containing more than one item may receive more than one tracking number and may be delivered at different times from our warehouse. We will always endeavor to minimise this where we can, but we know you want your deliveries to arrive as quickly as possible!

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

Yes. Our courier 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 isn't quite right, 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 the original packaging and shoe box (we consider this part of the item)

If you qualify for a return, please visit our returns page here to step through the process.

Please note that we are unable to facilitate exchanges at this time. If you wish to swap an item for another size, colour or style, we recommend you follow the returns process for the original pruchase, and use the refund returned to your original form of payment to cover the new item.

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 of $15 to all residential addresses across New Zealand. 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.

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.

How do I return my Amazon order?

All Amazon retuns must be processed via the Amazon Online Return Centre 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 slip sent in your delivery with your order under the heading 'Tax Invoice'. This 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. 

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 products are marked, damaged, show signs of wear or do not have their original and undamaged packaging. In this instance, we will contact you directly. For more information regarding refunds, please see our Returns Policy.

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?

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

Some conditions do apply, so check out our Returns page for full details.

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 Service Team directly and they will help you out. 

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 AMEX, as well as Afterpay and ApplePay.

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 Service team.

Is it safe to use my credit card on Styletread?

Yes. Styletread uses 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.

What is Afterpay?

AfterPay is a payment method that allows you to pay in quarterly instalments every 2 weeks and receive your goods in the same time as if you had paid in full!

Why does my NZ order show tax?

New Zealand orders are exempt from paying Australian Goods & Services Tax on their products.

From 1 December 2019, Styletread now collects a GST of 15% on orders to New Zealand due to government policy changes. More information can be found on the New Zealand government customs pages.

General

How do I place an order?

To place an order, simply select the item you wish to order, add the correct size to your bag and proceed to the checkout.

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. 

If the size you want is out of stock, the website will allow you to be notified when it arrives back in stock, simply pop your preferred size and email address in, and we'll let you know when it's available!

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 tried to check out and the item in my shopping cart disappeared, what happened?

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