Shipping & Returns

SHIPPING

To ensure that your parcel will be safely delivered to you, we only use a signature required courier service. Please provide a daytime delivery address where someone will be available to receive your delivery, alternatively if you are not home at time of delivery, a Card to Call will be left in your letterbox.

Your items should arrive to a New Zealand address within 3 working days (Mon-Fri) of receipt of order and payment. Rural deliveries may take an additional 1-2 working days.

We have FREE shipping on all non-sale items above $295. For all other items we have a flat rate courier charge of $10 anywhere within New Zealand.

RETURNS

We have a no refunds policy for goods purchased online or in store. If you are unsure of what size you need please feel free to call one of our stores or come in store to try them on. If you are unhappy with the sizing you have selected on our website we are able to exchange the shoes for another size where available. We cannot guarantee an alternate size is available; when we do not have the size you require in stock you will receive a credit note to the value of the goods purchased.

If the goods are faulty we reserve the right to repair them within 7 days of us receiving your return, when goods are returned within a reasonable time with proof of purchase.

You can return your shoes by courier at your cost or by coming in store. If you are going to return your shoes by courier, please contact us at enquiry@velvetsteps.co.nz or call us on (07) 572 2971 so we can expect the delivery.

If you return your shoes by courier, please ensure you include the following:
– Proof of purchase
– Your name, address and contact details
– Also please ensure to include a note advising the reason for your return

If you return your shoes to one of our stores, please ensure to bring along your proof of purchase and we will help you to find the correct size.

We will not accept any returns of footwear that has been worn unless it is faulty.