Refund policy

Returns

We are happy to offer a full refund or exchange on unused items returned within 14 days of purchase. If you receive an item that you’re not 100% happy with, please contact us within 3 days by email to shop@fitzroyvillageshoes.co.nz

Then you can return to us within 14 days of delivery for a full refund or exchange for an alternate size or style. Online purchases can also be returned instore, free of charge.

Items must be in unworn condition and in original undamaged packaging. When trying your purchase on, please do so inside to avoid wear. In the unlikely event that the shoes do show signs of wear or damage, we will notify you via email and return the shoes to you.

Please Note: Purchases made from our Sale section are considered final sale, aligning with our instore policy and not returnable.

Refunds

Refunds are made to the card or Afterpay account used for purchase. We aim to process refunds as quickly as possible, however bank and Afterpay processing times mean that refunds can take 2-3 days to appear in your account.

Refunds are processed for the purchase price and do not cover postage costs. 

You can find return instructions below.

Exchanges

For a faster exchange process to ensure you get what you want, you can purchase your preferred item through our website and we will send it ASAP. Then we will refund your original purchase once we receive it back. 

Return Instructions

Purchases (excluding final sale) can be returned within 14 days for a refund or exchange for an alternative size or style.
Items must be in unworn condition and in original undamaged packaging. Goods are your responsibility until they have been received by our store.

Items must be refunded to the original card or payment method used at the time of purchase.

1. Fill in the RETURN FORM on the packing slip included with your order. You can bring your return to our New Plymouth store free of charge, or if you need to send it please continue with the following steps.

2. Wrap up your purchase with the completed return form. Please do not write on or apply tape to the shoe box.

3. Send it back to us at:

Fitzroy Village Shoes

568 Devon Street East,

Fitzroy,

New Plymouth 4312

Taranaki

You can send it any way you like, however we've found the following options to be the cheapest:

  • TradeMe Book A Courier – Book a courier pick up via TradeMe here. You will require a TradeMe account.
  • NZ Post – Send your return from an NZ Post outlet. You can find your nearest outlet here.

4. We will send you an email to confirm when we have received your return. 

  • We aim to process refunds as quickly as possible after receiving your return, however bank and Afterpay processing times mean that refunds can take 2-3 days to appear in your account.

    Refunds are processed for the product purchase price only.
    Any initial or return shipping fees are non-refundable in the event you choose to return all or part of your order.