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FAQs

Ordering/Payment

What methods of payment do you offer online?

We accept Visa, Master Card and Debit Cards only (Sorry, no American Express or Diners Club Cards accepted)

We also offer an Account to Account option through Payment Express, if you do not have a credit card. 

 

How safe is it for me to pay using my credit card and give you some personal details?

Dowsons takes online security very seriously and we are partnered with Payment Express and with ANZ to give you confidence in making secure online transactions with us.  To check the page you view is secure, look for the Payment Express Secured Logo at the top left-hand corner of your screen.

 

How do I know if you have processed my order?

Once you have placed an order, a confirmation email will be sent to you with your order receipt and confirmed shipping address.  Your order will then be dispatched from our distribution centre and we will send you another email with a tracking number and login details for our courier company, so you can track your parcels progress. If you find you have not received either of these email confirmations after placing your order, please contact us and we will resolve it for you.

 

What sizing charts do Dowsons use and how do I find out what size I am?

To help you select the right shoe size, choose from our sizing charts. The sizes shown are only a guide to the closest available size that matches the measurement of your foot and the equivalent sizes in UK, US and European sizes.  In most cases we use US sizing for women and UK sizing for men, children and gumboots.  If this differs, we explain so in the shoe descriptions making it easier for you to find the right fit.

 

Can I change my order once I’ve sent it through?

It is very important that you check all order and address details before you purchase.  If you have any issues with your order do not hesitate to contact us and we will do our best to find a resolution for you.

 

How much do you charge for delivery?

Within New Zealand

For purchases under $100 there is a delivery charge of $7.50 for all urban deliveries.  If you live rurally the delivery charge is $10.

If you spend over $100, delivery is free for urban and rural areas.  The shipping cost will be automatically added to your order at the checkout process. 

 

To Australia 

For purchases under $100 NZD there is a delivery charge of $15.00 NZD.  If you spend over $100 NZD, delivery is free.  The shipping cost will be automatically added to your order at the checkout process and is in NZD.

 

Why has an item in my shopping cart become unavailable when I go to the checkout to pay?

Products in our online store can sell out quickly.  Unfortunately, placing an item in your shopping cart does not guarantee that item will be held for you. They are available for anyone until the checkout process is completed and payment is confirmed.  In some cases an item may be sold out while you are continuing to browse.  We endeavor to make sure this happens as little as possible; but if you see something you really love it does pay to order it straight away to avoid missing out. 

 

Can I buy a Dowsons Gift Card online?

No, We're sorry, but at this stage, Dowsons Gift Cards are not for sale online. They can only be purchased in store.

 

Can I use a Dowsons Gift Card to buy online?

No, We're sorry, we do not offer Dowsons Gift Cards as a method of payment online.

 

Delivery

Do you ship overseas?

Yes, but only to Australia at this stage.  Please refer to our  Delivery and Returns Policy for postage charges.

 

Do you deliver rurally and do you charge extra to send to a rural address?

Yes, we do deliver rurally.  Postage Charges for a rural delivery are $10.  Please select the Rural Delivery charge at the checkout.

Please Note Waiheke Island, Stewart Island and the Chatham Islands are considered Rural areas.  Please contact us if you are wanting a delivery to Great Barrier Island. 

 

Do you deliver to PO Boxes?

No, sorry our courier company is unable to deliver to PO Boxes or Private Bags.  We only deliver to physical addresses.

 

What courier company do Dowsons use?

For New Zealand Orders we use Castle Parcels NZ http://www.castleparcels.co.nz/ 

 

For Australian orders we use Courier Post New Zealand https://www.courierpost.co.nz/

 

Is my parcel insured?

Yes, your parcel is insured by our courier company, but if there are any concerns or issues, please contact us, not our courier company, and we will to sort it for you.

 

How long will it take for me to get my order?

Within New Zealand

Delivery usually takes between 3-5 working days (excluding weekends or public holidays) from the time of dispatch.  Rural deliveries please allow up to another 2 working days.  Deliveries will only be processed and dispatched between Monday and Friday 9am-4pm

 

To Australia

Delivery to Australia usually takes between 3-6 working days (excluding weekends or public holidays) from the time of dispatch.  Deliveries will only be processed and dispatched between Monday and Friday 9am-4pm New Zealand time.  

 

Can I track my order?

Yes, you can.  Once your order has been dispatched from our distribution centre an email will be sent to you confirming the item/s have been dispatched and you can use the tracking number provided, to track your parcel's progress on our Courier company website http://www.castleparcels.co.nz/tracktrace.html; Australian customers https://www.nzpost.co.nz/tools/tracking. Or you can contact us if you have any concerns.

 

My parcel has not arrived within the delivery period. What should I do?

New Zealand 

If you have not received your order after 5 working days (excluding weekends and public holidays) rural deliveries after 7 days (excluding weekends and public holidays) then please don’t hesitate to contact us and we will sort it out for you.

 

Australia

If you have not received your order after 6 working days (excluding weekends and public holidays) then please don’t hesitate to contact us and we will sort it out for you. 

 

Returns and Exchanges

I have received my order, but there is a problem with them or they are the wrong size.  Can I return them or swap them for another pair?

Dowsons stands by the quality of its products with its Peace of Mind Promise.  We hope you love your new shoes but for any reason you are not happy with your footwear purchase simply fill out the appropriate returns/exchange section on the receipt you received with your order, return them to our distribution centre unworn, with proof of purchase within 30 days of receiving them and we'll give you either a Full Refund of the original purchase price (excluding delivery fees), or Exchange them for another size, colour or style depending on availability online.

 

What do I do if the order is damaged or faulty when it gets here?

We hope our shoes reach you in tip top condition; but In the case you receive a faulty pair(s) of shoes please contact us and we can arrange to have them replaced, exchanged or fully refunded.  

 

Can I exchange or return them in a Dowsons store?

Yes you can, simply fill out the form on the back of the receipt you received with your order and visit your local store where our helpful staff are happy to help.

 

I bought a pair of shoes I really love and want to get another pair.  Can I re-order them?

If they are available, yes, you can reorder another pair.  Check availability on our online store.