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Delivery and Returns Policy

Payment

Dowsons endeavor to give you a convenient, easy, quick, secure and above all enjoyable shopping experience.

 

Our online range can be purchased by Visa, Mastercard or Debit card only via Payment Express (Sorry, no American Express or Diners Club Cards accepted)

 

All of our products and shipping charges are priced in New Zealand Dollars (NZD) and are GST inclusive.

 

You can shop as a registered Dowsons VIP or as a Guest.  Registering is easy, simply click on the Register link at the top right-hand corner of your screen, fill in the registration details and click "Register".  Once registered, you will receive regular newsletters, online specials, savings and the added convenience of your personal details saved for future purchases, all at the click of a button. You can opt out of registration at any time by using the "unsubscribe" link on any emails from us or logging in to your account and adjusting your preferences.

 

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 in Christchurch. 

 

Orders will not be dispatched until payment is received in full. If your nominated credit card is declined, then orders will not be dispatched.  Dowsons Shoes reserves the right to cancel any payments deemed suspect or fraudulent by us or by Payment Express. 

 

It is very important that you check all order and address details before you purchase. Our courier company is unable to deliver to PO boxes (New Zealand and Australia).  We only deliver to physical addresses.  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.

 

 

Delivery

We want to make our online shopping process as smooth as possible for you.

 

If you have any special delivery instructions please don't hesitate to contact us and we can make arrangements with our courier company.

 

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

 

Once your order has been dispatched from our distribution centre we will send you another email with a tracking number and contact details for our courier company, so you can track your parcel's progress.  

 

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.  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.

 

In the very rare event that an item/s are delayed or out of stock, we will email you straight away and endeavor to find the best solution for you.

 

To Australia 

For purchases under $150 NZD* there is a delivery charge of $15.00 NZD.  If you spend over $150 NZD*, delivery is free.  

 

The shipping cost will be automatically added to your order at the checkout process and is in NZD.

 

Once your order has been dispatched from our distribution centre, we will send you another email with a tracking number and contact details for our courier company, so you can track your parcel's progress.

 

Delivery to Australia usually takes between 3-10 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).  If you have not received your order after 10 working days (excluding weekends and public holidays) then please don’t hesitate to contact us and we will sort it out for you.

 

In the very rare event that an item/s are delayed or out of stock, we will email you straight away and endeavor to find the best solution for you.

 

Returns/Exchanges

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 purchase, simply 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 Original Postage Charges), or Exchange them for another size, colour or style depending on availability online.  Some of our brands are external, please do not send your purchase back to the manufacturer we will sort it for you. 

 

There are a few items we do not offer a refund or exchange on.  These are our Shoe Care Accessories range excluding insoles.  If you purchase an insole and it is not the right size you can also return or exchange them unworn, in their original packaging, with proof of purchase within 30 days of receiving them.

 

How to Return/Exchange

You can return or exchange your footwear purchase at any of our stores.  Simply fill out the appropriate section on the Returns form you received with your delivery and our helpful staff will find another suitable option or refund you.

Please note: Refunds are only put back on your credit or debit card for the original purchase price, we do not give cash refunds in-store; and origional postage charges are non-refundable.  Exchanges are dependent on whether there is available stock in-store, in some cases we may need to order replacements from our Distribution Centre.  

 

Or you can return items directly to our Distribution Centre.  Here's how:-

  1. Please email up at shop@dowsons.co.nz explaining what you are returning and why. With your order number.
  2. We will confirm with you that it is ok to return your purchase.
  3. Fill out the appropriate Returns Section section on the invoice you received with your order.
  4. Pay to send your package via Track and Trace methods, making sure Dowsons will receive it within 7 days of replying to your email. Please include: The returns form and the items being returned in the appropriate postage bag. 
  5. Post it back to 190A The Runway, Wigram, Christchurch 8042, New Zealand. (Please do not post returns or exchanges to one of our stores.)

 

Important to Note

Postage costs to return a product for a Refund or Exchange are covered by you, the customer (this includes Returns and Exchanges from Australia).   Postage costs for the Items coming back to you for an Exchange from our distribution centre are covered by us.

 

Dowsons endeavors to get exchanged products back to you between 3-5 working days within New Zealand (excluding weekends or public holidays) from the time of dispatch.  Rural deliveries please allow for up to another 2 working days.  Australian customers please allow between 3-6 working days (excluding weekends or public holidays). 

 

As our Distribution Centre is based in Christchurch we are closed on Canterbury Anniversary day.  Orders placed over that weekend will be shipped on the following Monday.

 

Refunds are given as they were paid originally (excluding postage costs) and will not be given until the shoes are returned and checked at our distribution centre to make sure they are unworn and have the correct proof of purchase.  We will send you email notification when we have received your returned item(s) and advise if there are any issues surrounding the refund.

 

Dowsons will refund you as quickly as possible. It may take 2-10 working days to process, depending on your debit or credit card company. We are not responsible for any delays that may occur with your bank during the refund process.

 

Dowsons has the right to decline returns if the product is not returned within 30 days of originally receiving your order, if the shoes are returned in a worn condition or if the shoes do not have original proof of purchase.

 

Dowsons does not accept responsibility for lost items in transit being returned.  We recommend you use a postage company that is reputable and can be tracked if in any doubt.

 

Faulty Shoes

We hope our shoes reach you in tip top condition, without faults or damage and are the correct shoes you ordered; but in the case you receive a faulty pair(s) of shoes, or they are not the product you ordered please contact us, quote your order number and we will arrange to have them exchanged or fully refunded. 

 

If you have any queries or problems at all, please do not hesitate to contact us and we will endeavour to resolve the issue.