Refunds & Exchanges
Returns & Exchanges
At Lotsa Shoes, we take pride in the quality of every product we offer. We want you to feel confident in your purchase and are committed to making the returns and exchange process as straightforward as possible.
Damaged or Faulty Items
Every order is carefully checked before leaving our store. In the unlikely event that your item arrives damaged or faulty, please contact us as soon as possible at sales@lotsashoes.co.nz, including clear photographs of the item and the issue.
Once the item has been returned and assessed, we will arrange either a full refund or an exchange, subject to availability.
Faulty or damaged items must be returned within 30 days of purchase and should be returned in the condition in which they were received, including original packaging, labels and any accompanying materials.
Refunds
Once we receive your returned item, it will be carefully inspected. We will then email you to confirm receipt and advise whether your refund has been approved.
If approved, your refund will be processed to your original method of payment. Please allow additional time for your bank or payment provider to process and display the refund in your account.
If Your Refund Has Not Arrived
If you have been notified that your refund has been processed but it has not yet appeared in your account, we recommend:
- Checking your bank account or payment method again.
- Contacting your bank or credit card provider, as processing times can vary.
- If you have completed these steps and your refund has still not arrived, please contact us at sales@lotsashoes.co.nz and we will be happy to assist.
Sale Items
Sale items are considered final sale and are not eligible for a refund due to change of mind.
However, if a sale item is found to be faulty or damaged, please contact us and we will be happy to assist in accordance with our faulty-item policy.
Exchanges & Change of Mind
If you have changed your mind or selected the incorrect size, we are happy to offer an exchange or store credit for the original purchase price of the item, excluding shipping costs.
Change-of-mind returns must be received by us within 30 days of the original purchase.
To be eligible, items must be:
- Unworn and in their original, resalable condition
- Returned with all original packaging and labels
- Free from marks, damage or signs of wear
- Returned with any original accessories or materials supplied with the product
The cost of returning an item is the responsibility of the customer.
Please note: We are unable to provide refunds for items that are not faulty or damaged. Change-of-mind returns are eligible for an exchange or store credit only.
Sizing
We make every effort to provide accurate and detailed product descriptions, including sizing information.
If you are unsure about sizing, we encourage you to contact us at sales@lotsashoes.co.nz before placing your order. Our team is always happy to help you find the right fit.
How to Return an Item
Before sending a return, please contact us at sales@lotsashoes.co.nz so we can assist you with the appropriate return process.
Returns can be sent to:
Lotsa Shoes
197 Onehunga Mall
Onehunga, Auckland 1061
New Zealand
Please ensure your return is securely packaged and includes your order details so that we can identify and process it promptly.
Return Shipping
Unless an item is confirmed to be faulty or damaged, customers are responsible for the cost of return shipping.
Original shipping costs are non-refundable. Where applicable, any return shipping costs may be deducted from the amount refunded.
Delivery timeframes for exchanged items will vary depending on your location and courier service.
Our Commitment
We want every Lotsa Shoes experience to be a positive one. If you have any questions regarding a return, exchange or sizing before making your purchase, please get in touch with our team at sales@lotsashoes.co.nz. We are always happy to help.
