Frequently Asked Questions (FAQs)
Welcome to Footwear & Apparel New Zealand. Below you’ll find answers to common questions about ordering, payments, shipping, rural delivery, returns and security.
If you need help, contact us anytime at sales@faanz.co.nz.
Ordering & Checkout
1. Can I checkout without creating an account?
Yes — you can checkout as a guest without creating an account. Creating an account simply allows you to track orders and save your details for faster checkout next time.
2. What currency are your prices in?
All prices are in New Zealand Dollars (NZD).
3. Are your prices GST inclusive?
Yes — all prices include GST (Goods and Services Tax) for New Zealand customers.
4. Can I cancel or change my order after placing it?
If your order hasn’t been dispatched yet, we may be able to help. Please contact us as soon as possible with your order number and we’ll do our best to assist.
Payment Methods & Buy Now Pay Later (BNPL)
1. What payment methods do you accept?
We accept:
- Visa
- Mastercard
- American Express
- PayPal
- Apple Pay
- Google Pay
- Shop Pay
- Afterpay
Available options are displayed at checkout.
2. Do you offer Afterpay or Buy Now Pay Later?
Yes — we offer Afterpay, allowing you to split your purchase into interest-free instalments (subject to Afterpay terms and approval).
3. Is it safe to use my credit card on your website?
Yes. All payments are processed through secure, encrypted, PCI-compliant payment gateways such as Shopify Payments and PayPal. We do not store your full credit card details on our servers.
Privacy & Security
1. How is my personal information protected?
We use secure encryption (SSL technology) to protect your personal information during checkout. Your information is used only for order processing, delivery and customer service.
2. Do you share my personal data?
No — we do not sell or rent your personal information. Please refer to our Privacy Policy for full details.
Shipping & Delivery Within New Zealand
1. Do you ship throughout New Zealand?
Yes — we deliver NZ-wide, including rural addresses.
2. Do you deliver to rural addresses?
Yes — we ship to all rural addresses across New Zealand. Please allow an additional 1–3 working days for rural delivery.
3. How long does delivery take?
Estimated delivery times:
- Urban addresses: 2–5 working days
- Rural addresses: 3–7 working days
Delivery times may vary during peak periods.
4. Is my order tracked?
Yes — all orders are sent with tracked courier services. You will receive tracking details via email once your order has been dispatched.
5. How much does shipping cost?
Shipping costs are calculated at checkout. Any free shipping thresholds will be displayed on our website when applicable.
Returns, Exchanges & Refunds
1. What is your returns policy?
We accept returns within 30 days of purchase, provided items are unworn, unused and in original condition with packaging intact.
2. How do I return an item?
Please email us with your order number and reason for return. We will provide return instructions.
3. Can I exchange for a different size?
Yes — if the size doesn’t fit, we’re happy to arrange an exchange (subject to stock availability).
4. When will I receive my refund?
Once we receive and inspect your returned item, refunds are processed back to your original payment method. Please allow several business days for your bank to complete the transaction.
Sizing & Product Information
1. How do I choose the correct size?
We provide sizing information on each product page where available. If you’re unsure, contact us and we’ll help you select the best fit.
2. What if an item is out of stock?
If your size is unavailable, contact us and we may be able to advise when it will be restocked.
Click & Collect
1. Do you offer click and collect?
Yes — you may collect your order from our location during business hours. You will receive confirmation when your order is ready for pickup.
Need More Help?
If your question isn’t answered here, please contact us at:
Email: sales@faanz.co.nz
Website: www.footwearandapparel.co.nz
We’re here to help and aim to respond as quickly as possible.
