BIKENSTOCK FAQS
What sizing system are your shoes?
All Birkenstocks are in EU sizes. You can view the equivalent US and UK sizes in our how to fit guide.
Please note that EU sizes are unisex.
DELIVERY
Do you ship outside New Zealand?
No, we only ship within NZ.
What are the delivery charges?
Orders over $100 are delivered FREE within New Zealand. All other orders will be shipped at a flat rate of $5.00.
How long will my order take to arrive?
Generally, 1-2 business days for delivery. Rural and some residential areas may need an additional day. Some products need to be ordered in from our warehouse, which again, will cause an additional small delay.
Please visit our Delivery Page for more information.
Can I cancel my order?
No. Once an order is placed it is packaged and sent as fast as possible. If you no longer want the product you can contact us by phone or email and we may be able to catch the order before it is collected by the courier. Unfortunately if the parcel is with the courier, please wait until you have received the order shipment and follow our return instructions to process a FREE refund or exchange.
Is a signature required for delivery?
No, signatures are no longer required for Birkenstock online orders.
How will I know my order is on its way?
You will receive an email from us with a tracking number when your order is dispatched.
Can you deliver to a PO BOX?
No. A physical NZ address is required.
Which Courier company do you use?
CourierPost.
RETURNS
Do you accept returns?
Items in original unmarked packaging can be returned to us within 60 days of receipt. Please see our Return Policy for more information.
How do I return my items?
The item(s) needs to be packed in its original condition and returned to us. We also require a proof of purchase included in the package. Please see our Return Instructions for more information including the return address.
What are the requirements for returned products?
The product(s) needs to be in its original condition, including packaging. Please pack the item(s) carefully so that it is not damaged during transit.
Proof of purchase also needs to be included in the package. This can be a packing slip or a copy of the email receipt.
See our Return Policy for further instructions including the return address.
How long will it take to process my return?
Please allow 2-3 weeks (including transit time) for the processing of the refund.
CLICK & COLLECT
How much does Click & Collect cost?
Click & Collect is FREE of charge.
Can someone else pick up my order on my behalf?
Yes, however they will need a copy of your order or pick up confirmation email.
How will I know my Click & Collect order is ready for pick up?
You will receive a 'pick up confirmation' email when your order is ready to pick up. You must wait until you receive an email stating your order is ready for collection before visiting us to ensure your item is available.
You will need a valid ID or be able to show the pick-up confirmation email.
See our Click & Collect page for more information.
When will my Click & Collect order be ready for collection?
Within 3 hours if your order is placed before 3pm. Orders placed after 3pm will be ready to collect the following day.
You must wait until you receive an email stating your order is ready for collection before visiting us to ensure your item is available.
See our Click and Collect page for more information.
What if I need to exchange or return an item after I have ordered it?
This can be done instore, or if you aren't located near one of our stores, you can request a FREE courier label by emailing us at info@birkenstock.co.nz.
PAYMENT & ACCOUNT
What are your online payment methods?
We accept Visa, Shop Pay, MasterCard, Google Pay, Apple Pay, American Express and AfterPay. We do not accept Prezzy Cards, checks, cash or over the phone payments at this time.
True Rewards is no longer accepted online, however can be used in our Birkenstock stores.
How do I edit my Account details?
You can edit your saved addresses and password in your account information page. If you wish to change your first or last name on your Birkenstock Account, please contact our customer service team.
Account Deletion: Please contact info@birkenstock.co.nz to process this request.
Why doesn't Afterpay show when I checkout?
If you have selected ShopPay, AfterPay will not work. Please logout of ShopPay and create a Birkenstock account or checkout as a guest to select and use AfterPay as a payment method in the checkout.
CARE & REPAIR
How do I take care of my product?
Please visit our Care & Repair page for how to take care for your Birkenstock footwear.
Where can I get my Birkenstocks repaired?
In many cases, it generally is possible to have your BIRKENSTOCK sandals and shoes repaired, and we strongly encourage you to do so to continue your shoe's intended longevity.
For all your repairs and repair related enquiries, please contact either Gemmels Footwear in Auckland, or Church Corner Shoe & Bag Repairs in Christchurch. Repairs may take up to 21 days.
Gemmels Footwear
191 Symonds St
Newton
Auckland, 1010
09 379 0322
Church Corner Shoe & Bag Repairs
30A Yaldhurst Road
Church Corner
Christchurch 8042
021 227 2782
For any warranty enquiries please email us with your proof of purchase with Birkenstock NZ and adjoining photographs to info@birkenstock.co.nz.
For more information, click here for our Terms & Conditions.