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DELIVERY

Do you ship outside New Zealand?
No, we do not.

What are the delivery charges:
Orders over $100 are delivered Freight 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, allow 2-3 business days for delivery. Rural and some residential areas may need an additional day.

How will I know my order is on its way?
When your order has been dispatched, you will receive an email with a tracking number to track the package.

Can you deliver to a PO BOX?
Unfortunately, no, a physical address is required.

Is a signature required for delivery?
Yes, all packages require a signature.

Which Courier company do you use?
CourierPost

Can I cancel my order?
Unfortunately, once an order is placed, it cannot be canceled or changed. If you no longer want the product, please wait until you have received the order shipment and follow our Return Instructions to process for a refund or exchange.

PAYMENT

What are your payment methods?
Our system is able to process Visa and Master Card. Other payments methods supported through Payment Express are also accepted. We do not accept checks or cash at this time.

RETURNS

Do you accept returns?
Items in original unmarked packaging can be returned to us within 30 days of receipt.
See our Return Policy for details and instructions.

How do I return my items?
See our Return Policy for details and instructions.

How long will it take to process my return?
Please allow 2-3 weeks (including transit time) for the processing of the refund.

What are the requirements for returned products?
The goods need to be in its original condition, including packaging. Pack the item(s) carefully so that it will not be damaged during the shipping process.
Proof of purchase is required (either the packing slip which came in the original box or a copy of the email receipt).

See our Return Policy for details and instructions.

CARE & REPAIRS

How do I take care of my product?
Please visit our Care & Repairs page for how to take care for your Birkenstocks.

Where can I get my Birkenstocks repaired?
For all your repairs and repair related enquiries please contact Gemmels Footwear. Gemmels is our officail repair partner for Birkenstock. Please note warranty/faulty enquiries need to be sent to Birkenstock Newmarket . Repairs may take 7 to 10 days.

Gemmels Footwear
191 Symonds St
Newton
Auckland, 1010
09 379 0322

Gemmels Hub
131A Main Highway
Ellerslie
Auckland, 1051
09 526 4898