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Free delivery over $100
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BIRKENSTOCK FAQS

DELIVERY


No, we only ship within NZ.

Orders over $100 are delivered Freight Free within New Zealand. All other orders will be shipped at a flat rate of $5.00.

Generally, please allow 1-2 business days for delivery. Rural and some residential areas may need an additional day. Please visit our Delivery Page for more information.

You will receive an email from us with a tracking number when your order is dispatched.

Unfortunately we are unable to deliver to a PO box. We need a physical address.

Yes, all packages require a signature.

CourierPost

Unfortunately, we are unable to cancel or change the order once it has been placed. If you no longer want the product, please wait until you receive the product and follow our Return Instructions to process for a refund or exchange.


CLICK & COLLECT


Click & Collect is FREE of charge.

Your order will be available for pick up within 3 hours if your order is placed before 3pm. Orders placed after 3pm will be ready to collect the following day. During Level 3 of COVID-19 Lockdown, the Newmarket store is only open for pick ups Monday - Friday from 10am - 4pm.
See our Click and Collect page for more information.

You will receive a 'pick up confirmation' email when your order is ready to pick up. You must wait until you receive your order collection email stating your order is ready for pick up before coming in-store to collect your order. This is to comply with the Government's safety guidelines and 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 and Collect page for more information.

Yes, however they will need a copy of your order or pick up confirmation email.

We will contact you as soon as possible and arrange for the item/s to be transferred to your selected store free of charge or arrange an alternative.

This can be done instore or if out of town, you can request a pre-paid returns label via info@birkenstock.co.nz.


PAYMENT


We accept Afterpay as well as Payment Express, and accept Visa, MasterCard, American Express, ASB True Rewards and all other cards supported by this system. We do not accept Prezzy Cards, checks or cash at this time.

Using In Store
The True Rewards dollars on your True Rewards card are like cash. You can use them in store, just like you would with an EFTPOS card. Anything you can get in-store, you can buy instantly using your True Rewards card.

Using Online
Simply use your True Rewards card the same as you would your ASB Rewards credit card.


RETURNS


Items in original unmarked packaging can be returned to us within 30 days of receipt. Please see our Return Policy for more information.

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.

Please allow 2-3 weeks (including transit time) for the processing of the refund.

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.


CARE & REPAIR


Please visit our Care & Repair page for how to take care for your Birkenstock footwear.

For all your repairs and repair related enquiries please contact Gemmels Footwear. Gemmels is our official 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