Help Centre

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Delivery

I didn't receive all of my items

Sometimes when we go to pick your order we may not be able to supply everything you were after. While we aim to prevent this from happening, occasionally it's out of our control. When this happens we'll send you an email to let you know this is the case and you won't be charged for the items you that aren't sent.

Please check your packing slip when your order is delivered as this will show all the items you should have received. If what you received doesn't match the packing slip please contact our Deliveries team on 0800 245 247 or by emailing web.delivery@hallensteins.co.nz

Can I deliver to a P.O. Box?

Unfortunately, we're unable to send to a P.O. Box address. We use Courier Post and Pace to deliver our orders and they will only deliver to physical addresses.

Changing an address for your order

It is possible to change your address once the order has been submitted but we need to know ASAP. We aim to ship all orders as soon as we can so we have to act fast to make any changes.

Please contact our delivery team on 0800 245 247 or email web.delivery@hallensteins.co.nz

Has my order shipped yet?

As soon as your order has been packed up and is ready for the courier to collect we'll send you an email with a tracking link. Sometimes there's a bit of a delay between us having the package ready and the courier picking it up so your link may not work straight away. Get in touch with our Customer Service team on 0800 245 247 if you have any issues with your tracking.

How long does Click & Collect take?

Click & Collect orders are sent to the store you pick from our NZ Warehouse. After we've dispatched the order (this usually takes about a day*) it should arrive within the following timeframes.

New Zealand stores: 1-3 working days
Australian stores: up to 4 working days

As soon as the order is ready to pick up we'll send you an email to let you know.

*Sometimes it takes a bit longer during sales or promotional periods.

How long will my order take to arrive?

We aim to ship all orders as soon as we can, from there most packages sent are received in the below timeframes.

New Zealand: 1-3 working days | Allow an extra 2 days if you live at a rural address
Australia: up to 4 working days
International: up to 10 business days

Getting the order together and ready for the courier usually takes us about a day (but this can take a bit longer during sales or promotional periods) which isn't included in the timeframes above.

How much does delivery cost?

New Zealand: FREE on orders over $40 | $5 on orders under $40
Australia: FREE on orders over NZ$50 | $10 on orders under $50
USA: FREE on orders over NZ$100 | $20 on orders under $100

Rest of World: Charges apply depending on the destination. Get in touch with our customer service team to verify these.

I've received the wrong item

If you have received an incorrect item, please let us know straight away by contacting our delivery team on 0800 245 247 or by emailing web.delivery@hallensteins.co.nz. They will sort it out for you as quickly as possible.

International Shipping

We ship internationally to Australia, the South Pacific, East Asia, North America, the UK and Europe.

Delivery Charges:

New Zealand: FREE on orders over $40 | $5 on orders under $40
Australia: FREE on orders over NZ$50 | $10 on orders under $50
USA: FREE on orders over NZ$100 | $20 on orders under $100

Rest of World: Charges apply depending on the destination. Get in touch with our customer service team to verify these.

All international orders are shipped with DHL and printed with Authority to Leave - this means the parcel may be left in a secure location without a signature if you're not there to receive it.

Some countries require extra customs or import duties to be charged on entry so we recommend checking with your local customs office for further information. Unfortunately we can't cover these costs for you.

My order status is Pending, what does this mean?

This means that your order needs to be manually reviewed before it will be dispatched. Orders are reviewed regularly, and this should not delay the dispatch of your order.

In some cases, we may ask you to send us ID to prove that you are the owner of the card used to place the order.

What kind of delivery service do you use?

New Zealand:
We use an optional signature required service with Courier Post for standard delivery.
If you haven't opted to have a required signature your order will be left in a secure location without a signature if you're not there to receive it. If you choose signature required our courier will not leave a package without the item being signed for.
If no one is at the address when the driver attempts delivery, a card to call will be left with instructions on how to arrange collection or re-delivery.

All Urgent Tonight deliveries are sent with Pace and require a signature on delivery so please make sure you're at the delivery address between 6pm and 9pm on the day of your order.

International:
All orders shipped outside of New Zealand are sent with DHL Express and have an Authority to Leave. This means the parcel may be left in a secure location without a signature if you're not there to receive the parcel.

Size Guides

How To Measure?

Footwear

UsAu/ukEu
7640
8741
9842
10943
111044
121145
131246

How To Measure

Sizes listed are US, unless otherwise noted

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