Frequently asked questions

If you don't see an answer to your question below, please email us at and we'll do our best to help.

Size guides

Visit the links below to see how the different size types (US, EU, UK) convert.

Women's size guide

Men's size guide

Youth's size guide

Toddler's size guide


Delivery is free within New Zealand, NZD $20 to Australia and NZD $30 to WA. Order are dispatched 3.30pm Monday to Friday.

Delivery times are generally 1-2 business days for the South Island and 2-3 business days for the North Island. Australian delivery times vary.

You will be sent an email with a tracking link when your order is ready for our courier. If you have an account with us you can track your order from the My Account page.

Returns and exchanges

Shoes in original condition and packaging can be returned within 30 days of purchase.

Fill out the return form enclosed with your purchase, wrap up your return and send it back to us at:

Frames Footwear Returns
211 Hanover Street
Otago 9016
New Zealand

We'll send you an email to confirm we've received your return and have processed your refund. We aim to process refunds as quickly as possible, but bank or Laybuy processing times mean that refunds can take 2-3 days to appear in your account.

Fill out the return form enclosed with your purchase including which item you'd like for exchange, wrap up your return and send it back to us at:

Frames Footwear Returns
211 Hanover Street
Otago 9016
New Zealand

Once we receive your return we'll send your exchange free of charge.

If the price is less than the original purchase, we'll refund the price difference to the payment method used in your original transaction. If the price is more, we'll email you a website link which will let you pay the difference through our website.

For a quicker exchange, you can purchase your preferred size or style through our website. We can then send your item ASAP and refund your original order once we receive it.

If you believe your purchase is faulty, please email us at with a description of the problem and photos if possible.

If the shoes are deemed to be faulty we will first try to replace them. If we can't source a replacement, we can try to have them repaired, or we can refund the purchase price.

To get your faulty item back to us, we can either email you a courier label to print off and attach to a bag with your item, or we can send you a bag with the label already attached. In either case you will need to visit the website link on the label to book a courier pick up for a convenient time. 

If your address is rural, you may need to visit the nearest Post Shop outlet to send your item. Please email us a photo of your postage receipt so that we can reimburse you.


Laybuy lets you receive your purchase now and pay it in 6 automatic weekly payments on the day of your choice. It's available both online and in-store. For any other questions about Laybuy, please visit their FAQ page.

Select the "Laybuy" payment option at checkout. You will then be taken to the Laybuy website to either create a new Laybuy account or sign in to an existing one.

You can return your item the same way as a regular return. Laybuy will then refund the full amount of all installments paid up to that point and cancel future installments.

Farmlands payment

Purchases made using Farmlands are eligible for 10% off full-price items.

Enter your 16-digit Farmlands card number (6005-xxxx-xxxx-xxxx) on the cart page then select "Farmlands" as your payment method at checkout.

If you didn't enter your Farmlands number on the cart page, you can email us your number at

Unfortunately Farmlands don't have the best website integration so your 10% discount won't show in your cart or checkout. Don't fret! Your discount will be applied manually and the correct purchase price will show on your paper invoice and your Farmlands account/bill.

No, sorry. Discounts cannot be combined. If you make a purchase using Farmlands and also use a discount code we will apply whichever of the discounts is larger.

Discount codes

Enter your code in the "Discount code" box on the cart page or at checkout.

The email can sometimes take a few minutes to show up, or it may be in your junk folder.

A few things to check:

Has it been entered correctly? One thing to check is that your 0s aren't Os and vice versa. 

Is it a sale item? Discount codes cannot be applied to sale items.

Where did you find your code? There are a number of websites which generate fake codes but are in no way affiliated with us.

Still not working? Flick us an email at and we'll get to the bottom of it.

No, sorry. Discount codes cannot be combined.


Having an account with us allows you to keep a record of past orders, saves your wishlist and makes the checkout process quicker.

You may have entered the wrong email address or password for your account.

Please note that if you have signed up for our emails it does not mean that an account has been created for you. Registering for an account is a separate process.

Select "Forgot password?" on the account page.

Please email us at and we can change it for you.

No, you can make a purchase as a guest too. This just means that you enter all your details at checkout without creating an account. Please note that you will not be able to view past orders on our website unless you shop with an account.