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


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

Yes! Check out our guide for how to measure your foot then email us at with the length of your foot and the style you're keen on. We'll get back to you ASAP with a size recommendation.

No biggie! Send them back to us and we can either swap them for a different size or refund your purchase. See below for return instructions 👇


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

Delivery times are generally 1-2 business days for South Island and 2-3 business days for North Island. Please allow an extra couple of days for rural addresses. Australian delivery times vary.

Everything we stock is on-hand at our Dunedin warehouse - all orders are picked and sent from here.

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 & Exchanges

Purchases (including sale items) in unworn condition and original packaging can be returned within 30 days of delivery for a full refund or exchange for an alternative size or style. When trying your purchase on, please do so inside to avoid wear.

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 when 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. Refunds are processed for the purchase price and do not cover return postage costs.

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 within NZ.

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 used a discount code on your original purchase email us at to let us know and we'll refund you the discount amount.

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 postage paid 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.

Unfortunately no. We offer free NZ delivery on all purchases and exchanges but we don't cover the cost of return postage (unless the item is faulty). You can send you return to us any way you like, however we have found that the cheapest option is to take your return to your nearest Post Shop outlet. You can find your nearest Post Shop here.


Laybuy lets you receive your purchase now and pay it in 6 automatic weekly payments interest-free 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? Email us at and we'll get to the bottom of it.

No, sorry. Discount codes cannot be combined.


Creating an account with us allows you to keep a record of past orders, save your wishlist and save your details for a faster checkout.

You may have entered the wrong email address or password for your account. Please note that if you have subscribed to our emails you are not automatically registered for an account.

Select "Forgot password?" on the account page.

Select "Edit Account" from the Account page.

No, you can make a purchase as a guest too. This 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 checkout using an account.