Help
If you don't see an answer to your question below, please contact us and we'll do our best to help.
Sizes
See the size guides below for how to convert between the different size types.
The brands below use their own guides for size conversion. Select a brand name to view their size guide.
Converse - Kids
Converse - Adults
Merrell - Adult's Sandals
Merrell - Adult's Shoes & Boots
Merrell - Kids
Yes! Check out our Measure Guide for how to measure your foot then email us at info@framesfootwear.co.nz with the length of your foot and the style you're keen on. We'll get back to you ASAP with a size suggestion.
New Zealand doesn't have its own size, however it's generally considered that for women, US sizes are NZ sizes and for men, UK sizes are NZ sizes.
Delivery
NZ delivery is free for orders over $99, or just $5 for everything else. Australian shipping is $40 NZD. Orders are dispatched 3.30pm Monday to Friday from our Dunedin warehouse.
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 but can take up to 3 weeks.
NZ orders are sent with Post Haste. AU orders are sent with NZ Couriers International.
You'll be sent an email with a tracking link when your order is ready for our courier.
Yes! Just choose Australia as your delivery country at checkout. Shipping is $40 NZD.
Returns & Exchanges
Purchases (including sale) can be returned within 30 days for a refund or exchange for an alternative size or style. Items must be in unworn condition and in original undamaged packaging. When trying your purchase on, please do so inside to avoid wear. If you have lost your return form you can download it here.
Instructions for how to return or exchange an item can be found on our Return Instructions page here.
We aim to process refunds as quickly as possible, however bank and Afterpay/Laybuy processing times mean that refunds can take 2-3 days to appear in your account.
Farmlands Payment
Purchases made using Farmlands cards are eligible for 10% off full-price items. Cannot be combined with other discounts.
- Select PAY WITH FARMLANDS from the Cart page
- Enter your 16-digit Farmlands card number (starting 6005)
- Select ADD CARD
- Select PROCEED TO CHECKOUT
- Select FARMLANDS as your payment method at checkout
Accounts
Creating an account with us allows you to keep a record of your past orders and save your details for a faster checkout.
You can create an account by clicking the person icon at the top of the page on desktop, or by tapping "Log in" in the menu on mobile.
You don't need a password to create an account – instead you can enter your email address in the "Log in" box to have a 6-digit code sent to your inbox. Enter this code to create your account.
You will only need to generate and enter a new code if you are logged out.
You can log into your account by clicking the person icon at the top of the page on desktop, or by tapping "Log in" in the menu on mobile.
You don't need a password to log in – instead you can enter your email address in the "Log in" box to have a 6-digit code sent to your inbox. Enter this code to log in.
You will only need to generate and enter a new code if you are logged out.
You can change your name, email address and delivery address on the account page.
First, log into your account by clicking the person icon at the top of the page on desktop, or by tapping "Log in" in the menu on mobile.
From the account page you can click the button with your initials at the top of the page if you're on desktop, or tap the menu button on mobile. Then select "Profile". Select the pen icon next to your name to update your name or email address. You can also update your delivery address by selecting the pen icon next to your address details.
No, you can make a purchase as a guest instead. This just means that you will need to enter your details at checkout without creating an account.
