Help

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

Yes! Check out our 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 A.S.A.P with a size recommendation.

Delivery

Delivery is free within New Zealand, NZD $20 to Australia and NZD $30 to WA. 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.

You will be sent an email with a tracking link when your order is ready for our courier.

Returns & Exchanges

Purchases (including sale items) in unworn condition and in undamaged 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 Returns & Exchanges form on the reverse side of the invoice enclosed with your purchase. If you've misplaced this form you can download it here. Wrap up your return (please reuse the original courier bag if possible) and send it back to us at:

Frames Footwear Returns
211 Hanover Street
Dunedin
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/Afterpay 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 Returns & Exchanges form on the reverse side of the invoice enclosed with your purchase including which item you'd like for exchange. If you've misplaced this form you can download it here. Wrap up your return (please reuse the original courier bag if possible) and send it back to us at:

Frames Footwear Returns
211 Hanover Street
Dunedin
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 A.S.A.P and refund your original order once we receive it.

If you used a discount code on your original purchase but not your exchange order we'll make sure to refund you the full non-discounted amount.

You can send your return to us any way you like, however we've found the following options to be the best value:

• TradeMe Book A Courier: Book a pick up via TradeMe here. You will require a TradeMe account.

• NZ Post: Take your return to an NZ Post outlet and send it from there. You can find your nearest outlet here.

You can return your item the same way as a regular return. Laybuy or Afterpay 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. This discount cannot be combined with other discounts.

We're not able to show your discount with the current Farmlands integration on our website, however your discount will be applied manually and the correct purchase price will show on your paper invoice and Farmlands account/bill.

Select "Farmlands Check Out" from your Cart drawer then enter your 16-digit Farmlands card number (6xxx-xxxx-xxxx-xxxx) on the next page. You'll then need to 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.

Log out of your account then select "Forgot password?" on the Account page.

Email us at info@framesfootwear.co.nz and we'll be happy to make any changes for you.

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.

No, you can make a purchase as a guest instead. This just means that you'll need to enter your details at checkout without creating an account. Please note that you will not be able to view past orders unless you check out using an account.