Return Instructions


Fill out the return form enclosed with your purchase, wrap up your item 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 you a confirmation email. We aim to process refunds as quickly as possible, but bank or Laybuy processing times mean that the refund may take 2-3 days to appear in your account.


If you'd like to exchange your purchase for another item, fill out the return form enclosed with your purchase including which item you'd like for exchange and send it back to us at the above address.

If you'd like to ensure your preferred item is available, please email us at and we'll put it aside for you.  

When we receive your return, we'll exchange the item and send you a confirmation email.

If the price of the exchanged item is less than the original purchase, we'll refund the price difference to the card or Laybuy account used for purchase. If the exchanged item's price is more that the original purchase, we'll send you an email with a link which will allow you to pay the price difference through our website.