Choose from one of the following options:

Sign In or Create Account

1. Sign in or create an account.
   
   
2. Select the order you wish to return.
   
   
3. Select "Request return".
   
   
4. If your order has more than one item, select the items you want to return.
   
   
5. Select a return reason and add an
   optional note.
   
   
6. Select "Request return".

Fill out the return form at the bottom of the packing slip included with your order.

• Requested your return online? Email us at hello@framesfootwear.co.nz after submitting your request and let us know which item(s) you’d like to exchange for.
  
  
• Using the return form? Write the item(s) you’d like to exchange for on the form.

To ensure your item is available, please email us and we will put it aside.

For a faster exchange you can purchase your preferred item and we'll send it ASAP.
We will then refund your original purchase once we receive it. If you used a discount code on your original order please email us and we will refund the discount price.

1. Pack your return. Please reuse the original courier bag if possible.
   
   Important: If you submit an online return request, your order number must be clearly marked on the outside of the parcel. If you do not submit an online return request, a completed return form must be included inside the parcel. Without either of these, we may be unable to identify your order or process your refund.
   
   
2. Send to:
   
   Frames Footwear Returns
   211 Hanover Street
   Dunedin
   Otago 9016
   
   Important: Please retain your return tracking number. If your parcel is delayed or lost in transit, you will need to follow this up directly with the courier. We cannot accept responsibility for return parcels that do not reach us.
   
   
3. We will email you to confirm once we have received your return and processed your refund.

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

• NZ Post. Send your return from an NZ Post outlet. You can find your nearest outlet here.
  
  
• TradeMe Book A Courier. Book a courier pick up via TradeMe here. You will require a TradeMe account.

We aim to process refunds as quickly as possible, however bank and Afterpay processing times mean that refunds can take up to 5 business days to show in your account.

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

For any questions you can email us at hello@framesfootwear.co.nz or call us on 0800 523 726.