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Frequently asked questions

How can I change or cancel my order?

If you need to change or cancel your order for any reason please contact us on customer.service@numberoneshoes.co.nz or 0800 661 7463. Our contact hours are Monday to Friday from 9am to 3pm.

We will make every effort to help you, however once an order has been placed we are unable to amend your order. For more information on returning or exchanging an item please read our Returns Policy.

Why has my order been cancelled?

There are a couple of instances where your order may have been cancelled:

  1. If the card you’ve used for payment has declined, then your payment will have been cancelled. This is because we take an authorisation of your card at checkout, but your card isn’t debited until your item is ready to be dispatched.
  2. If the item you’ve ordered is out of stock, then your order will have been cancelled. If the item you’ve ordered has been ordered by multiple people at the same time, you may find that unfortunately we are now out of stock.

If you have any questions about the cancellation of your order please contact us on customer.service@numberoneshoes.co.nz or 0800 661 7463.

Why haven't I received a receipt for my online order?

In the event that you haven’t received confirmation of your order please follow these steps:

  • Check your email account – the order confirmation will have been sent to the email address that you gave us when ordering your item. It also pays to double check that the email hasn’t gone into your Spam folder.
  • Check online – if you have an account with us then you can view your order confirmation online when you login.
  • If you don’t have an account with us, or can’t find your email order confirmation, please contact us on
    customer.service@numberoneshoes.co.nz or 0800 661 7463 and we’ll be able to help.

    Which payment methods does Number One Shoes accept online?

    We accept debit cards, Q Card and all major credit cards; VISA, MasterCard and American Express.

    How do I purchase products online with a Q card?

    You can now use your Q Card to make online purchases at numberoneshoes.co.nz* and receive at least 3 months no payments and no interest (Payment Holiday) on your purchase. On promotional days (as advertised from time to time) you could get an extended Payment Holiday period. Click here for current offer terms and conditions.

    To use Q Card online simply select 'Credit Card' as your payment type when you checkout, enter your Q Card number, expiry date and CVV number. (Your CVV number is a 3 digit number displayed on the back of your Q Card.)

    What is Q Card?

    Q Card is the ideal shopping partner, combining the benefits of a credit card with the added ability to access a range of interest-free deals and payment holidays^ at thousands of stores nationwide.
    To find out more about Q Card, or to apply online, please visit qcard.co.nz.

    *Purchases from numberoneshoes.co.nz will be on your Q EFTPOS Plan.

    ^Information about Q Card: A minimum purchase amount may be required. Account fees may vary. Available on Flexi Payment, Fixed Instalment or EFTPOS Plans. For interest free only deals, monthly payments may be required throughout interest free period. Q Card Standard Interest Rate applies to any outstanding balance at end of payment holiday or interest free period. Q Card lending criteria, fees, terms and conditions apply.

    How do I use my promotional voucher code?

    Simply enter your promotional code at the checkout when placing your order in the section 'Redeem your voucher'.

    I have received a promotional voucher code, can I add it to an order I have already placed?

    Sorry, promotional voucher codes need to be used at the checkout when placing your order. If you’d like to receive regular emails from us with exclusive offers and discounts then you can sign up to our VIP Club by completing the Join our VIP Club section in the bottom right hand corner of our homepage, by completing your details in the Register section, or by creating an account at checkout.

    Can I use more than one discount code?

    As many of our discount codes cannot be used in conjunction with any other discount code, we will work our and apply the discount that gives you the best deal.

    When will I be charged?

    You will only be charged for your purchase once your item is dispatched.

    I have received an incorrect, incomplete or faulty item. What do I do now?

    Here at Number One Shoes, we're committed to providing quality products and service to our customers. If you're not 100% satisfied with your purchase, you can return the item(s) to us for an exchange or refund. For more information please read our Delivery and Returns Policy Delivery and Returns Policy or contact us at customer.service@numberoneshoes.co.nz or 0800 661 7463. Our contact hours are Monday to Friday from 9am to 3pm.