Check the Frequently Asked Questions below or Contact us here for help
What is your Delivery time for online purchases?
Estimated delivery within 2-5 working days for shipments in Urban New Zealand.
Estimated delivery within 3-7 working days for shipments in Rural New Zealand.
Estimated delivery in Urban Australia is 4-7 working days.
Estimated delivery in Rural Australia is 4-12 working days.
Estimated delivery internationally is 7-14 working days.
If you are ordering more than 2 pairs these estimates may vary. Contact us for more information.
Please note that for multiple pair orders, items may come separately due to different dispatch locations.
What are your Shipping costs?
For New Zealand orders we use Courier Post.
For Australian and International orders we use DHL.
All parcels must be signed for on delivery. Please ensure someone will be available at your chosen address to sign for your delivery. If no one is available to sign for your delivery, a Card-to-call will be left by the delivery company for you to arrange collection/redelivery where available.
Shipping costs are:
New Zealand & Australia
- Free Shipping for orders over $50.00
- $8 for orders under $50.00
We ship to most countries, however if your country is not available in the cart, please contact us here.
- 1 item = $40.00
- 2 items = $75.00
- 3 items = $105.00
- 4 items = $130.00
- 5+ = $150.00
What is your process for Laybys?
We do not currently have the functionality to process laybys online however please see below for information on our in-store layby policy
How do I change my personal details?
Please Contact Us to change your personal details such as postal address. Please provide details of your old and new details.
Do you have any stores in Australia?
Yes! You can shop the full Merchant 1948 range in 5 stores across Melbourne, Australia. Our Merchant 1948 stores bring you the same quality product and service you know and love from Merchant 1948 in New Zealand. Find out more about our store locations here. Plus, keep an eye out for our Overland presents Merchant 1948 stores popping up across the country now!
The minimum deposit required on a layby is 25% of the total Purchase, or $30, whichever is greater.
Laybys will be held for six weeks from the date of layby purchase. However, with a transfer in from another store layby, we do charge a $6 courier fee and the you have 2 weeks to come in and confirm that the shoes are exactly what you want (the shop will ring you to tell you of their arrival in the store).
If a layby is cancelled, a $30 fee is charged and the remaining balance will be refunded to you.
Layby payments may only be made at the branch where the goods are held.
Sale items cannot be placed on layby.
MULTIPLE GOODS LAYBY
If you have two or more pairs of shoes on the same layby, the layby balance must be paid in full before any of the goods can be collected. If you wish to take only one of the items, the layby must be cancelled first, incurring cancellation fees. You may then purchase any item you wish; however, you cannot re-layby any items that have been on a cancelled layby.
How do I cancel my online order?
Terms & Conditions
Please note all prices on the website have already been marked down for sales & promotions. No further discounts apply.
Product Review Standards
If you are writing a review; please keep it about the product.
Please contact our Customer Happiness Team if you have a customer service issue or query you wish to discuss.
We prefer you review items you have owned, used or tried on.
We will not publish your review if any abusive or offensive language is used.
Refrain from mentioning competitors, pricing details, promotions or include links to other websites.
Do not include any personal details or identifiable information.
Customer Service Easter Hours
Our Customer Service Team will be out of office due to Easter holidays from the afternoon of the 24th of March until the 29th of March. Our stores will also not be trading on the Friday the 25th of March - and Monday the 28th of March. You can find information surrounding online orders/returns forms on our website; and for any urgent matters please do not hesitate to contact your closest store over the Easter weekend. We appreciate your patience. Have a wonderful Easter.
- The Merchant 1948 Customer Service Team
What if I want to refund my purchase? Does it cost to send return back?
All postage costs will be covered by the customer. Please see below for our returns policy.
Here at Merchant 1948 we understand that sometimes things don’t work out, so we try to make shopping online with us as risk-free as possible.
If you receive your order and aren’t absolutely in love with what you’ve chosen, we will happily offer you a full refund or exchange on your purchase – including sale items!
You have fourteen days from the date you receive your order to either post it back to our Distribution Centre, or you take it into your local Merchant 1948 store and one of our friendly team members will process this for you.
If due to stock levels we cannot provide you with an exchange we will automatically issue you with a full refund. All refunds are processed via the original method of payment and will be processed within four working days of receipt of your order.
We are unable to accept returned orders where the shoes or handbag have been worn or damaged after purchase, so we recommend trying your shoes on inside on a carpeted surface to ensure you’ve chosen the best style and size.
Each time you order online with us you will be provided with an invoice and returns form which denotes all of the information you will need to return your order.
Return postage is covered by the customer, but we will not ask you to pay for shipping again if you choose to exchange your order for a different size or style.
How do I become a loyalty member?
You can sign up in store, online or you can give us a call on 0800 683 752
Can I use my loyalty vouchers online towards purchases?
Yes you can! Simply enter the barcode number at the checkout, it's as simple as that!