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Faq

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

International
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


*$30 off orders over $200 enter code: RUDOLPH30

Goods and Service Tax

Please note on orders being delivered to countries other than New Zealand or Australia may incur customs or import duty fees when the order reaches its destination country. These must be paid by the recipient. We have no control over these charges and cannot predict what they may be.


Customs policies and charges will vary from country to country. We'd recommend contacting your local customs office for further information

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!

Layby Policy

DEPOSIT
The minimum deposit required on a layby is 25% of the total Purchase, or $30, whichever is greater.

LAYBY PERIOD
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).

CANCELLATIONS
If a layby is cancelled, a $30 fee is charged and the remaining balance will be refunded to you.

PAYMENT
Layby payments may only be made at the branch where the goods are held.

SALE GOODS
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?

Please ring Merchant 1948 on 0800 683 752 within two working days to cancel your 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.

Have I been charged twice?

If you have recently completed your purchase and checked your bank account soon after to see two charges instead of one; don’t panic –there could be a very simple explanation for this!

When you place an order with us, your bank places a hold at the time you check out to ensure these are available for our company to charge your card for your purchase. As the charge is not done by us until we’ve picked, packed and are about to dispatch your item(s), it is important that those funds are still there after processing for us to charge. This is called pre-authorisation.

It is a standard practice when funds are transferred electronically.

If we are unable to fulfil and order, the funds should drop off automatically within 5 working days. You may however contact your bank if the pre-authorisation is still there outside of this time frame and request they remove the authorisation manually – they may require us to fax through details to confirm we no longer need the funds held.

Why was my order cancelled?

Once you place your order with us, we then make contact with our stores or warehouse who stock the product you have requested. They then accept our request and dispatch it directly to you. Orders can be cancelled by us for the following reasons:

- The stock you have requested has been found by staff as damaged

- If the item you have ordered has low stock, it could be purchased in-store before we begin processing your order

- Unforeseen production/stock error issues

- Unforeseen mismatch issues

- Quality concerns

Should you have any queries about your cancelled order or would like to know more, please do not hesitate to contact our Customer Service Team

What if I'm having trouble using my discount code/loyalty code?

Discount codes or loyalty vouchers cannot be added after your order is placed, or to an order that is completed. So if you are unsure how to complete the promotion/add your loyalty, please contact our pleasant customer service team on 0800 OVERLAND.

What is the best way to clean my Deuce Sneakers?

Just as you would a pair of dress shoes, sneakers require tailored care to keep them looking their best. With the right care products and regular cleaning of your sneakers, they’ll always look (and smell) great.

We’ve also compiled this comprehensive care guide for all our different Deuce sneakers, or you can talk to our team in store. A handy tool for all the sneakers in our range is our Suede/Nubuck Brush; this two-sided brush helps to brush off dirt and clean any hard to reach spots in the rubber sole. Never use a washing machine or leave sneakers to soak. Always remove laces before cleaning your sneakers. Do not put them in a clothes dryer; always air dry.

CANVAS: A lightweight, breathable classic when it comes to sneakers, due to its cotton composition, we recommend our alcohol-free Water & Stain Protector spray to prevent discolouration, marks and stains, and to help protect the effects of water. Apply this before your first wear for the best results, and then regularly thereafter. You can clean your canvas or satin sneakers with a 4:6 ratio of washing powder (or baking soda) and cold water. Dampen canvas then apply this paste with an old toothbrush. Once applied, wipe off with a damp cloth. Avoid submerging your sneakers in water, even whilst cleaning. After your canvas sneakers are cleaned and dry, apply Water & Stain Protector spray.

DARK LEATHER: For tan, brown and black leather sneakers, natural Beeswax Dressing restores natural oils, enhancing their patina while also preserving and protecting. Regular application ensures the best result.

PALE LEATHER: Hues of leather like white, nude and (our current favourite) blush are vulnerable to marks and wear. Counteract this with our Leather Conditioner. Ideal for all colours of leather, both smooth and patent; with a lanolin and wax base, it cleans and moisturises, removing surface residue for a glossy finish and assisting waterproofing. Water & Stain Protector is also recommended.

SUEDE: The nap of suede leather and nubuck requires a careful regimen. The first step is always Water & Stain Protector to protects from the effects of water, marks and stains. To clean your suede sneakers, use our gentle Suede/Nubuck Fabric Shampoo to remove grime and dirt.

METALLICS: For metallics, our Shoe Gel cleans, moisturises, preserves, nurtures and can be buffed to a high shine.


*Please note this is a Guideline only. Certain damage to shoes may not be able to be salvaged. Please contact us for any more information.

What if I want to refund my ONLINE purchase? Does it cost to send return back?

All postage costs will be covered by the customer. Please see below for our returns policy.

ONLINE 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 online 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! (Please note this applies to online orders only).


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.

Is there an extended returns period for Christmas?

YES! Any purchases made online in the month of December have an extended return period until the 14th of January.

IN STORE RETURNS POLICY

We are happy to offer an exchange, credit or refund for any unworn product returned within 14 days of purchase if accompanied with a receipt. SALE items are a final sale; however we will gladly exchange unworn SALE items for you within 14 days of purchase for another size or style.

We are proud of the quality and design of our products and while we get it right most of the time, there are times when an unforeseen fault may happen. If you find yourself in this situation, please come back and see us in-store.
For any manufacturers faults, we will sort the problem for you by repairing the product to a high quality finish at our expense. If a repair is not possible, we will give you an exchange for a new item, store credit or full refund.

We promise to uphold our end of the deal and do this in accordance with the Consumer Guarantees Act.

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!

What are the terms and conditions for my rewards?

Bronze: Only one reward may be redeemed per transaction.Loyalty rewards $15 off 1 pair and $25 off 1 pair have minimum spend of $150 before the discount is applied. Loyalty Reward 15% off 2 items or more has a minimum purchase of two items as DOES NOT include purchases of gift cards, socks, wallets, luggage tags, Deuce jandals and care products. Not valid with any other offers. Each reward may be used once only and may not be used as a layby payment. Excludes sale items and Outlet stores. Valid online – log in and click “view my rewards” at cart to apply discounts. Expire 18/12/16.

Silver: Only one reward may be redeemed per transaction. Loyalty rewards $20 off 1 pair and $25 off 1 pair have minimum spend of $150 before the discount is applied. Loyalty Reward 20% off 2 items or more has a minimum purchase of two items as DOES NOT include purchases of gift cards, socks, wallets, luggage tags, Deuce jandals and care products. Not valid with any other offers. Each reward may be used once only and may not be used as a layby payment. Excludes sale items and Outlet stores. Valid online – log in and click “view my rewards” at cart to apply discounts. Expire 18/12/16.

Gold: Only one reward may be redeemed per transaction. Loyalty rewards $20 off 1 pair and $30 off 1 pair have minimum spend of $150 before the discount is applied. Loyalty Reward 25% off 2 items or more has a minimum purchase of two items as DOES NOT include purchases of gift cards, socks, wallets, luggage tags, Deuce jandals and care products. 1 free care product can only be used on a care product $15 and under. Not valid with any other offers. Each reward may be used once only and may not be used as a layby payment. Excludes sale items and Outlet stores. Valid online – log in and click “view my rewards” at cart to apply discounts. Expire 18/12/16.

Platinum: Only one reward may be redeemed per transaction. Loyalty rewards $20 off 1 pair and $35 off 1 pair have minimum spend of $150 before the discount is applied. Loyalty Reward 25% off 2 items or more has a minimum purchase of two items as DOES NOT include purchases of gift cards, socks, wallets, luggage tags, Deuce jandals and care products. Not valid with any other offers. Each reward may be used once only and may not be used as a layby payment. Excludes sale items and Outlet stores. Valid online – log in and click “view my rewards” at cart to apply discounts. Expire 18/12/16.

Diamond: Only one reward may be redeemed per transaction. Loyalty rewards $30 off 1 pair and $40 off 1 pair have minimum spend of $150 before the discount is applied. Loyalty Reward 30% off 2 items or more has a minimum purchase of two items as DOES NOT include purchases of gift cards, socks, wallets, luggage tags, Deuce jandals and care products. Not valid with any other offers. Each reward may be used once only and may not be used as a layby payment. Excludes sale items and Outlet stores. Valid online – log in and click “view my rewards” at cart to apply discounts. Expire 18/12/16.


What is Click & Collect?

This is our exciting new service; shop online, but instead of having it delivered to your home or work address (and missing a courier) you can choose a store to pick it up from!

How do I do it?

When placing an online order, at the checkout select ‘collect in store.’

When do I get to pick up my purchase?

We’ll send you an email when it arrives at your chosen store! This should take us a day or two.

Can I track my order?

You can’t track your order, but we will email you at every important step of the process to let you know what’s happening! You’ll get an Order Confirmation email; print this out, or save it if you can – you’ll need it to collect your order. We’ll also email you when your order has been dispatched, and we’ll email you (this is the best one) when your order is ready to be collected in store! If you have any questions at any stage, just call our Customer Happiness 0800 6837 5263.

How long will it take to get to store?

If you live in North Island and want to collect your order from another store in the North Island, it should get there overnight (if your order before midday). If you live in the South Island, it might take up to three days.

Do I need to print anything out?

We just need to see your Order Confirmation email – you can save it to your phone and show us that way, or print it out!

Can I try it on when I pick it up?

Absolutely! Our friendly staff can help you make sure the fit is right, help you with how to care for your purchase so it stays looking (and feeling) its best.

What if I change my mind, or the size is wrong?

No worries, you can simply exchange it when you’re in store.

How long will you hold my order for?

We’ll hold your order for 14 days. We will make several attempts to contact you, however if we can’t get hold of you then your order will be refunded.

Can I get someone else to pick it up?

Yep! As long as they can show us the Order Confirmation email when they collect it.

What if my order is delayed?

If something happens and your order is delayed, we will give you a call to let you know.

I want to buy two things, but I only want to collect one item, and have the other delivered?

At this stage, you will need to place two separate online orders - one to be delivered and one to be collected.

But can’t I pick it up today, why does it take a while?

Unfortunately not all our stock is in every store, while we try to get it there as soon as possible, it may take us a day or so. If your shoes get there any earlier, we’ll let you know!

I paid full price online, but I’m here to pick it up and it’s now discounted?

No problem, we will refund you the sale difference.

Can I call anyone to find out more?

Our Customer Happiness team is always here to help – you can call them on 0800 6837 5263.

Where can I return my order, if I change my mind later?

You can do this in any of our stores! Or you can contact our Customer Happiness team (0800 6837 5263) for a returns form, and return the shoes to our Distribution Centre.

Want to be a part of our AW17 campaign?

As you know, our purpose is everything; Together we inspire and create.

This drives us day after day. It’s also an ongoing influence to our seasonal campaigns.

This season, we want to champion pairs who embody the teamwork that makes this organisation so special. Do you work with someone who inspires and drives you? A mentor or mentee? Is there a neighbour or relative in your life who you look out for? It could be anything!

Apply now; tell us why you should be a part of this.

Email: info@merchant1948.co.nz

Entries close Wednesday 18th January.

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Check out our Spring/Summer 2016 campaign.