FAQ's

Need a hand?

Please don't hesitate to contact us for any questions or queries that you may have.

General

  • Did you change your name from Overland to Merchant 1948?

    Yes! In celebration of our past and to reflect our future, we've created a new name, while still staying true to the quality footwear you know and love.

    Want to know more? Read about our history and how we've evolved here.

  • Do you have any stores in Australia?

    Yes! We have 4 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. Planning a visit? Find out more about our store locations here.

    Please note, any products purchased in New Zealand will not be eligible for a return in Australia and vice versa.

Shopping Online

  • How do I change my personal details?

    When logged in, click on the profile icon in the top right hand corner and navigate to 'My Details'. Here you'll be able to update any of your personal details.
  • I'm having trouble with my discount code/loyalty code, what do I do?

    Discount codes or loyalty vouchers can't be added after your order is placed, or to an order that is completed. If you are unsure how to redeem your loyalty reward or discount code, get in touch with our friendly (and helpful) Customer Care team.
  • Have I been charged twice?

    If you have recently completed your purchase and checked your bank account soon after, you might 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 on this amount at the time you check out. This ensures that funds are available for our company to charge your credit or debit card for your purchase. This is called pre-authorisation, and it is a standard practice when funds are transferred electronically. 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.


    If we are unable to fulfil an order (for example, if an item is sold out) the funds should drop off automatically within 5 working days. If the pre-authorisation is still there outside of this time frame, we recommend you contact your bank and request they remove the authorisation manually - they may require us to email 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. Before shipping your order to you, our team carefully check each pair to make sure your new shoes are in perfect condition. Orders can be cancelled by us for the following reasons:

    • The stock you have requested has been found by staff as imperfect.
    • 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 Care team here.
  • Can I cancel my online order?

    Please contact our customer care team if you wish to cancel your order.

Shipping

  • How much does shipping cost?

    We offer FREE shipping when logged in - sign up here. If you're not a member, there is an $8 shipping fee.
  • Do I have to sign for my delivery?

    All parcels must be signed for on delivery, please ensure someone will be available at your chosen address. If no one is available to sign for your delivery, a Card-to-call will be left by the delivery company.


    If you have given a postal service Authority To Leave (ATL) for your deliverable packages, we are not liable in any way for loss, theft or damage to the parcel left in accordance with this authority. To avoid this risk we recommend you try our Click & Collect service, or have your package sent to a secure location where signature is required.
  • When will my item arrive?

    Please expect a 1-3 business day delivery for urban areas & 3-7 business day delivery for rural areas.
  • Can you ship to addresses outside of NZ?

    Unfortunately, we cannot offer international shipping at this time. All shipping is within New Zealand only. We apologise for any inconvenience this may cause.

    Please contact Customer Care if you have any specific queries/requests. Live in Australia? Visit our Australian website here.

Click & Collect

  • What is Click & Collect?

    Hate missing couriers? Click & Collect is our exciting in store pick up 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!


    To use it, select 'Click & Collect' at check-out when placing an online order.
  • Can I pick it up immediately?

    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 couple of days. Your Click and Collect order will arrive in-store for you to pick up within 2-5 working days in New Zealand. If your order get there any earlier, we'll let you know! We'll send you an email or give you a call as soon as your order is ready to pick up.

  • Can I track my order?

    You can't track your order, but our friendly in-store team will contact you when your order is ready to be collected and will let you know if your order is delayed.

    If you have any questions contact our friendly (and helpful) Customer Care team here.

  • How long will my order take to get to store?

    If you live in North Island and want to collect your order from a store in the North Island, it should get there overnight. If you live in the South Island, it might take up to three working days. Please note, our team may call you when your order is ready for pick up.

  • What if my order is delayed?

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

  • 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.

  • Can I get someone else to pick it up?

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

  • 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!

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

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

  • 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 as long you pick up within 14 days of placing the order.

  • How long will you hold my order for?

    Our store team will hold your order for 7 days, after which time your order will be cancelled and you will be refunded.

  • 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.

  • Can I call anyone to find out more?

    Our Customer Care team is always here to help - if you have any questions, contact us here.

Returns

  • How do I return something purchased online?

    We understand that sometimes things don't work out, so we've tried to make resolving things easy. If trying on your purchase at home, make sure you do so inside and on carpet - we're unable to accept returned orders if the item has been worn or damaged after purchase. Please note if you purchase our care products or a gift card, this is final sale and is non-refundable.


    If you're not happy with your online purchase, we'll happily give you a full refund or exchange (including sale items) within 14 days of receiving your order. Simply tear off the returns slip at the bottom of the invoice you received with your order and visit Request a Return. Please do not attempt to send anything back to us without following this process.
  • How do I return something I purchased in store?

    If you've changed your mind, we'll happily give you a full refund or exchange within 14 days of your purchase - simply return your item to any of our stores with proof of purchase, or if you're unable to visit a store, contact our customer care team. Sale items are a final sale (no refunds) although we do offer an exchange within 14 days of purchase. Please note we're unable to accept returned items if it has been worn or damaged after purchase. Please note if you purchase our care products, this is final sale and is non-refundable.


    Unfortunately, products purchased in New Zealand are not eligible to be returned in Australia (and vice versa).
  • What happens if I no longer have my return slip?

    Get in touch with our customer care team at merchantinfo@overlandfootwear.co.nz for help with returns or exchanges.
  • How do I return an item purchased using Afterpay or Laybuy?

    If you purchased the item online, simply tear off the returns slip at the bottom of the invoice you received with your order, and visit Request a Return. If you purchased the item in store, you can return the item to any of our stores with proof of purchase and they can process this for you.


    Please note, all Afterpay & Laybuy orders can only be returned for a refund, not an exchange, and we are unable to provide refunds on sale items purchased in our stores.
  • What if my item's faulty?

    Sometimes unforeseen faults happen. We encourage you to bring your item back to store, or contact us. If you believe an item to be faulty, please bring the item into one of our stores so it can be assessed. If deemed faulty by our cobblers, we will offer to repair the product to a high-quality finish at our expense.
    If a repair is not possible, we'll give you an exchange for a new item, store credit or full refund. We cannot process any of these actions unless we physically have the faulty item returned to one of our stores or Distribution Centre. We promise to uphold our end of the deal and do this in accordance with the Consumer Guarantees Act.

Afterpay

  • What is Afterpay?

    Find out about Afterpay here.

  • Who can use Afterpay?

    You must be over 18 years old and be the authorised holder of an eligible debit/credit card to apply. Find out more here.
  • How much can I spend using Afterpay as the payment method?

    You will be shown an estimated amount you can spend when you log into your account or app. The amount you can spend using Afterpay generally changes based on how you use your account
  • How do I select to pay using Afterpay?

    During the Review & Pay stage of the checkout process, there is a list on the left hand side showing all available payment methods for your order. Select Afterpay from this list. If you have any questions, please reach out to our customer care team here.
  • When will my four Afterpay instalments need to be paid?

    Your 4 instalments are due every 2 weeks. In some cases, Afterpay may require you to make a payment at the time of purchase.

  • What information or communications will I receive direct from Afterpay?

    Similar to our transactional emails for orders, Afterpay will also send emails to you automatically once you have successfully created your Afterpay account.

  • Why has my Afterpay payment been declined?

    All orders are subject to Afterpay’s approval – for example, if you have any overdue payments, Afterpay will not be available to you. For more information on assessment and checks, click here.

  • Who should I contact if I have any questions about my Afterpay account?

    Contact Afterpay here.

Merchant Sole Rewards

  • What is Merchant Sole Rewards?

    Your passion for footwear should be rewarded. Our Sole Rewards members enjoy exclusive access to rewards, offers and services. It's free to sign up and to begin with, all members recieve free shipping and a welcome discount. From there the more you spend, the more you get rewarded! It's our way of saying thank you. Sign up here or log in here.
  • Can anyone be a part of Merchant Sole Rewards?

    Almost anyone in Australia or New Zealand can be a part of Merchant Sole Rewards. There are some exclusions including Overland Team Members, please visit our Terms & Conditions to find out more.

  • I was a member of the old loyalty programme, do I need to join Sole Rewards? Is my previous spend included?

    Nope, you don't need to join - we've already signed you up! And your previous spend from the last 12 months was used to assign your new tier.



    When we launched the Sole Rewards programme, we reviewed the combined spend (both in-store and online) of all of our current loyalty members for the past 12 months and assigned them a tier that was the equivalent or higher than their previous tier. This automatically joins them to the Sole Rewards programme. If you were a member of our loyalty programme in 2021 and don't believe you have been assigned a new tier in Sole Rewards, please get in touch with our customer care team here.

  • How do I join Merchant Sole Rewards?

    It's free to sign up and all members receive free shipping and a welcome voucher. From there the more you spend, the more you get rewarded! All you need to do is create an account with us. You can sign up in-store, or online here, or contact our Customer Care team here. Your email address needs to be included in your account information to receive Sole Rewards benefits. 

  • How do I view or update my Sole Rewards details?

    You can check your loyalty status and account details through your online account here. If you have signed up for Sole Rewards in-store and not online, all you need to do is use the same email address provided to us and create an online password here. Or come and see us in-store and our friendly team members can update your details for you. If you need a hand, reach out to our customer care team here.

  • How do Sole Rewards Tiers work?

    Sole Rewards has four tiers of benefits. The more you spend, the more you are rewarded. You can use your rewards online or in one of our Merchant 1948 stores. Each time you shop with us, make sure you are logged into your account to make sure your purchases count toward your Sole Rewards. View our Merchant Sole Rewards benefits here.

  • What benefits will I receive as a Sole Rewards member?

    TABLE TO GO HERE

  • How do I maintain a Sole Rewards Tier?

    Your Sole Rewards spend is calculated over a 12 month period and includes all purchases made in store and online. As long as you maintain the minimum spend of your current tier for the 12 month period, you will stay within that tier for the next 12 months and receive renewed rewards when your anniversary arrives. View our Sole Rewards benefits here.

  • How do I move up a Sole Rewards Tier?

    Your Sole Rewards spend is calculated over a 12 month period and includes all purchases made in store and online. As soon as your annual spend reaches the next tier bracket, you will move up and receive your new benefits and your 12 month anniversary cycle is renewed. View our Sole Rewards benefits here.

  • How do I find out what Sole Rewards Tier I'm in?

    To find your tier & available rewards, log in to your account and find them under "Sole Rewards". We'll update you on your Sole Rewards status regularly so please make sure your account email is correct. You can also speak to one of our friendly team members in store or our customer care team online for help.

  • What is Sole Rewards Spend?

    Sole Rewards spend is the combined total amount you have spent with us online, and/or in store for a period of 12 months. Only purchases made while signed in to your account (online) or put on your account (in-store) will count toward this total. Excludes the purchase of gift cards.

  • How is Sole Rewards Spend calculated?

    We look at all of the purchases made on your in-store and online account (so make sure you sign in) over a 12 month period and use this information to calculate your Sole Rewards Spend and assign you to a Sole Rewards tier. Please note the purchase of gift cards is excluded from our spend calculation.

  • What is a Sole Rewards Anniversary date?

    A Sole Rewards Anniversary date is the beginning of a new 12 month cycle in your Sole Rewards Tier. As soon as you spend above your current Sole Rewards tier, you will immediately join the next tier and your 12 month anniversary cycle is renewed, along with your new rewards. If you spend within your current tier for a 12 month period and your anniversary date arrives, your anniversary date and rewards will renew (for another 12 months or until you spend above your tier). If however, your anniversary date arrives and you did not spend the minimum amount for your current tier in the last 12 months, you will move out of your current tier and your anniversary date cycle begins again and you will receive your new rewards. If you have anymore questions, speak to our friendly and helpful customer care team here.

  • Do workshop services and gift cards/e-vouchers count toward Sole Rewards spend?

    Any purchases of services from our Workshops will count toward your Sole Rewards Spend, as long as your account is added when our team serves you.



    The purchase of a gift card does not count toward your Sole Rewards Spend. However, the use of a gift card to purchase with us does. For example, you purchase a gift card for someone else as a gift. This purchase does not count toward your Sole Rewards Spend. However, if you receive a gift card from someone else as a gift, the spend will count toward your Sole Rewards Spend when you use it.



    Any questions? Ask our in-store or customer care team for further information. Contact them here.

  • Is there anything I can’t use my rewards to buy?

    Sole Rewards cannot be used for the purchase of accessories, gift cards or services, unless the reward issued specifies the above.

  • I would like to qualify for my Birthday Voucher, how do I update my Birth Date?

    You can update your birth date both in-store or online. If you happen to be in one of our stores, reach out to any of our friendly store team members, they would be more than happy to help update your birthday details for you. If you’d like to update your birthday details online, you can do so by logging in to your online membership account page through our website here, you can then update your birth date by clicking into your ‘Account Details’. If you’ve signed up to Sole Rewards in-store and you do not yet have an online account, all you need to do is use the same email address that was provided to us and create an online password here.

  • When will I receive my birthday gift?

    Birthday gifts will be sent via email one week before your birthday, and will immediately be made available for you to use online or in-store (you will find it with your other benefits in your account under 'Sole Rewards'). Birthday rewards are valid for 30 days.

  • Why am I not receiving any Merchant Sole Rewards communications?

    If you have not been receiving any of our emails and believe this to be a mistake, there may be an issue with your email settings. Please make sure you are subscribed to our email list and haven't unsubscribed in the past, and check your junk or promotions inbox too. If you're still unsure, reach out to our customer care team here.

  • Can I be a part of Merchant Sole Rewards but no longer receive email communications?

    Yes you can! However, we won't be able to notify you when you receive new benefits, move tiers or surprise you with any special treats. If you'd still like to stop recieving our emails, you can unsubscribe at any time by selecting the unsubscribe button at the bottom the last email we sent you or contact our customer care team. Your rewards will still be saved in your account, but you'll be missing out on surpise rewards, special benefits and notification of your birthday gift.

  • I've signed up in store, how do I use my rewards online?

    If you have signed up to Sole Rewards in one of our stores and want to use your rewards online, you will need to create an online account. Please use the same email as your in-store account. If the email addresses are the same on both of your accounts, all your purchases will count toward your Sole Rewards Spend, whether they be in-store or online. You will also be able to view all your purchases on either account, no matter where you made them. To create an online account, click here.

  • I've signed up online, how do I use my rewards in store?

    If you have signed up to Sole Rewards online and want to use your benefits in our stores, just provide our store team with the same email you used for your online account and your available rewards will appear in our system.

  • Where can I view the Sole Rewards Terms and Conditions?

    Please find our Merchant Sole Rewards Terms and Conditions here.

  • When do my loyalty vouchers expire?

    Your Tier based Sole Rewards vouchers will expire 12 months from date of issued unless stated otherwise. For example, all Birthday Voucher have a 6 week validity period. To find out more about your membership vouchers’ validity period, you can log-in to your account to keep track of the vouchers available to you, you will also find the expiry shown under each voucher.

  • Can I stack my sole rewards with other promos?

    Unfortunately, no vouchers can be stacked with existing promos. Vouchers are only applicable for full priced items only.

  • Can I use my Sole Rewards Vouchers in both New Zealand and Australia stores?

    Unfortunately, your Sole Rewards Membership and Rewards are not transferable between New Zealand and Australia.

  • What if I want to return my purchase?

    If you’ve used a voucher on a purchase, the voucher will unfortunately be considered used and not be reinstated if the purchase is returned; all vouchers can only be used once.

  • How do I delete my Sole Rewards account?

    We’re so sad to see you go, please don’t leave us. But if you really must, kindly leave us your parting note detailing your wishes at merchantinfo@overlandfootwear.co.nz, or you could also call us at 0800 683 752