General
Did you change your name from Overland to Merchant 1948?
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.
Shopping online
How do I change my personal details?
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.
Why was my order cancelled?
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.
Can I cancel my online order?
Can I cancel my online order?
Please contact our customer care team if you wish to cancel your order.
Shipping
When can I expect my order after a big sale?
When can I expect my order after a big sale?
Please note that your order will take an extra 2-3 days on top of our standard delivery times after a big sale. Big sales include Afterpay Day sales, Black Friday sales & Boxing Day sales.
How much does shipping cost?
How much does shipping cost?
We've recently updated our shipping rules. We offer free shipping to all orders over $150, otherwise you will be charged a standard $8 shipping fee.
When will my item arrive?
When will my item arrive?
2-3 business day delivery for urban areas & 3-4 business day delivery for rural areas. Orders are shipped to you Monday to Friday 9am to 4pm, so make sure you have a delivery address you can receive your order to during these days and times.
$8 shipping for orders under $150.00
Can you ship to addresses outside of NZ?
Can you ship to addresses outside of NZ?
We only ship to New Zealand and Australia.
Click & Collect
What is 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.
Please note, Click & Collect orders can only be placed to stores that have the selected items in stock at the time of purchase.
Can I pick it up immediately?
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, but is usually ready within 24 hours. If your order is ready 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?
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.
Returns
How do I return something purchased online?
How do I return something purchased online?
Please go to our shipping and returns page to read up on the eligibility required to place a return. If you are eligible, you will see the option to place a return within your customer dashboard.
How do I return something I purchased in store?
How do I return something I purchased in store?
If your purchase is still within the 14 day period, please go into the store you purchased from and speak to our friendly team about the process.
What happens if I no longer have my return slip?
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?
How do I return an item purchased using Afterpay?
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 our Returns Request page. 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 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?
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?
What is Afterpay?
Find out about Afterpay here.
Who can use Afterpay?
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?
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?
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.
When will my four Afterpay instalments need to be paid?
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.
