Refunds & Exchanges

Returns Policy
Damaged or Faulty Items
We ensure our goods are of the highest quality and we are confident that all items purchased from us are in perfect order, but in the rare occurrence that you receive a damaged or faulty item please contact us immediately via email with photos of the item.

We will provide a full refund, store credit or an exchange (if we have a replacement in stock) once we have received the returned item. Please note products must be returned to us within 21 days of the purchase and must be returned in the same condition as received with all labels etc. returned with the item.

Refunds Policy(if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. Sale items may only be exchanged or refunded if faulty.

Exchange Policy (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at and send your item to: Lotsa Shoes, 197 Onehunga Mall, Onehunga, Auckland 1062, New Zealand.
We make every effort to make sure our product descriptions are as detailed as possible and that includes sizing. If you have a question about sizing then please feel free to contact us at prior to making your purchase – we are happy to help.

If you change your mind or if you have ordered the wrong size we are happy to provide an exchange or store credit for the original purchase price of the item (not including shipping costs). Items must be returned to us within 21 days of the original purchase and must be in a resalable condition with packaging intact and all labels etc. returned with the item. The cost of shipping the returned item is the responsibility of the buyer. We are unable to offer refunds on items that are not damaged or faulty.

To return your product, you should mail your product to: 
Lotsa Shoes197 Onehunga Mall, Onehunga, Auckland 1061, New Zealand.

You will be responsible for paying for your own shipping costs for returning and receiving your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Thank you from the Team at Lotsa Shoes