Orders & Returns

SHIPPING INFO

New Zealand: Shipping is free for orders over $75. For orders $75 and under, shipping is $4 for the Wellington region and $7.50 for the rest of the country. For orders placed by 1pm on Monday to Friday, we aim to have it delivered to you on the next working day.

Rest of the world: Shipping is calculated at checkout.
DHL Express Shipping is our preferred method of shipping and is available for most countries.

(Please note, customers will be liable for any Tax/Duties imposed by the receiving countries government)

For all orders, we use a tracked courier service with signature required on delivery. You can opt for the parcel to be left without a signature, but it then becomes your responsibility to ensure it is delivered safely. For international orders, if you would prefer to express shipping with FedEx, please contact us for a quote.

Returns

Return info

We hope you love your new purchase! If something is not quite right, you can read below on how to exchange items within 30 days. Returned items must be brand new & unworn with original tags attached. If an item is faulty, we’ll meet our obligations under the Consumer Guarantees Act.

Please note, we do not accept returns on all sale items.
Items must be clean, unworn and in a re-sellable condition, with original tags attached, and in the original box for shoes.
Please ensure your item is well packaged and no tape is on the shoe box or clothing.

If returning for a store credit or an exchange there is no additional cost, if returning for a refund there is a $7.50 handling fee that will be deducted from your refund.

Please note, certain items are not able to be returned unless faulty. This includes underwear, swimwear and final sale items.

Exchanging for different priced items

Exchanging for items of lesser value:

You can choose to have the difference returned to you in the form of store credit or a refund back to your original payment method. (Please note that if you choose a refund to the original payment method, a $7.50 handling fee will be deducted from the available refund amount.

Exchanging for items of greater value:

You can pay the difference during the exchange process via credit card (no other payment options are available)
If you would like to pay the difference by a different payment method, you must choose the store credit option and then wait until we have received your return. We will then email you your store credit. You can then shop with your store credit and pay any difference using our standard payment methods.

Full Priced Styles

Visit https://exchanges.empireskate.co.nz - here you can enter your order number, along with one of email/post code/phone number and start the return process.
You can select either an Exchange, Refund, or Store Credit.
If you have selected an exchange you are able to choose the new size or product by either selecting the new size or shopping on-store with your return credit immediately.
We’ll then email you a return label for the item, and instructions on how to book a courier for pick up within the next 24 hours.

Discounted Items/Orders

Discounted items can be returned for an exchange or store credit.
Visit https://exchanges.empireskate.co.nz - here you can enter your order number, along with one of email/post code/phone number and start the return process.
You will be able to select either an Exchange, Store Credit.
Repackage the item with your name and order number, and send to:
Empire Returns
PO BOX 30569, Andrews Ave
Lower Hutt 5010.
You are responsible for organising and purchasing postage to return discounted items. We do not accept responsibility for the item until it is received at our shop, so it is recommended that you use a tracked service. Alternatively, you can purchase a paid return label from us HERE.

Terms & Conditions

We reserve the right to not accept returns if the product is not in acceptable condition on return. This includes but is not limited to:

Footwear returned without the original box and sets of laces

Footwear that is marked, creased or shows signs of being worn outside

Clothing without any of the original tags

Items without the original packaging or cases

Items outside of the 30 day return window

Items that are marked 'final sale'

Underwear, swimwear and personal hygiene products

Any items sent back to us not using our courier service are your responsibility until they arrive and are signed for at our premises.

Exchanges will be sent once your return has arrived back with us and been cleared by our returns department.

Refunds and Store Credit will be issued once the items have been returns and inspected by our returns department.

Go to the Exchange & Return Center

Start Your Exchange Now

You'll need your order number
(this can be found in any of your order payment/shipping notifications)

And one of the following details used with your order:

- Email
- Phone Number
- Post Code