Frequently Asked Questions

We accept Visa, Master Card, American Express. We also have Afterpay, and Zip options available at checkout. If you have a Empire Skate online gift card you can use this to pay some or all of your transaction.

You will be charged as soon as you have confirmed your payment details.

To redeem your gift card online, you will need to have the code handy, and copy or paste it into the giftcard box at checkout. 

Yes, if you still have money left on the gift card it will stay on your gift card and you can use the balance on your next purchase. Best of all our gift cards don't expire.

Afterpay allows you to receive your goods now and spread out your purchase over 4 fortnightly payments. Your payments will be charged every two weeks from your nominated debit or credit card. 

To use Afterpay, simply select the option at checkout and follow the prompts.

You will need to log in or sign up to your Afterpay account in order to complete your purchase. 

Please note you will need to check out with an email address rather than mobile number or Afterpay won't work.

For enquiries about your Afterpay account or payments please contact Afterpay

Zip allows you to receive your goods now and spread out your purchase over 4 fortnightly payments. Your payments will be charged every two weeks from your nominated debit or credit card.

To use Zip, simply select the option at checkout and follow the prompts.

You will need to log in or sign up to your Zip account in order to complete your purchase.

For enquiries about your Zip account or payments please contact Zip.

Empire Rewards is our loyalty scheme, which lets us reward all our best customers. 

Your rewards will be collected against your account email/phone number and can be collected both in store and online.  

We reward you for every dollar spent, Collect a point for every dollar spent and cash it in for a $25 voucher once you reach 250 points. Easy.

Enter your birthday at checkout and you will receive a sweet gift on your birthday too. 

You can either select a $25 voucher for use in-store, or a $25 voucher to be used online. 

Sign up or log-in to spend your rewards here.

All sales connected to your email address will be automatically collected in your account. 

Once you have selected either an in-store or online voucher you will have 30 days to spend it.

Your voucher will need to be spent in full (no carry over balance from part purchase can be carried over)

Birthday codes will expire after 7 days.

Birthday codes cannot 

You can sign up to an account during checkout, or by heading to our accounts page here. 

Head to our account page here, and click 'forgot your password'. You can then reset your password. 

If you are still having trouble please contact us.

Having an account makes it easy. We save your details, meaning it's both faster and easier to checkout.

Your past orders will also be saved, meaning you can go back and view these at any time. 

 Yes you can! Once your cart is loaded, and you've reached checkout, select 'checkout as guest'. This will allow you to checkout without becoming an Empire Member.

Usually, if your order is placed before 2pm Mon - Fri, it will be dispatched the same day. We allow 1-3 business days for delivery to nearly all of NZ. If you live in a rural delivery area, it may take a day or two longer. 

International orders will be dispatched 1-3 working days after the order is placed. Standard post can take between 5-10 working days, DHL express is usually between 2-5 working days.

You will receive an email update when your order is on its way.

You will be sent an email with your tracking details once your order has shipped. Click the tracking link in the email. 
Alternatively you can login to your account and view and track your orders here.

Tracking numbers can take a few hours to activate. If you still cannot track your order 24 hours after it has been sent through, please contact us and we can look into this for you.
0508 EMPIRE (0508 367473) or
+64 45769442 for International Customers.

If you order hasn't arrived within the estimated shipping timeframe, please contact our customer service team via email here

We offer free delivery on all orders over $99, otherwise shipping is $7.50
International Shipping starts at $29.
Additional shipping charges may apply to heavy/oversized items.

Please contact us as soon as possible with your order number. We'll get it sorted for you right away.

All of our parcels are sent signature on delivery via Courier Post, so we recommend making your delivery address a 

All of our parcels are sent signature on delivery via Courier Post, so we recommend making your delivery address a place where someone will be there to sign for it.If there is no one home to sign a card to call should be left by the courier to let you know delivery was attempted. There are instructions on what to do next. If you don't receive a card, please call Courier Post on 0800 COURIER and quote your tracking number.

If we have not already sent your order we can update your delivery address.
Once it has been dispatched we will be unable to change the address.

In this case it will be best to call the courier company to help you. 

NZ - Courier Post - 0800 COURIER
International - DHL 

International - NZ Post - You will need to contact your local postal network partner.

If you order has already been dispatched, it is to late to cancel it. When you receive your order you can return the items back to us for an exchange, or refund. Our Returns Policy can be viewed here.

If you need to change or cancel an order before it has been shipped contact us on hello@empireskate.co.nz

If you order has already been dispatched, it is to late to cancel it. When you receive your order you can return the items back to us for an exchange, store credit or refund. Our Returns Policy can be viewed here.

We can help. First check your junk folder in case your confirmation email has been filed in there. 

Double check the email address you entered was correct. 
If you're still having problems, please contact us.

Please check your tracking link sent to your email to check if all items were listed. If all items are listed, please email us

Yes. Our sizing guide is below the product title. Please keep in mind that this is a guide only and can differ slightly between brands.

If it is no longer on our website, the item is most likely sold out worldwide. If you are wanting to know if something is being stocked at Empire, you can contact our Online Customer Service team hello@empireskate.co.nz and we’ll let you know when the next order will come in, or we can try and source one for you.

Only products with sizes in stock will be listed. Products that are sold out, or not in stock, are not displayed.

Our site is most definitely secure, all direct payments are protected using Stripe Payment integrated software, ensuring all personal details are secure. We also use Secure Sockets Layer (SSL) technology to protect your information as it’s transmitted to us. This ensures that at the checkout our website and your computer will encrypt all information to prevent other computers accessing it.

We also take fraud very seriously. All credit and debit card holders are subject to validation and authorization by both us and the card issuer.

Full Price and Regular Sale purchases can be returned within 14 days of purchase for an exchange, credit or refund.
Gift Cards, Underwear and Final Clearance Products are not eligible for return
All eligible returns must be in clean, resell-able condition with original tags included.
You can request a return here

Please our full Returns Policy for more details.

Items must be returned in 'perfect sellable condition’. We do not expect the garments to be necessarily plastic wrapped and perfectly folded, but we are certainly unable to accept items for return if;

●Tags have been removed.

●They are marked, soiled, stretched, bleached or damaged in anyway.

●They are scented with aftershave, perfume, deodorant or smoke.

●They have been washed.

●Shoes have been worn outside.

●The inner sole is covered in sock fluff or hair.

●The shoe box has been used directly as the postal box - is visibly marked and/ or damaged.

● All decks and hardware must be un-skated and returned in the original packaging.

●Once a deck has been assembled, we cannot accept either the deck or the hardware for return.

●For hygiene reasons we cannot accept returns for underwear and socks unless faulty.

If you’re not happy with your purchase, returns with Empire Skate are easy – here’s how it works with PayPal / POLi / Afterpay / Zip:
1) Return your order back to us
2) Empire Skate receives the returned goods and notifies the third party company.
3) The payment provider will immediately processes your refund (you will receive an email to confirm this).
4) The bank processes the refund to the card used to make the payment. This may take 1-3 working days.

If you have a faulty item you would like refunded, repaired, or replaced, you can follow our returns process. Faulty items may be returned outside of our 14 day time period, this is subject to the situation.

Please ensure to mark your item as faulty on our returns form.

You can exchange an item provided the item hasn’t been worn, is in its original resalable condition (with tags) and you have a receipt. Discounted & clearance products can be returned for an exchange of the same item.

To exchange an item online you’ll need to contact our team for a form.

We will send a confirmation email as soon as we have received your parcel. If you haven’t heard from us, contact provider you used to return the parcel. We highly recommend you send items via tracked delivery to ensure the package is not lost, Empire is not liable for any package that is not received.

If your return meets the conditions outlined by our Returns Policy, we will process your refund as soon as we receive it. Depending on your payment method, once processed this can take 1–3 working days.

Please note our office is only operational Monday – Friday 9.00am – 5.00pm.

You are liable for paying return costs on all items returned. If the error is made by Empire, we will pay for the postage.

All online orders will come with an order number. Please use this information when contacting our team.