Frequently Asked Questions

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  • Delivery
  • Orders
  • Payment
  • Returns

Choose a FAQ...

  • Do you ship to PO Box addresses?
  • We’re unable to deliver directly to a PO Box as a signature is required upon delivery by CourierPost/Toll.

  • How will you send my order?
  • New Zealand: All orders are sent by CourierPost. CourierPost will deliver during regular business hours, Monday to Friday, excluding public holidays. Australia: All orders are sent by Toll. Toll will deliver during regular business hours, Monday to Friday, excluding public holidays.

  • What if no one is home to sign for the parcel?
  • CourierPost/Toll will leave a “Card to Call” with instructions on how to arrange a redelivery. You can easily book redelivery online.

  • What is your delivery fee?
  • New Zealand: We charge a non-refundable delivery fee of $7.50 NZD for orders under $75 and offer free shipping on orders over $75. Australia: We charge a non-refundable delivery fee of $10.00 AUD for orders under $75 and offer free shipping on orders over $75.

  • When will I receive my order?
  • New Zealand: Orders usually take 1-2 business days to process before it's shipped. CourierPost will deliver orders in 2-3 business days after shipment. Rural addresses can add 1-3 days to the delivery time. Australia: Orders usually take 1-2 business days to process before it's shipped. Toll will deliver orders in 3-10 business days after shipment.

  • Which countries do you ship to?
  • We only ship to Australia and New Zealand addresses. Unfortunately we are unable to ship to other countries.

  • Will I need to sign for my parcel?
  • To provide peace of mind we use a signature required upon delivery service. This means that someone must be at the delivery address to accept the parcel.

  • Can I amend my order?
  • We aim to pick, pack and dispatch orders as soon as possible. Therefore we're unable to make any changes to your order including changing the delivery address, item colours and sizes, or removing items from your order. We can cancel your order if it hasn't been dispatched.

  • Can I cancel my order?
  • You may be able to cancel your order if it hasn’t been dispatched. Please call our Customer Care Team on 0800 426 624 or +64 4 237 5499 to check your order status. When you place an order with us, we take a credit or debit card pre-authorization for your order. Your credit or debit card won't be charged until we dispatch your order. If you cancel your order, it may take up to 10 business days for your bank or card issuer to make your funds available to you again.

  • How can I track my order?
  • Once your order is dispatched, you’ll be sent a dispatch confirmation email informing you that your order has been dispatched and the CourierPost/Toll tracking number for your parcel.

  • How do I know my order has been received?
  • Once you’ve completed your order online, you’ll receive an order confirmation email. If you don’t receive an order confirmation email within 24 hours of ordering, we suggest you check your email spam filter and junk folder in case our email has been directed there. If this isn’t the case, then we may have an incorrect email address for you. Please contact us and we’ll look into this for you.

  • I haven’t received my order, what should I do?
  • Please go to the CourierPost/Toll website and enter the tracking number into the track & trace service to find the latest status of your item. The tracking number can be found on your dispatch email. If after reviewing the tracking details of your item you still have a query regarding the item’s status, please contact CourierPost/Toll for more information. Should you need any further assistance, please contact our Customer Care Team on 0800 426 624 or +64 4 237 5499, Monday to Friday, 9am to 5pm.

  • Is it safe to order online?
  • Yes it is. We use SSL technology which encrypts your information whenever we are receiving or transferring your details on our website. When making an online purchase a small padlock symbol will appear on your screen in front of the URL in the payment section of the checkout. This indicates that the SSL security system is operating throughout your transaction. This encrypting ensures that your details cannot be read by, or altered by outside influences.

  • How can I pay?
  • We can only accept payments via American Express, MasterCard, Visa and Q Card. Please be aware we take fraud seriously. All credit card and debit card holders are subject to validation and authorisation by us and the card issuer.

  • How do I use my discount/promo code?
  • You need to enter your discount/promo code in Step 1 of the checkout process. Under your order details you’ll see “Code”. Enter the discount/promo code in the box and click “Apply”. You must enter the discount/promo code when you are checking out as it can’t be applied after you’ve completed your order.

  • When will I be charged?
  • When you place an order with us, the funds are reserved for us by your bank or card issuer. We don’t actually take money out of your account until your order is dispatched. If your order is cancelled for any reasons, it may take up to 10 working days for your bank or card issuer to make your funds available to you again.

  • Why doesn’t my discount/promo code work?
  • You mightn’t have entered your discount/promo code during the checkout process. You may have used the discount/promo code on a previous order. The discount/promo code may have expired.

  • Can I exchange product I purchased online?
  • If you would like a different size, colour or style, please return the unwanted product for a refund and place a new order online. Please send the parcel to: Pulp Webstore, Unit G, 15 John Seddon Drive, Elsdon, Porirua 5022, New Zealand. Please include a note stating you would like a refund. Postage costs associated with making returns are the responsibility of the customer and are non-refundable. Pulp does not accept responsibility for items lost in transit while being returned. We recommend you use a postage service that provides tracking and delivery to the door.

  • Can I return product I purchased online to a Pulp retail store?
  • Orders placed at www.pulpshoes.com cannot be returned or exchanged in Pulp retail stores. All returns must be sent to: Pulp Webstore, Unit G, 15 John Seddon Drive, Elsdon, Porirua 5022, New Zealand. Postage costs associated with making returns are the responsibility of the customer and are non-refundable. Pulp does not accept responsibility for items lost in transit while being returned. We recommend you use a postage service that provides tracking and delivery to the door.

  • How long does it take to process a refund?
  • We will process your refund within 10 business days on receipt of your parcel. We will send an email once your refund has been processed.

  • What is your policy for online purchases?
  • Pulp wants you to be happy with your purchase. We will gladly refund unworn product in its original condition, within 14 days of the delivery date, accompanied by the original receipt. All refunds will be credited to the original form of payment. The shoe box and other packaging must accompany the product on return. The delivery fee is non-refundable.

  • What should I do if the product I purchased online develops a fault?
  • Pulp stands by the quality of our merchandise. Should any defect present itself, please call our Customer Care team on 0800 426 624 (NZ) or +64 4 237 5499 (AU), Monday to Friday, 9am to 5pm (New Zealand time) and we will do our best to assist you accordingly.

Do you ship to PO Box addresses?

We’re unable to deliver directly to a PO Box as a signature is required upon delivery by CourierPost/Toll.