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Returns Policy

Returns Policy For Online Orders

We do not refund sale items,​ any purchase on sale or discounted is a final saleso please choose carefully. You may return a normal price item if you are not happy with it. Your options are replacement, store/online credit or refund. If the size is incorrect we will exchange for another size where stock is available. You must contact us within 24 hours of receiving the goods to let us know the issue queenstown@issimo.co.nz tel: 03 442 8143 and return the goods (at your cost) within 7 days of purchase. All items must be returned in original condition with original packaging, barcodes and tags. 

All Returns must be sent to:- Issimo, 1 Searle Lane, Queenstown, 9300. Please include your details and order number for a prompt turnaround. We recommend any returns be sent with a tracked and insured courier service as we cannot be responsible for items lost or damaged in transit to us.

Laybuy.com Purchases requiring a refund:  A fee of 5% will be deducted from your Laybuy.com refund to recover their surcharge.  Exchanges on laybuy.com purchases will not incur a fee. This applies for online and instore purchases.

Afterpay Purchases requiring a refund:  A fee of 5% will be deducted from your Afterpay refund to recover their surcharge.  Exchanges on Afterpay purchases will not incur a fee. This applies for instore and online purchases.

Returns Policy for In Store Purchases

We do not offer a refund for change of mind when an item is purchased in store, so please choose carefully. We may offer a credit note for next time on full priced items. No sale item will be exchanged or refunded.

Shoes

We advise you to try on shoes on a carpeted surface until you are certain you are keeping them. Shoes should be returned unmarked and in their original, undamaged shoe box as this is considered part of the product. Shoes that are returned without a box, in a damaged box or with marked soles cannot be accepted, and will be sent back to the customer.

Receiving a Refund

We aim to process all customer refunds as quickly as possible. Upon receipt of your return package to the store, we will process your refund within 7 days. Refunds will be credited to your original method of payment.​​​​