Returns Policy For Online Orders
You may return a full 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. Please contact us within 24 hours of receiving the goods to let us know if you require any return options:- queenstown@issimo.co.nz Tel: 03 442 8143. We require return of the goods (at your cost) within 10 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 Purchases requiring a refund: A fee of 5% will be deducted from your Laybuy refund to recover their surcharge. Exchanges on laybuy 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.
Online Sale Orders
We do not refund online sale items, this includes sale promotions with automatic discounts and promo codes. You may return for an exchange, store credit or online voucher only. Please choose carefully. The shipping for an exchange on sale items would be at your cost.
Online Clearance Orders
We do not offer refunds, store credit or exchange for Clearance items. This sale is absolutely final. So please be sure of your purchase. Please note that some of these items have been display pairs, so may have some imperfections.
Please contact us if you have any queries before ordering. We can provide photographs to show the condition of shoes before purchase :- queenstown@issimo.co.nz.
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.
Trying on 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 for Online Orders
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.
