Returns & Exchanges

Love them, or send them back. Simple.

Comfort should never come with second-guessing. If your fit is not perfect, our new Checkout+ process makes returns and exchanges quick, tracked, and stress-free, from our door to yours and back again.

Start a return or exchangeSee how it works
Checkout+ protectedCovered from our door to yours
30 day windowFrom date of dispatch
Easy exchangesSwap size or style in a few clicks
Free returnsWith Checkout+ coverage

Meet Checkout+

Our smarter, safer way to shop. Checkout+ protects your order in transit and turns returns into a few simple taps.

Checkout+

Peace of mind, built into your order

Add Checkout+ at the checkout and your delivery is protected, with return shipping already sorted before you ever need it.

Package protection

Your parcel, covered in transit

  • Protection against a lost, stolen, or damaged parcel on its way to you
  • File a claim in minutes through a simple self-service portal
  • Most claims reviewed within 1 to 2 business days
  • We make it right with a replacement, store credit, or refund
Free returns coverage

Change your mind, at no cost

  • A prepaid return label sent straight to your inbox once approved
  • No return postage to pay when coverage is added
  • Print, attach, and drop off. That is the whole job
  • Faster refunds and exchanges because everything is tracked
Prefer not to add Checkout+? No problem. You can still start your return in our portal and buy a return label whenever you need one.

How a return works

Three steps, all online. No phone calls, no paperwork, no guesswork.

1

Start in the portal

Open our returns portal, enter your order number and email, and choose the items you would like to send back or swap.

2

Pick refund or exchange

Choose a refund, or exchange for a new size or style. Our smart portal suggests the closest match so you find the right fit faster.

3

Print and post

Once approved, your return label lands in your inbox. Attach it, drop the parcel off, and we take it from there.

Your return label, two easy paths

With Checkout+ coverage

Return shipping already included
  1. Start your return in the portal
  2. Submit your request for approval
  3. A prepaid label is emailed to you, no charge
  4. Print, attach, and post it back

Without coverage

Standard return, label purchased at return time
  1. Start your return in the portal
  2. Buy a return label directly in the portal
  3. The label is emailed to you
  4. Print, attach, and post it back
Please start every return in the portal before posting anything back, so we can track your parcel and process your refund or exchange without delay.
Start a return or exchange

Finding your perfect fit, made easy

Comfort is personal, and sometimes the first pair is not quite the one. That is exactly why Checkout+ exists. Swap a size, try a different style, or send it back, all without the usual hassle, so you can keep looking for the pair you will not want to take off.

The details

Everything you need to know, in plain language.

What can be returned

  • Within 30 days of your order being dispatched from our warehouse
  • Unworn, in fully resellable condition and original packaging
  • Free return shipping when you add Checkout+ coverage

What cannot be returned

  • Items not in a resellable condition
  • Gift cards
  • Items purchased from other retailers, we can only accept orders placed directly on our website

Faulty or incorrect items

If your item is faulty or incorrect, contact us by phone or email as soon as possible and we will guide you through the next steps.

Refund process

  • Approved refunds are credited to your original payment method
  • We process returns as quickly as possible
  • Processing times may vary during promotional periods

Exchanges

  • Exchanges are accepted for any item value, note that if the value is more, we will not send the exchange item until payment is received
  • Start a size or style swap in the returns portal, or contact our customer service team
  • If your choice is unavailable, we issue a refund to store credit instead

Sale & promotional items

Sale and promotional items may carry different return conditions. Check the product page or reach out to us if you are unsure before you buy.

Where we accept returns

  • Returns are accepted within New Zealand
  • Orders from our Australia, Singapore, or USA stores return to those markets
  • Original shipping charges are non-refundable

Rewards points

Rewards points earned on a purchase are adjusted when an order is refunded, unless the item is returned as faulty, in which case your points stay with you.

Common questions

What is Checkout+?

Checkout+ is our protection and returns option, added at checkout. It covers your parcel against loss, theft, or damage in transit, and includes free return shipping so a size swap or return costs you nothing.

I placed my order before 26 June 2026. How do I return it?

The Checkout+ process applies to orders placed from 26 June 2026. For earlier orders, contact our Customer Care team at info@comfortcoshoes.co.nz and we will arrange your return or exchange.

How long do refunds take?

Once your return arrives we inspect and process it as quickly as possible, and approved refunds go back to your original payment method. Processing times can vary during promotional periods.

Can I exchange for a different size?

Yes. Exchanges are accepted for items of equal or lesser value. Start a swap in the portal or contact our customer service team, and if your choice is unavailable we refund you instead.

Do I have to pay for return shipping?

With Checkout+ coverage your prepaid label is included. Without it, you can buy a return label in the portal at return time. Original shipping charges are non-refundable.

Ready when you are

Start your return or exchange online in under two minutes.

Start a return or exchange

Questions? Email our Customer Care team at info@comfortcoshoes.co.nz