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  What if I want to return my purchase?

See the refund policy.

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  What freight costs apply?

Around Twelve only charges $6.50 freight per item anywhere in New Zealand!

If you receive faulty goods, this freight cost (along with the full price of the faulty product) will be refunded to you. In addition, we will contact you to arrange free return of your faulty product. See the refund policy for more details about the return of faulty goods.

If you need to exchange the product for the same product in a different size, Around Twelve will cover the cost of freight to send you the exchanged product! You will therefore only pay the freight charge of $6.50 to receive the original product, plus any freight costs associated with returning the original product. We will pay the freight for sending you the replacement product.

If you decide to return products that do not have any faults or exchange products for a different style or colour, you must arrange and pay for freight. It is recommended that you use a tracked courier as Around Twelve does not accept any responsibility for goods lost in transit. Also note that the return courier costs depend on the prices charged by your courier. It is quite likely that your courier will charge more than $6.50 to return a product. Around Twelve will not refund the $6.50 freight charge associated with supplying you with your product, but will give a 100% refund of the product price if the conditions of the refund policy are met.

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  Can I exchange products?

You may exchange returned products for other products, providing that:

  • The price of the exchanged product is the same, or less than, that of the original product*.
  • Any tags attached to the returned products remain attached;
  • Returned products are received within 28 days of the purchase date (as shown on the invoice); and
  • Returned products are in their original condition.

* Any difference in prices will be refunded, after allowing for any freight costs. Freight costs donít apply if the product is being exchanged for the same product in a different size (as outlined below).

If you are exchanging the product for a different style or a different colour, you must pay the associated freight costs. This includes the $6.50 charge for sending the original product, freight costs to return the product and a $6.50 charge for sending the replacement product.

If you need to exchange the product for the same product in a different size, Around Twelve will cover the cost of freight to send you the exchanged product! You will therefore only pay the freight charge of $6 to receive the original product, plus any freight costs associated with returning the original product. We will pay the freight for sending you the replacement product.

This minimises the risk associated with selecting the wrong size.

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  What size should I buy?

Sizing charts converting USA sizes, UK sizes and European sizes to New Zealand sizes are provided on this site. Use this chart to guide you in selecting what shoe size to purchase.

However, sizing of shoes often varies between suppliers, and even by the same supplier. For example, a size 12 shoe (in USA sizes) made by one supplier may be larger than a size 12 shoe (in USA sizes) made by that same supplier or by another supplier.

Around Twelve Ltd has taken steps to reduce the risk of purchasing the wrong size shoe.

Risk is reduced in the following ways:

  • Some product descriptions include notes about sizing. If the description does not include any sizing notes, the sizing of the product is considered Ďnormalí.
  • If you do select the wrong shoe size, Around Twelve will cover the freight costs associated with sending out the replacement size. However, you will need to cover the costs associated with returning the original shoes.

Note about Propet Shoe Sizes

You will notice that sizing notes have been included in the descriptions of all Propet branded shoes. It is generally recommended that you purchase one size smaller than you usually would when purchasing Propet shoes. For example, if you usually wear a size 13, it is recommended that you purchase a size 12.

There should be exactly two thirds of an inch difference between whole shoe sizes (e.g. a size 12 should be 2/3 inch longer than a size 11 shoe). Whilst Propet follows this rule, many other suppliers do not. This difference is not very noticeable in small shoe sizes, but becomes more noticeable as the shoe size increases. For example, a 2mm difference in size for a size 4 shoe accumulates to an 18mm difference in size for a size 12 shoe, as 2 mm are lost for each shoe size from size 4 to size 12. The end result is that there is often an entire size difference between Propet shoes and other brands of shoes. As an example, a Propet size 15 is often equal to a size 14 shoe made by another supplier. 

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  How long will it take to receive my order?

Shoes are dispatched within 2 working days of receiving payment.

Orders within New Zealand:

  • If you pay by credit card or direct credit, expect to receive your products within 8 working days of making payment.
  • If you pay by cheque, allow an additional 6 working days to cover postage time and cheque clearance. Products are therefore expected to be received within 14 working days of posting payment.

Around Twelve will notify you by email if there are any expected delays in delivery of products.

Orders outside of New Zealand:

  • If the delivery address for products is not within New Zealand, you must contact us to arrange delivery before purchasing the product.
  • We will give you a quote for delivery and will inform you of estimated delivery times prior to making your purchase.
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  What if the shoes I want are not available in my size?

If the shoes you want are not available in your size, contact us to see when more stock is arriving or to see if orders can be placed in the size you want. In some cases, a 50% deposit may be payable for specific orders.

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  What if you donít have the shoes I want?

If you canít find what youíre looking for, feel free to contact us and describe what you want. We will let you know if any new stock matching your description is due to arrive soon.

We may also be able to include shoes of your description in an upcoming order. However, depending on when orders are due to be placed, and on whether products are transported by air or by ship, there may be several months delay in the receipt of products.

If we are not able to supply you with the shoes you need within the timeframes you need them, we may be able to identify other suppliers of the shoes you need.

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  Can I try shoes on first?

If you request an appointment you will be able to try the full range of shoes on.

You can also see where we are to try shoes on. If you visit a location where our shoes are exhibited, it would pay to contact us first to make sure the shoes you want will be available at that location.

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  What is PU and what is patent?

PU is short for polyurethane. It is a man-made material which is less expensive than leather. Note that leather is the highest quality material used in shoemaking.

Patent (either Patent Leather or Patent PU) is material that has a very shiny appearance.  

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  Can deliveries be made to a PO Box?

No. Due to the size of the package, deliveries need to be made to a physical address.

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