Returns & Exchanges

Returns & Exchanges

At Kelly’s Footwear, we want you to be completely happy with your purchase. If something isn’t quite right, our experienced team will work with you to find the best solution.

As a proudly family-owned New Zealand business, we believe in providing friendly service, quality footwear and fair outcomes.

Change of Mind

If you’ve changed your mind or your footwear isn’t quite the right fit, we’re happy to help.

Provided the footwear:

  • Has only been tried on indoors.
  • Is in brand new, unworn condition.
  • Is returned in its original packaging.
  • Is accompanied by proof of purchase.

We are happy to offer store credit or an exchange.

As every situation is different, we assess change-of-mind returns individually and always aim to be as flexible and helpful as possible.

Please note that refunds are not available for change-of-mind purchases.

Faulty Products

If you believe your footwear has developed a manufacturing fault, please contact us.

There is no set time limit for genuine manufacturing faults. Every claim is assessed individually in accordance with the New Zealand Consumer Guarantees Act 1993.

If a manufacturing fault is confirmed, we’ll provide an appropriate remedy, which may include:

  • Repair
  • Replacement
  • Refund

depending on the circumstances.

Please note that normal wear and tear, accidental damage, incorrect care or misuse are not considered manufacturing faults.

Online Returns

If you’d like to return an online purchase, please contact us before sending your footwear back.

We’ll guide you through the process and ensure your return is handled as quickly as possible.

For change-of-mind returns, return shipping costs are the responsibility of the customer.

Need Assistance?

If you’re unsure whether your footwear is eligible for a return or exchange, please get in touch with our friendly team. We’re always happy to help.

Kelly’s Footwear
507 Main Street
Palmerston North 4410

Women’s Department
(06) 355 3603

Men’s Department
(06) 355 3250

Sports Department
(06) 355 3115

Email: kellysfootwear@xtra.co.nz

Our Promise

Our goal is simple — we want every customer to leave with footwear they love and confidence that we’ll look after them if something isn’t quite right.