Frequently Asked Questions

How do I make a purchase?

Which size should I choose?

How do I know if an item is in stock?

Is my personal information kept private?

What payment methods does Runway accept?

Does Runway ship to Post Office Boxes?

Is my package insured?

Can I Layby an item?

Where is my order?

What if the item I purchased is not right?

Can I return a sale item?

Will I be refunded for the full value of my order?


How do I make a purchase?

Shopping at Runway online is easy!

  1. 1. If you know what you are looking for, you can navigate through the site using drop down top menu. Browse by designer, category or use the search tool located at the top of the page.
  2. 2. Once you have found an item you wish to purchase, click on it to enlarge, select your size and click on the black 'Add to Shopping Bag' button to the right of each item.
  3. 3. To review the items in your shopping bag, click the tiny red shopping bag icon at the top of the page.
  4. 4. Click Proceed to Purchase to complete your order.

 

Which size should I choose?

All Runway shoes are either US or European sizing. To convert this to your usual shoe size, simply view the 'size chart' below. Sizes can vary greatly by designer, therefore, where an item runs small or large to size, we will indicate in the item description. Our team try on every item that we stock, and can answer all your questions on sizing and fit. Simply email store@runwayshoes.co.nz for advice.

How do I know if an item is in stock?

All items shown on the website are in stock. Please be aware that our online inventory is live, so there may be the odd occasion where an item is sold in store at the same time/just prior to your order and is still showing as available. When this is the case, you will be contacted to advise of this. If the product you want to buy is out of stock, please email store@runwayshoes.co.nz to find out whether there is a waiting list for that item, as our team may be able to order in an item for you. Please note this only applies for current season collections, and do not apply to sale items.. Please note also that even if an item is in your shopping bag, it can still be bought by another customer until you have completed your order.

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Is my personal information kept private?

Please be assured that all the information that you share with us is private and confidential. At no point will we share, rent or sell your personal information without your consent. Runway may use the information that you provide to inform you of new goods and services via email. If you prefer not to receive these emails, please click the unsubscribe link at the bottom of any Runway email you receive.

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What payment methods does Runway accept?

We accept Visa and Mastercard as methods of payment, processed online via our secure online DPS system. What countries does Runway ship to and how much does delivery cost? Runway offers $10 courier & handling throughout NZ, to Australia we charge $25 shipping and handling. All website prices are in New Zealand dollars and include GST.

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Does Runway ship to Post Office Boxes?

Please note, that we are unable to deliver to PO boxes as we require a signature upon delivery.

Is my package insured?

All items are insured against theft and accidental damage whilst in transit from Runway to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance.

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Can I Layby an item?

Sorry we do not offer a layby option online. However do call any one of our stores and you can arrange an in store layby over the phone.

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Where is my order?

We aim to dispatch all items within 24 hours. Estimated delivery times are to be used as a guide only and commence from the date of dispatch. Orders placed on Friday midday will be sent on the following Monday. Runway will contact you via email if the merchandise you have selected is not currently in stock. Please note that estimated delivery time does not include Weekends or Public Holidays.

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What if the item I purchased is not right?

If for any reason you wish to return or exchange your order, we are happy to exchange or refund any item purchased online (unless stated otherwise and excluding sale items), however, the following conditions do apply: You must notify store@runwayshoes.co.nz of your intention to exchange/return within 48 hours. Send goods back to us via a traceable method to: Runway Shoes & Accessories Nuffield St Newmarket Please note Runway do not take responsibility of any items lost in the process of returning to us and hence why we recommend a traceable method. We will raise a credit, exchange or refund you once the shoes or handbag has been returned and accepted by Runway. Return shipping costs are to be covered by the customer. All items must be in the condition that they were shipped, un-used and with all original tags and packaging attached. Please choose carefully when purchasing sale items, as no credits, refunds or exchanges will be made on sale goods.

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Can I return a sale item?

Sale items are non refundable but we will happily accept sale items back for an exchange.

Will I be refunded for the full value of my order?

All correctly returned products will be refunded to the original method of payment at the time of order, and will exclude original shipping costs. Refunds are processed straight away upon receipt of the returned goods but please be aware it can take up to 5 business days for the refund to appear in your account after it has been processed by our returns team.

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