Customer Service

Payment

Online Payment

You can purchase from the Eden Shoes online store and know that your credit information is safe.  Eden Shoes uses payment hosting company DPS.  DPS uses a variety of technologies and procedures to help protect personal information from unauthorized access, use or disclosure. For example, DPS stores the data in computer servers with limited access that are located in controlled facilities secured by the latest in surveillance and security technology. When DPS transmits sensitive information (such as a credit card numbers), DPS protects it through the use of encryption, such as the Secure Socket Layer (SSL) protocol. Credit card details stored onsite are encrypted using 168bit 3DES encryption. DPS is a level 1 certified PCI-DSS compliant provider.

Internet Deposit:

You can pay by internet deposit. Please make your payment (including applicable courier) into our bank account number 12-3048-0434944-00 in the name of Paul Ferris Limited.  Please use your name as a reference.  Your order will be sent out as soon as the payment shows.

Telephone Order

If you do not wish to order via our DPS payment page, you can pay by credit card by calling us on 09 638 3401 with your credit card details or by e-mailing us at info@edenshoes.co.nz. If you would like us to call you, please email us your contact number and we will contact you as soon as practicable.

Shipping

We ship your purchase to a home or work address promptly.  If you are unsure which shipping option to use, please ask.  If you choose the wrong shipping option, your order will not be sent until the correct amount has been paid.

New Zealand shipping

Courier prices (for one or more pairs of shoes in the same parcel) are as follows:

  • Courier delivery within Auckland area (Orewa to Pokeno) - not Rural Delivery or Waiheke Island (next working day): $5
  • Courier delivery Waiheke Island/Auckland Rural Delivery (Orewa to Pokeno) (2-3 working days):  $13
  • Courier delivery within North Island - not Rural Delivery (next working day): $9
  • Courier delivery within South Island - not Rural Delivery (two working days): $9
  • Rural delivery (2-3 working days) anywhere in New Zealand: $13
  • FREE DELIVERY when you spend $250

Any orders received after 2pm may be dispatched the following working day, although we will do our very best to send out the same day.

Sorry, we are unable to deliver to PO boxes.

You can check if your address is rural delivery here.

International shipping

For all international orders please use your credit card (Visa and Mastercard) for payment rather than bank deposit.

  • Australia - One Pair Shipping & Handling - NZ Post Airmail - 3-6 working days - Untracked:  $20
  • Australia - One Pair Shipping & Handling - NZ Post Economy Courier - 2-3 working days - Tracked:  $35
  • North America/Canada/UK/Europe - One Pair Shipping & Handling - NZ Post Airmail - 6-10 working days - Untracked:  $45
  • North America/Canada/UK/Europe - One Pair Shipping & Handling - NZ Post Economy Courier - 5-6 working days - Tracked:  $70

For international shipping to countries other than those listed above, or if we do not have your country on the checkout list, please email us (info@edenshoes.co.nz) to see whether we are able to ship to your country and we will also confirm the cost of postage. Please let us know what you wish to order at the time of emailing to assist with this.

International orders are usually dispatched within one working day.

Returns Policy

Exchanges:

Eden Shoes will gladly exchange any footwear that complies with ALL of the following conditions:

  • Has been purchased from Eden Shoes
  • Unmarked
  • Unworn (just tried on inside for a brief time)
  • Is still in the original packaging (e.g. shoe box)
  • Has been purchased in the last 7 days

We are unable to accept back product that:

  • Has been worn
  • Has been marked or damaged after purchase

All freight costs to return the goods will be covered by the customer.

Please address returns to:

Eden Shoes
110 Mt Eden Road
Mt Eden
Auckland 1024
Ph.  09 638 3401

Refunds

Eden Shoes will happily refund the original purchase price (excluding freight costs) of any unwanted products purchased via our website that comply with all the conditions listed in the Exchanges section of this Returns Policy.  If you have spent over $250 and received free delivery and then return a pair which takes the total to less than $250, the courier charge will be deducted from your refund.

Refunds will be issued in the same tender as the original purchase e.g. if you pay by credit card the refund will be paid onto the same credit card.

Refunds will be issued once the goods have been returned to Eden Shoes and Eden Shoes confirms that they meet the conditions listed in the Exchanges section of this Returns Policy.

All freight costs to return the goods will be covered by the customer.

Faulty Goods:

Any product purchased from Eden Shoes that has a manufacturing fault will be repaired or replaced at Eden Shoes expense so long as the original proof of purchase is provided by the customer.  This includes freight costs to return the product to Eden Shoes to a maximum of $10 and for Eden Shoes to return the product to the customer.  It is at Eden Shoes discretion as to whether a faulty product is repaired or replaced.

If the fault is through fair wear and tear, as assessed by Eden Shoes, all costs for repair and freight will be charged to the customer.

If a product cannot be repaired and a replacement is not available the customer will be given the choice to exchange the faulty product for any other Eden Shoes product or receive a full refund including freight costs.  If the customer chooses to exchange the faulty product for one that is of a different value, the difference if more will be paid by the customer.  If the replacement product is of a lesser value Eden Shoes will refund the difference.

Privacy Policy

We respect your privacy.  Eden Shoes does not share, sell or distribute customer contact information unless otherwise required by law.  In accordance with the Privacy Act 1993, you have the right to access, correct or remove any of your personal information.  Unsubscribe here:


 

Colour

The colours of our products are as accurate as our technology allows and are affected by factors beyond our control such as individual monitors.  We therefore cannot guarantee that the colours you see will be accurate.