Refund policy
Returns and Exchanges:
Because this is a clearance sale, no exchanges or returns are accepted for change of mind, size, or colour (for the shoes on sale).
This does not affect your rights under the New Zealand Consumer Guarantees Act 1993 (CGA). If your shoes are faulty or defective, we will replace them for you.
Customers are responsible for return freight when goods are sent back for inspection.
If a fault covered by the CGA is confirmed, provide a prepaid return label.
For non-sale shoes
It is important that you are 100% happy with your choice of Orba Shoes.
If, for whatever reason, you’re not happy with your purchase, we will exchange it or refund it. Simply start your return or exchange within 30 days of delivery and we will remedy it for you.
To be eligible for a return, your shoes must be in the same condition that you received them, unworn or unused, with tags, and in its original packaging. You’ll also need your order number as reference.
Please note: Our Development Edition black sole Ghost are sold at a reduced price due to potential wear issues related to the sole and are not eligible for return or refunds. However, you are welcome to exchange them for a different size of the same colour if needed, subject to availability.
New Zealand Returns
- Log in to your account using your email and order number. [LOGIN HERE]
- Select the order you'd like to return and click "Request Return."
- In the Notes section, enter the EU size you want to exchange for, or type "REFUND". If the order has multiple pairs, please specify which.
- Once approved, we’ll email you a printable return label within 2 business days.
- You can either book a collection with NZ Couriers or drop it off at the post office.
If the "Request Return" button isn't available or you ordered at an expo, please contact us at hello@orbashoes.eco or call 0800 67 22 32.
Include your purchase details, return reason, desired EU size (if exchanging), and your current address in the email.
Returns sent without prior approval may not be accepted.
International Returns
The cost for all international returns and exchanges will be at the expense of the customer.
If you wish to return an item from overseas, please contact us for a return number and our return address.
Damages
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can make it right.
Refunds
We will notify you once we’ve received and reviewed your return, and let you know if the refund is approved or not. If approved, you’ll be automatically refunded by way of your original payment method. Please remember it will usually take 2-3 days but in some cases up to 10 days for your bank or credit card company to process and post the refund too.
Exchanges
We will notify you once we’ve received and reviewed your return, and let you know if the exchange is approved or not. If approved, you’ll be sent the replacement Orba Shoes that you've requested or a unique code to order a new pair through our online store.
How to Contact Us:
Please email hello@orbashoes.eco with your order number, a brief description of the issue, and supporting photos before returning any goods.
We’ll guide you through the process.