How Can We Help?

Please note, shipping time does not include processing time (typically 24-48 hours). Orders are typically processed within 1 business day* after payment confirmation, but please note that delays may occur during promotional periods.

Business days refer to Monday-Friday, excluding major holidays.

For more information, please refer to our Shipping Page.

Once we have processed your order, you’ll receive a confirmation email with a tracking link so you can easily track your order!

Standard shipping is $7. Free standard shipping applies to orders of $149 or more, based on the cart total before shipping.

At The Comfort Co. (New Zealand), we partner exclusively with Aramex to provide fast and reliable delivery across the country.

We do not ship to P.O boxes. Please provide a residential or business address at checkout.

Free standard shipping applies when your cart total is $149 or more, before shipping charges, including items dispatched from Australia. Otherwise, standard shipping costs $7.

We do not ship or deliver orders over the weekend. Please keep this in mind when placing your order and refer to our Shipping Page for more information.

We currently do not ship internationally. Please visit our Singapore Website, Australian Website, or our US Website to ship within those countries.

Most orders are shipped directly from our New Zealand warehouse. However, some orders may be fulfilled via drop shipping from our Australia warehouse depending on stock availability. Either way, we strive to get your order to you as quickly as possible.

BLACK FRIDAY

Shipping timelines remain the same depending on the freight network, however, please allow for up to 5 working days for dispatch during busier periods.

You may return or exchange your merchandise for any reason within 30 days from the date your order is dispatched, so long as the item is still in resalable condition and the original purchase was made on www.comfortcoshoes.co.nz. Return postage is included if you added Checkout+ to your order. Otherwise, you can buy a return label in the returns portal. Original shipping charges are not refunded.

PLEASE NOTE: We cannot process returns or exchanges for purchases made through other retailers.

*Outlet items are final sale and cannot be returned or exchanged.

Refunds are usually processed within 3–5 business days (times may vary during promotional periods) after the return is received. Returns for refunds will be credited to the original form of payment, but please note original shipping charges are not refunded.

Start your return or exchange in our NZ returns portal using your order number and email.

Rewards Points will not be returned when processing refunds, unless the item has been returned under faulty circumstances.

We accept card payments (including American Express, Visa and Mastercard), Google Pay, Apple Pay, Union Pay, PayPal (AU & NZ only), and Shop.

If your card was declined by our system, you may see an "authorisation" on your debit/credit card. We have not taken any money from your account, this is simply an authorisation of funds. No money is taken from your account until your order ships. In the case of a declined debit/credit card your order has not been accepted into our system and will therefore not be charged. Please allow 24-48 hours for the authorisation to disappear from your account. If you contact your card issuer or banking institution, they may be able to provide you with more information.

All of the stock we have available shows online, so if you cannot see an item this means it's out of stock. We don't usually restock items, but feel free to reach out and check!

There are a few ways to check the status of your order:

1. Using the order number we send out in your confirmation email, track the status on the carrier's website
2. Sign into your account and view the status of your order. Please keep in mind that orders placed before the creation of your account will not show up in your account
3. Reach out to our friendly Customer Service team Monday-Friday 8:30am-3:30pm NZST or send us an email at info@thecomfortco.co.nz

If you have a promotional or coupon code that you would like to redeem, please enter it in the "Have a Coupon Code?" box in your shopping cart during checkout.

Please note, only one promotional code can be used per order and some codes may require being signed into your account.

Our checkout only accepts one discount code per order, so please make sure you check the code you want to use has been applied at checkout.

Unfortunately, we cannot apply discount codes to an order once it has been placed so please ensure your discount code has been applied before placing your order.

Our ordering and fulfillment system is designed to process and ship orders as quickly as possible, so orders are unable to be edited or cancelled by our customers after being placed. Please visit our Returns & Exchanges page for more information about making a return/exchange.

Once an order has been placed, there is a small window from the time of placing the order to the point it's ready to be shipped out. We recommend reaching out as soon as possible using our chat system or calling our customer service team on 0800 827 954 and we'll do our best to help out.

You can remove items from your cart by simply pressing the remove button or the trash can next to the item in your cart.

If the product is in stock, please make sure you have selected the Size, Colour and Width (if needed).

If your order won't go through, there's a few things you can try:

• Ensure you have entered all of your details correctly
• Check which browser you are using - we recommend using Google Chrome as this is the most compatible browser for our websites
• Have you auto-filled any of your details, including selecting any options from a drop down? If so, try refreshing the page and manually entering in your details without any auto-fill options

If you have tried all of these things, and your order still won't go through, please contact us via chat or phone on 0800 827 954.

Check the size guide on each product page, or contact us for fit advice.

Simply go to the login page and click “Forgot my password?” to reset via email. You will receive an email that will have a link to reset your password. Make sure your new password is:

• 8 alphanumerical characters (A-Z, 0-9) or more
• A combination of uppercase, lowercase characters and symbols (eg. !, $, #, @, &, *)
• Does not contain easily guessable phrases, common words, or sequential patterns like "password" or "12345"
• Uniquely different than your previous passwords but easy to remember for you

You don't need an account to place an order, but there are many benefits if you do, like:

• Maintaining an order history
• Earning and spending rewards points
• Saving your details for a faster checkout process
• Creating a wishlist

Please create an account before checking out to earn points for that order.

Your username is the email address that you signed up with.

Rewards Points will not be returned when processing refunds, unless the item has been returned under faulty circumstances.

Your options to redeem are:

• 100 points for $5 NZD
• 200 points for $10 NZD
• 400 points for $20 NZD
• 1000 points for $50 NZD

Sale items are old season lines, so we do not restock them.

Unfortunately, all offers available on our website cannot be applied retroactively.

To clean our products, we recommend you wipe with a damp cloth and air dry under indirect sunlight. We DO NOT recommend the following:

• Submerging in water or using solvents to clean products
• Exposing products to extreme temperatures
• Commercial dry cleaning or home wash/dry laundry machines

Eliminate odour and effectively clean and deodorise footbeds by stopping cell growth and multiplication of bacteria/fungi which can cause odour and itchiness. Preventative measures are best here, but in the event that you do find your sandals have taken on an odour, we recommend giving the footbeds a good scrub with a mild soap diluted in warm water. Be sure to let your shoes air dry naturally and do not place them near a heat source or in direct sunlight.

Most people will find our shoes and orthotics comfortable right out of the box. For others, their experience may be different. In these cases, for the greatest comfort we recommend wearing your new footwear for just a few hours for the first few days to allow your feet to adjust to the new level of orthotic comfort and support. Within one to two weeks, you should find the product completely comfortable and supportive.

With respect to security, we have appropriate security measures in place in our physical facilities to protect against the loss, misuse or alteration of information that we have collected from you on our website. For more information, please read our Privacy Policy. Our postal address is 1 Gateway Court, Coomera, Queensland, 4209. If you feel that this site is not following its stated information policy, you may contact us on 0800 827 954 or email us at info@thecomfortco.co.nz.

Yes, we do! Sign up and be the first to know about sales, special promotions, tips, trends and more. Plus, receive FREE SHIPPING* on your next order when you join!

*Please note, discount code may take up to 45 minutes to be received into your inbox. Make sure to also check your junk folder and mark us as a 'safe sender'. Discount code cannot be applied after purchase, so please be sure to add it at your next checkout. This offer is only valid for new subscribers.

These two are different from each other. We do recommend having a customer account and being subscribed to our newsletter for maximum benefits when shopping with us!

Our chat system is monitored by live agents, so please make sure to stay kind! Our chat is live on weekdays (excluding relevant public holidays) between 9:00am and 3:30pm NZST.