Frequently Asked Questions

You may return or exchange your merchandise for any reason within 30 days of purchase so long as the original purchase was made on www.comfortcoshoes.co.nz. Returns for refunds will be credited to the original form of payment. Please allow up to 3-5 days for the credit to show on your statement. Original shipping charges are not refunded. Please note that return shipping costs are at the customer's expense.

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

You may return or exchange your merchandise for any reason within 30 days of purchase so long as it is in a resalable condition. Returns for refunds will be credited to the original form of payment. As soon as we receive your parcel your return will typically be processed within 5 working days. (Times may vary during promotional periods). Original shipping charges are not refunded. Visit our returns page for more information.

PFor shoes purchased through our website, we offer one free return / exchange for each order, within 30 days from the date of delivery.

Please contact our Customer Service team through between Monday - Friday at info@thecomfortco.co.nz and we will assist you from here.

No, we do not offer free returns for orders placed in New Zealand. Customers are responsible for the cost of shipping items back to us. If you need assistance with the returns process, please contact us at info@thecomfortco.co.nz and we will be happy to help you.

Available Shipping Methods:

*Shipping time does not include processing time (typically 24 - 48 hours). Orders can ship from our New Zealand warehouse or Australian warehouse.

We strive to ship orders as quickly as possible. We typically ship all orders after 6pm NZST the following business day. For example, if you place an order on Tuesday at 7pm NZST, your order will ship out on the following business day (Wednesday).

Please refer to our Shipping Page for more information.

No, we do not ship or deliver orders over the weekend. Please keep this in mind when placing your order, especially when placing your order over the weekend or close to the weekend.

Please refer to our Shipping Page for more information.

No, we currently do no ship internationally from our website. Please visit our Australia Website or the Singapore 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.

Yes, absoutely! Once we have processed your order, you will receive a confirmation email from our office, with your Tracking Number. All orders are shipped via Aramex.

We accept card payments, Instant Checkout, PayPal (AU & NZ Only) and Afterpay (AU Only).

Yes, all of the stock we have available shows online if you cannot see it online, this means it is out of stock. We may restock a style, but it is unlikely, feel free to reach out and check.

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

1. Check the status of an individual order by using our Track an Order page. All you will need is your order number and the email you used when placing your order. You can find your order number in your order confirmation and shipment confirmation emails.
2. You may also sign in to 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.

You can also contact us Monday-Friday from 11:00am and 6:00pm NZST to check the status of your order.

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 that only one promotional code can be used per order, and that certain codes require being signed in to your account.

No, our checkout only accepts one discount code per order, so make sure you check the code you want to use has applied at the checkout.

No, we cannot apply discount codes to an order once it is placed, so please ensure your discount code has applied before placing your order.

Our ordering and fulfillment system is designed to process and ship orders as quickly as possible and therefore orders are unable to be edited or cancelled by our customers after being placed. Visit our returns page for more information about making a return/exchange.

Once an order has been placed, you cannot change the address under your account but luckily there is a small window from the time you place the order to the point it is ready to be shipped out that we can try and update the address for you.

The fastest and best way to update an address on your order is by chatting with us using our chat system or call our customer service team on 0800 827 954 and we'll do our best to help you 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.

Please ensure you have selected the Size, Colour and the Width (if needed).

Please ensure you have entered all of your details correctly. Check which browser you are using, please try and use Google Chrome as this is the most compatible browser.

Have you used auto-fill for any of your details, this includes selecting any options from a drop-down? If so, refresh the page and manually type all of your details in, without selecting any auto-fill options.

If you have tried all of these things, and your order still will not go through, please contact us via chat or phone at 0800 827 954.

If your credit card was declined by our system, you may see an "authorization" on your debit/credit card. We have not taken any money from your account. This is simply an authorization 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 authorization to disappear from your account. If you contact your card issuer or banking institution, they may be able to provide you with more information.

No, you do not. However, there are many benefits if you do, including maintaining an order history, earning and spending reward points, and saving your details for a faster checkout process. Please create an account before checking out to earn points for that order.

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 visit our Privacy Policy page.

Our postal address is:

2 Jepsen Grove
Trentham, Upper Hutt 5018
New Zealand

If you feel that this site is not following its stated information policy, you may contact us at 0800 827 954 or info@thecomfortco.co.nz

Yes, we have an email newsletter! Sign up and be the first to know about sales, special promotions, tips, trends and more.

Plus you receive a FREE SHIPPING voucher! Join our list here.

*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.

Please note discount cannot be applied after purchase, so please be sure to add it at your next checkout.

These two are different from each other. We do recommend having a customer account and being subscribed to our newsletter for maximum benefits (plus a 10% discount after subscribing to our newsletter) when shopping with us!

Simply go to My Account and click "Forgot my password?". Type your email address in the field and click "Submit".

You will receive an email that will have a link where you can reset your password. Make sure your new password is:

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

Your username is your registered email address with us that is associated with your latest order.

No, we do not restock sale items, these are old season lines.

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 odor and effectively clean and deodorize footbeds by stopping cell growth and multiplication of bacteria and fungi which can cause odor and itchiness.

Preventative measures are best here. But in the event that you do find your sandals have taken on an odor, 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. 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.