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Footwear Warranty



Before reaching the points of sale, the most comfortable shoes in the world undergo various specialized processes and machinery, such as the Upper Flexometer - which determines the resistance of the material to bending - and the Hydrolysis Aging Test which assesses the behavior of the material in relation to chemical hydrolysis.


There could be two types of issues with footwear: 1) manufacturing defect and 2) ‘wear and tear’ is damage that naturally and inevitably occurs as a result of wear.


1) Manufacturing defect. In the law of products liability, a manufacturing defect is a defect in a product that was not intended. This kind of defect occurs when a product departs from its intended design and is more dangerous than consumers expect the product to be. Manufacturing defects typically pertain to issues in the materials or construction of the shoe that were present at the time of purchase.

Our manufacturing warranty covers usually a minor problem which prevent you from wearing shoes & covers the following:

1. Excess glue, wax or oil

2. Degumming or weak cementing

3. Abrasion marks

4. Asymmetry in shoes

5. The shoe was labelled and packaged with the incorrect size.

6. Protruding nail or sharp point

7. Attachment of soles to upper and of components of soles to one another

8. Durability of outsole – will not deteriorate, crack, or split under normal wearing conditions

We offer manufacturing warranty on the above issues.

We do exchange, replace or provide a refund for faulty goods, in accordance with the terms and conditions of our manufacturing warranty, and the relevant NZ legislation.


2) ‘Wear and tear’ are not covered under our manufacturing warranty and we recommend to consult a cobbler (shoe repair specialist).

We consider shoes have been worn if the date of the reciept past 10 days.

Wear and tear is damage that naturally and inevitably occurs as a result of normal wear or aging. Damage from wear and tear will not be covered. Please note, these are “worn” not defective by the manufacturer.

How a shoe wears will vary from person-to-person and depends on intended product use.

We lead busy lives, doing a wide range of activities out and about. This takes a natural toll on our footwear.

Shoes which worn daily and do not rest for at least 24 hours after being used, will generally experience faster wear. For example, if you work as a flight attendant and only wear one pair of shoe every day, do not expect shoes to last for a long time.

Shoe repair specialists recommend inspect your shoes about 3-4 months after you buy them and they advise alternating them. If your shoes normally last one year, buy a new pair when the first pair is 3-4 month old and alternate them. By alternating your shoes, you can detect the wear pattern and determine if they need any prevention work with a shoe repair to help them last longer.

Examples of non manufacturing defect. Important! Things that void manufacturing warranty:

• any alterations such as heel taps or resoling

• stitching or hardware failure due to being caught, hooked, snagged or other abnormal wearing accidents

• damages due to wear & tear may occur on the toe of the shoes & in the lines, painted or plated heels, resulting from how they are used. Please note, these are “worn” (mechanical fault), not defective by the manufacturer. Damage from wear and tear will not be covered

• normal wear on soles or heels due to individual wear patterns, or heavy wear associated with occupation (example: flight attendant with long 18 hours shift who does not alternating shoes/wearing shoes every day/not giving shoes rest for at least 24 hours after being used).

• fit issues that arise after the shoes have been used. Fit issues should be resolved before the shoes hit the trail. If you are in doubt about your new shoes, we suggest wearing them around the house for a few hours.

• returns on products which show wear and tear, these are “worn” not defective.

• high heeled shoes increase the pressure of the feet, which can cause natural discomfort. Situations of discomfort while wearing the shoes which do not stem from manufacturing defects are not subject to product replacement.


If you have any questions, please email us at

Alternatively, if you do not agree with our decision:

NZ Consumer Protection helpline

Ministry of Business, Innovation and Employment (MBIE)

Freephone: 0508 426 678 (0508 4 CONSUMER)


 Footwear Warranty Claim Form

Note: Please read all of our guidelines above before filling this form! Please email this form to:


Name: _________________________________________________________________________________________________________________________________


Phone: _________________________________________________________________________________________________________________________________


Email: __________________________________________________________________________________________________________________________________


Size: ___________________________________________________________________________________________________________________________________


Style: __________________________________________________________________________________________________________________________________


Purchase Date: _________________________________________________________________________________________________________________________


Store: __________________________________________________________________________________________________________________________________


Comment/Claim: _________________________________________________________________________________________________________________________












Requested Action: ________________________________________________________________________________________________________________________