Can I remove items from my order?

You can delete any unwanted items from your shopping bag, if the order has not yet been processed. Simply click ‘remove’ on the unwanted item in the shopping cart screen.

How can I be sure that I've made my purchase correctly?

Once you have placed your order, you will receive a confirmation email. If you do not receive an email, please contact us on 04 473 6052.

Can I cancel my order?

Once payment for your order has been completed, the order cannot be cancelled via our website. If you have processed payment for your order and wish to cancel the order, please contact us on 04 473 6052 the day the order was placed.

What should I do if I receive a faulty item?

We take extra special care to check every item before it leaves us. However, if you believe you have received faulty merchandise, please don’t hesitate to contact us on 04 473 6052 within 3 business days of receiving the item.

What should I do if I receive an incorrect item?

If you were to accidentally receive an item that you did not order, please contact us on 04 473 6052.

Can I cancel my subscription to the Ultra Shoes mailing list?

You can easily cancel your subscription by clicking on the unsubscribe link at the footer of our email newsletters. Fill in the details and select send.

How do I recover my forgotten password?

If you've forgotten your password, you can recover it in the Log-in section. Enter your e-mail address and we'll send you an e-mail telling you what you need to do from there.


What is Click + Collect

Click & Collect allows you to make a purchase online, but instead of having it shipped to you, you can collect it from the store allowing you to check the fit and saving you the shipping costs. Simply select ‘collect in store’ at checkout.

We will send you an email as soon as it arrives in store, this will take 2-3 working days from date of purchase.

After being notified of its arrival, you may pick up your purchase at your convenience within 14 days from the date of purchase.

Is it possible for me to track my order?

Whilst you can't track your order, we will email you every step of the way so you know exactly where your purchase is in the process. We will send an order confirmation email (print this out if you can, or save it) and an email once your order has been dispatched. Most importantly, we'll email you when your order is in store and ready to collect! If you have any questions at any stage, please don't hesitate to contact us on 04 473 6052.

Do I need to bring anything into the store, when collecting my purchase?

You will need your Order Confirmation we sent you via email; this could be printed out, or you can simply show us it on your mobile device. We will also require you to provide one form of identification. This can be a NZ Drivers Licence, 18+ Card, Student ID, Passport, or a Credit/Debit card (embossed with your name).

Can I try it on when I pick it up?

Absolutely. Our footwear experts in-store can help you make sure the fit is just right and advise you on the best way to care for your new shoes to ensure they stay looking fantastic!

What if I change my mind, or the size is wrong? Where can I return my order?

You can do this in store, or you can contact us on 04 473 6052 for a returns form and return your purchase to the store. They will advise you when it arrives and has been refunded.

How long will my order be held for?

We will hold your order in-store for 14 days from date of purchase. We know life gets busy, so we will send you a friendly reminder that your purchase is ready and waiting for you to collect. However, if we have done this and still don’t hear from you, then your order will be refunded in full and we will send you an email advising you of this.


We accept the following methods of payment:

Mastercard, Visa, American Express, LAYBUY and Mischief Gift Cards

Why might my credit card be refused?

Your credit card may be refused for any of the following reasons:

  • The card may have expired. Check that your card is still valid.
  • You may have reached your credit limit. Contact your bank to check that you have not exceeded the authorized purchase limit.
  • You may have entered some information incorrectly. Check that you have filled in all the required fields correctly.

Is it safe to use my credit card on the website?

Yes, the data is transmitted via SSL encryption. For payments with credit and debit cards, you are required to enter the CVV (Card Verification Value), a code printed on the card that serves as a security measure during electronic commerce transactions.

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