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A message from Team Wittner

Store Updates

Our Auckland store is currently closed in line with the city's government-mandated lockdown. We expect to reopen on Sunday the 7th of March, in line with the lockdown lifting.

Community Safety

The safety of our community is of utmost importance and we have implemented new processes to protect our customers and team members.

Our team members across Australia are following all mask recommendations put in place by state governments. We have also implemented more frequent cleaning processes and hand hygiene requirements, including hand sanitiser for customers and team members in-store.

Social distancing measures apply in every store and in NSW and VIC we currently have scannable QR codes and request that customers check-in upon coming to shop with us.

Customer Service

Our Customer Service Team are working hard from their home offices to get in touch with every customer that has contacted us. As a result of a significant increase in enquiries and scaled down resources, we are experiencing a slight delay in response times and we appreciate your patience with this.

As the support office is closed, we are unable to take phone calls and are also unable to provide real-time responses to LiveChat enquiries. If you have a question, we recommend first visiting our FAQ pages or getting in touch via support@wittner.com.au.

Online Orders

We are thrilled to have the ongoing support of our Wittner community and are experiencing high demand in our online store. In order to protect the health and safety of our staff, we are working with smaller than usual teams so that we can maximise the workspace for each member. This means it might take a little longer than usual for you to receive your shoes, however standard domestic delivery should take 3-10 business days to arrive, dependent on courier delays. International deliveries are subject to further delays and you can find more information on our delivery page.

The health and safety of our customers is equally important to us and we have a number of processes in place for your protection. These including wiping down shoes prior to sending them and working with delivery partners who have contactless delivery capability for everyone's protection.

We will continue to process returns as we receive them and appreciate your patience during this period. Should any customers who cannot get to a store wish to make a return, you can do so via our online returns portal here.

 

FAQs

Why haven't I received my order confirmation email?

 

Please check your spam, junk or promotional folders before getting in touch. These emails are automatically sent out when the order is placed online but sometimes ends up in the wrong place!

I haven't received my shipping details - is there a problem?

 

You will receive your shipping details when the order is scanned by our courier. Sometimes this can take a few days due to high demand. If you haven't received tracking details within 5 days of placing your order, first check your junk folder and then reach out to Customer Service if the email is not there.

I only received part of my order - where is the rest?

 

Sometimes we have to ship orders from multiple locations and send two or three parcel instead of one. You should receive shipping details for every package, however, if this doesn't happen we recommend waiting 1 or 2 business days after receiving your first package before reaching out to Customer Service with your enquiry.

My shoes aren't quite right - can I return them?

 

Yes! You can return your shoes in-store or, if there is no open store near you, via our online returns portal here.

Can I exchange my online order?

 

Yes you can! You will need to return your shoes via our easy-to-use returns portal. Make sure you fill out the returns slip provided, indicating that you wish to exchange your item rather than refund it. We will then send your replacement out, free of charge.

How can I contact Customer Service?

 

You can contact our Customer Service team via LiveChat or by emailing us at support@wittner.com.au At the moment we are experiencing a delay in response times and may take 5 to 7 business days to respond. We thank you for your patience.

I haven't heard back from Customer Service - what should I do?

 

If you sent your enquiry more than 5 days ago then we encourage you to follow up in case it has been missed. Alternatively, you may find the answer to your question in our FAQs.