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Frequently Asked Questions

Orders & Shipping

  • How do I know that my order has been placed?

    An order confirmation will be sent to the email address you provided when placing the order.

    If you have not received an email, the order has not been processed or an incorrect email address has been given.

    Please also check to make sure that the order confirmation has not ended up in your “junk mail” folder.

    If you are still in doubt, please contact our Customer Service team and we will be happy to assist you – contact us.

  • How can I track my order?

    Once your order has been dispatched, an email will be sent to the email address provided when placing the order notifying you that your order is on the way. You can click on the tracking number provided to track your order with NZ Post.

  • How do I add to or change my order?

    Your order cannot be modified once it has been placed.
    To add more products, please place a new order.

    If you want to change your order and it has already been dispatched, you will need to return the product and place a new order. For assistance, please contact our Customer Service team - contact us.

  • How do I cancel my order?

    Our goal is to get your order shipped as soon as possible. As a result, orders cannot be cancelled or modified once they are placed. If you have questions about making a return, please see to our Returns information page or call Customer Care at 09 377-2622 during normal business hours.

  • How long does delivery take?

    Once your order has been dispatched, typically deliveries take 1-2 working days. Please note rural deliveries may take longer to arrive. 

  • Do you ship internationally?

    Due to distribution rights, we are unable to ship overseas. We apologise for any inconvenience caused.

Returns

  • How do I return an item?

    Returning an item or a size that you ordered but no longer want is a change of mind. Online Purchases can be returned to ASICS. Click here to see the full returns policy and process.

  • Can I return my online order in store?

    Online orders can only be returned to our ASICS Commercial Bay store in central Auckland.

Promotions

  • How do I use a Promotion Code?

    If you have an ASICS promotion code, you can enter it while viewing your shopping cart.

    1. Click the "View Cart" button
    2. Locate and click on the “Enter Promotion Code” section below "Order summary"
    3. Enter the promo code in the box using capital letters and including dashes Click “Apply”

    The promotion code discount will be reflected in the TOTAL amount and will also show as a discount beneath the Subtotal.

    If you are having issues with the promotion code, review the terms and conditions to ensure the code can be applied to the specific product(s) you are purchasing.

    You may also contact our Customer Care team at 09 377-2622 and we will be happy to assist you. Please note that we are unable to apply the promotion code after the order has been placed.

  • Why is my promotion code not working?

    Please make sure you check the conditions of the code, as some promotions will exclude certain products or sale/clearance items. Please ensure you are redeeming your code in the textbox that has 'Enter Promotional Code'. If you are still unsure, please contact our Customer Service team.

  • Can I purchase an ASICS Gift Card online?

    Unfortunately, we do not offer ASICS gift cards online. If you wish to purchase a card, you can visit our ASICS Commercial Bay store.

  • Can I use an ASICS Gift Card online?

    ASICS gift cards purchased at our ASICS Commercial Bay store can only be used in store. We apologise for any inconvenience caused.

Payment Information

  • What payment methods do you accept?

    We use Afterpay as well as Windcave, and accept Visa, MasterCard, American Express, ASB True Rewards and all other cards supported by this system. We do not accept phone payments, Prezzy Cards, checks or cash at this time.

  • How do ASB True Rewards work?

    Using In Store
    The True Rewards dollars on your True Rewards card are like cash. You can use them in store, just like you would with an EFTPOS card. Anything you can get in store, you can buy instantly using your True Rewards card.

    Using Online
    Simply use your True Rewards card the same as you would your ASB Rewards credit card.

  • Can I use my international credit card to purchase online?

    Unfortunately, we are unable to process your order with an international credit card.

  • Can I split my payment online?

    Unfortunately, payment must be made in full in one transaction.

Products

  • Do you stock Onitsuka Tiger?

    AOP Australia have taken over the distribution rights therefore, Onitsuka Tiger will no longer be sold in New Zealand. We apologise for the inconvenience.

  • Do you have this style in store?

    If you are after a particular style please contact the store directly. You can find store details through our store finder. Styles may differ from online to stores.

  • Do you have this style in the ASICS Commercial Bay store?

    You can check whether a product is in store by clicking the ‘Check Store Availability’ button under ‘Add to Cart’ on the product page.

  • Another NZ retailer has a style, but I can't find on the ASICS NZ website?

    Some styles are exclusive to our NZ retailers and are not supplied on our site. This includes the GEL-CONTEND & GEL-VENTURE.

  • What sizes do your shoes go by?

    The sizes listed on our website are in US sizing. To check the conversion between UK, EU & cm length, check out our Size Guide.

  • Do you sell replacement laces?

    Unfortunately, we don't stock or supply replacement ASICS laces.

  • Why do you use RFID Technology in some of your products?

    ASICS applies RFID tags to some products for operational efficiency and product management. The RFID tags do not carry or store any personal data which could identify individual customers to us. We only store product specific information such as the product code on the RFID tag. This information is not linked to a customer, or to customer transactions. Please note: If your original order never shipped, you may see a temporary authorization charge and not an actual charge. Please refer to the Temporary Authorization Charges section for more information.

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