FAQS

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.

PAYMENT

We accept the following methods of payment:

Mastercard, Visa, Afterpay, LAYBUY and Ultra 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.

GIFT CARDS

Where can I get an Ultra Gift Card?

At Ultra Shoes online. On the website, you can choose either a physical Gift Card or an

E-Gift Card.


What are the General Terms & Conditions of use for Ultra Gift Cards?

You can find these here

How long is my Ultra Gift Card valid for?

Your Ultra Gift Card is valid for 12 months from the date of issue.

Where can I use my Ultra Gift Card?

You can use it online Ultra Shoes or online at ultrashoes.co.nz


Where can I check the balance of my Gift Card?

You can check your Gift Card balance here

What happens if I lose my Gift Card?

The Ultra Gift Card is the responsibility of the holder and will not be replaced if stolen, lost or damaged.


Can I add to the original balance of my Gift Card?

No.  

How do I use my Gift Card online?

Select the payment method 'Gift Card' and enter the Gift Card number and PIN, then click the ‘Activate’ button. 

Do I need to activate a Gift Card bought at Ultra Shoes or online at ultrashoes.co.nz?

No, your Gift Card is active from the point of its purchase.


Why could my Gift Card be rejected?

Your Gift Card could be rejected for the following reasons:

·       The card may have expired. Check that your Gift Card has not exceeded its expiry date.

·       There could be no balance left on your Card. You can check your Gift Card balance here 

·       The details entered could be incorrect. Check that you have filled in all the required fields correctly.

Do I need to keep my used Gift Card?

No, there is no need to retain the Gift Card once the full balance has been redeemed.

Can I return a physical Gift Card and an E-Gift Card bought online?

No, Ultra Gift Cards are subject to no returns. 


What happens if I return an item bought at ultrashoes.co.nz with an Ultra Gift Card?

A new Gift Card will be issued, to the value of the original purchase amount of the item/s being returned.