Refund policy

Return and Refund Policy

Change-of-mind returns

If your purchase is not quite right, you may request a return or exchange within 30 days from the date your order is dispatched. This change-of-mind policy applies to orders placed directly on comfortcoshoes.co.nz.

To qualify, items must be unworn, in fully resalable condition and in their original packaging. Please try shoes on indoors on a clean surface. Keep your order number or confirmation email so we can identify your purchase.

Outlet items and gift cards cannot be returned or exchanged for a change of mind. Other sale or promotional items may have different terms where these were stated at the time of purchase. We cannot process returns for products bought from another retailer or from one of our other countries’ websites; please contact the retailer or website where you purchased them.

How to start a return

For orders placed from 26 June 2026, visit our Returns & Exchanges page, select Start a return or exchange, and enter your order number and email address. Choose the items you wish to return and request a refund or exchange. Please start the request in the portal before posting anything back.

Once your return is approved, we will email your return label. Use the return address shown on that label. Pack the shoes in their original box, then place that box inside a shipping carton or satchel.

Return postage and Checkout+

If you added Checkout+ to your order, return postage is included and an approved prepaid label will be emailed to you. If you did not add Checkout+, you can purchase a return label through the returns portal when you make your request. Original delivery charges are not refunded for a change-of-mind return.

Exchanges

You may request a different size or style, subject to availability. An exchange can be for an item of any value. If your selected replacement costs more, we will confirm the additional amount and receive payment before dispatching it. We will confirm any other price difference with you before finalising the exchange.

If the item you selected for an exchange is unavailable, we will issue store credit for the approved return value. You may use that credit towards another purchase.

Refunds

If you request a refund and your change-of-mind return is approved, we will refund the eligible amount to your original payment method after we receive and inspect the item. We usually process refunds within 3–5 business days of receiving the return, although this can take longer during promotional periods. Your bank or payment provider may take additional time to show the funds.

Faulty, damaged or incorrect items

If an item is faulty, damaged, or not what you ordered, email info@thecomfortco.co.nz with your order number and details of the problem. We will explain the next steps and provide the remedy required under New Zealand law. Where applicable, this may be a repair, replacement or refund. If the item is confirmed faulty or was sent incorrectly, we will address reasonable return costs as required by law.

The 30-day change-of-mind window, original-packaging condition, and change-of-mind exclusions above do not limit your rights under the Consumer Guarantees Act. These rights can apply after 30 days and to Outlet items. NZ Consumer Protection, Commerce Commission

Contact us

For help with a return, exchange or refund, email info@thecomfortco.co.nz. Please include your order number and the email address used at checkout.