Yes it is. We use SSL technology which encrypts your information whenever we are receiving or transferring your details on our website.When making an online purchase a small padlock symbol will appear on your screen in front of the URL in the payment section of the checkout. This indicates that the SSL security system is operating throughout your transaction. This encrypting ensures that your details cannot be read by, or altered by outside influences.
Please be aware we take fraud seriously. All credit card and debit card holders are subject to validation and authorisation by us and the card issuer.
You can place an order online, over the phone or with the help of our friendly staff in any Number One Shoes, Hannahs, Superstore or Hush Puppies store.
Once you’ve completed your order online, you’ll receive an order confirmation email. If you don’t receive an order confirmation email within 24 hours of ordering, we suggest you check your email spam filter and junk folder in case our email has been directed there.If this isn’t the case, then we may have an incorrect email address for you. Please contact us and we’ll look into this for you.
Once an order is placed we're unable to make any changes to it including changing item colours and sizes, applying a discount code or removing items from your order. We can cancel your order if it hasn't been dispatched so that you can place a new order with the correct details.
If your incorrectly placed order has already been dispatched you will be able to return it for a full refund or exchange it for the correct items/size.
If your order hasn't been dispatched we may be able to change the delivery address. Please note that we can't change orders from a Click & Collect order to a delivery order or vice versa.If your order has already been dispatched you will be able to request a redirect to the correct address via NZ Post. To request a redirect you need to have a New Zealand Post account. Find out more here: Redirecting my parcel
For all requests to change a delivery address or cancel an order so that you can place the correct order please email us at webstore@hannahsandnumberoneshoes.co.nz or phone 0800 462 264. Our contact hours are Monday to Friday from 9am to 5pm.
You may be able to cancel your order if it hasn’t been dispatched. Please call our Customer Care Team on 0800 426 624 or email webstore@hannahsandnumberoneshoes.co.nz to check your order status.
Please note: When you place an order with us, you will be charged for your purchase as soon as you click the PLACE ORDER button in the checkout. An order confirmation will be sent via email to confirm your order and payment. If you cancel your order, it may take up to 5 business days for your bank or card issuer to make your funds available to you again.
We are pleased to offer a variety of payment options for our customers. When shopping online or in store we accept debit cards, Q Card and major credit cards; VISA, MasterCard and American Express as well as the Buy Now Pay Later services Afterpay and Laybuy.
Click here for more details on Afterpay
Click here for more details on Laybuy.
We also accept Number One Shoes, Hannahs and Hush Puppies gift cards online and in store.
Farmlands cards (Hannahs only), Farmers, WINZ and selected mall gift cards are accepted in store but not online. Please contact your local store directly to confirm which mall cards they accept.
You will be charged for your purchase as soon as you click the PLACE ORDER button in the checkout. An order confirmation will be sent via email to confirm your order and payment.
A GST tax invoice will be sent to you via email once your order is complete. This will include all items successfully dispatched to you as part of the order. If for any reason we are unable to fulfill your order in full, you will be refunded back to your original payment method for any items you have not received.
For credit or debit cards it may take up to 5 working days for the refund to appear back in your account depending on bank processing times.If your order was placed within one of our stores your refund will be processed back to store credit. You will need to visit one of our stores who will be able to refund the store credit back to you in person or you may use this credit towards another purchase.
Sorry, we are not able to accept cheques as a method of payment in store or online.
Unfortunately, we do not offer traditional layby, however, we're confident you'll be happy using Laybuy.com or Afterpay to make your in store or online purchase.
Laybuy and Afterpay allow you to receive your goods straight away while paying off your purchase in weekly instalments. There is no interest or fees.
All prices displayed are GST inclusive and displayed in NZD.
You need to enter your voucher code in the checkout. Under the payment section, you’ll see a field with the heading “Add Voucher or Gift Card”. Enter the voucher code in the field and click “Apply”. You must enter the voucher code when you checkout as it can’t be applied after you’ve completed your order.
You may not have entered your voucher code during the checkout process. You may have used the voucher code on a previous order. The voucher code may have expired.
No. Unfortunately we can’t amend orders after they have been placed. If you forget to apply your discount code you will either have to request to cancel your order and place it again or you will need to wait and use your discount code on your next order.
Please note we can aim to pack and dispatch orders as quickly as possible. We can’t guarantee that we will be able to cancel your order if your order has already started processing.
New Zealand Delivery Orders: We charge a non-refundable delivery fee of $7.50 for orders under $75 and offer free shipping on orders over $75.
Australian Delivery Orders: We charge a non-refundable delivery fee of $20.00 for orders under $150 and offer free shipping on orders over $150.
New Zealand Same Day Click & Collect Orders: FREE
New Zealand Collect In Store (1-3 Days) Orders: If stock is not in your chosen store, we will ship your shoes to your chosen store (1-3 business days). We charge a non-refundable delivery fee of $7.50 or is FREE on orders over $75.
We only ship to New Zealand and Australian addresses. Unfortunately we are unable to ship to other countries.
Please note that the following brands can't be shipped to Australia: Hush Puppies, Clarks, Keds, Steve Madden, Skechers, Julius Marlow, Lynx, New Balance , Capezio, Capezio Comfort, Head Over Heels, Soprano and Sopranos Wide Fit.
All orders are sent by NZ Posts courier service. NZ Post will deliver during regular business hours, Monday to Friday, excluding public holidays.
To ensure you receive your items as fast as possible, orders are sometimes sent in multiple packages from different locations. This means that from time to time you will receive a package with only some of the items you ordered. Don’t worry – the rest of your order will be processed and dispatched shortly after.
Updates, package details and tracking links will be sent to you via email.
No signatures are not required but we do highly recommend that someone be at the delivery address to accept the parcel to ensure safe delivery.
Most orders can be expected to take 1-3 business days to process and ship. This is counted from the first business day following the day that you placed your order. Rural addresses may take longer so allow for 3-5 business days.
Processing: Orders usually take 1-2 business days to process before it's shipped.
Shipping: NZ Post will then deliver orders in 1-3 business days after shipment. Rural addresses can add 1-3 days to the delivery time.
Updates, package details and tracking links will be sent to you via email. If for any reason we feel that your order may end up delayed you will be contacted via email during the delivery period to keep you updated.
If stock is not in your chosen store, we will ship your shoes to your chosen store (1-3 business days).
This costs $7.50 or is FREE on orders over $75.We offer FREE Same Day Click & Collect if your entire order is in stock at your chosen collection store. Same Day Click & Collect orders must be placed by 2pm.We will email you when your order is packaged and ready to collect. Click & Collect is not available at our Hannahs Mt Wellington outlet branch.
You can collect from any Number One Shoes, Hannahs or Hush Puppies store (excluding Hannahs Mt Wellington).
You'll be sent a "Ready to Collect" email when your order is ready to collect.Please don't head in store until you receive your Ready to Collect email. On the rare occasion that there is a stock inaccuracy or quality issue, one of our team will be in contact to discuss alternate options with you. Orders need to be collected during store opening hours.
You will need to bring a copy of the "please collect your order" email and a photo ID (driver's licence, passport, Hospitality NZ 18+ card, student ID card) when you collect your order.
Yes they can. They will need to bring a copy of the "please collect your order" email and a photo ID (driver's licence, passport, Hospitality NZ 18+ card, student ID card) when they collect the order.
You can return any Click & Collect product for an exchange or refund within 60 days of collecting the order, providing all the terms and conditions of our returns policy have been met. You can return product to any Number One Shoes, Hannahs or Hush Puppies store (excluding Hannahs Mt Wellington) or by Courier back to the website distribution centre to process a refund or exchange.
Click & Collect orders are held in-store for 14 days.If you can't collect your order for any reason, please phone Customer Care on 0800 426 624 (Monday to Friday, 9am to 5pm) to let them know. If you placed your order online and you haven't collected within 14 days of receiving your collection email then we will return the goods back to our stock and refund the money back to the original method of payment. If your Click and Collect order was an in store order then you will need to return to a store so that we can issue you your refund. While we wait for you to visit in store, we will return the order to store credit which you can use when you next visit us in store or the store can refund your credit back to your original payment type.
Yes you can. If you decide to return your Laybuy or Afterpay purchase for an exchange or refund you will be able to return it to a Number One Shoes, Hannahs or Hush Puppies store or Courier it back to the webstore distribution centre to process the refund or exchange.
When your order is dispatched, you’ll be sent a dispatch confirmation email informing you that your order has been dispatched along with the tracking number and link.
To ensure quick delivery, orders may be sent in more than one package. You will receive tracking details for each parcel.
Delivery target is 1-2 business days following dispatch confirmation. Rural addresses can add 1-3 days to the delivery time.
You can track your parcels on the New Zealand Post website here.
To ensure you receive your items as fast as possible, orders are sometimes sent in multiple packages from different locations. This means sometimes you will receive a package with only some of the items you ordered.
Don’t worry – the rest of your order will be processed and dispatched shortly after. Updates, package details and tracking links will be sent to you via email.
If you have any queries, you can contact us at webstore@hannahsandnumberoneshoes.co.nz or 0800 426 624. Our contact hours are Monday to Friday from 9am to 5pm.
Please go to the New Zealand Post website and enter the tracking number into the track & trace service to find the latest status of your parcel. The tracking number can be found on your dispatch email.If after reviewing the tracking details of your parcel you still have a query regarding the delivery status, please contact New Zealand Post for more information.
Don't forget, to ensure quick delivery, orders may be sent in more than one package. You will receive tracking details for each parcel and will need to check each tracking number individually.Should you need any further assistance, please contact our Customer Care team at webstore@hannahsandnumberoneshoes.co.nz or phone 0800 426 624, Monday to Friday, 9am to 5pm.
All orders are sent via courier by New Zealand Post (NZPost).
You can return product to any Number One Shoes, Hannahs or Hush Puppies store (excluding Hananhs Mt Wellington outlet store) providing all the terms and conditions of our returns policy have been met.
We do not guarantee the availability of sizes or styles at our retail stores. Therefore if the size or style is not available in-store but is available online, you may be offered a store refund and invited to reorder the exchange size.
We will process your exchange or refund within 10 business days on receipt of your parcel. We do not accept responsibility for items lost in transit while being returned. We recommend you use a Courier service that provides tracking and delivery to the door. Courier costs are non-refundable. However any exchanges will be sent to the customer free of charge.
Sorry you can’t. Once your order has been placed, we are unable to amend any part of your order or change the collection store. Please check your order carefully before you click on the "Payment” button.
Number One Shoes, Hannahs and Hush Puppies stands by the quality of our merchandise. Should any defect present itself, please visit one of our branches with the products and ask to speak with the manager or call our Customer Care Team on 0800 426 624 and we will do our best to assist you accordingly.
We want you to be happy with your purchase. We will gladly exchange or refund unworn product in its original condition, within 60 days of the delivery date, accompanied by the original receipt. All refunds will be credited to the original form of payment. The shoe box and other packaging must accompany the product on return. The delivery fee is non-refundable.
As part of our mission to bring variety of style and value to New Zealand, certain promotions will run across all three brands, so you can shop freely and reap the rewards! Other promotions may be restricted to a particular brand. Either way, this will be made clear in our advertising and T&Cs.
We often run great deals across multiple products. For example, “2nd Pair Half Price” or “2nd Pair $25”. With these offers, the discounted pair will always be the item of lesser value. For any multi-buy offer, your discount will be split proportionately between qualifying items on your order.
These offers may run across our full range, or be limited by brand. We will always clearly state inclusions and exclusions, in stores and online.
We aim to bring you a variety of great offers and deals. Our promotions vary, with terms and duration subject to change. At all times we will advertise our offers clearly, including all Terms, Conditions & Exclusions, in stores and online.
Be first in the know by signing up to our emails. This way, you will receive regular comms on the latest trends, product drops, promotions, and even exclusive offers. Plus, new customers will receive a 20% discount code! Discount valid on full price items only. Expires one month from send date. Excludes New Balance, McKinlay, Florsheim, Skechers, rollerskates, safety shoes and safety boots.
You can choose to shop US, UK or EU sizing. Simply select your preferred metric using the toggles above the available sizes. To compare these metrics, and to find your size in centimetres, click on our size guide (along the right-hand side).
NOTE: Some of our brands use their own, specific size conversions, so please refer to the guide for the style you are after.
You can make a purchase without creating an account with us, however if you do Register you’ll be able to view your transaction history, see order updates, save your address details for next time, and create a wishlist of must-have items.
Number One Shoes (alone) has the largest range of family-friendly footwear in New Zealand. With prices that are hard to beat!
Hannahs offers quality driven value and world-renowned brands, from exclusive names like Pulp to International names like Clarks.
Simply toggle between the tabs to browse and add styles to your cart. When ready to check out, go to your cart where you’ll find all of your chosen styles from Number One Shoes, Hannahs and Hush Puppies.
Yes! You can buy across BOTH brands but only have to pay ONE delivery fee. And New Zealand delivery is FREE when you spend over $75.
This means, you can choose from ANY of our Number One Shoes, Hannahs or Hush Puppies stores to pick up your order from.
Ideally, yes! But sometimes, to speed up delivery, you will receive your shoes in multiple packages.
You can head into your local Number One Shoes, Hannahs OR Hush Puppies to return items from any one of our brands.
Great! Simply update your preferences online under "My Account", or ask one of our friendly staff members in store.
Easy! Simply update your preferences online under "My Account", or ask one of our friendly staff members in store.
You can now shop many of our promotions across brands! This should be made clear in any advertising but please check T&Cs or ask in store to confirm.
You can spend your voucher at any of our Number One Shoes, Hannahs, Hush Puppies or Superstores, plus, across all three brands online. It's up to you!
Afterpay is a payment option that allows you to receive your purchase right away, splitting the total into four equal instalments. These payments are due every two weeks, with the first intalment due at the time of purchase.
Just continue to the online checkout and select Afterpay as your payment option. Follow the steps to create your account and complete your purchase. Alternatively you can visit www.afterpay.com/en-NZ to create your Afterpay account first before you start shopping.
When you go to checkout your order, you will see Afterpay listed as one of the payment options. Simply select this option and either create or sign in to your account to purchase.
Yes! Afterpay payment is available in all Number One Shoes, Hannahs and Hush Puppies stores. You will need to download and set up the Afterpay app on your mobile device in order to pay by Afterpay in store. You will find the Afterpay app on the App Store and on Google Play.
For help with your Afterpay account we suggest checking out the FAQ section on the Afterpay website https://help.afterpay.com/hc/en-nz
Yes, you can return your order to any Number One Shoes, Hannahs or Hush Puppies store (excluding the Hannahs Mt Wellington outlet), provided your item meets the terms of our returns policy.
Laybuy is a payment option that lets you receive your online purchase NOW and spread the total cost over 6 weekly automatic payments INTEREST FREE!
Just continue to the online checkout and select Laybuy as your payment option. Follow the steps to create your account and complete your purchase. Alternatively you can visit www.laybuy.com/consumer to create your Laybuy account first before you start shopping.
Yes! Laybuy payment is available in all Number One Shoes, Hannahs and Hush Puppies stores. You will need to download and set up the Laybuy app on your mobile device in order to pay by Laybuy in store. You will find the Laybuy app on the App Store and on Google Play.
Any NZ resident over 18 with a current debit or credit card.
Your limit is assigned by Laybuy through their instant credit check upon sign up. If you don’t have a credit score, Laybuy will assign you with $120. No extra information about you is required!
A late fee of $10 will be applied to your Laybuy account 24 hours after a missed payment.
You can spend more than your assigned limit, the excess will be added to your first payment.
Yes, you can return your order for a refund or exchange at any Number One Shoes, Hannahs or Hush Puppies store (excluding Hannahs Mt Wellington outlet store).
All orders paid for by Laybuy may be returned to any Number One Shoes, Hannahs or Hush Puppies store or our webstore. Once we've received and processed your return, Laybuy will refund you the full amount for the returned item(s) and cancel or adjust your payment schedule accordingly.
Yes we can exchange your order. Laybuy exchanges can be taken to any Number One Shoes, Hannahs or Hush Puppies store (excluding Hannahs Mt Wellington outlet store) or can be couriered to the Webstore. Courier fees are non-refundable, however exchange pairs will be sent out free of charge. The standard returns policy conditions apply.
If your Laybuy exchange requires a size swap for the same style then this will be processed as a standard exchange.
If you are wishing to exchange for a different style then we will process a Laybuy refund on the items returned and you will need to re-purchase the exchange pair via our website.
If you are returning your item(s) for an exchange, we are happy to honour any special price offers paid the first time round. Exchange pairs are sent back to you free of charge. If you are required to re-purchase your exchange pair via the website then we will match the free shipping offered on all exchanges. Just contact our customer care team to assist you with this at webstore@hannahsandnumberoneshoes.co.nz
No. Unfortunately we are not able to process Laybuy orders over the phone at the moment as it requires you to log into your personal Laybuy account. This feature may be enabled in the future.
No. You cannot part pay by Gift Card and pay the remainder via Laybuy. Laybuy is currently a standalone payment method but this feature may be enabled in the future.
Yes, you can use your online discount code on your Laybuy purchase. As per any other payment method you must apply your discount code before you click the ‘Pay by LayBuy’ button.
No. Unfortunately we can’t amend orders after they have been placed. If you forget to apply your discount code you will either have to request to cancel your order and place it again or, you will need to wait and use your discount code on your next order.
Please note we aim to pack and dispatch orders as quickly as possible. We can’t guarantee that we will be able to cancel your order if your order has already started processing.
Lost or stolen gift cards will not be replaced or refunded.
A gift card will expire 5 years from the date of purchase. Any outstanding amount will be forfeited.
You can check your gift card balance at any Number One Shoes, Hannahs or Hush Puppies retail store or online at https://www.numberoneshoes.co.nz/check-gift-card
Our Welcome Discounts can’t be used in conjunction with any other storewide or multi-buy offer; they are only applicable to full priced product. Welcome Discounts need to be used within their 3 month validation period.
Yes! All stores outside of Auckland are now open to customers and operating safely under Alert Level 2 Government Protocol.
We care about keeping our customers and employees safe. Before visiting our stores please check out our safety guidelines below.
MasksWe ask that you please wear a mask or face covering when you visit our stores and follow all instructions provided at the store entrance.
Scan In & Social Distancing You will need to scan the COVID QR code on arrival and wherever possible maintain a 2 metre distance from staff and other customers.
No FittingTo help us all keep our distance, unfortunately, we are currently unable to provide a fitting service. Staff will do their best to assist you in other ways with this.
CashlessIt is not often we say we don't want your money however currently we can only accept cashless payments.
All stores outside of Auckland are now open to customers and operating safely under Alert Level 2 Government Protocol.
Scan In & Social DistancingYou will need to scan the COVID QR code on arrival and wherever possible maintain a 2 metre distance from staff and other customers.
Yes, all stores in an Alert Level 2 region are available for Click & Collect.
No our Auckland stores are not open to the public during Alert Level 3 however, selected stores have contactless Click & Collect available.
Strict protocols are in place to ensure social distancing when collecting your order. There are specific instructions that you must follow as part of the collection process to keep yourself and our staff safe.
Collection times are Monday - Friday between 10am and 2pm only.
Currently, the following stores can be selected at Checkout:
- Number One Shoes Botany Mall- Number One Shoes Manukau City- Number One Shoes Pukekohe- Number One Shoes Papakura- Number One Shoes Mt Wellington- Number One Shoes & Hannahs Silverdale- Number One Shoes Westgate- Number One Shoes St Lukes- Hannahs Pukekohe- Hannahs Mt Wellington
All other Alert Level 3 stores are not available for Click & Collect at this time, however wherever you are, you can always choose Contactless delivery via Courier Post.
We are offering contactless Click & Collect at selected stores during Alert Level 3.
Contactless Click & Collect is available 10am – 2pm Monday to Friday at selected stores only.
Please read and follow the instructions below:
1. Only 1 person should be collecting your order.
2. Please ensure that you are wearing a mask or face covering.
3. Please sanitise your hands using the sanitiser available.
4. Scan the COVID tracer app (if you don’t have the app please inform us).
5. Call the phone number at the entrance and provide our staff with your name and your order number (you will find this on your order confirmation email).
6. Wait behind the marked line for a team member to bring out your order.
7. Allow the team member to place your order on the ground and move away before you come forward to collect your order.
You MUST NOT visit a store until you receive your Ready To Collect email.
During Alert Level 3, we are able to accept returns at our Distribution Centre, however we cannot accept any returns at any of our stores.
You can wait until Alert Level 2 to return your order to a store at no cost.If you don't wish to wait, please courier all returns back to:
Number One Shoes & Hannahs Web Store44 Johnston Way, Whakatu,Hastings 4180,NEW ZEALAND
If you would like to return your items to our distribution centre, NZ Post has an easy to follow process online where you can purchase and print a Courier label and book a parcel pick up.Find out how here: https://www.nzpost.co.nz/pay-print-postage-online
Please note we are accepting exchanges and refunds that would have expired during the Alert Level 3 or 4 periods.
We currently offer a 60 day exchange and refund period for purchases made in store or online. This 60 day period will cover most cases but please be assured that we will accept exchanges and refunds that would have expired during all COVID related Alert Level restrictions.
Sorry we are unable to process refunds or exchanges in a contactless way in store during Alert Level 3. Refunds and exchanges can be processed in store at Alert Level 2.During Alert Level 3 and 4, we are able to accept returns at our Distribution Centre
We are sorry to hear that you received an incorrect order, please contact our customer care team directly and we will work out a plan to resolve this with you.You can email us at webstore@hannahsandnumberoneshoes.co.nz or call us on 0800 426 624. Our customer care hours are 9am - 5pm Monday to Friday.
Yes, as soon as the restrictions of COVID Alert Levels are lifted we will be able to assess your faulty shoes in one of our stores. For online purchases our customer care team will be able to help facilitate this for you once normal business operations resume.
To contact our customer service team, click here to email.
Our team is available to call 0800 426 624, Monday to Friday, 9am-5pm.
Please note we are currently receiving a large number of enquiries and will get back to you as soon as we can.
Yes, your Click and Collect order will be held in store for you until the restrictions are lifted.
If you would like to secure your order at the current price then you don't need to do anything! We will resume processing and dispatching your order as soon as we are safely able to within alert level guidelines. For anyone who would like to cancel their pending order, please contact our customer care team at webstore@hannahsandnumberoneshoes.co.nz to organise the cancellation of your order.
Yes, we can still give you an indication of stock availability for specific styles and sizes. Please note that for any styles that are very low in stock we would need to double check with our store staff once stores have reopened before guaranteeing that the stock is there for you.
