Frequently asked questions

Shipping & Delivery

Do you ship worldwide?
Yes, we ship to New Zealand as our primary market, and we also accept orders to Australia, the Pacific Islands, and other countries worldwide. All orders are fulfilled from our international logistics network – we coordinate stock from trusted overseas partners and ship directly to your door.

How long will my order take?
We aim to dispatch your order within 2–3 working days of purchase. After dispatch, delivery times are as follows:

To New Zealand – approximately 15 working days (this is our standard service)
To Australia – approximately 18 working days
To other countries – 10-20 working days, depending on customs and local postal services
Please note: these are estimates provided by the carrier and are not guaranteed – especially during peak seasons, public holidays, or customs clearance delays.

Once your order is dispatched, you will receive an email with a tracking number and a link to follow your parcel's journey.

Where do you ship from?
We ship from our overseas logistics hubs. As a New Zealand‑focused brand, we work with global supply partners to keep our range wide and our prices competitive. This allows us to bring you the best selection without the high local markups.

Do you offer express shipping?
At the moment, we use standard international shipping via reliable couriers. If you need faster delivery, please contact us before placing your order – we may be able to arrange an expedited service at an additional cost.

Can I pick up my order locally?
No, we don't offer local pickup because our stock is managed through our international logistics network. All orders are shipped directly to your nominated address.

Returns & Exchanges

What is your return policy?
We have a 14‑day return policy from the date you receive your order. If you're not completely satisfied – for example, the size doesn't fit or you've changed your mind – please contact us within 14 days. Items must be unused, in original condition, with all tags attached.

How do I return an item?
You will need to send the item back to our designated return address (we'll provide the full address when you initiate a return). Please note that return shipping costs are your responsibility, and we recommend using a tracked service. Once we receive and inspect the returned item, we will process your refund or exchange.

Can I exchange for a different size?
Yes, exchanges are welcome. Follow the same return process, and we'll send out the new size once we receive your return. You'll only need to cover the return postage – we'll cover the cost of sending the replacement to you.

Product Authenticity & Quality

Are your boots and gear brand new?
Yes – all our products are brand new and 100% genuine. We work directly with established footwear traders in Asia who supply authentic stock from major brands. Every pair is inspected before shipping to guarantee quality and authenticity.

Why didn't my boots come with the original shoebox?
To keep our prices competitive and reduce shipping volume, we sometimes consolidate orders without the original retail boxes. This allows us to bring in more stock at once and pass the savings on to you. Rest assured, your boots are still brand new and carefully wrapped to prevent any damage during transit.

Do you sell replica shirts or official match kits?
We stock both authentic replica shirts (for fans) and official match‑grade kits (for clubs and teams). Every product is clearly labelled so you know exactly what you're buying.

Sizing & Fit

How do I choose the right size football boot?
We recommend going with your usual athletic shoe size, but we know every brand fits differently. That's why we include detailed size charts and fit notes on each product page. If you're still unsure, feel free to email us – we're happy to give you a personal recommendation based on the brand and model you're eyeing.

What about width – do you stock wide‑fit boots?
Yes, we carry selected models in wider fits (e.g., adidas Copa, Nike Phantom GX in 'wide' options). Check the product description for width details, or filter by 'Fit' on the category pages.

Payments & Security

What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express), as well as PayPal and Afterpay (for NZ customers) – so you can split your payments if that suits you better.

Is my payment information secure?
Absolutely. Our checkout is fully encrypted and PCI‑compliant. We never store your card details on our servers.

Orders & Changes

Can I change or cancel my order after placing it?
We process orders quickly, so if you need to change or cancel, please contact us within 2 hours of placing your order. After that, it may already be in the packing queue and we cannot guarantee a change.

What if my order arrives damaged or with a missing item?
We're sorry if that happens – it's rare, but we'll make it right. Just email us within 48 hours of delivery with your order number and a photo of the issue, and we'll arrange a replacement or refund straight away.

Still have a question?

We're football people, not robots – so if you don't see your question here, just drop us a line at info@soccernewzealand.com or use the live chat on our site. We reply within 24 hours (usually sooner) and we're always happy to help.

– The Soccer New Zealand Team
Football Obsessed. Football Ready.