Frequently Asked Questions (FAQs)

To view your VIP points balance please login to your account on our website. Once you are logged in, you will see a pop up on the bottom of your screen that says ‘Check rewards’. Click on the pop-up to display your points balance and learn more ways that you can earn points. To login to your account click here

If you are an existing in-store customer and want to sync your VIP points, you must create a new online account using your existing email (the one you have used in store) and create a new password. All your existing Scarpa VIP points will sync from your in-store VIP account. Click here to create an account

Yes, your loyalty points will expire 12 months after the date of last purchase. We will send you reminder emails before your points expire. Click here to login to your account

For every $1000 spend (1000 loyalty points) you will receive a $50 Scarpa reward voucher to use on your next purchase. This reward expires after 6 months.

For example:

• 1,000 points will generate a $50 reward voucher

• 2,000 points will generate a $100 reward voucher

Click here to login to your account and view your points balance.

Yes, there is a minimum spend of $300 in a single transaction required to use your VIP reward voucher. Purchases under this amount cannot be discounted using Scarpa loyalty rewards/points.

No, we are unable to merge or transfer points across VIP loyalty accounts at this time.

Yes, if your order value is $250 or more you will be eligible for free shipping in New Zealand.

Once your order is dispatched we estimate you’ll receive your order within:

• NZ Urban Areas 1-3 business days
• NZ Rural areas 2-5 business days
• Australia 3-6 business days

Please note we only dispatch orders Monday - Friday.

For more information on dispatch of orders view our shipping page here

If your order is valued at $250 or over you will be eligible for free shipping NZ wide. For order values under $250 there is a flat rate of $10 for courier within New Zealand.

Currently we offer international shipping to Australia at a rate of $45 NZD per item. We are unable to ship outside of New Zealand and Australia at this time.

For more information on shipping to Australia, click here.

Once your order has been dispatched you will receive an email from us with your tracking information. If you have not received a tracking link via email within 3 days of ordering please get in touch with us here.

Yes, we offer click and collect from our flagship Auckland store in Newmarket. Just select ‘Pick-up’ at checkout.

View our address and other store details here.

If your online purchase is unsuitable, eligible items may be returned by courier to our Auckland store within 7 days of receiving your order.

Please complete the returns form included with your purchase (or download it from our website) and include it with your return.

Items can also be returned in person at our Teed Street boutique, provided they meet the return requirements and are accompanied by a completed returns form.

Find out more about returns here.

No. Sale (reduced‑price) items and handbags are final sale and cannot be returned or exchanged.

Online orders must be returned within 7 days of delivery. Returns received outside this timeframe may not be accepted.

All Scarpa purchases are covered against manufacturing defects for 12 months from the date of purchase, in accordance with the New Zealand Consumer Guarantees Act. If you believe your item is faulty, please contact us as soon as possible. Our team will assess the item and, where appropriate, arrange a repair, replacement, or refund.

To be eligible for return, items must be:

• Unworn
• As new
• In their original packaging

Items that show signs of wear or are returned without original packaging may not be accepted.

As we stock premium, hand-crafted footwear from across the world it is understandable that there will be some variations in sizing.

Before ordering online we recommend that you please read the product description on the item you would like to order for any specific notes on fit or sizing.

If you would like help comparing standard NZ or Australian shoes sizes with European, UK or USA sizing please view our size charts on each product page.

If you have any other sizing or fit questions please feel free to contact us on live chat, call us or email us.

Our team has years of experience fitting our brands in-store and offering assistance for online orders so you can feel confident about your purchase. In the event that the shoe doesn’t fit, we are very happy to exchange for another size as long as the footwear is unworn, as new and in the original packaging.

Yes, we are pleased to offer gift vouchers. Our online vouchers come in the following denominations:

• $100
• $250
• $500

To purchase an online voucher please click here

We do offer vouchers that can be used in our Auckland boutique; however these must be purchased in-store (we can also assist over the telephone). If you'd like more information on purchasing a gift voucher for use in-store our Teed St boutique please call us on (09) 5201424.

Vouchers purchased online can only be used online, and vouchers purchased in-store can only be used in our Teed St boutique. To purchase an online gift voucher click here

If you’d like to purchase a gift voucher for use in-store at our boutique, please call us or visit our store.

To redeem your gift voucher online:

• Simply enter the voucher code at checkout to apply the value to your order.
• You may use more than one voucher in a single transaction.
• If your order exceeds the voucher value, the remaining balance can be paid using any accepted payment method.

Yes, there are terms and conditions on our gift vouchers, see below:

• Gift vouchers for use online can only be purchased or redeemed on our website scarpa.co.nz
• Gift vouchers for use in our Teed St boutique must be purchased in-store.
• All Gift Vouchers are valid for 3 years from the date of purchase.
• Expired vouchers cannot be reissued, extended, or refunded.
• Gift Vouchers cannot be exchanged for cash.
• Gift Vouchers cannot be used to purchase additional vouchers.
• Vouchers are non-refundable.

Please treat your voucher code like cash.
Scarpa is unable to replace lost or stolen vouchers without proof of purchase. In some cases, we may be able to reissue the original code at our discretion.

Yes, you can return an item purchased with a gift voucher, if the item is eligible for return. If you return an item purchased with a Gift Voucher, the refund will be issued as a new digital Gift Voucher.
No cash refunds will be provided for purchases made using a voucher.

For information on what items are likely eligible for return or exchange click here

Gift voucher codes can only be combined with other gift voucher codes at checkout. Promo codes or VIP Rewards cannot be combined with each other.

Pre-order Items will be delivered within 20 - 30 days after payment. Some styles might have minor colour variances to the pictures depending on the manufacturer. Regular terms and conditions for returning the items will apply after you received your items. If for any reason your items are not delivered by the manufacturer we will issue a refund to your method of payment.

Scarpa accepts the following payment methods for online shopping:

• Afterpay
• Visa
• Mastercard
• Amex