RETURNS/EXCHANGES

DO YOU OFFER REFUNDS?

We offer a 100% refund on full-priced shoes returned within 14 days of receiving your order, provided they are unworn and in original condition.

Important sale information

• Shoes discounted 50% or less are eligible for exchange or store credit only.

• Shoes discounted more than 50% are considered Final Sale and are not eligible for refund, exchange, or credit.

Return conditions

• Shoes must be returned unworn, in original condition, and with original packaging. We recommend trying shoes on carpet to avoid marks or wear.

Refund processing

• Refunds are processed within 5 working days of receiving your return. You’ll receive an email confirmation once your refund has been completed. Your bank may take additional time to process and post funds to your account.

Return shipping and associated costs are the responsibility of the customer.

If you need help choosing the right size before purchasing, especially during sale periods, please email shop@chaosandharmonyshoes.com and we’ll be happy to assist.

HOW DO I EXCHANGE MY SHOES?
If you wish to exchange your shoes, please complete the RETURNS MANAGER request to find out if we can offer a suitable exchange.
To return your shoes – please follow the instructions on your returns card, and follow the
returns/exchanges link here.

CAN I RETURN MY SHOES IF I PURCHASED THEM ON SALE?               

Final Sale items
Any shoes purchased at more than 50% are considered Final Sale and are not eligible for return, exchange, or credit.
We recommend choosing carefully and contacting us for sizing or fit advice before completing your purchase.

Other sale shoes (less than 50% off)

• Must be returned within 7 days of receiving your order

• Must be unworn and returned in original condition and packaging, including the shoe box

• Eligible for exchange or store credit only

To return your shoes, please follow the instructions on your returns card or use the returns/exchanges link here.

Black Friday & major sale events

• All sale styles are considered Final Sale

• Shoes discounted less than 50% may be eligible for exchange or store credit only, with 7-day returns

• No holds, no additional discounts, and no extra codes apply

If you’re unsure about sizing or fit, please contact us before purchasing, we’re always happy to help.

SHIPPING:

HOW MUCH DOES SHIPPING COST?

• Shipping in New Zealand is a flat rate of $12 on all orders for one pair, $20 for two pairs and $30 for three or more pairs. Knee High Boots are $19 per pair. 
• Rural shipping is an additional charge which defaults based on your postal code: $20 per pair, $37 for 2 pairs.
• Shipping fees to Australia are $45 NZD for one pair, $70 for two pairs. 
• Shipping fees to the USA are $80 NZD
• Shipping to South Africa are $120 NZD
• Shipping fees to the Rest of the World are $80 NZD

I PLACED AN ORDER ON YOUR SITE, HOW LONG WILL IT TAKE? WHERE DOES IT SHIP FROM?

All orders are shipped from Mount Maunganui, New Zealand.

• New Zealand orders:
  Orders are dispatched within 1-2 days of ordering. Delivery typically takes 1–2 working days in the North Island and 2–4 working days in the South Island.

• International orders:
  All shoes are shipped within 1-2 days of ordering. Please allow up to 10 working days for delivery.

During peak sale or holiday periods, dispatch may take up to 3 working days.

HOW DO I KNOW WHEN MY ORDER IS GOING TO ARRIVE?

Once your order has been dispatched, you’ll receive an email with your tracking number. You can use this to track your parcel and view estimated delivery updates until it arrives.

DO YOU SHIP INTERNATIONALLY?
Yes we ship worldwide via DHL, Fedex and AU Post (Australia). The standard delivery time is 3-10 days.
Click here to see shipping information for international orders.

PAYMENTS ONLINE:

WHAT FORMS OF PAYMENT DO YOU ACCEPT?

Visa, MasterCard, AMEX, Afterpay, ApplePay & GooglePay.

IS IT SAFE TO USE MY CREDIT CARD WITH CHAOS & HARMONY?
Yes. We do not store any card information. We use the Shopify Checkout platform to process all credit card payments.

If you are using Afterpay internationally and are having problems we suggest that you try checking out in NZD and let Afterpay change the currency to your local currency.

LOYALTY:

HOW DOES THE LOYALTY SYSTEM WORK?
You earn 1 point for every $1 spent online or in store at BlakChaos in Mt Maunganui. When you reach 650 points you can redeem them for a $50 voucher to be used on your next purchase. Vouchers cannot be stacked and are unable to be used in conjunction with other discounts. click here for more information on earning points.

THE SHOE I WANT IS SOLD OUT - WILL YOU GET MORE?
As part of our sustainable journey we produce limited runs of styles, sometimes we may re-cut a style. If we don’t have the pair you are looking for online you can fill out the Back in stock request form - this will show up if the size you want is out of stock.

WILL CHAOS & HARMONY CHARGE SALES TAX ON MY PURCHASE?
You are charged New Zealand Goods & Services Tax (GST) if you live in New Zealand, all overseas purchases are subject to that countries duties and taxes.

WHERE DID CHAOS & HARMONY’S NAME COME FROM?

We wanted a name that would inspire us creatively but also describe our aesthetic. Chaos & Harmony reflects our love of textures to create depth – it brings about a curious contradiction. It also subtly sums up a woman’s world.

WHERE ARE YOUR SHOES MADE?

We design all of our shoes here in New Zealand and travel to China where our factories are based in Dongguan. We’ve spent years building a great relationship with our team there. The skilled craftsmanship allows us to create small runs of exclusive, hand-lasted product, while still paying attention to details. We visit every 12 weeks and are in daily contact with our artisans in China. Our factory abides by ethical manufacturing standards.

WHAT MATERIALS DO YOU USE TO CREATE YOUR SHOES?

Most of our leathers and materials come from tanneries based in Guangzhou. We travel to the markets there to find unique prints, textures, leathers and suedes. All of our shoes are genuine leather. We use a latex memory foam on the footbed for best comfort, as well as a super-soft leather lining. In the instance that we use textiles, fabric, plastics, nylons, neoprene or synthetics of any kind, it is noted on the individual model.

HOW IS THE FIT ON YOUR SHOES?

While we try to make all of our shoes to general New Zealand and Australian sizes, some styles, shapes and models fit differently due to sizing, scale, shape or pitch. We do our best to accurately describe the fit of Chaos & Harmony shoes and recommend measuring your foot and comparing it to the fit notes of each style.

HOW DO I LOOK AFTER MY SHOES?
Leather is a natural quality product. Variances in colour, shade and natural markings can occur. Upon wearing, crinkles can appear. This is a natural part of leather wear.
Clean your shoes with a soft cotton cloth before polishing or applying any shoe protector. This will ensure you remove dirt from the material, instead of rubbing it in.
Apply polish evenly and once dry, buff until shiny. Where possible, use a natural product as it absorbs better. We recommend a natural bee’s wax.  Metal trims should be wiped clean with a dry cloth. Metal can discolour when exposed to a water.
Preserve or waterproof - especially suede. Beware of denim rubbing on light-coloured shoes.
Heels will last longer if you avoid hooking them over things like barstools, avoid uneven or rough surfaces and avoid driving in them. Heel tips will need to be replaced with wear.
We want you to enjoy your shoes - if you have any queries on the wear or how to care for your shoes please email us - shop@chaosandharmonyshoes.com

WHAT IF I NEED A REPAIR?

Chaos & Harmony create quality hand-made shoes with a focus on design. From time to time, some faults may occur. Please email returns@chaosandharmonyshoes.com to let us know your repair request and we will reply to you with a returns address and have your shoes repaired as soon as possible.

CAN I USE YOUR IMAGES IN MY BLOG/INSTA/FACEBOOK?

Absolutely, feel free to use our images for anything non-commercial, but please remember to tag/credit us. We love our fans and love when you share our content. Instagram: @chaosandharmonyshoes , #chaosandharmonyshoes

RETURNS - CHAOS & HARMONY

Full-Price Purchases (Mainline & Bridal)
We accept returns on full-priced purchases within 14 days of the purchase date.
You’re welcome to request an exchange, online credit, or a refund of the purchase price, provided the shoes are unworn and in original condition.

If you’re unsure about sizing or style, our team is here to help before you buy.

Sale Purchases: Outlet Sale/Final Sale/ Factory Sale
– Items discounted up to 50% OFF, can be returned for online credit only within 7 days of purchase.
– Items discounted more than 50% OFF are considered Final Sale and are not eligible for return or exchange. Please choose carefully.

Black Friday Sale
All items purchased during Black Friday are Final Sale.
However, items discounted up to 50% OFF, may be returned for online credit only within 7 days.
No holds or additional discounts apply during this period.

RETURNS - CASTEL & CO

Earrings and sale jewellery are final sale and cannot be returned or exchanged due to hygiene regulations.

All other jewellery may be returned within 14 days of receiving your order for an exchange, store credit, or refund. Please note, return shipping is at the customer’s cost.

To be eligible, items must be unworn, unused, and returned in their original packaging with prior approval.

Start the returns process here.

If for any reason, there is a delay in your return, please email  shop@chaosandharmonyshoes.com and we will come up with the best solution for you.

Items are to be returned in their original packaging to ensure they are adequately protected in transit. Shoe boxes should also be protected as they are considered part of the product. Please do not mark the shoe box in any way. We do ask you to pay for the return shipping costs of your items. 

For New Zealand returns, We do not recommend a parcel post service as there can be delays in receiving your return. We recommend using a tracked service.

For US customer returns, please contact shop@chaosandharmonyshoes.com - We can provide a return ticket for you for $60USD per pair via DHL or Fedex. If you wish to return more than one pair, please contact us for a quote.

Refunds will be processed within 7 working days of receiving the returned item(s) and we will email confirmation once the refund has been processed.

EXCHANGES

If your shoes aren’t the right fit — whether they’re too small, too large, or simply not quite what you expected — please start the exchange process here. Once submitted, you’ll be provided with the return address.

We recommend trying on all shoes on a carpeted surface before general wear to keep them in returnable condition.

Please return items in their original packaging, including the shoe box, which is considered part of the product. To protect your return during transit, we ask that you do not mark or tape the shoe box directly.

Items that are worn or damaged may not be accepted and could be returned to you.

We’ll cover the shipping cost for your replacement pair, but kindly note that return shipping costs are the responsibility of the customer.