Frequently Asked Questions
If you don't find the answer to your question, please Contact us, Our Customer Services will be more than happy to help you.
How will I know if my order has been received successfully?
Once the order has been placed and confirmed you will receive an order confirmation from us via email. Please check that all of the details on this confirmation are correct.
What are your delivery timescales and charges?
Assuming that everything you have ordered is in stock then it usually takes 1-3 working days for your order to reach you. If you place your order by 11am you will be guaranteed next day delivery within the (non-rural) North Island and two-day delivery to the Rural areas and the South Island.
How do I pay for my order on-line?
You can pay for your order on line with a valid debit or credit card. We accept EFT-POS/Mastercard/Visa. Sorry we do not accept American Express. Authorisation of your card will be taken at point of order. The payment will appear on your statement as Samuel Windsor NZ Limited.
Do we offer credit facilities?
Sorry we are not able to offer this service. All orders are to be paid for at point of order.
What do I do if I have not received my order within the stated time?
In the unlikely event that you do not receive your order within the delivery time stated please contact us on our Enquiry line (09) 5750946 where one of our friendly operators will be happy to help you or Click Here to contact us.
How do I cancel or alter an order made on line?
Once your order has been confirmed, to cancel or change your order in any way you will need to call one of our Enquiry Line Operators on (09) 575 09462, who can alter the details of your order so long as it hasn't yet been despatched.
What is the guarantee / returns policy?
We are so confident that you will be delighted with your Samuel Windsor shoes that we offer a 30-day free return policy on unworn goods. So if for any reason you are not totally happy with any item you purchase from us, simply return it to us within 30 days and we will refund you in full.
Please be sure to obtain a certificate of posting and insure your returned parcel - we cannot be held liable for losses without this.
Can I exchange my items for a different size/colour ?
Yes you are able to exchange the items. Click here to view our Returns Policy..
Are any products excluded from your 30 day returns guarantee?
Yes shoes MUST meet all conditions listed on our returns policy. Click here to view our Returns Policy..
If I have returned items for an exchange, when can I expect my replacement parcel?
Replacements are usually processed within 7 days of the parcel being returned to us.
What is the width fitting of your shoes?
Our shoes are manufactured to a UK ‘G’ fitting which equates also to a US ‘E’ fitting.
Do we offer half sizes on shoes ?
Yes. A large number of styles in our range offer half sizes, details of the sizes available in each style can be found on the product counter.
How do I look after my shoes?
Do we offer discount on multiple orders?
Samuel Windsor products represent exceptional value for money and so regretfully we are unable to offer further discounts.
If I return one pair from your multi-buy offers how much will I be refunded?
If you have purchased goods from one of our multi-buy options and have chosen to return part of your order you will be charged the individual price of the goods you have chosen to retain and will be refund any remaining monies.
What leather is used to produce Samuel Windsor Shoes?
All of our leather shoes are made from premium cow hide.
Where are Samuel Windsor products manufactured?
We have all our products manufactured to exceptional standards in a number different countries depending upon technical ability, quality and price. Our shoes are manufactured in India, as are a number of the leading brands of Goodyear welted shoes sold in the UK.
What are Good Year Welted shoes ?
Goodyear Welted construction (as used in all the very best handmade footwear, costing five times as much) allows the foot to flex in its most natural way and thus ensures maximum comfort while guaranteeing a lifetime of good looks and reliable wear.