How Can We Help?

Drop us a line at help@allbirds.co.nz

Frequently Asked Questions

Products & FIT

Sizing varies among our shoe styles, but all of our shoes are medium width and most are full sizes only. Please note that we now include half sizes in our Wool Runner 2!

The Wool collection starts out a little snug and then stretches naturally, while the Tree, Canvas, and Plant Leather materials are super accommodating, but will fit similarly over time as they retain their shape.

We've found most full-size customers stick with their full size in all materials. If you're a half size, we've found most customers size up in every silhouette. If you have a wider foot and you're a half size, we'd suggest sizing up to the next full size in everything.

Our socks, undies and apparel should run true to size. There are also sizing charts on the product pages to help out!

Still not sure? We'd love to talk to you about it. Reach out to one of our fit specialists at help@allbirds.co.nz for some personalized advice!

Returns & Exchanges

You can return any online purchase for a refund within 30 days of receiving the order. The item must be un-worn, in new condition as received, and with original tags/original shoe box or packaging.

Please provide proof of purchase. I.e. Receipt, online order confirmation number.

Returns/exchanges are reviewed and accepted in the country of purchase and final sale items cannot be returned or exchanged. Final Sale items include: gift cards, insoles, sock bundles, face masks, and items tagged final sale on our website and in Allbirds retail stores.

Please fill out the return form at www.allbirds.co.nz/pages/returns-exchanges.

Once your pair(s) arrive back at our warehouse we will issue a refund or exchange based on stock availibility and preference. 

Orders, Shipping & Tracking

Shipping Policy All online orders are processed and shipped within 48 business hours. Our team will notify you if there are problems with an order. All deliveries are shipped with NZ Post and ship to all of New Zealand. If you would like more specific delivery time frames please refer to the carrier websites: https://www.nzpost.co.nz/ No deliveries will be made on weekends or holidays. 

We offer a flat rate shipping fee of $4 NZD for all orders throughout New Zealand. This shipping rate covers shipping throughout New Zealand with a delivery time frame of 2-8 business days depending on your location. Order Status & Tracking We partner with NZ Post. An email confirmation will be sent for all orders once received. If you do not receive an email confirmation, please check your spam or junk mailbox before reaching out to us.

For any questions please drop us a line at help@allbirds.co.nz

Payments & refunds

Hang tight, it can take our warehouse up to two weeks to receive and process your return. We'll be sure to send a refund notification email as soon as we've issued your refund!

Company

Our goal is to reverse the environmental impact of consumption by informing people to make better, more conscious decisions for themselves as well as the planet. To us, this means making products that reflect and respect nature, while educating our fans in the process.

Our Materials: Our materials are meticulously chosen to be some of the most environmentally sustainable. We rely on gold standard certifications like ZQ for Wool through NZ Merino and Forest Stewardship Council (FSC) for Tree. We are even working to create the world's first fully Marine Stewardship Council-certified supply chain for apparel products with the launch of our TrinoXO™ material. We have more exciting products and novel natural materials in our design pipeline, so stay tuned!

Our Packaging: Our commitment to planet-friendly materials also extends to our packaging. Because we sell directly to you via our website, we designed a shoebox, a shopping bag, and a mailer all in one. Additionally, our footwear packaging is FSC Recycled Certified to be 100% recycled content, our apparel packaging is all FSC Certified and all packaging is recyclable.

Our Carbon Footprint: First, we measure the emissions of every product, from its raw materials to its end of life. This measurement is reflected in the numbers you can find on everything we make, noting the carbon footprint emitted to produce it. Next, we reduce our impact by incorporating things like natural and recycled materials. And finally, we work to support the removal of carbon emissions from the atmosphere.

End of Life: When a customer returns a pair of lightly worn Allbirds that are unable to be sold, we donate them to our partner organisation Soles4Souls which distributes to those in need. We recognize circularity is an area where we can improve, and we’re hard at work thinking of solutions here.

You can read more on our Sustainability page.