FAQs

 

ORDERS

Please see below for the most commonly asked questions relating to our products. If your question is not answered below, please contact Customer Care.

HOW CAN I TRACK MY ORDER?

Check the status of your order on our Track My Order page.

DO YOU SHIP INTERNATIONALLY?

We only ship to New Zealand from nz.teva.com and Australia from au.teva.com. Visit our Shipping Policy for more information.

CAN I ADD, CHANGE OR DELETE AN ITEM IN MY ORDER AFTER IT’S COMPLETED?

Unfortunately, once your order is placed, it is too late to change or delete it.

CAN I CANCEL MY ORDER?

Unfortunately, once your order is placed, it is too late to cancel an order. You are welcome to return your order once received.

Email:online@nz.teva.com

 

 

DELIVERY

WHEN WILL I RECEIVE MY ORDER?

We will make best efforts to dispatch all orders within 2 business days from the order confirmation. Shipping time varies depending on location.

DO YOU SHIP TO PO BOXES AND/OR PRIVATE BAGS

We are unable to ship orders to PO Boxes and/or Private Bags.

 

RETURNS

HOW DO I INITIATE A RETURN?

Please click this LINK and follow the steps below:

1. Please complete the return form by entering your order details (email address and billing postal code) on the returns page.
2. You will be sent a pre-paid return postage label with our details pre-populated that is specific to your return order.
3. Please attach the postage label and return the item(s) in the same condition it was received and if possible, with all packaging enclosed.
4. Please note that all products must be in an undamaged, unworn condition with all labels & product swing tags attached for you to be able to return them. If your return does not meet our eligibility criteria, it will be rejected and returned to you.
5. Once we receive your returned goods, we’ll send you an email informing you they have arrived safely. Our returns team will then inspect all returns to ensure they are in an undamaged condition.
6. If eligible, you are responsible for the $10 return shipping fee, which will be deducted from the total refund cost.
7. Please allow approximately 15 business days for the refund to appear on your bank statement.

WILL I RECEIVE MY FULL REFUND?

Refunds will be processed minus the $10 return shipping fee.

HOW LONG DO I HAVE TO RETURN AN ITEM?

You have 30 days from the date of purchase to return eligible items. Please refer to our return policy for further information.

WHAT ITEMS ARE NOT ELIGIBLE FOR RETURN?

All products can be returned in their original condition with tags attached and if possible, with the original packaging enclosed. For hygiene reasons, socks and underwear cannot be returned.

HOW LONG WILL IT TAKE TO PROCESS MY RETURN?

Refunds are typically processed within 5-7 business days after we receive your returned item. You will receive an email update once your return has been processed by our team. Refunds should reflect within a further 3-5 business days from return processing.

 

PRODUCTS

HOW DO YOU PRONOUNCE TEVA?

Teva is pronounced TEH–VAH, with a soft "e." Teva is the Hebrew word for nature.

ARE ANY OF YOUR STYLES VEGAN?

Yes! We have plenty of vegan friendly styles. Check them out HERE.

WHAT SIZE SHOULD I PURCHASE?

True Fit is a helpful sizing tool that makes it easier to find your perfect size. You'll see its pink icon on any product page. By answering a few quick questions about your feet and the sizes you wear in other brands, True Fit recommends the best fit for you in Teva footwear. This ensures you can shop confidently and reduce the need for returns or size exchanges. It’s free to use, takes less than a minute, and helps you get the right fit the first time!

You can also check out our Size_Guide.

HOW CAN I CLEAN MY SANDALS?

We recommend using an antimicrobial soap and warm water and hand washing your sandals thoroughly. Please, do not machine wash them. To remove dirt or other build up from the grooves in the top soles or out soles, try using a soft bristled brush, such as a dish brush or old toothbrush, to gently scrub away any debris. You can carefully bend the shoes to open up the grooves and allow for water to clean deeper.

If you wash the shoes and still find that an odour persists, you can try some of these methods as well:

• Mix one (1) cup of Listerine (or any other antibacterial mouth wash) with two (2) cups of water. Soak the sandals for 15 minutes, then scrub with a soft bristled brush. Let air dry.
• Submerge the sandals in a chlorinated pool or hot tub for 15 to 20 minutes, then scrub with a soft bristled brush and rinse in clean water. Let air dry.
• Place clean and dry sandals in a sealing plastic bag, place in the freezer, and allow to freeze overnight.
• Sprinkle a layer of baking soda on the footbed and allow the sandals to sit for 8 - 24 hours. You can try strengthening the odour-neutralizing effect by tying the sandals in a plastic bag after coating them with baking soda.

Some of our sandals are treated with (triclosan free) Microban zinc to reduce bacterial growth. This product is most effective when it is occasionally exposed to sunlight. 15 minutes of exposure should be sufficient-- longer exposure could cause damage to the sandal.

For our leather sandals, we suggest using a nubuck leather cleaner. This can eliminate odour and cleanse the leather without damaging the material or destroying the unique look of the product. 

To clean just the top sole of your leather sandals, carefully scrub with a mild, antibacterial soap and rinse well with clean water. Avoid getting soap on the leather as much as possible. Allow the sandals to dry in an open, well-ventilated area, away from direct sunlight.

We recommend washing your sandals every two to four weeks, depending on use. 

HOW CAN I GET A DISCOUNT?

Discounts, when available, are either emailed to individuals signed up for our newsletter, or are posted directly to the website. We recommend registering an account. and electing to join our mailing list for future sale alerts and coupon codes.

LOOKING FOR PRODUCTS?

If you are looking for a specific style and you know the name or model number, you can try finding it using the search bar in the top, right hand corner of the screen.

You’re also welcome to contact us at online@nz.teva.com and we'd be happy to assist.

CONTACT

For any enquiries, please contact our customer service at online@nz.teva.com.

 

E-GIFT CARD

HOW DO I REDEEM MY GIFT CARD DURING CHECKOUT

To apply your Gift Card, please follow these simple steps:

1. Proceed to the checkout page.
2. When you reach the payment section, you will be prompted to enter your Gift Card number and Pin.
3. Enter both in their designated field to redeem your balance.

• Upon receiving a Teva E-gift Card via email you will be presented with an E-gift card number that can be redeemed online.
• If the items purchased total less than the E-gift Card amount, the remaining funds will remain on the E-gift Card to use on the next purchase, if the items purchased exceed the E-gift Card amount the remaining value must be paid by card in order to complete the order.
• Gift Cards take up to 4 hours to be delivered to your preferred email address.
• Items bought using E-gift Cards can be returned or exchanged but not refunded, only additional monies paid over and above the E-gift Card will be refunded and a new E-gift Card will be issued or funds allocated to your existing E-gift Card applied.
• For full details, please refer to our E-Gift Card Terms and Conditions.

 

 

PAYMENT METHODS

WHAT IS AFTERPAY?

Afterpay is a buy now, pay later platform that lets you pay for your items in 4 instalments over 6 weeks, interest free. For more information, visit the Afterpay website. 

Late fees, eligibility criteria and T&Cs apply. Afterpay Australia Pty Ltd Australian Credit Licence 527911.

 

PAYPAL

Paypal is a safe way to pay faster online without entering credit or debit card details each time.

WHY PAYPAL?

1. Safer - Paypal keeps your financial information securely encrypted so you can pay online with confidence.
2. Flexible - Link all your cards and bank accounts and choose which one to use at checkout.
3. Convenient - Pay with Paypal on millions of sites on your computer or mobile, an in apps.
4. Protected - You can be refunded with Buyer Protection.

For more information, visit the Paypal Website

 

APPLE PAY

When using Apple Pay, the payment method may automatically apply saved address details from your Apple Wallet, which can override the information you entered during checkout. This can result in shipping or billing addresses being incorrect. To avoid this, please double check all address fields before confirming your order, especially if you've recently updated your Apple Pay or shipping information.

 

CAN I INITIATE A REFUND OR RETURN FOR AN ORDER PAID THROUGH AFTERPAY?

Absolutely. If you've used Afterpay or Zip Pay as your payment method at checkout, you're still eligible for our standard refund and return process. Simply follow our regular guidelines for initiating a refund or return. Please note however, that these payment methods can only be returned using our online return process and can not be returned in our retail or outlet stores.

 

WHAT HAPPENS IF I REQUIRE A REFUND AND PAID USING AFTERPAY?

Items purchased with Afterpay can be returned for a refund, subject to our Returns Policy. Returns or refunds will be processed and Afterpay will be advised. Your payment plan will then be adjusted to reflect the new total order value. If you have already made a payment, this will be refunded to you via Afterpay.

 

WILL MY INSTALLMENT PLAN BE ADJUSTED IF I RETURN ITEMS?

Yes, it will. When you return items, the refund amount will be applied to your order and, if necessary, the installment plan with Afterpay, Zip, will be adjusted to reflect the new total. This ensures that you're only billed for what you've kept.

 

ARE THERE ANY DIFFERENCES IN THE RETURN PERIOD FOR ORDERS USING THESE PAYMENT METHODS?

No, the return period remains the same for all orders, regardless of the payment method. Our standard return policy applies equally to purchases made through Afterpay/Zip Pay.

 

WHAT IF I'VE ALREADY MADE SOME PAYMENTS BUT WANT TO RETURN PART OF MY ORDER?

If you've already made payments on your order and wish to return only a portion of it, the refund will be processed for the returned items, and your installment plan with Afterpay, Zip, will be adjusted accordingly. You'll continue with the remaining instalments based on the adjusted order total.

 

HOW SOON WILL I RECEIVE MY REFUND FOR A RETURN MADE THROUGH THESE PAYMENT PROVIDERS?

Once we receive and process your returned items, we will initiate the refund within our standard processing time. Afterpay, Zip Pay will then adjust your installment plan, if applicable, to reflect the updated order total. Our standard refund processing timeframe for all payment methods is 3-5 business days from the date of processing your return. For any additional questions or concerns, feel free to contact our customer support team. We're here to assist you throughout the process and ensure a seamless experience with your refund or return, regardless of the payment method used.