Returns & Refunds

Returns & Exchanges: The Miss Q Promise

At Miss Q, we want you to be completely in love with your new shoes. We understand that buying footwear online can be tricky—sometimes the fit feels a little different than expected, or the style isn't quite what you pictured.

To ensure we can help you quickly, please note our golden rule: All returns and exchanges must be initiated within 14 days of receiving your order.

Here is how we handle the different types of returns:

1. Wrong Size? Let’s Find Your Perfect Fit

If the shoe fits, wear it! But if it doesn’t, don’t stress.

The Exchange: If you need a different size in the same style, we will happily exchange it for you if stock is available.

We Cover the Cost: For size exchanges, Miss Q covers the return shipping costs, so you aren’t out of pocket for finding the right fit.

Out of Stock? If the size you need is sold out, we can offer you a full refund to your original payment method or a Store Credit—whichever you prefer.

2. Change of Mind (The "Style Switch")

If the shoes just aren’t "you," or you’ve had a change of heart, you are welcome to return them.

Store Credit: For change-of-mind returns, we provide a Store Credit so you can pick out something else you’ll love in the future. We do not offer cash refunds for change of mind.

Postage: For change-of-mind returns, the customer is responsible for the return shipping cost.

3. Faulty or Damaged Items

We pride ourselves on the quality of our footwear. However, if your order arrives damaged or you believe there is a manufacturing fault, please let us know right away.

In accordance with the New Zealand Consumer Guarantees Act, we will ensure this is righted immediately. Depending on the issue, we will offer a repair, a replacement, or a full refund.

Miss Q covers all shipping costs associated with faulty items.

Keeping Your Return Valid

To ensure we can accept your return, the items must be in the same condition you received them in:

14-Day Window: As mentioned above, please email us within 14 days of delivery to start the process.

Try on Carpet Only: Please try your shoes on a soft, carpeted surface. Shoes returned with scuff marks or wear on the soles cannot be accepted.

Protect the Box: The shoe box is part of the product! Please do not stick shipping labels or tape directly onto the shoe box.

    • How to pack: Pop the shoe box inside a courier bag or a generic outer carton. (If the box is damaged by tape or labels, we may have to deduct a $10 repacking fee from your credit).

How to Arrange a Return

Step 1: Email our friendly support team at support@missq.co.nz within 14 days of receiving your order. Please include your Order # and the reason for the return (e.g., "Exchange for Size 39" or "Change of Mind").

Step 2:

For Size Exchanges/Faults: We will email you a pre-paid shipping label.

For Change of Mind: We will provide you with the return address to ship the item back to us.

Step 3: Pack your shoes safely (remember to double-box or bag them to protect the shoe box!) and drop the package at your nearest NZ Post outlet.

Once your return arrives at our warehouse, please allow 3-5 business days for our team to inspect the shoes and process your exchange or store credit.

Non-Returnable Items

Gift Cards are non-refundable.

Items marked as "Final Sale" cannot be returned or exchanged unless faulty.