FAQS

The size and fit of shoes varies between brands and styles but working out your typical shoe size will help you order the right size and will help us advise you if you need assistance. Important - always look for any FIT NOTE for a style...our staff add helpful notes about how each style is fitting and if its running smaller or larger for example. Super helpful.

Step 1. Measure your foot length

Place a piece of paper (or a tape measure) that's longer than your foot on the floor with the edge against a wall. Put your bare foot on the paper with your heel against the wall. Use a pen to mark the paper where your longest toe ends. Measure this length with a ruler. Measure your other foot the same way (it's quite common for one foot to be longer than the other). Compare your longer foot measurement with the size grid below to find out your typical shoe size.

Please note - if your foot length is less than 26.75cm but you usually wear size 10 or above, this is usually due to your feet being a bit wider than average. Read on!

Step 2. Estimate your foot width

Choose the word that best describes your foot width.

Narrow Your heels often slip out of shoes or your feet slip forward in shoes
Average You fit most shoes easily and often get the same size
Wide Shoes always feel firm, you often get a size up
Extra Wide Shoes always feel very tight, you often stretch shoes

You can now define your typical shoe size (eg: my typical shoe size is 11.5 Narrow, 10 Average, 12 Wide etc).

Shoes used to be made in different width fittings from AA (very narrow) to D (very wide). Shoes are now made in just one width, usually B (average) or C (wide). The width of each of our styles is stated in the product description...more on that below.

Step 3. Adjust your size depending on your foot width

If you are:
Narrow Order the size you measured. Also see our FAQ for narrow feet below.
Average Order the size you measured.
Wide Order ½-1 size larger than you measured. Also see our FAQ for wide feet below.
Extra Wide Order 1-2 sizes larger than you measured. Also see our FAQ for wide feet below.

Our long boots have CALF WIDTH information within each product to help you find boots that will fit your legs as well as your feet. We define each style as either Slim, Average or Generous for calf width.

SLIM For legs that measure 38cm or less around the widest part of your calf. Some boots are made with stretch materials that also fit a more generous calf

AVERAGE For legs that measure up to 44cm around the widest part of your calf

GENEROUS For legs that measure 45cm or more around the widest part of your calf

How to measure your calf width
Use a tape measure to measure around the widest part of your leg below the knee.

Measure both legs as there can be a difference between each leg. Use the bigger leg measurement as your calf width.

If your calf width is under 38cm look for CALF WIDTH Slim and boots made with stretch materials and adjustment features that can 'pull' the boots in a bit.

If your calf width is 39-44cm you will generally fit our boots defined as CALF WIDTH Average.

If your calf width is 45cm or above, look for our boots defined as CALF WIDTH Generous. 

Helpful hints to find your fit
We love long boots that fit like a dream - boots you put on that feel like they were made just for you.

Long boots may have stretch panels and elastic gussets to help improve the look and fit for different size legs. Check the UPPER and LINING information within the product to see what materials the boots are made of.

Some long boots have adjustable features like buckles or ties to offer a flexible fit for different legs. This makes some boots suitable for Slim, Average and Generous legs. These boots can also offer a more tailored or relaxed and casual look.

Tips for trying on Long Boots
Put you foot in the boot and then raise your leg to horizontal, before doing up the zip. Having your leg raised relaxes the calf muscles and can make it easier to do up the zip.

Check if you can pull the top of the boot together (where the zip finishes) before trying to do the zip up. If the top ends meet there is more chance the boot will do up, even if there is a gap below the top that doesn't meet.

Thread a shoe lace through the zip puller. This can help you pull the zipper up - and can help protect your fingernails!

Check boots that have double zips - sometimes one of the zips is for decoration only (you can usually tell because the zips will be different). When this is the case, the decorative zip is not intended to be used to get the boots on and off, and it may not be as strong as the main zip.

Look at the style of the boot - some styles work for bigger calves when they are worn pushed down a bit - with the top under the widest part of your legs.

Need some more help?
Please get in touch with us - we'd love to help you.
P 0800 145 890 (Within NZ)
P +64 9 845 3434

We love long boots that fit like a dream - boots you put on that feel like they were made just for you.

Long boots may have stretch panels and elastic gussets to help improve the look and fit for different size legs. Check the UPPER and LINING information within the product to see what materials the boots are made of.

Some long boots have adjustable features like buckles or ties to offer a flexible fit for different legs. This makes some boots suitable for Slim, Average and Generous legs. These boots can also offer a more tailored or relaxed and casual look.

Tips for trying on Long Boots
Put you foot in the boot and then raise your leg to horizontal, before doing up the zip. Having your leg raised relaxes the calf muscles and can make it easier to do up the zip.

Check if you can pull the top of the boot together (where the zip finishes) before trying to do the zip up. If the top ends meet there is more chance the boot will do up, even if there is a gap below the top that doesn't meet.

Thread a shoe lace through the zip puller. This can help you pull the zipper up - and can help protect your fingernails!

Check boots that have double zips - sometimes one of the zips is for decoration only (you can usually tell because the zips will be different). When this is the case, the decorative zip is not intended to be used to get the boots on and off, and it may not be as strong as the main zip.

Look at the style of the boot - some styles work for bigger calves when they are worn pushed down a bit - with the top under the widest part of your legs.

Need some more help?
Please get in touch with us - we'd love to help you
P 0800 145 890 (Within NZ)
P +64 9 845 3434

CHECKING THE FIT OF YOUR SHOES AT HOME

ALWAYS try shoes on carpet (to avoid marking the soles) in case you decide to return them.
Please only try on shoes for short periods to avoid making creases in the leather.

1. Your toes should not touch the very end of the shoes when you stand up.
2. You should be able to wiggle your toes a little.
3. You should not feel increased numbness in your feet after about 5 minutes.
4. Some firmness across the shoe is ok as it will usually ease.
5. If the shoe is extremely tight and becomes more uncomfortable after 5 minutes then it is too small or narrow for you. Please Select ½ or 1 size larger to try.
6. If you have narrow feet and have some minor heel slip you can ask us for a complimentary pair of heel grips.

Always select BOTH a US size and the corresponding EU size to make sure you see all styles that are near your shoe size.
Why? All our brands use one of these sizing methods but not both and when we set these products up in our online store, we can only use one size system for it.  Here is a general suggestion of which size combinations to select when you want to filter for your shoe size and make shopping easier.
Size 10/42  Size 11/42/43  Size 12/44/45 Size 13/45/46 

We understand it’s more of a challenge to find great-fitting shoes when you have narrow feet.
Look for styles that can be adjusted.
Crossover straps, buckles, velcro, laces, toggles, heel grips, elastic inserts and insoles can all help.
Styles that come higher up the front of your foot often work better as you are less likely to walk out of them.

It often helps if you can get in touch with us - we’re always willing to help and share our knowledge.
Phone us 0800 145 890
Email us info@willowshoes.com
Visit our stores in Auckland and Christchurch

It’s amazing how many of our styles suit wide feet.
Try sizing up by half or one size in the style you like – you’ll be amazed how often this does the trick.
Look for shoes that can be let-out to provide a better fit.
Adjustable straps, buckles, veldro, laces, toggles and zips can all help.
Shoes and boots with V gussets often work well and can provide comfort where there is usually tightness.
Look for good quality leathers that will mould to your feet.

It often helps if you can get in touch with us - we’re always willing to help and share our knowledge.
Phone us 0800 145 890
Email us info@willowshoes.com
Visit our stores in Auckland and Christchurch.

Our HEEL information in the product description tells you how much TALLER you will be in the shoes.
All shoes - even flat ones - add to your height so we measure the heels of ALL our shoes.
We measure in centimetres from the floor to the back of where your heel sits in the shoe.

The heel height of each style is shown in the product description.
HEEL 7cm This means you will be 7cm taller wearing these shoes.

Platform styles include the platform height to help you choose the best style for you
HEEL 7cm (3cm platform) This means you will be 7cm taller wearing these shoes but your foot angle is 4cm (the height difference between the heel and the platform).

Flatform styles may be in the Flat, Mid or High collection depending on the flatform height.

Selecting new shoes can be overwhelming - we've made it easier by grouping Flat, Mid and High styles together
Do you want to add height, stay low or be somewhere in-between?
Browse your preferred style height in our Shoes, Boots and Sandals collections to quickly find what you want
Refer to the individual product description for the exact heel height of a particular style.
Regardless of the style, the HEEL information tells you how much TALLER you will be in the shoes

FLAT /LOW Under 3cm
MID 3 - 5cm
HIGH Over 5cm

Sorry, no. Willow Shoes is a retailer with four stores in New Zealand and an online shop. If you have a style you would like us to try and find in a long size please send us a photo and we will see what we can do.

1. Create a softening soak
Remove old polish, then pour a capful of a salt-based foot soak into a basin of warm water; submerge your feet for 10 minutes. The salt helps to soften skin and cuticles.

2. Cut and file
Use a clipper to trim your toenails straight across so they're about even with the top of your toes (leave just a hint of white tip). Next, use an emery board to softly round the outer edges of each nail.

3. Remove the rough stuff
Rub a pumice stone over callused spots. Next, massage on a thick exfoliating scrub to gently remove any remaining dead skin or use a foot file. Rinse with warm water.

4. Get all-over smooth
Lock in moisture by rubbing on a rich foot cream. Wrap your feet in gladwrap, pop your socks on and then go to bed.

5. Polish to perfection
Twist some tissues and put between toes, then apply a base coat. Dip the brush into your polish, and wipe off excess. Place brush in the middle of your nail at the cuticle line, and pull it toward the tip. Repeat on the sides, adding more polish, if needed. Finish with a top coat to prevent chips.

We have two New Zealand retail stores - in Auckland in the North Island, and in Christchurch in the South Island.  Visiting our stores is an unforgettable experience you’ll love. They are light and modern and filled with beautiful shoes for you to try.

Auckland
OPEN Monday-Saturday 10am - 4pm
113 Sandringham Rd, Mt EdenPhone 09 845 3434

Christchurch
OPEN Monday-Saturday 10am - 4pm
97-99 Westminster St, St Albans
Phone 03 355 5030

Our retail stores are CLOSED on New Zealand public holidays and between Christmas and New Year
Our online store is always open - orders placed after hours or on a public holiday are sent out when our stores re-open

Our stores will be closed over the holiday period. We will be closed from the 24th of December 2023 and re-open on the 3rd of January 2024. We wish you a very Merry Christmas and a Happy New Year! 

NEW YEAR 1 and 2 January
AUCKLAND ANNIVERSARY Day* AUCKLAND store closed
WAITANGI Day 6 February (stores closed on Monday when 6 February falls on a weekend day)
EASTER Good Friday and Easter Monday. Stores open on Easter Saturday
ANZAC Day 25 April
KINGS BIRTHDAY First Monday in June
MATARIKI 
LABOUR Day 
CANTERBURY ANNIVERSARY Day* CHRISTCHURCH store closed
CHRISTMAS Day 25 December
BOXING Day 26 December

* ANNIVERSARY Days Please note our stores are open on the Saturday of anniversary weekends

You will love visiting us. Everyone at Willow Shoes has long feet like you. You will feel completely at ease once you have gathered yourself together after the excitement of seeing so many divine shoes in one place! The atmosphere is welcoming, friendly and not at all pushy. We want to help and we want you to enjoy "playing” with shoes. We want you to find something that looks good and feels comfortable. Customers chat and help one another because we are all there for the same reason!

Willow Shoes stores are also where you will find Redwood Clothing...for tall women. We have a range of beautiful clothes by New Zealand brands in NZ sizes 10-18. If you are tall, or have a tall friend please have a look or visit www.redwoodclothing.co.nz.

Auckland FREE PARKING is available right outside our store. Please note parking can be limited when there's a game on at Eden Park. You are welcome to use our customer carparks at the back of our store - access on Shaw Street. See the big green signs on the side of our building.

Christchurch FREE PARKING is available in Westminster Street just along from our store.

We Accept the following Payment Methods VISA | MASTERCARD | AFTERPAY | INTERNET BANKING (via POLi)

Our stores accept | Cash | Eftpos | Visa | Mastercard | Afterpay | Layby |

Yes! It's exciting when you find lots of beautiful styles that fit well and feel great. We know you don't want to wait or miss out. We offer traditional layby as follows:
| Our layby is 2 months | Minimum deposit | Regular fortnightly payments |
Layby can be set up in store, by phone or by email.

Layby tip: Save your layby styles to your Wish List on our website - you can use this when arranging your layby with us by phone or send us a screenshot by email.

Phone 0800 145 890 (New Zealand only) +64 9 845 3434 (from overseas)
Email info@willowshoes.co.nz

All shoes fit differently. We know you can be a different size across different brands because we are too. We get it...and we're here to help. Please feel free to phone any of our stores for helpful advice.
You can also return your shoes for exchange or refund provided your order meets our return policy. Shoes must be returned:
| In original condition | In original packaging | With your receipt | Within 14 days |
SALE items No refunds, may only be exchanged or credit note issued
CLEARANCE items No refunds, exchanges or returns are available on Clearance items

Sometimes the style you've ordered just isn't quite right - we get it. We will happily refund or exchange your shoes provided your order meets our return policy. Shoes must be returned:
| In original condition | In original packaging | With your receipt | Within 14 days |
SALE items No refunds, may only be exchanged or credit note issued
CLEARANCE items No refunds, exchanges or returns are available on Clearance items

At Willow Shoes we will happily give you a refund on full price items so long as your order meets our returns policy - shoes must be returned:
| In original condition | In original packaging | With your receipt | Within 14 days |
SALE items No refunds, may only be exchanged or credit note issued CREDIT NOTES - Must be redeemed instore, over the phone 0800 145 890 or via email info@willowshoes.com 
CLEARANCE items No refunds, exchanges or returns are available on Clearance items

Yes! And you don’t want to miss them! To find out when we're having a sale join our mailing list. All our sales are available in our stores and in our online store. We also have a CLEARANCE and SALE collection of shoes, boots and sandals all year round in our online store and in our stores.
CLEARANCE items No refunds, exchanges or returns are available on Clearance items.
SALE items No Refunds, exchange or store credit only.
CREDIT NOTES - Must be redeemed instore, over the phone 0800 145 890 or via email info@willowshoes.com 

If your size is not showing it means we have sold out. However, we do get returns and we run a waiting list service. If you want a particular style, get in touch with your contact details and the style name, colour and size you want. We will contact you if your style becomes available. There is no guarantee but we will do our best.

Yes. We get some returns and we run a waiting list service. If you want a particular style, get in touch with your contact details and the style name, colour and size you want. We will contact you if your style becomes available. There is no guarantee but we will do our best.

FREE delivery for orders in New Zealand $100 or more.  A $7.50 charge applies to orders under $100

AUSTRALIA - orders of $150 or more are shipped free. Orders under $150 will incur a $25 charge per order.

All orders placed through this website are shipped from New Zealand.
Any import duties and/or taxes are the responsibility of the recipient in the destination country.

For enquiries about shipping please email info@willowshoes.co.nz before placing your order

Our click and collect service is not automated and we need to check if the shoes you are ordering are located in the store closest to you. When you go to the checkout, please indicate in the shipping section that you wish to collect your shoes and which store you would like to collect from. Eg COLLECT from AUCKLAND. We will contact you when your shoes are ready to pick up.

Shoes look and feel better with a bit of TLC.
Take a little bit of time to care for your shoes - you will look better in them and the shoes will wear better and last longer.

To reduce marks* and retain colour:
Apply neutral shoe cream to leather right away (available online and in all our stores)
Apply protector spray to suede or nubuck right away (available online and in all our stores)
Patent already has sufficient protection so you don't need to do anything.

* Please note some things like oil will mark your shoes no matter what you do - so don't fry bacon in your suede boots!

Other easy tips:
Avoid wearing the same shoes day after day - shoes need a chance to air and dry out.
Use shoe trees - they help to air shoes and smooth out wrinkles to restore shape.
Use boot trees. If you don't have any boot trees you can make your own by rolling up and taping two high gloss magazines.
Keep your shoes tidy and together - put them on a shelf, in their boxes, in shoe bags (not plastic) or neatly by your door. Resist the urge to kick them off and throw them in the wardrobe when you take them off!

Use shoe gel to protect and moisturise the leather (available online and in all our stores)

Use colour-matched shoe cream or nugget to protect and moisturise the leather and to restore the colour to scuffed shoes (available online and in all our stores)

Patent leather is normal leather with a top layer over the leather to provide a high-shine finish.
Protect the patent coating by applying a specialist patent cleaning and shining cream (available online and in all our stores).

Suede and Nubuck are types of leather. They are generally softer and less resistant to water and moisture than normal leather.
Apply a suede protector spray before wear to protect against spills (available online and in all our stores).
Avoid wearing suede or nubuck in the rain.
Remove any dirt after it has dried, using a suede brush (available online and in all our stores)
Do not use shoe cream or nugget on suede or nubuck.
Shoe dye can be used to restore colour but be careful to ensure an even colouring - not spots!

Here are two easy ways…

Simple baking soda and white vinegar method

This three step method is often all you need. Try it with ‘ingredients’ you probably already have.

1. Get baking soda, white vinegar, small container, old toothbrush and clean white cloth (an old t-shirt will do; muslin is good).
2. Make a baking soda and white vinegar paste in the container and apply it to the white soles with the old toothbrush. Leave the paste on for a few minutes to dry.
3. Remove paste with the toothbrush and rub the shoes clean with the white cloth (dampened with water).

Easy make-up remover method

In a real hurry or on the go? Try using make-up remover. Use the pre-moistened wipes on the soles of your shoes or apply the make-up remover from the bottle using a soft white cloth or white tissues. Use your nail to push the wipe/cloth into the sole pattern and grooves.

With the exception of gumboots, most shoes and boots don't like getting wet. If you get caught out and find yourself racing through rain and puddles, here are our top tips for your wet shoes 

1. Get out of your wet shoes as soon as possible
2. Stuff your shoes with scrunched up newspaper to absorb moisture. Change the newspaper each time it gets wet through.
3. Dry the shoes slowly away from direct heat sources (do NOT put them in front of an open fire, woodburner or heater - this dries the leather too quickly making it hard and prone to cracking).
4. Apply a shoe cream after the shoes have dried to protect and restore the leather (available online and in all our stores).

Leather soles are less common than they used to be but they are still popular.

People like leather soles because they are natural, light and flexible. They are often seen as a sign of quality. Leather soles can wear more quickly than man-made soles. Leather soles are smooth so can be slippery - especially when they are new.
Man-made soles can also be slippery but they often have a tread pattern to help with grip. Leather soles are natural so are less waterproof than man-made soles. These days it's more common to see leather sole shoes partially covered with rubber to address the smooth and waterproof issues.

We recommend:
Avoid wearing leather sole shoes in wet weather - especially when they are new while the soles are more slippery and more porous (with wear the leather soles will 'pack down a bit' and become more waterproof).
If the leather soles do not have any covering, take them to a good cobbler to have sole and heel covers added. Wear the shoes a couple of times first to scuff the soles a bit to create a better surface to adhere the new protective soles.