Listed below are some frequently asked questions.
Please feel free to contact us if what you need to know is not covered here.
Every brand and design of shoe will vary in fit and size but if you can work out your typical shoe size it will help you decide what size to order and will help us advise you if you need assistance.
Step 1. Measure your foot length
Take a piece of paper that's long enough for your foot to fit on, butt the edge against a wall, place your heel (barefoot) on top of the paper and hard against the wall, then mark with a pen where your longest toe ends. Measure this length with a ruler. See which box your foot length falls into the table above, and that is your typical shoe size.
NOTE: If your length is less than 26.75cm but you know you usually take size 10+ shoes that will be due to your foot being a bit wider and needing a larger size.
Step 2. Estimate your foot width
Manufacturers used to make shoes in A, B, C and D width fittings. Shoes are now made in just one width - usually B or C. You will notice this where we state the width in the descriptions of each style. B or C generally equates to Average or Wide but more on that below. For the moment select the statement that best describes your foot.
Narrow Your heel often slips out of shoes or you slip forward.
Average You fit most shoes easily and often get the same size.
Wide Shoes always feel firm, you often ask for a size up.
Extra Wide Shoes are always very tight, you often stretch your shoes.
You can now define your typical shoe size (eg: my typical shoe size is 11.5 Narrow, 10 Average, 12 Wide etc).
Step 3. Adjust your size depending on your foot width
If you are:
Narrow Order in the size you measured. Please also refer to our information below for narrow feet.
Average Order the size you measured.
Wide Order shoes ½-1 size larger than you measured. Please also refer to our information below for wide feet.
Extra Wide Order 1-2 sizes larger than you measured. Please also refer to our information below for wide feet.
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.
Use our shop by size filter on our website. We stock brands in New Zealand and European sizes so make sure you click on your NZ and European size (eg: size 13 and size 46) to see everything in your size. Check the product description for each style's width fitting and any extra fitting notes such as orthotic friendly. Please feel free to ask us for additional information.
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 or visit one of our stores. We’re always willing to help and share our knowledge. Please get in touch!
Phone us on 0800 145 890. Email us at firstname.lastname@example.org. Visit one of our stores in Auckland, Hamilton, Wellington, 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.
We’re always willing to help and share our knowledge. Please get in touch!
Phone us on 0800 145 890
Email us at email@example.com
Visit one of our stores in Auckland, Hamilton, Wellington, Christchurch
We're serious about heel heights because we know how important heel height can be. We get it! We measure the heels heights of all our shoes - even sneakers and sandals! - so you know how much taller you will be in the shoes. We measure (in centimetres) from the floor to the back of where your heel sits in the shoe. The heel height is shown in the product description.
Platforms and flatforms? If the shoe has a platform, the platform height is noted in the heel height too. For example, HEEL 6.5cm (on a 3cm platform) means you'll be 6.5cm taller wearing the shoes but your foot angle is only 3.5cm. Flatforms add height without increasing your foot angle like a traditional heel.
Looking for new shoes is fun - but it can be overwhelming with so many styles to choose from! Heel height is important for many of you so we've made finding shoes in your heel height easier. We've divided our shoes, boots and sandals collections into Flat, Mid and High according to heel height. Do you feel tall enough? Do you want to add some height and lengthen your legs? Do you want comfort and style without height? Do you want a bit of a heel rather than completely flat? Whatever you need we've got you covered! Happy browsing!
FLAT Less than 3.5cm
HIGH Over 6cm
We all love boots that not only look good but feel good too - boots you pull on and instantly fall in love with because they feel like they were made just for you. Here are some calf width guidelines for long boots to help you choose your perfect pair. The calf width description for long boots is shown in the product description on our website. Happy hunting!
Slim The boots are tailored. Best suited to a woman who normally wears New Zealand size 8-12 clothing.
Medium The boots are a standard fitting. They may have elastic gussets and/or adjustment features (buckles, ties) to provide a more tailored or casual look. Best suited to a woman who normally wears New Zealand size 12-16 clothing.
Generous The boots are designed for sporty calves and bigger legs. They may have elastic gussets and / or adjustment features (buckles, ties) to provide a neat fit. Best suited to a woman who normally wears New Zealand size 16+ clothing.
Adjustable / Stretch The boots have features that offer a flexible fit - such as the boots being made of a stretch material (non-leather) and/or elastic panels or buckles.
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.
Stores and Opening Times
Yes. We have 4 retail stores in New Zealand. Visiting our stores is an unforgettable experience you’ll love. They are modern and filled with all our beautiful shoes for you to try.
Auckland Monday-Saturday 10am - 4pm
Hamilton Monday–Saturday 11am – 3pm
Wellington Tuesday – Saturday 11am - 3pm
Christchurch Monday - Saturday 10am - 4pm
Auckland 113 Sandringham Rd, Mt Eden Phone 09 845 3434
Wellington 27c Waitoa Rd, Hataitai Phone 04 920 1004
Christchurch 97-99 Westminster St Phone 03 355 5030
Hamilton Queenwood Village, Queenwood Ave Phone 07 855 9621
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 sizes 10-16. 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.
Wellington – FREE PARKING is available right outside our store.
Christchurch – FREE PARKING is available in Westminster Street just along from our store.
Hamilton - FREE PARKING is available right outside our store. Extra parking is available around the area, meaning you can always extend your visit to include a coffee stop.
All stores are CLOSED on New Zealand public holidays
NEW YEAR 1 and 2 January
WAITANGI Day 6 February. All stores closed Waitangi Day and the observed day (Monday) when 6 February falls on a weekend.
EASTER Closed Good Friday and Easter Monday. All stores OPEN on the SATURDAY of Easter weekend
ANZAC Day 25 April
QUEEN'S BIRTHDAY First Monday in June
LABOUR Day Third Monday in October
CHRISTMAS Day 25 December
Stores are CLOSED on their Provincial Anniversary Day but are OPEN on the Saturday of the anniversary weekend
Wellington Anniversary Day Third Monday in January. WELLINGTON store CLOSED MONDAY, OPEN SATURDAY
Auckland and Hamilton Anniversary Day Fourth Monday in January. AUCKLAND and HAMILTON stores CLOSED MONDAY, OPEN SATURDAY
Canterbury Anniversary Day Third Friday in November. CHRISTCHURCH store CLOSED FRIDAY, OPEN SATURDAY
Ordering & Payment
Our online store has been moved to new platform. When you log in for the first time, you will need to create a new password. You are also now able to shop as a guest.
We Accept the following Payment Methods VISA | MASTERCARD | LAYBUY | AFTERPAY | INTERNET BANKING (via POLi)
Our stores accept | Cash | Eftpos | Visa | Mastercard | LayBuy | 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)
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 10 days |
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 10 days |
At Willow Shoes we will happily give you a refund so long as your order meets our returns policy - shoes must be returned:
| In original condition | In original packaging | With your receipt | Within 10 days |
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 selection of shoes, boots and sandals ON SALE all year round on our website and in our stores.
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.
Shipping or Collecting
FREE delivery for orders in New Zealand
FREE delivery for orders to Australia
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.
Rest of the World – we do not ship outside of New Zealand and Australia. For enquiries about shipping please email firstname.lastname@example.org 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 HAMILTON. 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 (available online and in all our stores) - they help to air shoes and smooth out wrinkles to restore shape.
Use boot trees (available online and in all our stores) - they help to air your boots and keep them smooth and straight, especially around the ankle area where boots can sag over time. 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!
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.
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.