Customer Help FAQ

Customer Help FAQ


  • Am I able to change my order once it has been placed? 
    We do try to process all orders as quickly as possible, however, if you have noticed an error with your order due to an incorrect size being ordered or incorrect shipping details, please contact us as soon as possible and we will aim to adjust your order before shipping. For security reasons, we are unable to make any changes to billing information. Please note that we cannot accommodate order changes during a promotion/sale period.
  • I'm not sure of my size, do you have a size chart? 
    We offer size charts for most of our products to help you when making an online purchase. They can be found under information at the bottom of our home page. We do not offer a sizing chart for our Pointe shoes – we strongly recommend visiting a Bloch store to have your shoes fitted before purchasing them online.
  • What do I do if I receive an item that is faulty?
    In case of an item believed to have a fault, we wish to resolve any issues as soon as possible. Please email prior to making your return, we will address your concerns in a sensitive and timely manner.
  • I have received an incorrect item in my order, what shall I do?
    If you have received an incorrect item, please email your order number, order name and the item that was received incorrectly and we will endeavour to rectify this for you as soon as possible.
  • There is an item missing from my online order?
    If you have received your online order and there is an item missing, please email your order number, order name and the item that was missing from your order and we will get back to you as soon as possible.


  • What payment methods can I use to pay for my order?
    For online orders we accept credit card payments with Visa or Mastercard, Paypal, Paypal Pay in 4 (AU customers only), Apple Pay, Google Pay and Shop Pay. For credit card payments over $200 you may be asked to supply identification for the safety of you and your card.
  • How do I redeem an online credit or use an online gift voucher? 
    If you have received an online credit or E-Gift Card, you will have a unique voucher code. To redeem, simply enter the code exactly how it appears into the window provided at checkout and click 'ok' to apply the voucher.
  • I have placed an order, when will the payment be processed? 

    The payment is automatically captured at the time of placing the order. If your order contains an item that is out of stock and we are unable to fulfil this for you from a Bloch retail store, a refund for the unavailable item will be processed which can take up to 3-5 business days to clear. The remainder of your order will be shipped and you will receive an email notification of the refund. We appreciate your patience and understanding.


  • Can I use a PO Box as a shipping address?
    If you require your order to be shipped to a PO Box address, please select eParcel as the shipping method at checkout.
    Star Track courier do not have access to PO Boxes. For all StarTrack deliveries, we do require a residential or business address for your goods to be shipped.
  • How long does it take for orders to be dispatched?
    Thank you for placing your order online, Bloch will dispatch goods within 1-3 business days of you placing your order. 
    Please note that dispatch times may vary during a promotion/sale period. Not inclusive of public holidays or weekends.
  • How long will my order take to be delivered?
    Delivery times specified are estimates only, delivery to rural addresses may take longer and once shipped, Bloch is not liable for any delays.
    Standard eParcel - delivery is approximately 3-5 business days.
    StarTrack Priority - 1-2 business days
    DHL Express - 1-2* business days to 80% of New Zealand
    *Delivery to 80% of New Zealand. Delivery to rural and Po Box addresses may differ.
  • Can I track my order?
    Yes you can! Once your order has been shipped you will receive tracking details for your parcel via email.
  • Do you offer Express Post?

    We do not currently offer express post as a shipping option. 
    Star Track is our preferred method of delivery which offers a safe, fast and reliable service. 
    If you have any concerns with delivery times, please contact us.

  • Can I specify to have my parcel left if I'm not home? 
    All parcels will default to ' if unattended the parcel will be left in a safe place'. A signature will be captured if the customer is home. If not, the customers of freestanding residences who have a safe place to leave the parcel will have their parcel delivered. If the driver does not feel that there is a safe place to leave the parcel, the delivery will be carded and taken to the nearest Post Office to await collection. If you do not wish to have the parcel left in a safe place, please leave a comment in the field provided throughout the checkout process.
  • Tracking for my parcel states delivered but I have not received my parcel, what do I do?
    If you have tracked your parcel online with Star Track or Australia Post and it states that your parcel has been delivered but you have not received your parcel please contact us via our contact page with your order details and we will do our best to assist you further.


  • How do I make a return?
    As long as the eligible item is unworn, unwashed and tags are intact, we offer free exchanges, and free returns for a store credit. Just have your Invoice Number and email address ready. You’ll find your Invoice Number in the Order Confirmation email. Before we get started, please review which option you prefer and if your item is eligible for an exchange or return. View the Online Returns policy page here for further information.
  • How does a direct size exchange work?
    If the fit wasn't quite right and you want to swap it for a size up or down then request an Exchange. Please ensure the return is correctly packaged to prevent any damage to the item/s or packaging in transit. You’ll receive a prepaid return label and the replacement size will be sent as soon as we’ve received notice your original parcel is scanned as ‘in transit’ by Australia Post. 
  • Can I get a refund?
    We offer a refund or credit note for the product price if it was purchased online at full price. The item will need to be returned within 30 days, in the original packaging and condition. For a full overview please visit our Returns Policy Page found under information at the bottom of the homepage.
  • Can I return a sale item? 
    We do not accept returns of sale items purchased online, please be sure when making your purchase.
  • Can I return or exchange an online item in a Bloch store?
    Bloch does not currently offer this facility. Returned items must be submitted using the Online Returns portal that is available from the returns policy page.