Everything you need to know about delivery, returns and our 3-year warranty, in one place. These are the same terms shown on our product pages and at checkout. If anything is unclear, call us on 09 622 1318 or email info@kiwiwool.nz.
Shipping within New Zealand
- Free shipping nationwide on all NZ orders over $150 NZD (after discounts).
- Orders under $150 are charged at the standard rate shown at checkout.
- Orders are generally shipped within 5 working days.
- Delivery is by Aramex and usually arrives within 7 days, depending on your region.
International shipping
- We ship to Australia and China. Shipping is $35 NZD for orders over $100; the final cost for your order is shown at checkout.
- Delivery to Australia is by Aramex and usually arrives within 7 days.
- Import duties or GST charged by your country are your responsibility unless shown at checkout. Ask us if you are unsure.
- We take no responsibility for international orders damaged in transit. All goods are packaged securely.
Australian customers can read more on our shipping to Australia page, including how our sizes map to Australian bed sizes.
Damaged or incorrect deliveries
Please keep all packaging if your order arrives damaged or incorrect. It helps us lodge a claim with the courier within their required timeframe. If you receive a faulty item, an incorrect item or the wrong size, contact us as soon as possible and we will put it right.
Returns
- Returns are accepted within 7 days of receiving your order.
- Items must be in original, sellable condition.
- A Returns Authorisation Form is required for all returns. Contact us to request one.
- Refunds or credit notes are issued within 14 working days of receiving the returned item.
Items we cannot accept back unless faulty
For hygiene reasons and because of clearance conditions, we cannot accept returns of duvet inners, pillows, special-make items, or clearance and sale items unless they are faulty. If you are unsure which size or weight to choose, our size guide, GSM guide and FAQ can help, or call us before you order.
Our 3-year warranty
All Kiwi Wool products are covered against manufacturing defects for 3 years. When you buy from us you are buying directly from the manufacturer, so warranty questions are handled by the people who made your duvet.
Typically covered
- Seam slippage: stitches coming loose or popping along the edges or quilting lines.
- Fabric defects: pilling, snagging or tearing of the outer fabric that occurs without use.
Typically not covered
- Personal preference: the item feels too firm, too soft or too heavy, or has the natural scent of animal fibre.
- Normal wear and tear: natural matting or loss of loft after years of use.
- Customer damage: snags, tears, stains, or shrinkage and clumping caused by machine washing. Our duvets and pillows are dry clean only; see the care guide.
If you believe your item has a manufacturing issue, contact us by phone or email with details of the concern. We will review it and advise you on the next steps.
After-sales care
We stand behind everything we make. If your purchase is not quite what you expected or does not feel right for your needs, please get in touch. We are always happy to discuss your situation and work toward a practical and fair solution.