Frequently Asked Questions

We accept Visa, Mastercard, PayPal and Afterpay. Payment is taken through our secure, encrypted checkout, and you will see the lock icon in your browser while you pay. If you would rather talk to someone before ordering, call us on 09 622 1318 and we will help you choose.

Yes. You can create an account at My Account to keep your details and see your order history in one place. It also makes reordering a pillow or a second inner quicker. Creating an account is free.

Yes. Our store is also available in Chinese at kiwiwool.nz/zh/, with the same New Zealand made alpaca and wool products. You can switch language using the language switcher at the top of any page.

Shipping is free nationwide on New Zealand orders over $150 after discounts. Orders under $150 pay the standard shipping rate, which is calculated and shown at checkout before you pay, so there are no surprises.

Orders are generally shipped within 5 working days. Delivery is by Aramex and usually arrives within 7 days across New Zealand and Australia. Delivery times can vary by region and by how busy the courier network is, so please allow a little flexibility.

Yes. Shipping to Australia is $35 NZD for orders over $100, by Aramex, usually within 7 days. The final cost is shown at checkout. Import GST or duties, where they apply, are the buyer’s responsibility unless shown at checkout. Our Australia page covers sizes, warmth and shipping in detail.

Yes. Shipping to China is $35 NZD for orders over $100. All goods are packaged securely, but we take no responsibility for international orders damaged in transit. Our Chinese-language store at kiwiwool.nz/zh/ has the full range in Chinese.

Keep all the packaging and contact us as soon as possible on 09 622 1318 or at info@kiwiwool.nz. Couriers set a time limit on damage claims, so the sooner we hear from you the better. We will help with a faulty, incorrect or wrong-size item even if it has been opened.

Returns are accepted within 7 days of receiving your order. Items must be in their original, sellable condition, and a Returns Authorisation Form is required for every return. Once we receive the item, refunds or credit notes are issued within 14 working days. Contact us first to arrange the form.

For hygiene reasons, duvet inners, pillows, special-make items and clearance or sale items cannot be returned unless they are faulty. Please check size and weight carefully before ordering. Our duvet size guide and duvet GSM guide help, and you can always call us for advice first.

Contact us as soon as possible with your order details and a description of the problem. Faulty and incorrect items are covered, and we will advise you on the next steps. Wrong-size choices are harder, because inners cannot be returned for hygiene reasons, so if you are unsure about a size, ask before you order.

All Kiwi Wool products are covered against manufacturing defects for 3 years. That includes seam slippage, where stitches come loose along the edges or quilting lines, and fabric defects such as pilling, snagging or tearing that occur without use. If you think your item has a fault, contact us by phone or email with the details.

Personal preference, such as finding a duvet too firm, too soft or too heavy, or noticing the natural scent of animal fibre. Normal wear and tear, such as matting or loss of loft after years of use. Customer damage, including snags, tears, stains, or shrinkage and clumping caused by machine washing.

GSM is grams of fill per square metre. Our temperature guide suggests 200 GSM alpaca for hot summers, 250 to 350 GSM alpaca for mild spring and autumn, and 400 to 500 GSM alpaca or 450 to 600 GSM wool for cold winters. Our duvet GSM guide explains how to match a weight to your home and the way you sleep.

Both are New Zealand fibres that breathe and wick moisture. Alpaca is semi-hollow, so it is around 25% warmer and lighter than sheep’s wool for the same weight, and it is free from lanolin, which suits sensitive skin. Our wool is double-washed and puts a little more weight on the bed, which many people like. Read our alpaca vs wool comparison.

Our sizes are Single 140 x 210 cm, Double 180 x 210 cm, Queen 210 x 210 cm, King 240 x 210 cm and Super King 265 x 210 cm. A duvet should overhang the mattress by about 30 to 40 cm on each side, so many couples size up. See the duvet size guide for the full chart.

Not at the moment. Most people with a king single bed choose our Double inner, which at 180 x 210 cm gives generous overhang on a 107 cm wide mattress. Our single and double duvet inners page explains the options for smaller beds.

It is two alpaca inners sold together: a 200 GSM inner for summer and a 350 GSM inner for spring and autumn. In winter the two button together to make a 550 GSM duvet. It is one system for the whole year, and it is one of our most popular products. Read more on our all-seasons duvet page.

Our 200 GSM alpaca inner is the lightest and most breathable option. Alpaca fibre wicks moisture away from the body and does not trap heat the way many synthetic fills do. Hot sleepers in cooler homes often choose the 350 GSM instead. See our summer duvet inners.

Alpaca fibre is naturally free from lanolin and resistant to dust mites, bacteria and mildew, which is why it is often chosen for allergy-prone and sensitive sleepers. Our wool is double-washed without harsh chemicals and is naturally anti-bacterial. Read our guide to choosing a hypoallergenic alpaca duvet.

A thermoregulating fibre helps, because alpaca and wool release excess heat and moisture rather than trapping them. Many couples also size up to a King or Super King so each person has enough duvet, or use the Alpaca Duvet Combo and adjust through the year. Our post on thermoregulating duvets for couples has more.

No. Our inners are dry clean only and should not be machine washed or tumble dried, because heat and agitation can shrink and clump natural fibre. Spot clean small marks with minimal water. Thanks to alpaca’s natural antibacterial properties, frequent washing is not needed. See our care guide.

Air your duvet periodically for a day or two to refresh it and restore its loft. Alpaca inners are best aired outdoors in the shade, and wool inners can be aired in the sun. Regular airing keeps the fibre fresh and means the duvet rarely needs cleaning at all.

Air it well before putting it away and keep it somewhere dry. When you bring it out again, another day of airing will bring the loft back before the first cold night. Our care guide has the full routine for airing, storing and refreshing alpaca and wool inners.

Yes. Natural animal fibre has a mild natural scent when new, and it fades with airing. Our wool is double-washed to remove lanolin and plant residue, and alpaca is naturally lanolin-free, so the scent is light. It is not a defect, and the natural scent of animal fibre is not covered by the warranty.

In our own factory at Unit B, 80 Richard Pearse Drive, Mangere, Auckland. We are a family-owned business and have made bedding there since 2002. The fibre is carded, quilted on our single-needle machine and sewn on site. Read about how our bedding is made in New Zealand.

Our alpaca and wool are ethically sourced from New Zealand farms. Our alpaca inners are filled with 100% New Zealand alpaca and our wool inners with 100% New Zealand wool. The covers are 100% cotton, down-proof, pre-shrunk and certified to OEKO-TEX Standard 100.

Yes, by arrangement. Call ahead on 09 622 1318 or email info@kiwiwool.nz and we will set a time. You can see the range, feel the different weights and watch the quilting. Our Auckland page has directions and local delivery details.

We have 39 published customer reviews across the range, and every product is rated between 4.8 and 5 out of 5. You can read them on the individual product pages or on our customer reviews page.