FAQ

Are you a New Zealand owned and operated company?

We sure are. 100%. 

 

Where are you based exactly?

We're based in the Waikato region of New Zealand. All customer purchases are shipped from our distribution warehouse on the outskirts of Hamilton.   

 

Do you have a store I can visit?

We're an online store only therefore all purchases are made via our website. 

 

What payment methods do you accept?

We accept payment via credit card (Visa, Mastercard), Paypal, Polipay (internet banking), Aferpay, Laybuy and Genoapay.  All orders are charged in NZ$ upon checkout. 

 

What is Afterpay and/or Laybuy and/or Genoapay?  And how do I use them to purchase?  

Afterpay (NZ, Australia & USA), Laybuy (NZ & Australia) and Genoapay (NZ only) are all third party finance providers.  They offer interest-free payment plans for your online purchases Buy and receive what you want today and pay it off in either weekly, fortnightly or 10-week equal instalments (dependent on which provider you choose).  There are no other hidden fees or costs involved. 

Simply add your Mount Kiwi items to your shopping bag and checkout as normal. At checkout select either Afterpay, Laybuy or Genoapay  as your payment method.  You will then be directed to the selected company's website. Login or register with them, enter your details & confirm payment. Your payment schedule will then be emailed to you.  And your purchase will be dispatched by Mount Kiwi within 2 business days. 

For more information, please visit www.afterpay.com, www.laybuy.com and/or www.genoapay.com.

 

I'm not sure what my size is.  Can you help?  

To assist with your sizing choice, please see our sizing guide here.   Please call us on 0800 NZ WOOL (0800 699-665) to speak to one of our staff who will be happy to recommend the best size for you based on your weight and height.  

What if I order the wrong size?

We like to make sizing exchanges as quick and hassle-free as possible.  Please get in touch with us at contact@mountkiwi.co.nz advising us of the full name under which your order was placed and your order number.  We'll then get in touch asap to arrange an easy exchange with you. 

 

What if I receive a faulty/damaged product?

Please get in touch with us at contact@mountkiwi.co.nz advising us of the full name under which your order was placed and your original order number.  Please also clearly state the fault of the product.  We'll then get in touch with you asap to arrange either a repair or a replacement. 

 

When will my order ship?

Orders will be processed within 1-2 business days of Mount Kiwi having received your order.  A business day is Monday through Friday, excluding public holidays.   Please get in touch with us if you require an urgent delivery and we'll do our very best to get your parcel sent out the same day, if at all possible (applies to orders received before 12pm, Monday-Friday). 

 

What is the cost of shipping?

Within NZ:  Orders under $150.00  are charged a flat rate of $15.00.  Orders of $150.00 or more receive FREE Shipping.

Australia: Starting at NZ$30.00

Rest of the World: Starting at NZ$50.00

 

Will I have to pay any duties or taxes on top of my order?

There may be duties and/or customs taxes applied to your order by your local government when delivery is made, or these may be billed to you afterwards.

We are not liable for these charges, and they unfortunately cannot be reimbursed or refunded by Mount Kiwi.

If you are unsure of the charges and whether you will be affected, please contact your local customs office to find out more information before placing your order.   

 

How can I track my current order?

Once your Mount Kiwi order has been dispatched from our warehouse, you will be sent a tracking number in your Shipment Confirmation email.  If, for some reason, you do not receive this, please check your email Spam/Junk folder (particularly @xtra.co.nz customers).  Failing that, please email us at contact@mountkiwi.co.nz and we will provide you with another copy of your tracking details.  

 

What is the best way to care for Mount Kiwi products?  Will they shrink? 

The inside care label of all Mount Kiwi garments recommends a gentle hand-wash.  However, it is perfectly fine to wash your items by machine but they MUST go on the 'Delicate', 'Handwash' or 'Wool' cycles.  This way they will be washed gently, spun slowly and won't be exposed to hot water.  Heat is what causes wool to shrink so please don't expose your product to hot water or dryers.