Mount Kiwi FAQ

Mount Kiwi is the trading name of DS Global Ltd, a New Zealand-based company directed by Nikki Douglas & Claudine Douglas.

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

All of our garments are made in Nepal. Our Unisex Wool Work Socks & our Merino Gumboot socks are made in New Zealand.

We’re an online store, therefore we don't have a physical storefront or showroom available to visit. All purchases are made via our website.

Yes! You can send gift cards via email to eithert yourself to pass on to a friend or family member, or you can email it to them direct by clicking here.

If an item is sold out you will see the red 'NOTIFY ME WHEN AVAILABLE' button on the product page. Simply click that, enter your details, and as soon as the item is back in stock you will be notified immediately.

We accept payment via credit card (Visa, Mastercard), PayPal, Polipay (internet banking), Afterpay (NZ/AUS/USA), and ZipPay (NZ only).  

To redeem your promo code, simply enter the code into the discount code box at checkout and click ‘Apply’. If you place an order and forget to apply the promo code, drop us a note at contact@mountkiwi.co.nz and we’ll adjust the price of your order if it falls within the terms and conditions of the promotion/sale period.

If your item hasn’t shipped yet, you can request to change your order by getting in touch at 0800 NZ WOOL (0800 699 665) or by emailing us at contact@mountkiwi.co.nz. Once your order has been shipped, we’re unfortunately unable to make the change.

Once your order has been dispatched you will receive a Shipping Confirmation email containing your tracking details so you can track the status of your parcel.

Please check your Spam/Junk folder. If you don't see your Order Confirmation there, please email us at contact@mountkiwi.co.nz to request it be resent to you.

Our entire range is a standard NZ fit unless otherwise stated on the product page. Each product page has both cm & inch garment measurements, and also an additional height/weight ratio guide for a 'best-fit' recommendation.

Each order (excluding sale orders) is dispatched with a returns form enclosed.  Simply complete your details and send both the form and your purchase back to us within 30 days of receipt.  We'll take care of the rest. 

All of our clothing is made using pure NZ wool, except for our Nordic jersey which is made of Australian lambswool.

We use a blend of Romney and Perendale wool, sourced from the South Island of New Zealand. Our Australian lambswool is sourced directly from Australia and our Yak wool is sourced from Tibet.

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. 

Shipping on all NZ orders over $250 are free. All other shipping costs are destination dependent. Please refer to our Shipping page here.

We dispatch all domestic and international orders within 1–3 business days. During busy sale or promotion periods, dispatch timeframes may extend to 5–7 business days.

Pre-order items are dispatched within the timeframe shown on the product page at the time of purchase.

For New Zealand orders, parcels are sent via NZ Post on an overnight service. NZ Post aims to deliver to North Island urban addresses the following business day, and to South Island urban addresses within 2 business days. Please allow an additional 2–3 business days for rural deliveries nationwide.

For international orders, please allow 10–14 days for delivery.

Tracking details will be emailed to you once your order has been dispatched.

If you need your order urgently, please email us at contact@mountkiwi.co.nz and we will do our very best to have it sent out the same day.

Once your order has been dispatched, we’ll email you a shipping confirmation email with your tracking details.

Didn’t receive a shipping confirmation? Check your spam folder (particularly for xtra.co.nz customers). If all else fails, get in touch with us at contact@mountkiwi.co.nz and we’ll supply you with a copy of your tracking number.

Mount Kiwi is committed to providing exceptional quality service and products. But we understand that sometimes things aren’t quite right. You can view our full Returns Policy here: Returns Policy guidelines.

Your order will be dispatched with a Returns form enclosed.  Please complete your details  When you receive your purchase, your parcel will also include a white Returns form.  If you would like an exchange or a change-of-mind refund, simply fill in your details, follow the return shipping instructions and send it back to us within 10 days of receipt.  If you're unable to return it within this time-frame, you will need to let us know in advance.  Items sent back after 10 days of you receiving them will not be able to be accepted back into our warehouse. 

Afterpay will adjust the payment schedule and refund you in full. For further information and questions about third party payment provider refund processes, please reach out to the relevant customer service teams:
Afterpay www.afterpay.com

No worries! As long as the item is returned in brand-new condition (unworn and unwashed) and has the original swing tag attached, you can Start a Return.

Please inspect your purchase immediately upon delivery, even if it is a gift. If the item you have received is faulty or incorrect, please email us immediately quoting your order number, advising what the issue is, and providing a clear photo. We will provide a replacement immediately.

Unlike hard goods, our wearable products do not come with a blanket 12-month warranty. The lifespan of knitwear, slippers, socks, and other wearable items can vary considerably depending on how often they are worn, how they are cared for, how they are washed and stored, and the type of use they receive. For this reason, we do not apply a fixed time-based warranty. Instead, we stand behind genuine faults and workmanship issues. This approach aligns with the Consumer Guarantees Act 1993 and the concept of reasonable durability.
If you believe there is a genuine fault or workmanship issue, we ask that you get in touch with your order number and clear photos so we can assess the item fairly. Where an item is found to be faulty due to workmanship issues, we will provide an appropriate remedy, such as a repair or replacement.

If you change your mind on any item, simply return it within 30 days of receipt for a refund. 

• Original shipping costs (if any), are non-refundable.    
• The cost of returning the item to us for refund is at the expense of the customer.   
• Once your return has been received and accepted for refund, we will refund you via your original method of payment within 2-4 business days.   
• Any promotional giveaways that may have been included with your order must also be returned in order for your purchase to be refunded.