Returns Policy
We want you to be happy with your purchase! Before buying, please review our policy in full to understand the conditions & process if you wish to return an item. Please note, all sale items are considered final sale. This does not infringe on your rights and protections under the Consumer Guarantees Act (CGA).
New Zealand Customers
All Returns (excl. faulty/incorrect items - see below).
- All returns must be received by us within 14 days of delivery.
- All returns must be returned to us via a postal/courier service. Our office & warehouse are closed to the public. We do not accept in-person returns.
- Items must be in their original condition (unworn, unwashed, with tags attached). Slipper soles must be free of wear, dirt, or marks.
- Complete and enclose the Returns form that was provided with your original order and return to the address noted on your Returns form.
- The cost of returning items to us for exchange or refund is the responsibility of the customer.
- Mount Kiwi is not responsible for lost returns. We recommend using a tracked, signature-required service.
- Refer to your tracking details if you wish to confirm we have received your return. We do not email confirmation of items having been received.
- Allow us 2-4 business days to process your return from the date it is received by Mount Kiwi.
- Once we have processed your return, we will email you with your new tracking details and dispatch your parcel to you.
Sizing Exchanges
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Returns must be received by us within 14 days of delivery.
- Sizing exchanges are available only for the same style & colour, in a different size.
- Your sizing exchange will be shipped to you free of charge.
- If your requested size is unavailable, we’ll offer a store credit or a refund.
Style or Colour Exchanges
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Returns must be received by us within 14 days of delivery.
- A NZ$12.50 handling & reshipping fee applies (invoiced to you, via email).
- If your requested style or colour is unavailable, we’ll offer a store credit or a refund.
Change-of-Mind Refunds
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Returns must be received by us within 14 days of delivery.
- Returns received outside of this timeframe will not be eligible for a refund, and a store credit will be issued instead.
- Your refund will be processed via the original payment method.
- Shipping costs are non-refundable.
- Refunds for Afterpay & Zip purchases incur any applicable Afterpay & Zip fees.
- Any promotional giveaways received with your order must also be returned. If not returned, the retail cost of the items will be deducted from the total refund amount.
Change-of-Mind Refunds on Afterpay / Zip Orders
If you paid using Afterpay or Zip, please note:
- 3rd-party payment providers such as AfterPay, Zip & Klarna charge us a non-refundable merchant fee, which we do not recover if you return your item for refund.
- These fees will be deducted from your refund total if you return your order for a change-of-mind refund.
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This deduction does not apply if your item is faulty or falls under the Consumer Guarantees Act.
Faulty or Incorrect Items, including Sale
- Inspect your item immediately upon delivery, even if it’s a gift.
- Report faults or incorrect items within 24 hours by emailing contact@mountkiwi.co.nz.
- Do not return any faulty or incorrect items until we have responded to your initial email.
- A replacement, repair, or refund will be provided based on the issue.
- Faulty items must be returned within 7 days for assessment. Wear and tear or failure to follow care instructions are not covered.
- Allow 5 business days for assessment.
- We will contact you with the outcome and, if deemed faulty, a repair, replacement or refund will be provided.
- If a repair or replacement is not possible, a refund will be provided.
- In the event an item is deemed not to be faulty, the item will be returned to the customer at their own expense at a flat rate of $20 North Island, $25 South Island.
Sale Items
- Sale items are Mount Kiwi products that are sold at a price reduced from our standard online pricing, and include all items sold online via advertised sale promotions and at in-person, public-facing events.
- All sale items are considered final sale, making them ineligible for exchange or refund (unless assessed by us as faulty).
- Your rights under the Consumer Guarantees Act 1993 are not affected in the event you have received a faulty or incorrect item (please see above).
International Customers
All International Returns (excl. faulty/incorrect items)
- All returns must be on their way back to us within 7 days of delivery (not received by us within 7 days). We acknowledge international delivery timeframes from the date you sent your parcel are outside your control.
- Items must be in their original condition (unworn, unwashed, with tags attached). Slipper soles must be free of wear, dirt, or marks.
- Complete and enclose the Returns form that was provided with your original order and return to the address noted on the Returns form.
- The cost of returning items for exchange or refund is the responsibility of the customer.
- Mount Kiwi is not responsible for lost returns. We recommend using a tracked, signature-required service.
- Refer to your tracking details if you wish to confirm we have received your return. We do not email confirmation of items having been received.
- Allow us 2-4 business days to process your return from the date it is received by Mount Kiwi.
- Once we have processed your return, we will then email you with your new tracking details and dispatch your parcel to you.
Sizing Exchanges
- Returns must be on their way back to us within 7 days.
- Sizing exchanges are available only for the same style & colour, in a different size.
- A reshipment fee applies, & the invoice for this will be emailed to you once we receive your return.
- Australia: NZ$30
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Other international locations: NZ$50
- If your requested size is unavailable, we’ll offer store credit or a refund.
Style or Colour Exchanges
- Returns must be on their way back to us within 7 days.
- A reshipment fee applies and will be emailed to you once we receive your return.
- Australia: NZ$30
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Other international locations: NZ$50.
- If your requested size is unavailable, we’ll offer store credit or a refund.
Change-of-Mind Refunds
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Returns must be on their way back to us within 7 days.
- Returns sent outside of this timeframe will not be eligible for a refund, and a store credit will be issued instead.
- Your refund will be processed via the original payment method.
- Shipping costs are non-refundable.
- Refunds for Afterpay & Zip purchases incur any applicable AfterPay or Zip fees.
- Any promotional giveaways received with your order must also be returned. If not returned, the retail cost of the items will be deducted from the total refund amount.
Change-of-Mind Refunds on Afterpay / Zip Orders
If you paid using Afterpay or Zip, please note:
- 3rd-party payment providers such as AfterPay, Zip & Klarna charge us a non-refundable merchant fee, which we do not recover if you return your item for refund.
- Therefore, these fees will be deducted from your refund total if you return your order for a change-of-mind refund.
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This deduction does not apply if your item is faulty or falls under the Consumer Guarantees Act.
Faulty or Incorrect Items
- Inspect your item immediately upon delivery, even if it’s a gift.
- Report items delivered with faults, or incorrect items, within 2 days by emailing contact@mountkiwi.co.nz.
- For items considered faulty after an extended period of time, contact us at contact@mountkiwi.co.nz.
- Do not return any faulty or incorrect items until we have responded to your initial email.
- Items deemed faulty may, at our discretion, be required to have repairs carried out in the customer’s own country. The cost of any repairs will be reimbursed upon the provision of a repair receipt. Please contact us first.
- A replacement, repair, or refund will be provided based on the issue.
- If required, faulty items must be on their way back to us within 7 days for assessment. Wear and tear or failure to follow care instructions are not covered.
Customs, Duties, & Refused Shipments
- Customs duties, taxes, and VAT are the customer’s responsibility and are non-refundable.
- Free shipping applies only to completed orders. If an order is returned to us due to refusal to pay customs duties, VAT, or other local charges, the refund will be processed minus the original shipping costs incurred and minus any return shipping fees charged to us by the carrier.
- If an order is returned to us due to an incorrect or incomplete address provided at checkout, the refund will be processed minus the original shipping costs incurred and minus any return shipping fees charged to us by the carrier.
- Proof of international shipping costs incurred will be provided at the time of your refund.
Click here to calculate approximate import duties & taxes for over 100 destinations worldwide.
Sale Items
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Sale items are Mount Kiwi products that are sold at a price reduced from our standard online pricing and include all items sold online via advertised sale promotions and at in-person, public-facing events. All sale items are considered final sale, making them ineligible for exchange or refund (unless assessed by us as faulty). In accordance with the Consumer Guarantees Act, a repair or replacement of the same item (same colour, same size) will be offered where possible. If a repair or replacement is not possible, a refund will be provided.
Additional Information
Gift Cards
- Electronic only; no physical gift cards.
- 3-year expiry date.
- Non-refundable.
- Not redeemable for cash.
- Refunds for purchases made using gift cards will be credited back to the purchaser of the gift card.
Sale Items
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Final sale.
All sale items are considered final sale unless assessed by Mount Kiwi as faulty. In accordance with the Consumer Guarantees Act, a repair or replacement will be offered where appropriate. If a repair or replacement is not possible, a refund will be provided.
Store Credits
- Can only be used for future purchases (not shipping or cash).
- If the purchase is for less than the store credit value, a new credit for the balance will be issued.
- Store credits do not expire.
Need Help?
If you have any questions, please contact us at contact@mountkiwi.co.nz.
Please click on the following links for information pertaining to the Consumer Guarantees Act and your rights & protections as a customer: