Mount Kiwi Returns Policy
We want you to be happy with your purchase! Before buying, please review our policy to understand the process if you need to return an item.
New Zealand Customers
All Returns
- Any and all returns must be received by us within 14 days of delivery.
- Items must be in their original condition (unworn, unwashed, with tags attached). Slipper soles must be free of wear, dirt, or marks.
- We are not responsible for lost returns. We recommend using a tracked, signature-required service.
Sizing Exchanges
- Returns must be received by us within 14 days of delivery.
- Send your item backusing the enclosedReturns Form.
- We’ll ship you your new size free of charge within 2-4 business days.
- If your requested size is unavailable, we’ll offer store credit or a refund.
Style or Colour Exchanges
- Returns must be received by us within 14 days of delivery.
- Exchanges are available only for the same style and colour in a different size.
- An NZ$15 handling & reshipping fee applies (invoiced to you).
Change-of-Mind Refunds
- Returns must be received by us within 14 days of delivery.
- Refunds will be processed within 2-4 business days via the original payment method.
- Shipping costs are non-refundable.
- Refunds for Afterpay, Zip & Klarna purchases incur a NZ$10 service fee.
- Any promotional giveaways received with your order must also be returned.
Faulty or Incorrect Items
- Inspect your item immediately upon delivery, even if it’s a gift.
- Report faults or incorrect items within 2 days by emailing contact@mountkiwi.co.nz.
- We’ll provide a prepaid return shipping label.
- 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.
International Customers
All International Returns
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All returns must be on their way back to us within 7 days of delivery.
- Items must be in their original condition (unworn, unwashed, with tags attached). Slipper soles must be free of wear, dirt, or marks.
- We are not responsible for lost returns. We recommend using a tracked, signature-required service.
Sizing Exchanges
- Returns must be on their way back to us within 7 days.
- A reshipment fee applies:
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Australia: NZ$30
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Other international locations: NZ$50
Style or Colour Exchanges
- Returns must be on their way back to us within 7 days.
- Exchanges are available only for the same style and colour in a different size.
- A reshipment fee applies:
-
Australia: NZ$30
-
Other international locations: NZ$50
Change-of-Mind Refunds
- Returns must be on their way back to us within 7 days.
- Refunds will be processed within 2-4 business days via the original payment method.
- Shipping costs are non-refundable.
- Refunds for Afterpay purchases incur a NZ$10 service fee.
- Any promotional giveaways received with your order must also be returned.
Faulty or Incorrect Items
- Inspect your item immediately upon delivery, even if it’s a gift.
- Report faults or incorrect items within 2 days by emailing contact@mountkiwi.co.nz.
- Return the item at your expense first; we’ll refund the shipping cost upon receipt.
- A replacement, repair, or refund will be provided based on the issue.
- Faulty items must be returned within 10 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.
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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 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 any return shipping fees charged to us by the carrier.
- Proof of international shipping costs will be provided at the time of your refund.
Click here to calculate approximate import duties & taxes for over 100 destinations worldwide.
Additional Information
Gift Cards
- Electronic only; no physical gift cards.
- No expiry date.
- Non-refundable.
- Refunds for gift card purchases will be credited back to the gift card.
Sale Items
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Final sale. No exchanges, refunds, or store credits unless faulty.
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:
Faulty Products
Change of Mind
Gift Cards
Refund, Replacement, Repair
