As a Mount Kiwi customer, your satisfaction with your purchase is our priority. Not quite the right fit? Think you might prefer a different style? Decided it's 'just not you', after all? We've got you covered with our stress-free & no-hassle 10-day Returns Policy...
Just a reminder though...
- All items (including promotional items in the instance of a change-of-mind refund) must be returned in the brand-new condition in which they were shipped (unworn, unwashed, and with the original swing-tags still attached). Mount Kiwi reserves the right to refuse returns if the product isn't in its original condition.
- Mount Kiwi doesn't take responsibility for any items lost in the process of returning to us. For your own peace-of-mind we recommend only sending items back to us on a trackable, signature-required courier service.
- Returns MUST be received back to our warehouse within 10 days of you receiving them. Items received outside this time-frame will be returned to the customer at their own expense. Mount Kiwi has the right to refuse returns if the product is not in its original condition or is returned outside the 10 day period.
- All Mount Kiwi products carry a guarantee on faulty manufacture and materials.
NEED A SIZING EXCHANGE?
No problem! Simply fill in your details on the Returns form enclosed with your purchase (please notify us if this has been misplaced/not received), and send both the form and your purchase back to us within 10 days of receipt. Once we've received it, we’ll get your new size sent to you within 2-4 business days. (A shipping confirmation email containing your new tracking details will be sent to you at this time). If the item you want isn't available, we'll notify you by email and offer you either a store credit, or a refund.
For our Australian customers, the return shipping cost is a flat fee of NZ$25. We will forward you an invoice for this, payable online.
For all other international customers, the return shipping cost is a flat fee of NZ$50, worldwide.. We will forward you an invoice for this, payable online.
PREFER A DIFFERENT STYLE?
No problem! Simply fill in your details on the Returns form enclosed with your purchase (please notify us if this has been misplaced/not received), and send both the form and your purchase back to us within 10 days of receipt. Once we've received it, we’ll get your new style sent to you within 2-4 business days. (A shipping confirmation email containing your new tracking details will be sent to you at this time). If the item you want isn't available, we'll notify you by email and offer you either a store credit, or a refund.
Mount Kiwi does not offer "free returns" for style exchanges by building (hiding) the cost of handling, processing & reshipping possible exchanges into the original cost of your purchase. This allows us to keep our products more affordable for everyone. Therefore, for the relatively small number of our customers who may wish to carry out a style exchange, the cost to handle, process & recourier an alternative item is a flat fee of $15.00 within NZ. This is payable to DS Global Ltd, 06-0369-0082085-00. Ref: Your 4-digit order number (as shown on your Order Confirmation email). Please do not state anything than your 4-digit Order Confirmation number as the reference. Please DO NOT SEND CASH.
ITEM FAULTY UPON DELIVERY, OR INCORRECT?
Please ensure you inspect your item immediately upon delivery whether the item purchased is for yourself, or to be gifted to a third-party at a later date.
If you discover a fault or have been sent an incorrect item, please email us your order number at contact@mountkiwi.co.nzwithin 3 days of receipt to let us know what the issue is and we’ll email you a return shipping label so you can send your item back to us. Mount Kiwi does not, under any circumstances, ship replacement items before receiving the original faulty or incorrect items back to our warehouse first.
Please note: Mount Kiwi is not responsible for, nor required to repair or replace items that are faulty or incorrect upon arrival when we have not been notified within 3 days of them having been received. Once received back at our warehouse, we will then:
CHANGE-OF-MIND REFUNDS
Don't love your purchase? Don't worry! If you change your mind on any item, you can return it within 10 days of receiving it for a refund to your original payment method.
GIFT CARDS
SALE ITEMS
STORE CREDITS
Please click on the following links for information pertaining to the Consumer Guarantees Act and your rights & protections as a customer: