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ABOUT US

Returns Policy

We want you to be happy with your purchase! Before buying, please review our Returns Policy in full to understand the conditions & process in the event you may wish to return your purchase. Please note, all sale items are considered final sale. This does not infringe on your rights & 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.
  • If your tracking shows as delivered, your parcel is with our warehouse. You don’t need to contact us to confirm, and we don't email confirmation of items having been received. 
  • Your return will be processed within 2–4 business days, and we’ll email you as soon as it’s complete.
  • Feel free to contact us regarding the status of your return if your tracking details show your return has been with us for more than 4 business days.   


Sizing Exchanges 

  • 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, you may choose a store credit or a refund.
  • If your sizing request return is received outside the 14-day return period timeframe, and your requested size is unavailable, a store credit will be issued.  


Style or Colour Exchanges

  • 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, you may choose either a store credit or a refund. 
  • If your style or colour exchange request return is received outside the 14-day return period, and your requested size or colour is unavailable, a store credit will be issued.  


Change-of-Mind Refunds

  • 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. 


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, or in the event a requested sizing or style exchange is unavailable.   

  • 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.


Returns Due to Delivery Issues

If an order is returned to Mount Kiwi under the circumstances listed below, the costs incurred for the original shipping (including when "free shipping" was offered), the shipping cost for the item to be returned to us, and any reshipping fees, will apply. These charges will either be invoiced to you or deducted from any store credit issued.  Change-of-mind refunds are not available in the instance the customer's actions/inactions have caused delivery issues.  

  • An incorrect or incomplete address entered at checkout.
  • A customer-requested redirection that results in the parcel being returned to sender (RTS).
  • The parcel being held at a collection point and not collected within the carrier’s time frame.
  • The parcel’s tracking shows an attempted delivery, but the customer has not arranged redelivery with their local postal service. (Note: while postal services generally leave a card, failure to do so must be addressed directly with the customer’s local postal service.)
  • Refusal to pay any applicable customs duties, taxes, or clearance fees.
  • Delivery refusal for reasons other than damage or fault.

 

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).


Australian Customers

All 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 that 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 it 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.
  • If your tracking shows as delivered, your parcel is with our warehouse. You don’t need to contact us to confirm, and we don't email confirmation of items having been received. 
  • Your return will be processed within 2–4 business days, and we’ll email you as soon as it’s complete.

  • Feel free to contact us regarding the status of your return if your tracking details show your return has been with us for more than 4 business days.   


Sizing Exchanges

  • Returns must be on their way back to us within 7 days of delivery.
  • Sizing exchanges are available only for the same style & colour, in a different size.
  • A reshipment fee of $30 applies, & the invoice for this will be emailed to you once we receive your return. 
  • If your requested size is unavailable, you may choose either a store credit or a refund. 
  • If your sizing request return was not shipped back to us within 7 days of you having received it, and your requested size is unavailable, a store credit will be issued. 

 

Style or Colour Exchanges

  • Returns must be on their way back to us within 7 days of delivery.
  • A reshipment fee of $30 applies and will be emailed to you once we receive your return.
  • If your requested size is unavailable, you may choose either a store credit or a refund.  
  • If your style or colour exchange request return was not shipped back to us within 7 days of you having received it, and your preference is unavailable, a store credit will be issued.  

 

Change-of-Mind Refunds

  • Returns must be on their way back to us within 7 days of delivery.
  • 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.  

 

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, or in the event a requested sizing or style exchange is unavailable.  

  • 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

  • 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).

 

Rest of the World Customers

All 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 that 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.
  • 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. 


Exchanges

  • Exchange-request returns must be on their way back to us within 7 days of delivery.

  • To carry out an exchange:

    a)  Place a 2nd order in your preferred size (we will dispatch it within 1-3 business days)
    b)   Send your original purchase & returns form back to us.
    c)      Email us a copy of your return shipping receipt as confirmation your item is on it's way back to us. Once received, we’ll refund the item value of your original purchase within 1-2 business days.  
    Please note: refunds exclude original shipping costs (including “free shipping”) and any duties paid on your behalf. A breakdown of these costs is available on request. 

 

Change-of-Mind Refunds

  • Refunds are available only if your return is on its way back to us within 7 days of delivery.

  • Refunds exclude original shipping costs. Where shipping was included in the product price (“free shipping” or “shipping included”), the actual shipping cost incurred by Mount Kiwi will be deducted from your refund. Only the product value is refundable. Proof of shipping costs can be provided upon request.

  • Refunds exclude all duties paid on your behalf (currently USA customers only). Proof of duties paid can be provided upon request. 

  • Refunds will be processed back to your original payment method.

  • Refunds for Afterpay purchases will have any non-refundable merchant fees charged by the provider deducted.

  • Please allow up to 4 business days from the date we receive your parcel for processing.

 

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, or in the event a requested sizing or style exchange is unavailable.  

  • 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. This approach avoids lengthy international shipping times and high costs, while ensuring you are not left out of pocket. 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, and Returns Due to Delivery Issues

  • Customs Duties & Taxes: All customs duties, VAT, and local import charges are the customer’s responsibility. These are non-refundable.

  • Delivery Issues: Customers are responsible for tracking their parcel with the tracking details provided to them in their Shipping Confirmation email, and for contacting their local postal service if tracking shows an attempted delivery or a request for collection. Once the tracking details we provide show your parcel has arrived in its destination country, we recommend you track its movements with the same tracking number via your own national postal service for more detailed updates.

    If an order is returned because of customer error or inaction, the costs of the original shipping (including where “free shipping” was offered), the return shipping fee incurred by Mount Kiwi, any reshipping charges, and any payment fees associated with 3rd-party payment providers (AfterPay, ZipPay, Paypal etc) will either be invoiced or deducted from any store credit issued. Refunds for Change-of-Mind (not wishing for the parcel to be reshipped) are not available, and store credit only will be issued.  

    Examples of customer error and/or inaction include:

    • An incorrect or incomplete address provided at checkout

    • Customer-requested redirection that results in return to sender

    • Failure to collect the parcel from a pickup point within the carrier’s timeframe.

    • Failure to arrange collection or redelivery after an attempted delivery.

    • Refusal to pay customs duties, VAT, or clearance fees

    • Any other delivery refusal for reasons other than damage or fault.

       

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).

 

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. 


Store Credits

Issued in the form of a digital Gift Card (3-year expiry)

Shipping costs are deductible. 

Applicable 3rd party payment provider fees (Afterpay, Zip & Klarna) are deductible.

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.