Empress Poncho

RETURNS POLICY 

1- CONDITIONS OF RETURN

If you are not fully satisfied with your purchase, you can return it to us for a full refund or exchange it for another item, provided that the items are returned unworn, unwashed, and undamaged, in their original packaging and with all accessories and tags, within 30 days of the order date.

All refunds are issued at the discretion of Great Kiwi Yarns. We reserve the right to refuse a refund request if it does not comply with these conditions. 

Please note that Great Kiwi Yarns does not accept returns or exchanges on sales items (unless goods are faulty or not as ordered).

2- DAMAGE

When you receive your order, you should immediately check to ensure you have received the correct item/s and that the package has not been damaged during delivery.

If there is damage to the packaging that has affected your purchase, please make a note on the packing slip and ask the courier driver to sign the packing slip as well.

Please contact us and let us know that your package has been damaged during delivery. You should then return the item to Great Kiwi Yarns by following the return instructions and clearly marking ‘Damaged/Defective’ when indicating the reason for the return. Provide comments if necessary.

A replacement item will be sent to you (no delivery fee applies). Please allow 3-5 working days from receipt of the item for your replacement to be processed. If we are unable to replace the item, a customer service team member will contact you directly.

If your package is in perfect condition, but you discover the item/s inside is damaged or defective, please immediately return it to us by following the instructions above. Please contact us to let us know that you are returning the item so that we can reserve a replacement item for you.

3- WHERE CAN I MAKE A RETURN?

Please refer to your packing slip, and return the item to the following address:

Great Kiwi Yarns

107 Queen Street

Auckland 1010

New Zealand

4- PACKAGING AN ITEM FOR RETURN

Please pack the item securely into the original packaging (where possible). Include the bottom portion of the packing slip. If you are unable to enclose the packing slip, please ensure your order number, name, and billing address is included. All return postage must be prepaid by the returnee.

Unfortunately, Great Kiwi Yarns can only refund delivery charges if the item was damaged or we sent the wrong item.

 

5- METHOD OF RETURN PAYMENT

We will credit your original payment method, excluding your original postage costs (unless goods are faulty or not as ordered), within 30 days of receiving your returned item.

We will notify you via email of your refund once we have received and processed the returned item.

We recommend obtaining proof of postage and retaining this until you receive your refund.

 

For further queries, please do not hesitate to contact us.

Shipping and Delivery

We offer reliable shipping throughout New Zealand and worldwide via trusted courier services.

Shipping rates and delivery times vary depending on your destination and order value. Please see the table below for our current shipping rates and free shipping thresholds.

Shipping Rates & Delivery Times

Destination	Service	Shipping Rate	Free Shipping	Delivery
New Zealand	Standard Courier	NZ$15	NZ$200 and over	1–2 business days
	Rural Courier	NZ$20	NZ$200 and over	3-4 business days
Australia	Courier	NZ$60	NZ$300 and over	3–5 business days
USA	Express Courier	NZ$95	NZ$550 and over	5–8 business days
Asia	Express Courier	NZ$75	NZ$550 and over	5–8 business days
Rest of World	Express Courier	NZ$85	NZ$550 and over	5–8 business days

International orders are shipped via Express Courier.

A confirmation email containing your tracking number will be sent once your order has been processed. You will be able to track your parcel throughout its journey.

1 - Shipping Times

New Zealand: 1–2 business days for residential. 3-4 business days for rural.

Australia: 3–5 business days.

USA: 5–8 business days.

Rest of World: 5–8 business days.

Orders placed during the weekend are processed on Monday. Please note that customs clearance may delay international delivery times.

2 - Safe Shipping

All deliveries are made by registered courier services, DHL or international courier services, and may require a signature upon delivery.

We are committed to ensuring that your products reach you safely and securely. You will receive a tracking number by email so you can follow the progress of your shipment.

Once your order has been handed over to the courier, delivery is subject to the courier's service and conditions.

3 - Import Taxes

Please note that import duties, taxes, and brokerage fees are not included in the product price or shipping cost. These charges may be collected upon delivery by the carrier for certain orders.

These charges are the recipient's responsibility, as we only charge the transportation fee for the package.

Please also note that prices are exclusive of GST or applicable local taxes, and www.greatkiwiyarns.co.nz does not offer GST refunds for exported products.

Please check with your country's customs office to determine whether any additional duties, taxes, or fees may apply to your order.