Returns
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:
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.
Worldwide Shipping
Shipping and Delivery
Enjoy free shipping in New Zealand and Australia and for all orders over NZ $199 worldwide.
A confirmation email displaying your track and trace number will be sent once the order has proceeded.
You will be able to follow your parcel all the way to your place.
1- Shipping Time
Shipping to NZ: 1 – 3 working days (except for rural deliveries).
International shipping: 3 – 10 working days.
Orders during the weekend are processed on Monday. Please note that the customs clearance might delay the delivery.
2- Safe Shipping
All deliveries are made by registered courier, NZPost (NZ's most extensive delivery network) or DHL International and will require a signature. We commit to ensuring that your products reach you safely and securely. However, we cannot be held responsible if your parcel goes missing or is not delivered. Your products become yours once we deliver them to the courier. You will receive a tracking number by email to follow the progress of the shipment movement.
3- Shipping Rates
Free Shipping in New Zealand
Free Shipping to Australia
Free Shipping Worldwide if the orders are over NZ$199, about US$139 and CAN$179
Shipping fees: NZ$40
4- Import Taxes
Please note that import duties, taxes, and brokerage fees are NOT included in the product price or shipping cost. They may be collected upon delivery from the carriers for a particular order.
These charges are the recipient’s responsibility as we charge the transportation fee for the packages. Also, note that prices are GST or local tax exclusive, and www.greatkiwiyarns.co.nz does not offer GST refunds for exported products. Please check with your country’s customs office to determine these additional costs.
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