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FAQ - Frequently Asked Questions

SHIPPING AND DELIVERY

Shipping

International Shipping

All international parcels are sent Duty Unpaid. Customers are responsible for any taxes, duties, or VAT incurred during importation. Customs regulations and charges vary by country; for more information, contact your local customs office.

New Zealand Shipping

Orders over $100 qualify for free fully tracked shipping via Courier Post. For orders under $100, a postage fee of $7.50 applies. Delivery typically takes 3-5 business days.

Australia Shipping

Orders over $150 qualify for free shipping via DHL Express with a 5-7 business day delivery. Orders under $150 will incur a $27 NZD postage fee.

U.S.A Shipping

All orders are shipped via DHL Express with a 5-7 business day delivery. Orders under $249.99 NZD will incur a $40 NZD shipping fee, while orders over $250 are shipped free.

Rest of the World Shipping

Shipping is determined by order value. Orders under $300 NZD incur a $50 NZD delivery fee, while orders over $300 NZD ship free.

How long will my order take to arrive? 

We aim to deliver international orders within a week and domestic orders in 2-3 days. Tracking information will be provided upon dispatch.

How can i track my order?

When your order leaves our warehouse in Norsewood you will receive an email with tracking details.

International customs fees / Duties 

All International parcels are sent Delivery Duty, Taxes and fees unpaid.

If there are any taxes, duties, clearance/handling fees, GST or VAT to be paid for the import of the parcel, these will be the responsibility of the customer.

Duty, taxes, collection fees, GST and VAT differ between countries and also types of products, for further information please contact your local customs office via Google.

Delivery policy

Physical goods
After ordering online, you will receive an email confirmation from us containing your order details (if you have provided "your" email address). We will normally confirm receipt of your order within a few minutes of ordering. We use DHL for international & Courier Post for NZ domestic orders. We ship from our 7 day trading Retail Store in Norsewood within 1-2 working days; however if goods are unavailable through outages and colour option availability, delivery will take a little longer. We have a 5 day per week, parcel collection service so if you order on a Friday after pick up it will be picked up Monday.

Digital Delivery
After ordering online, you will receive an email confirmation from our online shop containing your order details (if you have provided "your" email address). We will normally confirm receipt of your order within a few minutes of ordering.

Back orders

What is a back order?
A backorder is an order for a good or service that cannot be filled at the current time due to a lack of available supply. The item may not be held in the company's available inventory but could still be in production, or the company may need to still manufacture more of the product

When will i receive my product?

Each products availability date is different.

Can i cancel my order?

Yes, we will happily cancel your order at anytime. Please reach out via phone, livechat or email to discuss.

 

RETURNS AND REFUNDS

What is our returns policy?

If for any reason you are not completely satisfied with your purchase we will give you a 30 day money-back guarantee from the time you receive the goods. Please contact us within that time if you are not satisfied with your purchase so that we can resolve any problems.

This refund policy does not apply to goods which have been worn or used, damaged after delivery, or if any attempt has been made to alter the product or if they have been dropped or broken. All products must be returned in their original condition with the tags. All postage and insurance costs are to be paid by the buyer unless otherwise arranged.

We recommend that you return the product via standard post and that you pre pay all postage. You assume any risk of lost, theft or damaged goods during transit & therefore advise you take out shipment registration of insurance with your postal carrier. New Zealand Natural Clothing LTD will not be responsible for parcels lost or damaged in transit if you choose not to insure.

We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).

How do I make a return online?

If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.

How long will it take to receive my refund?

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days)..

What do I do if a faulty item has arrived in my order?

We are sorry to hear that you have received a faulty item in your order. The best way to receive a refund or exchange is to email us on sales@nznaturalclothing.co.nz and we can arrange to have this collected from you. We may ask for photos of the faulty garment as well as proof of purchase.

ACCOUNT DETAILS

How can I unsubscribe or re-subscribe to our newsletters?

If you would no longer like to receive any newsletters or emails from us, you can use the unsubscribe link at the bottom of the email.

Want to create an account

Follow this link to create an account. Fill out your details and we'll take care of the rest.

How can I change my address, email, phone number etc?

If you want to make any changes to your account details, e.g. shipping address, phone number etc, just log into your account and make the required changes

Sign up and save - 5% rebate, yes please!

Who doesn't love FREE stuff? here at New Zealand Natural clothing we appreciate our repeat customers, our way of showing our appreciation is with a 5% rebate for your next purchase every time you shop!

How does it work you ask?

Step 1: You make a purchase

Step 2: We take 5% of that sale and apply it to your account as a store credit for your next purchase. It's that simple!

e.g You spend $200, we will apply a $10 credit to your account to put towards your next purchase.

The best part, your point never expire. Use them in-store at our Norsewood and Otaki location's or use them online.

GENERAL QUESTIONS

What is our privacy policy?

Find our privacy policy here

Where can I shop New Zealand Natural Clothing?

You can purchase online on our e-Commerce site or at our retail store in Norsewood
Free shipping on all New Zealand orders over $100 and reasonable shipping rates worldwide.

How do I wash and care for my wool products?

We recommend using a wool detergent when you need to wash your wool garment as this is kinder to fibres and does not leave a gritty residue. Hand wash in cold water ensuring you rinse well with clear water and gently squeeze out excess water and allow the garment to dry flat in the shade. Fabric softeners are not to be used for wool

Payment methods

Gift vouchers

Can't decide what to purchase? We've got you covered. Purchase a gift voucher here.

STILL HAVE QUESTIONS?

 06 374 0897

  sales@nznaturalclothing.co.nz