Shipping & Returns
COVID update 21 Aug 2021 - NZ Government has stated 'hobby supplies', including knitting yarn, to be non-essential goods. We will hold your order and send your goods when we are out of level 4 locally. We are doing this so we can all stay safe and hope to be out of lockdown as soon as possible.
Shipping and Postage
We are shipping to addresses only in New Zealand including Stewart Island and the Chatham Islands. We will ship to valid New Zealand city, town and rural delivery addresses and post boxes. Please include your postcode if you know it, however we can also find your correct postcode if you give us a full and correct posting address. Correct NZ address format and postcodes can be found on the NZ Post Address and Postcode Finder. We will primarily ship tracked parcels with NZ Post but reserve the right to ship via other methods.
When you place an order, we are asking you to estimate your parcel postage based on the size of your items. The nature of the goods we ship means that we couldn't find an appropriate way to estimate your shipping costs so we have taken this novel approach - we hope you will come to like it!
If you are rural please choose the appropriate Rural Delivery surcharged parcel size, we apologise for having to apply the surcharge but we need to cover the extra cost. If your actual postage is more than your estimate and payment we may request payment of the difference before shipping goods. If your actual postage is substantially less than your estimate and payment we may offer to refund the difference to your bank account.
At this point we are not shipping to addresses outside of New Zealand.
If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.
You may return most new, unopened items within 30 days of delivery for a full refund. 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.). We reserve the right to not accept returns if you have only changed your mind about purchasing the product. We reserve the right to charge for return shipping costs where the return is not as a result of our error, or where the product is not defective. We reserve the right to either repair, replace or provide you with a refund, as set out in the Consumer Guarantees Act.
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).