Customer Support

We hope you'll find all the answers to your questions in the sections below. If the information you are looking for isn't available, please don't hesitate to contact us. We'd love to hear from you, and you'll be helping us to keep this section updated, so that no one else experiences the same problem!

Our Products

All the items available at Merinomink™ are current season – so if you can’t find something on the site, try searching for it using the search bar function at the top of any of the site's pages. If the search doesn’t help, we may not stock that product, or it may not be available for the season. We’d love to help, so send us an email with your question and we'll come back to you with some answers. We’ll do our best to source what you’re after.

If you would like to place an order, and your country is not listed as one that we deliver to, please contact us – we'll do our best to deliver it to you, no matter where you are. The delivery costs will vary with your location, and don’t forget you’ll be responsible for any duties or customs charges. 

Your Account

To create an Merinomink™ account, all you need to do is click on the link in the upper left hand corner of any of the pages on our site, and follow the instructions.

You won’t be able to make a purchase without an account, however you can simply start shopping without registering – we’ll prompt you to give us the necessary information when we need it!

It’s well worth registering an account with us anyway – even if you don’t make a purchase immediately, you can opt-in to receive all our news and updates from us. Plus when you do decide to make a purchase, we’ll already have your details, so you won’t have to fill them out again!

Your Order

Wondering where things are at with your order? You can check the current status of your current orders by logging in. Just click on 'account history' for all the details. The order process begins just about immediately after your online purchase is completed. As soon as we locate the item in our stock, we’ll approve your payment and send your package on its way. You won’t be charged for the item until it is shipped to you.

Backorders

Sometimes items become temporarily out of stock. If you order one of these items, we’ll send you an email letting you know that the item is on backorder, and give you an expected delivery date. We won’t charge you until we’ve sent the item.

Cancelling an Order

If you’ve made an error in an order you’ve just placed, please contact us immediately. We’ll do our absolute best to try and stop the order in our system. However, because we try to fulfil your orders as fast as we possibly can, it may have already gone through. If this has happened, then you will need to return or exchange the item. We tell you how to do this in our returns and exchanges section.

Payment Options

We accept Visa, Mastercard and Merinomink™ online gift vouchers as forms of payment. We’re sorry but we can’t accept cheques or cash. If you are having trouble with our site accepting your credit card, check to make sure you have entered the right card number and expiry date. If this still doesn’t work, we recommend you contact your credit card company.

Your Password

When you register for a shopping account with Merinomink™, you are required to choose a password which will allow you to access your account, view your order history, update your personal details and change your mailing preferences. To change your password at any time, simply log in by clicking on the 'log in' button in the top right hand corner of every page, and then click on the 'my account' button - also in the top right hand corner of every page. All you need to do is type over your existing password, then confirm it by re-entering it in the next field, and click the 'update' button.

Automatically Generated Passwords

If you make a purchase from Merinomink™ without registering for a shopping account first, we'll email you an automatically generated password with your order confirmation. To change this password to one of your own choosing, simply log in as above with the password we have emailed to you and go to your 'account profile' page by clicking on 'your account' in the top right hand corner. Type over the existing password with your chosen password, and then confirm it, and click on the 'update' button. Your password will have changed.

Delivery Details

We deliver to the countries that are available to you in the drop-down menu when you register for a shopping account. Please be aware that for the time being our dispatch warehouse operates on a Monday-Friday cycle. Delivery times to you will depend on the delivery methods available when you purchased your item and also on the location of your delivery address.

How We Deliver Your Purchase

To ensure we are able to deliver your purchase, we use ‘track and trace’ couriers, which use a scanning system follow the progress of the delivery, and require a signature on receipt of the package. If a problem arises, this means you are able to follow up with the courier company involved, and proof of delivery and/or the status of the package can be supplied. There will be a copy of the signature of the person that received the package, and the courier driver can be identified.

Your Delivery Address

  • Please note that we are unable to deliver to PO Boxes.
  • Because a signature will be required, it is a good idea to provide a delivery address where you will be during the day, such as a work address.
  • If your work address is in a multi-level or large building, please note most couriers will only deliver to the foyer.
  • You are responsible for the package once it has been delivered.
  • If the courier is unable to leave the package at the address you provided, they may leave a card to advise you where you can pick up the package.
  • Please be aware we are unable to provide exact delivery times by our couriers, and that couriers do not call prior to delivery.

Multiple Delivery Addresses

You may like to have your purchases delivered to different addresses. To do this, you will need to place each order separately, as we can only deliver to one address per order.

Delivery Times

Delivery times will depend on the options available to you at the checkout. Approximate delivery times are as follows:

New Zealand orders (Courier Post):
1-2 working days

International deliveries (NZ Post Economy Courier):
Australia, 2-3 working days
Rest of World, 3-6 working days

Tracking Your Package

We will email you the tracking number of your package. You will be able to follow the progress of your package through the courier company.

International customs charges and import duties

Unfortunately, we have no control over customs charges and import duties, and as customs policies and import duties vary greatly between countries, we are unable to tell you whether charges will be payable and what this cost will be. On occasions when customs charges and import duties are imposed, these charges must be paid by the recipient of the parcel.

Customs charges and import duties are charged once the parcel reaches the destination country, so a good idea would be to contact your local customs office for current charges before you order, to avoid any nasty surprises.

Merinomink™ will not be responsible for any customs charges and import duties.

When Your Package Arrives

When you receive your order, you should immediately check to ensure you have received the correct item/s, and that no damage has occurred to the package 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 Merinomink™ by following the return instructions on the packing slip, 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 Merinomink™ is 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 are 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.

Returns and Exchanges

Conditions of Return

If you are not fully satisfied with your Merinomink™ 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 (wherever possible) and with all accessories and tags, within 30 days of the order date. All refunds are issued at the discretion of Merinomink™. Merinomink™ reserves the right to refuse a refund request if it does not comply with these conditions. Please note that Merinomink™ does not accept returns (unless goods are faulty or not as ordered) on sale items. Sale items may be exchanged. All sales are final.

Where Can I Make a Return?

Please refer to your packing slip for detailed returns instructions. Please note you cannot return items bought at an New Zealand Merinomink™ retail store to the Merinomink™ online store.

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. Please do not attempt to reuse our courier packaging to return your item to Merinomink™. All return postage must be prepaid by the returnee. Unfortunately Merinomink™ can only refund delivery charges if the item was damaged or defective, or if we’ve sent the wrong item.

Affix the appropriate postage to the item and post or courier to:

Online Returns
Merinomink™
155 Roydvale Avenue
Russley
Christchurch 8053
New Zealand

We recommend that you obtain proof of postage and retain this until you receive your refund.

Method of Return Payment

We will credit your original method of payment, 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.

Returns to a Retail Store

Although Merinomink™ retail stores cannot process refunds, you can return items bought from Merinomink™ online to one of our retail stores, and therefore save yourself the postage or courier fee to return the unwanted item to us.

The store will issue you with a receipt for the unwanted item, and return the unwanted item to our web team. A refund will then be processed back onto the credit card with which you made the original purchase. You can also return items you wish to exchange to our retail stores. You may like to purchase the replacement item directly from the retail store, rather than wait for the web team to courier you the new item - we'll simply refund you for the unwanted item as explained above.

Find your nearest Merinomink™ store in New Zealand by viewing our Stores page. Please note that our store in Queenstown cannot accept online returns.

Damaged or Defective Items

If you receive a damaged or defective item from Merinomink™, please immediately return the item to Merinomink™ by following the return instructions on the packing slip, 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 Merinomink™ is unable to replace the item, a customer service team member will contact you directly.

Exchanges

Exchanges will be given on size and colour. Please immediately return the incorrect item to Merinomink™ by following the return instructions on the packing slip, and clearly marking ‘for exchange’ when indicating the reason for the return. Items must be returned within three weeks of the order date – unworn, unwashed and undamaged. Exchanges will be processed within 48 hours. If the replacement size or colour is no longer available, a customer service team member will contact you directly with further options. It is advisable to contact the Customer Support team to reserve your new size and/or colour to avoid disappointment. Please allow 3-7 days (New Zealand) for redelivery. Although you will need to prepay the delivery fee to return the item/s to Merinomink™, you will not be charged a delivery fee for the replacement item.

Your Privacy and Security

Merinomink™ respects your privacy. To make your shopping experience easier for all of us, we need to collect information such as your name, email address, billing details and credit card number so that we can process and fulfil your order, and contact you if needed.

Merinomink™ may use this information to send email or regular mail to you about our products and services and promotions that may interest you. We may also review your information and the information of other customers to help us to analyse trends and purchasing patterns and preferences.

We may share your information among our brands, and under certain circumstances, with third parties with whom we have partnered to offer a particular product or service. Merinomink™ will never sell or give out your information to anyone else. By using our site, you are agreeing to let us collect and use your information as described above.

Merinomink™ only wants to communicate with you if you’re happy to hear from us, so if you’d prefer not to receive any information from Merinomink™, please unsubscribe by logging in and changing your email preferences.

If you have any questions or concerns regarding this policy please do not hesitate to contact us. We’d love to hear from you.

Security Policy

Merinomink™ uses electronic, physical and managerial safeguards to protect the security and privacy of your personal information. We use Secure Sockets Layer (SSL) technology to protect your information as it is transmitted to us. To make sure you are accessing our secure server, check for the unbroken key or closed lock symbol in the bottom left hand corner of your browser. If it appears, then SSL is active. You can double check this by looking at the URL as well. If SSL is active, then the first characters of that line will read ‘https’ rather than just ‘http’. If you aren’t comfortable with the security of our online store, please feel free to place an order with us by email or by telephone.

Merinomink™ will never request your password, user name, credit card information or any other personal information through email. If you receive an email that looks like it is from Merinomink™ requesting personal information, please do not respond.

Garment Care

Use Woolmark-approved, detergent. Hand wash and rinse thoroughly firstly in lukewarm water, then finally in cold water. To remove excess water, a low to medium spin cycle in a washing machine is recommended.

Irrespective of the method of cleaning, it is highly recommended that the sweater is laundered inside-out. This will protect the sweater’s outer surface, and help to maintain as new look for longer.

Although Merinomink wool/possum sweaters are manufactured to a very high colour fastness to minimise the risk of colour bleeding or fading, it is recommended dark or brightly coloured garments are never washed with pale shades or whites. To avoid the possibility of any colour transfer from one garment to another, after washing never leave wet garments stacked up on one another, for example in a wash basket, for any length of time. When hand washing sweaters, it is best to wash garments individually, or like colours together. Also, to avoid any shrinkage or distortion, do not wring out and avoid any excessive agitation.

To dry, lay flat on a clean towel.

The 100% natural fibres of the Merinomink™ blend resist odour so Merinomink™ requires less washing, making it easier on you and the environment.

You can find all the washing instructions on the care label inside every Merinomink™ garment and on the paper label on all accessories

Terms & Conditions

Corporate Information

Merinomink™ is owned and operated by Snowy Peak Limited, 155 Roydvale Avenue, Russley, Christchurch, New Zealand. For more information about Snowy Peak Limited, visit www.snowypeak.com or call 0800 357 357 (New Zealand) or +64 3 357 3758 (International).

Use of Site

Please note that your use of this website constitutes your agreement to follow and be bound by these terms. This agreement is effective unless terminated by either you or Merinomink™, which you may do by contacting us at any time. If you fail to comply with any term or condition given below, please be aware that Merinomink™ can deny you access to this site, and other sites owned by Snowy Peak Limited, without notice. Merinomink™ reserves the right to change the terms that govern your use of this site at any time. Merinomink™ websites are provided for the personal use of our customers. You are responsible for your use of this site, and may not authorise others to use the service. Merinomink™ reserves the right to refuse any order you place with us. We reserve the right to limit or prohibit sales to resellers or distributors. In the event we cancel your order, we will notify you by contacting the billing address/phone number provided at the time the order was made. All materials including images, illustrations, designs, icons, photographs, written and other materials that appear as part of this site are copyrights, trademarks and other intellectual property owned and/or controlled by Merinomink™. You may not download, reproduce, publish, modify, or otherwise use, in whole or in part, any of the content of this site without the express written consent of Merinomink™.

Site Content

All the content, products and services described or depicted on this site are subject to change at any time. We may amend, add to, move or delete portions of this site without notice. The inclusion of any product or service on this site does not imply or warrant that these products and services will be available at any time. Merinomink™ makes every effort to accurately display the attributes of our products. Occasionally there may be information on the site that contains inaccuracies or omissions. We reserve the right to correct these inaccuracies and/or omissions without notice. Please note that the actual colour of garments you see on your screen will depend on your individual computer monitor. We cannot guarantee your monitor will display the colour of Merinomink™ garments accurately. We apologise for any inconvenience this may cause.

Pricing

All pricing is correct at the time of publication. Merinomink™ reserves the right to alter prices for any reason. If this should happen after you have ordered a product, you will be contacted prior to our dispatch centre processing your order.

Purchasing Outside New Zealand

For international orders, please be aware that you will be responsible for any applicable duties, taxes or other charges that occur when your products are delivered. It is your responsibility to ascertain and obey all local and international laws in regard to the possession, use and sale of any item from this site.

Communications from Merinomink™

By registering on this site, you agree that Merinomink™ may send you electronic mail regarding amendments and updates to this site, information about any products and services, or for any other appropriate purpose. You agree that Merinomink™ may use your information for marketing and promotional purposes. For more information on the use of your information, please view our Privacy Policy.

Indemnification

By using this website, you agree to defend, indemnify and hold Merinomink™ harmless from any and all claims, damages, costs and expenses, including attorneys’ fees, arising from or related to your use of this site.

Disclaimer

This site and all content, material and products of the site are provided on an ‘as is’ basis without warranties of any kind, either express or implied, including without limitation warranties of merchantability or fitness for a particular purpose. We assume no responsibility, and shall not be liable for any damages to, or viruses that may infect your computer, telecommunication equipment, or other property caused by, or arising from, your access to, use of, or browsing this site, or downloading of any materials from this site. Merinomink™ shall not be responsible for any damages of any kind whatsoever related to your use of this site or products purchased through this site. You agree that your use of this site is solely at your own risk.

Privacy Policy

Merinomink™ respects your privacy. To make your shopping experience easier for all of us, we need to collect information such as your name, email address, billing details and credit card number so that we can process and fulfil your order, and contact you if needed.

Merinomink™ may use this information to send email or regular mail to you about our products and services and promotions that may interest you. We may also review your information and the information of other customers to help us to analyse trends and purchasing patterns and preferences. We may share your information among our brands, and under certain circumstances, with third parties with whom we have partnered to offer a particular product or service. Merinomink™ will never sell or give out your information to anyone else. By using our site, you are agreeing to let us collect and use your information as described above.

Merinomink™ only wants to communicate with you if you’re happy to hear from us, so if you’d prefer not to receive any information from Merinomink™, please unsubscribe by logging in and changing your email preferences. If you have any questions or concerns about this policy please do not hesitate to contact us. We’d love to hear from you.

Security Policy

Merinomink™ uses electronic, physical and managerial safeguards to protect the security and privacy of your personal information. We use Secure Sockets Layer (SSL) technology to protect your information as it is transmitted to us. To make sure you are accessing our secure server, check for the unbroken key or closed lock symbol in the bottom left hand corner of your browser. If it appears, then SSL is active. You can double check this by looking at the URL as well. If SSL is active, then the first characters of that line will read ‘https’ rather than just ‘http’. If you aren’t comfortable with the security of our online store, please feel free to contact us to place an order with us by email or telephone. Merinomink™ will never request your password, user name, credit card information or any other personal information through email. If you receive an email that looks like it is from Merinomink™ requesting personal information, please do not respond.

Questions or Comments

If you do not understand any of the terms and conditions listed above, or if you have any questions or comments regarding these terms and conditions, please contact us

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