Shipping & Returns

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 a Merinomink™ stockist 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.

Please note that our stockist 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.

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