Returns, Exchanges & Warranty

We want you to be happy with your Kiwi Sheepskins purchase. All Canadian orders are shipped directly from Auckland, New Zealand, and we understand that returning a product internationally can sometimes be expensive.

For this reason, we offer several return and exchange options to help find the most practical solution.

If you have any questions about an order, return or exchange, please contact us at support@kiwisheepskins.com before sending anything back.

Shipping Information

All Canadian orders are shipped directly from Auckland, New Zealand. We carefully pack each item to help ensure it reaches you in excellent condition.

We offer:

FREE shipping to Canada on orders over $149 CAD
$20 CAD shipping on orders under $149 CAD

Once your order has been dispatched, we'll email you your tracking details so you can follow your parcel's journey from New Zealand to Canada.

Please refer to our Canada Shipping Information page for current estimated delivery times and further information.

Canadian GST/HST, provincial taxes, Customs duties and other import charges are not included in our prices or shipping fees and are the responsibility of the customer.

Order Dispatch

In-stock products are typically dispatched within 1–2 working days.

Some of our products are made to order or may occasionally be available for pre-order. Where additional production time applies, the estimated timeframe will be displayed on the individual product page.

If there is an unexpected delay beyond the estimated timeframe, we'll contact you by email.

Pre-Order Items

Some of our popular products may be available for pre-order when temporarily out of stock.

When you place a pre-order, your item is reserved and added to an upcoming manufacturing or supply run. The estimated production or dispatch timeframe will be displayed on the product page.

Pre-orders are charged in full at checkout.

Orders may be cancelled within 24 hours of purchase. After this, a 5% cancellation fee may apply to cover non-refundable payment processing and administration costs, provided production has not already commenced.

Made-to-Order & Custom Items

Many of our larger sheepskin products are individually made for each customer.

This includes large rugs over four pelts, custom rugs and sheepskin bed underlays, as well as other products identified as made to order on their product page.

Because these products are specifically made for your order, they cannot be cancelled, exchanged or returned for change of mind once production has begun.

Please carefully check all measurements, colours, sizes and other selections before ordering.

If you're unsure which size or product is right for you, contact us before ordering and we'll be happy to help.

This restriction does not affect any applicable rights you may have if a product is faulty, damaged or incorrectly supplied.

Returns & Exchanges

For eligible products, you may request a return or exchange within 30 days of delivery.

Because all returns come back to our Auckland warehouse, please contact us promptly and allow sufficient time for your parcel to reach New Zealand.

Conditions of Return

To qualify for a change-of-mind return or exchange:

The product must be new, unused, unworn and unwashed.
It must be returned in its original, resalable condition.
Original tags, labels, product bags, boxes and accessories should be included.
Products must be free from odours, stains, dirt and animal hair.
You are responsible for the cost of returning the product to New Zealand.
For exchanges, you are also responsible for the cost of shipping the replacement product to Canada.
The return must comply with any product-specific exclusions outlined below.

If a product is returned used, damaged, incomplete or in a condition that prevents it from being resold, we may be unable to accept the return.

Please contact us before returning any product so we can confirm your return and provide instructions.

Products That Cannot Be Returned for Change of Mind

For hygiene reasons or because certain products are made specifically for your order, some products cannot be returned or exchanged for change of mind.

These include:

Sheepskin insoles and other designated personal-use or hygiene-sensitive products
Custom-made sheepskin rugs
Large made-to-order rugs
Sheepskin bed underlays
Personalised or specially commissioned products
Other products clearly identified as custom or made to order on the product page

These exclusions do not apply where an item is faulty, damaged or incorrectly supplied.

Your Return & Exchange Options

We understand that returning a product from Canada to New Zealand can be expensive. Depending on your product and circumstances, we may be able to offer several alternatives.

Option 1 — Keep Your Item & Receive 25% Off a Replacement

For some products, particularly footwear, returning an item internationally may not be the most economical option.

Instead, we may be able to offer you 25% off a replacement item, allowing you to keep, gift or otherwise make use of your original purchase.

There's no need to return your existing item under this option.

This is often the quickest and most cost-effective solution for Canadian customers.

Please contact us to confirm whether this option is available for your order.

Option 2 — Exchange for a Different Size or Style

You're welcome to return an eligible product for an exchange.

For a change-of-mind exchange, you are responsible for:

The cost of returning the original product to New Zealand; and
The shipping cost of sending the replacement product to Canada.

Once your original product has been received and confirmed to be in new, unused and resalable condition, we'll arrange your replacement.

We'll confirm the replacement shipping cost before proceeding.

Option 3 — Return for a Refund

You may return an eligible product for a refund.

Once your return has been received and inspected, we'll refund the eligible amount to your original payment method.

For change-of-mind returns, the refund may be reduced by costs we incurred in fulfilling the original order, including:

Our direct outbound shipping costs
Non-recoverable taxes or duties paid on your behalf
Applicable non-refundable payment processing costs

This applies even where your original order qualified for free shipping, as Kiwi Sheepskins still incurred the cost of shipping the order to Canada.

You are responsible for the cost of returning the product to New Zealand.

Any Canadian GST/HST, provincial taxes, Customs duties, brokerage fees or other import charges paid by the customer are not reimbursed by Kiwi Sheepskins.

Option 4 — Return for Store Credit

Alternatively, you can return an eligible product and choose store credit for the full purchase value of the returned product.

The product must be returned in new, unused and resalable condition.

Store credit is valid for 12 months and can be used towards any eligible product on the Kiwi Sheepskins website.

How Do I Return an Item?

Before sending anything back, please email:

support@kiwisheepskins.com

Include your order number, the product you're returning and whether you're requesting an exchange, refund or store credit.

Once your return has been confirmed, send it to:

Kiwi Sheepskins
4014 Great North Road
Glen Eden
Auckland 0602
NEW ZEALAND

We strongly recommend using a tracked return service and retaining your tracking details until your return has been processed.

For Customs purposes, clearly describe the parcel as "Returned Goods" on the Customs declaration where appropriate.

Please include your order number inside the parcel so we can identify your return when it arrives.

Sale & Discounted Items

Sale items are not eligible for a change-of-mind refund, but eligible products may be exchanged or returned for store credit within 30 days, subject to our normal return conditions.

Orders purchased using a discount of more than 15% are considered sale items for the purposes of this policy.

Products purchased before or between promotional periods are not eligible for retrospective price adjustments.

This does not affect any applicable rights you may have where a product is faulty, damaged or incorrectly supplied.

Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty or you receive an incorrect product, please contact us as soon as possible at support@kiwisheepskins.com.

Please include:

Your order number
A description of the problem
Clear photos showing the product and issue
Photos of the packaging if the parcel was damaged during delivery

Please do not return the product before contacting us. In many cases, we can resolve the issue without requiring you to incur international return postage.

Where a product is confirmed to have a manufacturing defect or we have supplied the wrong product, we'll arrange an appropriate remedy at no cost to you.

12-Month Product Warranty

Kiwi Sheepskins products are backed by our 12-month quality guarantee against manufacturing defects in materials or workmanship.

The warranty does not cover:

Normal wear and tear
Accidental damage or misuse
Damage caused by incorrect cleaning or care
Natural compression of sheepskin wool through use
Natural variations in colour, wool length, texture or appearance

Genuine sheepskin is a natural material, so some variation between individual products is normal and part of its natural character.

If you believe your product has developed a manufacturing fault, please contact us with your order number and clear photos of the issue.

We'll assess the problem and, where a genuine manufacturing defect is confirmed, arrange an appropriate repair, replacement or other remedy.

Missing or Delayed Parcels

Canadian orders are sent using tracked international delivery services.

If your tracking hasn't updated for an extended period or your parcel hasn't arrived within a reasonable period after the estimated delivery timeframe, please contact us.

We'll investigate the shipment with the relevant postal or courier service.

If a parcel is confirmed as lost or damaged in transit, we'll work with you and the carrier to arrange an appropriate solution.

Cancelling or Changing an Order

Orders enter our fulfilment process quickly, so we cannot guarantee that an order can be changed or cancelled after it has been placed.

If you need to make a change, contact us at support@kiwisheepskins.com as soon as possible.

Where an eligible order can be stopped before dispatch, a 5% cancellation fee may apply after the first 24 hours to cover non-refundable processing costs.

Once an order has been dispatched, it cannot be cancelled and will instead be subject to the applicable returns policy.

Made-to-order and custom products cannot be cancelled once production has begun.