Returns, Exchanges & Warranty

We want you to be happy with your Kiwi Sheepskins purchase. All European 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 European 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 Europe on orders over €149 EUR
€15 EUR shipping on orders under €149 EUR

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 Europe.

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

VAT, Customs duties and other taxes or import charges imposed in your destination country 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.

If you need to cancel a pre-order, please contact us as soon as possible. Our standard cancellation terms apply, subject to any additional cancellation rights available to you under applicable consumer law.

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.

Products that are made to your specifications or clearly personalised may not be eligible for change-of-mind cancellation or return once production has begun, where permitted by applicable consumer law.

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 does not affect your statutory rights if a product is faulty, damaged, incorrectly supplied or not as described.

Returns & Exchanges

For eligible products, Kiwi Sheepskins offers returns or exchanges within 30 days of delivery, subject to the conditions below.

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

For returns and exchanges under our change-of-mind policy:

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 unless otherwise required by applicable consumer law.
For change-of-mind exchanges, you are responsible for the cost of shipping the replacement product to you.
The return must comply with any applicable product-specific exclusions.

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

These conditions apply to our voluntary returns policy and do not limit statutory consumer rights that may apply in your country.

Products That Cannot Be Returned for Change of Mind

Certain products may be excluded from our voluntary change-of-mind returns policy for hygiene reasons or because they have been made specifically to your requirements.

These may include:

Sheepskin insoles and designated hygiene-sensitive products where an applicable hygiene seal has been removed or the product has been used
Custom-made sheepskin rugs
Rugs made to individual customer specifications
Sheepskin bed underlays made to individual specifications
Personalised or specially commissioned products
Other products specifically made to your individual requirements

These exclusions apply where permitted under applicable consumer law.

They do not affect your statutory rights where a product is faulty, damaged, incorrectly supplied or not as described.

Your Return & Exchange Options

We understand that returning a product from Europe 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.

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 you.

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 process the applicable refund to your original payment method.

For returns made under our voluntary 30-day returns policy, deductions may apply for costs that are permitted under the applicable terms and consumer law.

We'll explain any applicable deductions when processing your return.

You are generally responsible for the cost of returning a change-of-mind product to New Zealand.

VAT, Customs duties or other import charges that you paid directly to your local authority, postal service or courier are not reimbursed by Kiwi Sheepskins. You may be able to apply to the relevant authority for reimbursement of eligible import taxes when goods are returned.

Nothing in this policy limits any refund or reimbursement rights you may have under applicable consumer law.

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 under our voluntary returns policy.

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

Under our voluntary returns policy, sale items are generally not eligible for a change-of-mind refund, but eligible products may be exchanged or returned for store credit within 30 days.

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

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

Sale or discounted status does not remove any statutory rights you may have if a product is faulty, damaged, incorrectly supplied or not as described.

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 the cost of returning it to New Zealand.

Where a product is faulty, damaged or incorrectly supplied, we'll work with you to provide an appropriate remedy in accordance with applicable consumer law.

12-Month Product Warranty

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

Our 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 arrange an appropriate remedy where a genuine manufacturing defect is confirmed.

Our 12-month warranty is provided in addition to, and does not replace or restrict, statutory rights that may apply under the consumer laws of your country.

Missing or Delayed Parcels

European 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 if you need to change or cancel an order, please contact us at support@kiwisheepskins.com as soon as possible.

Whether an order can be cancelled, and whether any charges apply, depends on the product, its production status and your applicable cancellation rights.

Custom or personalised products may have different cancellation rights once production has commenced.

Once an order has been dispatched, please contact us for the appropriate return instructions rather than refusing delivery.

Your Consumer Rights

Our 30-day returns policy, exchange options and 12-month warranty provide additional customer service benefits and do not replace or restrict any statutory consumer rights that apply to your purchase.

Consumer rights and cancellation requirements can vary between European countries and may also depend on whether a product is standard, personalised, made to your specifications, faulty or simply being returned because you've changed your mind.

If you believe your order is faulty, damaged, incorrectly supplied or not as described, please contact us and we'll work with you to resolve the issue.