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Frequently Asked Questions

We have provided answers to commonly asked questions below. However, if you can't find an answer to your question or would like some advice, do contact us

Quick links to other pages:

Ordering Info
Shipping Info
Returns Policy
Sheepskin washing instructions
Full Information Center

Click on each question link below to show or hide the answer:

Placing an Order

How do I place an order?

See ordering info for step-by-step ordering instructions.

Which countries do you ship to?

We ship to USA, Canada, UK, Australia, New Zealand and much of Europe and Asia. See shipping info for a full list of countries. Remember even if you are in the USA for example, you must select UK pounds or New Zealand Dollars for orders being shipped to the UK and New Zealand respectively.

All orders are shipped from here in New Zealand.

How do I purchase in my own currency?

Click the currency flags at the very top of the website. We offer both the display of prices and the billing of your credit card in seven currencies. This way you will know exactly how much you will be billed. (Please note however that we have heard that some banks make a separate transaction fee for purchases originating from overseas even when the amount billed is in the home currency. This typically may up to 3% of the total billed but you may wish to check with your bank first).

If your currency is not listed, please select US Dollars. For UK and New Zealand you need to select UK pounds or NZ Dollars respectively.

How do I tell whether you have an item in stock?

We provide a live inventory status facility that enables you to instantly see if a product is in stock. For items in stock, the product listing will have a message stating that it is in stock. If the product or one of its size/color combinations is out of stock, see the drop-down menus showing exactly which combinations of size/color, etc are in stock and when out of stock items are due.

You can still order an item that is out of stock, we will automatically back-order the entire order until it is available.

How do I choose footwear or glove sizes?

For footwear, when you select the size from the drop-down list, conversions to other international sizes are shown in a box just above your selection.

There's also a Footwear Sizing tab with additional information, like calf measurements for boots, further down the product detail page.

For gloves and mittens there's a Gloves or Mittens Sizing tab with measuring instructions.

What size footwear did I order previously?

The size of the footwear on the white label is the US Mens size. Ultimate boot and ultra-flexible slipper soles have the US Mens size on the bottom.

If you are a registered user, you can login to your account and see order history from September 2014.

Or simply email us as we can even delve deep into our archives going back to 2002!

How do I purchase a gift card and enter a gift message?

On the shopping cart page you can add a gift card to your order. The gift message is entered during checkout. If a gift card hasn't been purchased, we will print the message on the packing slip enclosed with the order. We don't offer a gift wrapping service as the gift paper is likely to become crumpled on its journey to the recipient due to the soft nature of most of our products.

After Placing an Order

How do I change or cancel my order?

You can change or cancel an order up to its dispatch (or for special order items up to the manufacturer commencing work). To request a change to an order or a cancellation, email quoting your Order number.

How will I know the status of my order?

We will acknowledge receipt of your order by email. A further email will be sent on shipping your goods or if we have any queries. If there is a significant delay with your order we'll email you with the details. If you haven't heard from us, please email quoting your order number. We also provide order status information on our website via the link sent to you in the confirmation email or accessible via the 'My Account' link at the far top right of the website.

How soon will I receive my order?

Stocked products are normally shipped within one business day of placing your order. Special order items take longer and are marked with their normal dispatch times. The Air Mail service to most countries we ship to takes an average of around a week or so but sometimes longer.

How do I track a parcel?

International parcels under 2Kg in weight are not allocated a parcel or tracking number. For most international parcels 2Kg and over (and all New Zealand packages), a tracking number is allocated on dispatch and full instructions are emailed on how to track the parcel.

When will my debit or credit card be billed?

We only obtain a pre-purchase authorization when you place your order and do not actually charge your card until your goods are shipped. If for some reason we have to send your order in more than one go, we will normally only charge your card for the goods actually shipped.

Why have two identical payment entries appeared on my card?

You may initially see two transactions on your debit/credit card account on-line. This is a peculiarity of some banks due to us putting through a pre-purchase authorization first when you placed your order then an associated completion transaction when we actually shipped your order. After a few days the "pending" entry will disappear.

Will I be charged any tax on my order?

The answer depends on which country the order is being shipped to:

USA - very unlikely, the United States doesn't normally charge any Customs tax or duties. This is our main market and we haven't heard of anyone incurring Customs charges for many years. 
UK - we include all UK Customs charges in our UK pound prices. For most orders we use the HM Revenue & Customs UK VAT pre-payment scheme enabling us to pay the VAT at this end so the order can be delivered faster without Customs delays. For high value items we reimburse the Customs amount charged by ParcelForce. For details see our UK Customs Info page.
Australia - with a GST charging threshold of AUD$1000, orders under this amount are delivered tax-free without any Customs charges.
New Zealand - our NZ dollar prices include GST (Goods & Services Tax).
Other countries - Canada and countries in Asia and Europe (not UK) can make Customs charges. They are not included in our prices and these, along with any fees charged by the local postal or Customs service for their collection, are the responsibility of the recipient and cannot be pre-paid. We suggest you check with your local Customs department to be sure.

Website Problems

I am experiencing problems using this website.

Try refreshing the page - for desktop PCs try pressing the F5 button at the top of the keyboard or for tablets and other mobile devices press the refresh/reload button.
If this doesn't help, try quitting and restarting your web browser and make sure your browser accepts "cookies" (normally it does by default). If you continue to experience problems, please report the problem using our Feedback Form or email us at

I'm using a really old version of Internet Explorer and your site doesn't work.

Our website uses the latest technologies to provide a responsive design so that you automatically get the best experience whether it be on a desktop, laptop, tablet or smartphone. These technologies aren't properly supported in old versions of certain browsers so our site hasn't been made compatible with Internet Explorer version 7 and below.

General Questions

Why should I choose to purchase from Kiwi Sheepskins?

See 10 great reasons to buy from us.

Why does my natural pelt shaped rug have bare areas around the edges?

These are areas that naturally don't have wool on them. They are partially trimmed off after tanning during the final stages of production and are part of the natural look of the sheepskin pelt.

How are my debit or credit card details safeguarded?

When you use your debit or credit card to purchase products on our website, a technique is used so that sensitive card information is posted directly and securely to the DPS Payment Express server and not via our web server. To enable us to charge your card at the time of shipping your order, Payment Express provide us with a billing token. In this way we never store or have access to your full card details.

We use an SSL (Secure Socket Layer) certificate offering up to 256-bit encryption, an advanced encryption technology that works with all popular web browsers to safeguard your personal information.

Does your site use cookies and are they safe?

A "cookie" is a small piece of data that a website may provide your browser while you are at their site. Our website uses cookies to keep track of items in your shopping cart and the selected currency. Our cookies cannot be used by other sites and our website cannot detect which other sites you have visited by using its cookie. You must have cookies enabled to order from our website, most browsers are defaulted to accept and maintain cookies.

How do you offer such great value?

We are based in New Zealand which is probably the cheapest country in the world to source quality sheepskin products. This in addition to our low overheads and high turnover, bring you some of the best value Air Mail inclusive sheepskin product prices in the world!

How do I contact Kiwi Sheepskins?

You can contact us by email or phone. The primary means of contact is by email and we endeavor to reply to all enquiries the same day, often within an hour or so. See contact us.

How do I change my email address?

If you are only a mailing list subscriber and/or have only ordered from us as a guest, simply use the unsubscribe link from a recent email and re-subscribe.

If you have setup an account with us, use the My Account link at the far top right of the website to change your email address. If you can't remember your current password, you can reset your password before logging in.

How do I join your mailing list?

You can do so our join our mailing list page. Alternatively if you have set up an account with us, use the My Account link at the far top right of the website to login and use the Subscribe button.

What are your sheepskin footwear products made from?

We only use quality New Zealand and Australian twinface sheepskins in our sheepskin boots and slippers.

The sheepskin is specially tanned to provide a colored suede finish on one side and the shorn sheepskin wool pile on the other. This is far superior to products that opt for the cheaper wool or synthetic lined inners.

Where are your products made?

Approx 95% of our products are made here in New Zealand. We only purchase overseas made products when there isn't an equivalent available locally. All NZ made products have a "New Zealand Made" logo above the product's main description area plus we show the country of manufacture in every product's Specifications tab.

Unlike brands such as UGG Australia® and Emu Australia® who make much of their footwear in China, 100% of ours is proudly made here in New Zealand.

Are lambs slaughtered mainly for their sheepskin?

No, sheepskins used for sheepskin footwear and all other sheepskin products are a by-product of the meat and wool industries. The hide in its raw state is of limited financial value, it is the labor-intensive tanning process that adds value.

Our sheepskins are sourced from New Zealand and Australian lambs.

Is formaldehyde used to tan your sheepskins?

No harsh chemicals like arsenic or formaldehyde are used in the tanning of our sheepskins.


How long is your warranty?

Our warranty period is 12 months, for details, see our returns policy.

What is the Kiwi Sheepskins returns policy?

We offer a 90-day money back guarantee on all our products (except special order items and cosmetics). If you are not completely satisfied with your purchase, return it unused for an exchange or refund of the product purchase price (excluding the original shipping expense incurred when sending you the item). All refunds are made to the same debit or credit card that was charged for the order. See our returns policy.

What happens if an item is damaged or lost prior to delivery?

Kiwi Sheepskins will take full responsibility for loss or damage incurred on ordered products in transit. See our returns policy.


How do I look after my sheepskin product?

See our sheepskin care page.


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NZD prices include GST and tracked CourierPost delivery!

Delivery time is typically 1 to 4 working days depending on your location.

* For shipping to UK select GBP £ and for shipping to NZ select NZD

Our USD prices include international Air Mail postage!!

For most countries (although not normally USA) you may incur local Customs charges collected by the postal or Customs service.

Our UK prices are for shipping to the UK only and include insured Air Mail postage.

We also include UK Customs import VAT, duties and clearance fees.

NZD prices include GST and tracked CourierPost delivery!

Delivery time is typically 1 to 4 working days depending on your location.

Our Yen prices include international Air Mail postage!!

Note that orders to Japan may be charged local Customs duty/charges. These can't be pre-paid and will be collected by the local postal or Customs service.

Our CAD prices include international Air Mail postage!!

Note that orders to Canada may be charged local Customs duty/charges. These can't be pre-paid and will be collected by the local postal or Customs service.

Our AUD prices include insured Air Mail postage to Australia only.

As Australia has a AUD$1000 threshold before charging GST, most orders to Australia incur no Customs charges.

Our Euro prices include international Air Mail postage!!

Note that orders to Europe may be charged local Customs duty/charges. These can't be pre-paid and will be collected by the local postal or Customs service.

* For shipping to UK select GBP £ and for shipping to NZ select NZD
** Minimum order value required to qualify for free shipping