Shipping Information
All orders are shipped directly from Auckland, New Zealand. We carefully pack each item to ensure it reaches you in perfect condition.
We ship worldwide using trusted courier and postal networks. Delivery timeframes vary by destination — please refer to our Shipping Information page for current estimated delivery times.
Once dispatched, you’ll receive an email with your tracking details so you can follow your parcel’s progress.
Order Dispatch
Orders for in-stock items are typically shipped within 1–2 working days.
If a product is out of stock or on pre-order, our Auckland team will prioritise its manufacture and dispatch as soon as possible. You’ll be notified via email if there are any delays beyond the estimated timeframe.
Pre-Order Items
Many of our most popular slippers, rugs, and underlays sell out quickly, so we offer a pre-order option when items are temporarily unavailable.
When you place a pre-order, your item is reserved and added to our next manufacturing run. Estimated production and shipping times are displayed on each product page.
Pre-orders are charged in full at checkout to secure your place in the queue. Orders may be cancelled within 24 hours of purchase; after this, a 5 % cancellation fee applies to cover non-refundable payment processing costs.
Made-to-Order & Custom Items
Our large rugs (over four pelts) and all sheepskin bed underlays are custom-made for each customer. Because they are individually crafted to order, these items cannot be cancelled, exchanged, or refunded once production has begun.
Please double-check measurements, colours, and sizes carefully before ordering. Our team is always happy to assist with product advice before you buy.
Returns & Exchanges
We want you to love your Kiwi Sheepskins purchase. If something isn’t quite right, you may return or exchange it within 30 days of delivery, provided the item meets the following conditions.
Conditions of Return
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Returns or exchanges must be received by us within 30 days of the original delivery date.
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Please allow enough time for your parcel to reach our Auckland warehouse.
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You are responsible for all shipping costs to return your item to us and for any replacement items shipped back to you in the case of an exchange.
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Returns are not accepted for used, worn, washed, or damaged items.
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For hygiene reasons, returns or exchanges are not accepted on sheepskin insoles or similar personal-use items.
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Returns are not applicable to custom rugs, bed underlays, or made-to-order items.
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Returned products must be in new, unused, and resalable condition, with all packaging and accessories included.
If a return is missing components or arrives damaged, it may be declined or incur a small restocking fee to cover repackaging costs.
Product Condition
All returned products must:
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Be unused, unwashed, and in their original, saleable condition.
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Include all original packaging (tags, labels, product bags, and boxes).
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Be free from odours, stains, or animal hair.
Failure to include all packaging or accessories may result in the return being declined, and return shipping will be at the customer’s cost if you wish to have the product sent back.
Faulty or Incorrect Items
If an item arrives damaged, faulty, or incorrect, please contact us right away with clear photos so we can help.
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We will repair or replace any faulty item free of charge.
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If the damage occurred during shipping and you selected insurance at checkout, the insurance provider will cover the claim.
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If insurance was not selected, Kiwi Sheepskins cannot be held responsible for damage or loss once the parcel has left our warehouse.
Refunds
Refunds are processed to the same payment method used for your original purchase once the item has been received and inspected.
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Shipping costs are non-refundable, except where the product is faulty or incorrect.
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For US customers, any tariffs or import costs paid on your behalf, along with shipping fees, will be deducted from your refund.
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Items purchased during major sales (where discounts exceed 15 %) are eligible for exchange or store credit only.
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If your order included a promotional free gift, it must be returned with the goods to receive a full refund. If not returned, the retail value of the gift will be deducted from your refund.
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Refunds typically appear in your account within 7 working days of processing.
Sale Items
Sale items are non-refundable but may be exchanged or returned for store credit within 30 days.
Orders using discount codes greater than 15 % are considered “sale items.”
Orders placed before or between sale periods are not eligible for price adjustments.
Warranty
All Kiwi Sheepskins products are backed by our 12-month quality guarantee covering manufacturing defects in materials or workmanship.
This warranty does not cover:
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Normal wear and tear
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Damage caused by misuse or incorrect care
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Natural variations in colour or texture inherent to genuine sheepskin
If you believe your item is faulty, please contact us with photos and order details. We’ll happily repair or replace any genuine defect free of charge.
Missing or Damaged Parcels
We take every care to ensure your parcel arrives safely. However, Kiwi Sheepskins is not responsible for parcels that are lost or damaged in transit unless shipping insurance was purchased at checkout.
If insurance was selected, the insurer will cover the cost of any claim.
If not, liability passes to the courier once the parcel leaves our premises.
Tracking information will be emailed to you as soon as your order ships.
Cancelling or Changing an Order
Once your order is placed, it enters our fulfilment process immediately. We can’t always cancel or change orders before dispatch.
If you need to make a change, please contact us straight away. We’ll do our best to assist, but cannot guarantee that amendments will be possible.
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Orders that can be stopped before dispatch will incur a 5 % cancellation fee to cover non-refundable processing costs.
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Pre-orders cancelled before dispatch also incur a 5 % cancellation fee.
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Once an order has shipped, it cannot be cancelled.
Please choose carefully when ordering, especially for made-to-order items, rugs, and bed underlays.
Questions?
If you have any questions about shipping, pre-orders, returns, or exchanges, our friendly Auckland team is here to help.
Contact us here and we’ll get back to you promptly.
