SHIPPING

Dispatch

All orders are dispatched the day following receipt of the order. Please advise if your order is urgent as it may be possible to dispatch it on the day it is received.

 

Domestic

Within NZ, orders are shipped FREE with Fastways or NZ CourierPost. Orders will arrive at most major towns and cities the day after dispatch, however some smaller towns and rural delivery addresses may take 1-3 extra days.

 

International

There are two options for orders being shipped outside NZ:

 

1. NZ Post International Air Satchel, tracked. Target delivery for each zone is indicated in brackets below. NB. If your order is over $300, you will receive free shipping using this method.

AUSTRALIA  $14  (3-6 business days)

SOUTH PACIFIC & ASIA  $20  (3-10 business days)

REST OF WORLD  $25  (6-10 business days)

 

2.  DHL Express or NZ Post International Courier. Target delivery for each zone is indicated in brackets below.

                               

AUSTRALIA  $28  (2-3 business days)

SOUTH PACIFIC & ASIA  $35  (2-4 business days)

NORTH AMERICA + MEXICO  $40  (2-4 business days)

REST OF WORLD  $50  (5-6 business days)

 

 

Taxes and duties

While every legal effort is made to minimise import charges, individual countries may impose duties and taxes on your order. Any import charges are the responsibility of the purchaser.

RETURNS

 

Returns & Exchanges

At Merino Queen we want you to be completely satisfied with your order. To that end, we will readily accept returns for exchange or refund within 14 days of the ship date. Returned items must be in their original condition with tags on, unworn, and accompanied by their original packaging.  All detail on the refunds/exchanges form must be completed.

 

Please return items to (the address on the slip you received with your garment):

Merino Queen

1 Steep St

RD5 Lake Okareka

Rotorua 3076

 

Take the parcel to your nearest Post Shop.  Goods are returned to Merino Queen at your own expense.

 

Goods remain the property of the customer until receipt of goods by Merino Queen so we advise you to get the item tracked.

 

Refunds

Refunds will be issued to the original payment credit card upon receipt of the item. After the item is received, please allow 5 business days for credit issuance. The time taken for the credit to show on your account is dependent upon your credit institution.

 

Sale Items

There are no refunds on sale/discounted items, however we can exchange as per our exchange policy above. 

OUR GUARANTEE

 

All our products are designed and produced with great care and attention to detail, and we hope you will be delighted with them. If for any reason you’re not, return them unused within 30 days of purchase and we will refund or exchange them, no questions asked.

 

Goods are returned to Merino Queen at your expense, however if products are faulty, we will refund or credit the cost of the return postage. A returns form is attached to the receipt included in your parcel.

CARING FOR YOUR WRAP

How to Wash

Luke warm hand wash or machine wash separately (front loader only – wool cycle) in wool detergent. Do not soak, bleach, rub or wring

Rinse and squeeze out excess water. Roll in towel to remove rest of water. Dry flat away from direct heat or sunlight.

 

Ironing

Cover garment with a clean cotton cloth and use a steam iron on a wool setting.

 

Tumble Drying

We do not recommend tumble drying. Tumble drying wears your clothes out faster. Just think of all that fluff and fibre you have to remove from the filter each time. That's your clothing wearing out! Tumble drying is also expensive in terms of energy. 

 

Dry Cleaning


We never have anything dry cleaned. We don’t like the chemicals used, or the smell they leave behind in the clothes and in the atmosphere.

 

Enemies of your Merino

Apart from not being washed properly, Superfine Merino gear has two other enemies:

  • Sharp pointy things that can snag the fabric causing holes and runs

  • Moths

 

Keeping your knitwear in a draw is preferable to the wardrobe where it can be exposed to moth.  We also recommend you purchase a “Clothes Moth Trap’ from your local supermarket or hardware store. These easy to use, eco-friendly and poison free traps have a natural pheromone to attract clothes moths onto the sticky board.

 

Mending your Merino

If you are unlucky enough to snag or tear your merino, or be attacked by moths, all is not lost. Please contact us and we will send you a small amount of yarn for repairing your item.