Q: How do I purchase in my own currency? A: Click 'Select Currency' at the top left of the page. 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 in the US make a separate transaction fee for purchases originating from overseas even when the amount billed is in US dollars. 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 unless the ship to country is in Europe. For UK and Europe you need to select UK pounds or Euros respectively.
Q: How do I tell whether you have an item in stock? A: 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 stock. If the product or one of its size/color combinations is out of stock, a link is provided 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.
Q: Which countries do you ship to? A: We ship to USA, Canada, UK, Australia, New Zealand, most of Western Europe and some of Asia. See shipping info for a full list of countries. Remember even if you are in the USA, you must select UK pounds or Euros for orders being shipped to UK and Europe respectively.
Q: How do I purchase a gift card and enter a gift message? A: At 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 free of charge 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.
Q: How will I know the status of my order? A: We will acknowledge receipt of your order by e-mail. A further e-mail will be sent on shipping your goods or if we have any queries. If there is a significant delay with your order we will e-mail you with the details. If you haven’t heard from us, please e-mail email@example.com quoting your Order ID.
Q: How do I change or cancel my order? A: 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, e-mail firstname.lastname@example.org quoting your Order ID.
Q: How soon will I receive my order? A: Our products are normally shipped within one business day of placing your order. A few 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 a week or so but sometimes longer.
Q: When will my credit card be billed? A: We do not charge your credit card until your goods are shipped. If for some reason we have to send your order in more than one go, we will only charge your card for the goods actually shipped.
USA - unless you are ordering in wholesale quantities or to a particularly high value, the US doesn't normally charge any Customs tax or duties.
UK - we now include all UK Customs charges in our UK pound prices. For most orders we use an HM 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 AU$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.
Q: How do I track a parcel? A: Parcels under 2Kg in weight are not allocated a parcel or tracking number. For most parcels 2Kg and over, a tracking number is allocated on dispatch and full instructions are e-mailed on how to track the parcel.
Q: Why won't the currency selection and footwear sizing pop-up windows display? A: Most recent browser versions now feature a pop-up blocker. Also add-on utilities such as Google's toolbar suppress pop-up advertisements from displaying. Unfortunately this can prevent legitimate websites from displaying useful information. With these third party utilities you can either allow our site to display any pop-up or you can individually allow a pop-up to display by, for example, holding the Ctrl key down whilst clicking on a link/button.
Our website has several pop-up windows including currency selection, feedback and footwear & gloves sizing. Definitely no pop-up advertisements!
Q: Why doesn’t the padlock (IE) or little key (Netscape) appear when I go to the checkout? A: The secure icon (padlock or key) should appear from the page your billing and shipping information is entered. In Internet Explorer, ensure the status panel is enabled. Select Status Bar from the View menu. Alternatively, (if you are not using Norton Internet Security's Privacy Control or similar) you should see our GeoTrust icon at the top right of the checkout pages, click on this to see our credentials and to confirm that the pages are using secure SSL.
Q: Why does nothing happen when I click the Add To Cart button? A:
On clicking the Add To Cart button, the page should refresh and a confirmation window should hover near the top of the page. On some less common browsers, this may not display. You should still see the Cart Summary at the top right of the page update and you can click the Cart/checkout link to display your shopping cart contents in detail.
Q: I am experiencing problems using this website. A: First see above entry regarding pop-up windows. Occasionally, this website may not function properly with certain computers and configurations. Try quitting and restarting your browser (e.g. Internet Explorer or Firefox) and make sure your browser accepts "cookies". If pages take a long time to appear and some images don't display, this can often be fixed by deleting temporary internet files, see your browser help for instructions. If you continue to experience problems, please try to access the website at a later time, report the problem using our Feedback Form, or e-mail us at email@example.com.
Q: Where are your products made? A: 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 image.
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.
Q: How are my credit card details safeguarded? A: When you use your credit card to purchase products on our website, information including card number, name and address are transmitted over a secure connection. We use GeoTrust's state-of-the-art 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.
Credit card numbers are encrypted on our web server and removed when your order has been downloaded over a secure link.
Q: How do you offer such low prices? A: 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 prices in the world!
The sheepskin is specially tanned to provide a colored suede finish on one side and the shorn sheepskin pile on the other. This is far superior to products that opt for the cheaper wool or synthetic lined inners.
Q: Are lambs slaughtered mainly for their sheepskin? A: 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.
Sheepskins are sourced from Australian and New Zealand lambs.
Q: What is Kiwi Sheepskin.com's returns policy? A: We offer a 60-day money back guarantee on all our products. If you are not completely satisfied with your purchase, return them unused in the original packaging 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 credit card that was charged for the order. See our Returns & Refunds Policies.
"As usual, I am most impressed by the quality of the sheepskin jacket. I have to tell you that the quality of your products is quite obvious as I have several friends who have asked for your site URL after seeing things in my home."