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Placing an Order
Q: How do I place an order?
A: See ordering info for step-by-step ordering instructions.
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.
If your currency is not listed, please select US Dollars unless the ship to country is in Europe. For UK/Europe you need to select UK pounds or Euros.
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 US, 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 US, you must select UK pounds or Euros for orders being shipped to UK/Europe.
Q: Why isn't the country I want to ship to in the shipping country drop-down list?
A: The selection of shipping countries available is dependent on the currency selected. For example even if you are in the US, to ship to UK/Europe you must select either UK pounds or Euros. These currencies include a premium to cover the additional postage costs. For a full list of countries we ship to see above question or shipping info.
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 do I choose footwear/glove sizes?
A: The drop-down list of sizes to choose from for each footwear product has at least one additional size in brackets. This is dependent on the currency selected. Also we provide links to our footwear and glove/mitten sizing pop-up windows by the relevant product entries. Or see footwear sizing, convert bare foot measurements and gloves/mittens sizing.
After Placing an Order
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 orders@kiwi-sheepskins.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 orders@kiwi-sheepskins.com 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 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.
Q: Will I be charged any tax on my order?
A: Our NZ$ prices include GST (Goods & Services Tax). There is no NZ GST payable on orders sent outside New Zealand. Unless you are ordering in wholesale quantities or to a high value, the US don't normally charge any Customs duties but some countries, particularly UK/Europe and Canada, can make such charges. These, along with any fees charged by the local postal 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, plus we have published UK Customs details on our Shipping Info page.
Q: How do I track a parcel?
A: Parcels under 2Kg in weight are not allocated a parcel or tracking number. For parcels 2Kg and over, a consignment number is allocated on dispatch. Detailed tracking information is only available for some destinations, full details are e-mailed after orders over 2Kg have shipped.
Website Problems
Q: I added products to the shopping cart and when I returned later they had gone. Why?
A: Your shopping session will stay active for 20 minutes after the last page request. If you add items to your shopping cart and leave the session inactive for 20 minutes or quit the browser before completing the checkout process, you will lose the shopping cart contents and will have to start again.
This is common behaviour with on-line shopping carts as it frees up web server resources for other customers.
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: 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: 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 webmaster@kiwi-sheepskins.com.
General Questions
Q: How do I contact Kiwi Sheepskins?
A: You can contact us by e-mail, phone or fax. The primary means of contact is by e-mail and we endeavor to reply to all enquiries the same day, often within an hour. See contact us.
Q: Why should I choose to purchase from Kiwi Sheepskins?
A: See Reasons to buy from us.
Q: Does your site use cookies and are they safe?
A: 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. 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.
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 prices in the world!
Q: How do I change my e-mail address?
A: Go to change e-mail. You can use this if you subscribed to our mailing list or have purchased from us before. Note you will need your current password.
Q: What are your sheepskin footwear products made from?
A: We only use quality New Zealand and Australian twinface sheepskins in our shearling slippers and sheepskin boots.
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 labour-intensive tanning process that adds value.
Sheepskins are sourced from Australian and New Zealand lambs.
Policies
Q: What is Kiwi Sheepskin.com's returns policy?
A: We offer a 45-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.
Q: What happens if an item is damaged or lost prior to delivery?
A: Kiwi Sheepskins will take full responsibility for loss or damage incurred on ordered products in transit. See our Returns & Refunds Policies.
Advice
Q: How do I look after my sheepskin product?
A: See our Sheepskin Care section.
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