Faulty goods
All products purchased from Kiwi Sheepskins are warranted against defective materials and workmanship for a period of 12 months. This excludes normal wear and tear. If you have received a faulty product, you must email within 12 months of receiving your order so we can give you instructions on how we can resolve the problem at our expense.
Note that our warranty only applies to goods purchased directly from us via our website.
Incorrect item
In the unlikely event of us sending you an incorrect item, please email us and we will advise on the best way to resolve the problem quickly.
Damaged item
If an item ordered arrives damaged, please keep the originally packaging and make a claim by emailing returns@kiwi-sheepskins.com within 48 hours of receiving your order. We cannot be held responsible if we are not informed within this time as we have to be prompt in making a claim on our postal insurance.
Note: If your sheepskin product appears creased or flattened due to being tightly packaged, see our Sheepskin Care instructions.
Quality Guarantee
We guarantee the quality of everything we sell from our website (cosmetics and special order items excluded, see below). If you are not entirely satisfied with your purchase, you can return it to us in unused condition within 90 days of receipt, if applicable in its original undamaged packaging, and we will happily refund to the original cardholder's credit card. If the product is not faulty, the original expense incurred in shipping the product to you is not refundable (and will be deducted at cost). You must email before returning the goods.
Every footwear manufacturer interprets international footwear sizes slightly differently. We have made every attempt to provide accurate size conversion information. However if an item of footwear isn't a good fit, we will happily replace it with another. The postage/packaging cost of re-sending another pair will be charged to you at cost. Please email before returning the footwear and we will quote the postage/packaging cost.
Results obtained from our skin care cosmetics may vary and we cannot guarantee individual results. If an allergic reaction occurs, discontinue use. For the safety of our customers, cosmetics are excluded from our quality guarantee as they can't be re-sold.
Special order items, such as our extensive range of Classic sheepskin rugs, are made to order and cannot be returned unless faulty.
Returning Goods
Before returning any goods, you must email so we can advise on the most suitable plan of action. Issues can often be resolved without incurring the expense of return postage costs.
When returning goods, please quote the order number, shipping name & address used when ordering and the date of purchase. Please securely package the item(s) enclosing a note with your return/exchange requirement. Postage must be pre-paid and you should ensure you have adequate insurance cover as Kiwi Sheepskins cannot be held responsible for shipments lost on their way to us. On the Customs declaration, please add "returned goods" to the description of the item(s).
Although UK orders have a UK return address for undeliverable items, this CANNOT be used for customer returns, please only use the following address:
Kiwi Sheepskins.com Ltd
PO Box 300440 Albany
Auckland 0752 NEW ZEALAND
Please add "Phone: 09 440 9037" below the address if sending by courier as they may need to arrange an alternative delivery address if they are unable to deliver to a PO box.
Email: returns@kiwi-sheepskins.com
Customs charges
If you are returning goods for a refund that you have incurred Customs charges on, some countries allow you to re-claim some of the Customs duty/tax. The requirement is normally for you to keep the original packaging as evidence along with proof of posting the returned item back to us.
For higher value items to the UK where pre-payment of VAT is not possible and we have reimbursed ParcelForce/Customs charges, these would be deducted from any refund. ParcelForce and HM Customs allow you to claim a refund of VAT/duty (excluding ParcelForce clearance fee) for goods being returned on providing them with the required evidence.
Page last updated: May 14, 2013
Prices include international Air Mail delivery and Insurance - no extras charged at checkout!
FAST dispatch, most items in stock and dispatched within one working day.
"Just a short note to tell you how wonderful your baby rug is! My son Kirby (10 months) loves having it in his crib and it has helped with his sleep. It's ideal when traveling and very easy to care for. I am especially impressed with the quality and quick service from this company. I recommend your company and this product often."
