FAQs

  • Payments
  • Delivery
  • Returns & Exchanges
  • Terms & Conditions for Website Usage

Payments

All payments made on our website through PayPal a trusted way to make safe and secure payments online. If you encounter any problems please contact us at hello@urban-mesterling.

Please note our prices are in  New Zealand Dollars (NZD). You can browse the site in other currencies for information purposes only.

Delivery

We make every effort to ensure that your purchase gets to you quickly. Within New Zeland please allow 3 to 5 working days for your order to arrive, although you will often receive your goods sooner. Please see below our rates:

Standard NZ Delivery FREE

Courier-Post NEXT DAY $10

International Delivery is charged at $20.00 – Your order will be sent out via International Signed For. We are unable to calculate local customs and sales tax with international deliveries and are not liable for these costs. You may be notified by your local customs authority once your order has reached your country and they may apply customs and sales tax, which must be paid by you before you receive your goods.

Worldwide Shipping FREE (on orders $300 or more) – Your order will be sent out via International Signed For. We are unable to calculate local customs and sales tax with international deliveries and are not liable for these costs. You may be notified by your local customs authority once your order has reached your country and they may apply customs and sales tax, which must be paid by you before you receive your goods.

International Delivery For Gifts –  Orders can be delivered directly to the person of your choice which is ideal for sending gifts. Simply contact us at hello@urban-merino.com and we will arrange it.

Gift Wrapping Service – We are pleased to offer a gift wrapping service. Gifts will be wrapped in tissue paper and sent in a beautiful kraft gift box with a handwritten message and can be sent directly to the person.

Stock availability – We do our best to keep all items in stock. However, some items sell out quicker than anticipated, and there can be lead times for production. If an item is out of stock we will advise as to when we expect delivery and if you still wish to place an order, we will send it out as soon as we receive it. If there is any further delay we will notify you in writing and ask that you reconfirm whether you would still like the order to be sent to you. You will not be charged until the goods leave the warehouse.

Split orders – If some items go out of stock after you have placed your order, we may split your order. In this case, we will only charge you one delivery charge and will send the subsequent delivery free of charge.

 

Returns & Exchanges

We hope that you will be delighted with your order and we care very much about the products we sell and the customer service we offer. If for some reason you are not satisfied and would like to return or exchange an item(s) please do so within 14 days of receipt of the goods.
Items will be refunded or exchanged within 20 days of receipt of the goods, providing that you do not use the item; it is in the same condition as when you first bought it; and, you have taken reasonable care to ensure that any item is returned to us safely and not damaged in transit. You will be liable for any charges incurred when returning the goods and we recommend that you obtain proof of postage from the Post Office. We cannot accept liability for goods lost or damaged in transport. In the event of the goods being faulty, however, we will cover all costs of postage and either refund or exchange the goods. Please note there will be a delivery charge incurred for exchanges.

Return and Exchange Instructions:

1. E-mail us at hello@urban-merino.com prior to making a return. Include your original order number, the items you wish to return and if exchanging them, which items you would like in exchange.
2. Send/post return items in as-received condition using a tracked shipping method. Include a copy of your original sales receipt.
3. Upon receiving returned items, Urban Merino will normally process credit card refunds or exchanges within one business day.

All returns & exchanges should be sent to Urban Merino, 25 Clifton Tce, Sumner, Christchurch 8081, New Zealand.

Exceptions – Exceptions to the above Return and Exchange Policy are at the sole discretion of Urban Merino and must be agreed to prior to any return shipment. Urban Merino is absolutely not responsible for returned items until we receive them. Cancelling an order if you wish to cancel an order for any reason before it has been sent, please contact us via email at: hello@urban-merino.com. If your order has already been dispatched, then we are unable to cancel the delivery. However, you are still able to return the item(s) to us for a full refund. Once we have heard from you that you wish to cancel an order, any sum debited to us from your credit or debit card will be re-credited within 30 days of your order, provided the goods you return are in the same condition that they were delivered to you.

 

Terms & Conditions for Website Usage

Welcome to our website. If you continue to browse and use this website you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern Urban Merino’s relationship with you in relation to this website.

The term ‘Urban Merino’ or ‘us’ or ‘we’ refers to the owner of the website whose registered office is C/o Baby Pinecone LTD, 25 Clufton Tce, Sumner Christchurch 8081, New Zealand. Our company registration number is 3167687 New Zealand. The term ‘you’ refers to the user or viewer of our website.
The use of this website is subject to the following terms of use:
The content of the pages of this website is for your general information and use only. It is subject to change without notice.
Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.
Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
You may not create a link to this website from another website or document without Urban Merino’s prior written consent. Your use of this website and any dispute arising out of such use of the website is subject to the laws in New Zealand.