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ANSWERS TO YOUR QUESTIONS

Payments

All payments made on our website through Shopify.

If you encounter any problems please contact us at hello@urban-merino.com

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 Zealand 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
      • NZ Courier-Post NEXT DAY $10
      • Australia Air Mail is charged at $14
      • International Air Mail is charged at $20.00 – Your order will be sent out via New Zealand Post. 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 Courier is charged at $40 – Your order will be sent out via New Zealand Post. 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.
 

Orders and Returns

HOW DO I EXCHANGE OR RETURN AN ITEM?

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 30 days of receipt of the goods.
Items will be refunded or exchanged within 10 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, 3 Peacock Street, Glendowie, Auckland 11071, 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: 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.

WHO SHOULD I TO CONTACT IF I HAVE ANY QUERIES?

Please email us at hello@urban-merino.com or call us at +64275867174

HOW DO I TRACK MY ORDER?

If you requested a courier we will send you a tracking number with tracking information

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