Customer Services


At we only select the very best of New Zealand products, we  pride ourselves on the quality & reliability of our service & products. All products offered on our website are made in New Zealand from 100% New Zealand sourced woolen & natural materials.

"Terms and Conditions of Trade" for

  • We only offer returns to online full-price purchases. We do not offer refunds on items purchased in-store. Please choose carefully

  • Shipping Restrictions

    We are not able to accept or ship INTERNET ORDERS from the following countries:

    countries located in eastern, central & west Africa
  • Delivery Time 

    We undertakes to ensure that all deliveries are shipped as soon as possible after the placement your order.

    Our "DELIVERY SCHEDULE" is as follows: (local time, NZST New Zealand Standard Time):

    orders placed after (13:00) the previous day & before (13:00) on the current day will be shipped on the current day

    except for

    orders placed after (13:00) on Friday & before on Monday will  be shipped on the Monday after (13:00)

    If we are unable to deliver within this times listed above we will contact the purchaser/customer by email providing full delivery details & confirmation. We feel it is important that all our customers know the status of their order, a "shipping confirmation email" is sent when an order is shipped to ensure the purchaser/customer is aware the order is on it's way. 

    All delivery times& shipping costs are displayed during "CHECKOUT"

    Order status can be check by clicking on the "Order Status" link on the "shipping confirmation email"

  • From time to time we offer "FREE SHIPPING" to various markets or "FREE SHIPPING" on various products, these offers will be displayed on the product page & at "CHECKOUT"

  • BESPOKE items generally of "non standard size" require extra production time. Extra production time for POSSUM THROWS can vary between 3 to 16 weeks with full payment made at time of placing the order. 

    We will confirm delivery times of BESPOKE items by email within 24 hours of your order being placed. Orders for BESPOKE items can not be canceled as the making of the item commences immediately. 

World Wide Guarantee

All products purchased from are covered by our World Wide Guarantee. If for any reason the purchaser or gift recipient is not fully satisfied with the purchase, please do not hesitate to email us, we will either exchange it, issue a credit or gift card or a refund for faulty goods that can not be replaced or repaired.

what happens when something goes WRONG?

1. Changing an ORDER

Orders just placed can be changed as long we receive an email from the purchaser with 2 hours of the order being placed.

We will do everything we can to accommodate order changes, however if the order has already been sent our Exchange, Returns or Refunds policies below will apply.

 2. Exchanges

Exchanges for another size or color can be made within 7 days of receipt of the order. All exchanges must be in original condition and still have the original swing tag attached.

We request the purchaser/recipient contacts us by email within 1 days of receipt of the order outlining full details of any exchange.

Exchanges must be sent to:
21 Buckingham Street
Arrowtown 9302

"exchanged Items" will not be shipped until we receive the "original item purchased".

The cost of shipping from back to the "purchaser/customer" must be paid by the "purchaser/customer" before any "exchanged Items" is shipped. 

As soon as the "original items" are received by us an email will be sent to the "purchaser/Customer" detailing shipping cost, the email will include a link to our "payment gateway"  allowing the "purchaser/Customer" to make payment.

PLEASE NOTE is not liable for the cost of any "exchange items" received back when the cost of "return shipping" for the replacement items has not been paid. Under these circumstances NO REFUND will be made for the original items that are held by

3) Faulty goods

Faulty goods must be returned within 7 days of receipt of the order & still have the original swing tag attached.
Faulty goods must be sent to:
21 Buckingham Street
Arrowtown 9302

We will immediately replace all faulty goods. If for some unforeseen reason we are unable to replace the goods as ordered we will immediately issue a refund to the purchasers credit card.

4) Returns

If for any reason the purchaser or gift recipient is not fully satisfied with the purchase, please do not hesitate to contact us. We are unable to accept returns of BESPOKE items.

Items 1, 2, & 3 above outline terms and conditions for all returns

5) Refunds

We will undertake to make a refund to the purchasers credit card within the terms and condition listed above in items 1, 2, & 3 above. Refunds will only cover the price charged for the item or items. Shipping costs cannot be refunded. We are unable refund the cost of BESPOKE items.

Please note we are UNABLE to refund or accept the return of "SALE PRICED ITEMS". Please ensure you check your purchase of "SALE PRICED ITEMS" carefully.


At we are committed to keeping all of our customer's personal information completely confidential. We will not rent, sell or give away to any third party a customer's name, address, email address or any other personal information unless asked to so do by the customer.

We do not see customer credit card numbers etc as part of the payment process. Not seeing or holding your credit card number reduces the chances of credit card fraud.

We pride ourselves on our total privacy policy.

  • Shipping costs

From time to time we offer "FREE SHIPPING" to various markets or "FREE SHIPPING" on various products. These offers will be display in the product page & at "CHECKOUT"

All SHIPPING costs are clearly shown on our "CHECKOUT" page.

  • Insurance Cover 
All Orders/Deliveries are covered by insurance against non delivery and damage in transit. 

If the order is not received within the expected delivery time please contact us. 

Insurance cost is included in the "SHIPPING" cost.

If the purchase qualified for "FREE SHIPPING" the purchase is still covered by insurance against non delivery and damage in transit. 

  • Pricing Policy

All prices shown on our website are shown exclusive of all TAX & DUTY. If your purchase is being delivered to an address within New Zealand 15% Goods & Services TAX will be added to your purchases at CHECKOUT. .

No New Zealand Goods & Services tax is shown or charged when the delivery address is outside New Zealand.

All International deliveries are TAX FREE

  • payment types  

    we offer 3 payment types 


make payment by VISA or MASTERCARD CREDIT CARD or VISA & MASTERCARD DEBIT CARD using our secure online credit card facility processed by "DPS Payment Express". Payment can also be made by UNION PAY

or  with    Afterpay

use your VISA or MASTERCARD CREDIT CARD or your VISA or MASTERCARD DEBIT CARD and spread payment over 4  interest-free fortnightly payments 

more info on Afterpay   

Please Note:  Afterpay is only available on VISA or MASTERCARD  CREDIT CARDS and VISA or MASTERCARD DEBIT CARDS  issued in             Australia and New Zealand


    Is It Safe To Buy Online with your Credit Card/Debit Card?

    No information is saved when you use your credit card to make a payment on our website, nor is the information relayed to us, it is passed directly to the bank through Secure Sockets Layer software (SSL) to encrypt the information that you enter. This technology is designed to prevent any unauthorized viewing or downloading of customer card details.

    With credit card payments you will be required to use  the security number shown on your credit card to help ensure you are the cardholder.

    Credit Card/Debit Card Security Code

    The CSC (Card Security Code) is a 3 or 4 digit number that appears on your credit card, it is not part of the credit card number.

    The CSC is also known as the Card Verification Code (CVC) by Visa, Card Validation Code (CVV) by MasterCard. The CSC is an extra security feature of credit cards.

    It is not contained in the magnetic stripe information, nor does it appear on sales receipts or billing statements - you must have the card in your possession in order to use this code. Card security codes are not raised (they are only printed), so they are not scanned into standard credit card readers. In theory, these numbers are only visible to the cardholder.

    When a customer gives the card security code to a merchant, they assist the merchant in verifying that the order is being placed by the cardholder.

    How to find Security Code on a Visa/Master Card

    The 3 digit Security Code is usual locate on the top right of the he signature box on the back of the card, digit are usually black and not-embossed. This 3 digit code is the CSC.  

    • Currency

    All transactions on our website are made in NEW ZEALAND dollars.

    Indicative price in a number of currencies can be selected by country. 
    If your currency is not selected or displayed and you wish to change the shown currency, please use the "CURRENCY SELECTION" option contained in the "hamburger drop-down menu" shown on the top left of every page, however please note that at "checkout" the charge will still be made in New Zealand dollars.  

    If your purchase is charged to a "credit card" issued outside of New Zealand, the issuing bank (or credit card issuer) will convert the charge to the currency of the country where the card was issued, unless the "credit card" already has the option of charges being made in different currencies.

    Most International credit card charges attract conversion fees which vary depending on the type of credit card used and the issuing terms and conditions of the card.

    For more information regarding conversion fees, please contact the credit card issuer.

    • Customs/Duty & Local Tax Disclaimer 

    International orders may be subject to import duties and/or taxes, which are levied once the order reaches the destination country. ships all orders DDU which is "duties and taxes unpaid", we do not collect any local GST/VAT, duties, or taxes. PLEASE NOTE, we are not able to predict if any charges will be made. We do however collect TAX on deliveries made within New Zealand.

    If the purchaser does incur any of these additional charges they must be paid by the purchaser/recipient in order for the package to clear local customs. is not liable for "duties and taxes" that may need to be paid before the purchase clears customs in the destination country.

    For more information regarding your country's custom policies, please contact your local customs office.

    The "purchaser/customer/recipient"  of the order is responsible for and must ensure that any "duties and taxes" charged are paid within the period requested by the customs office/tax office in the destination country.

    PLEASE NOTE is not liable for the cost of any "items" sent back by the "customs office/tax office" in the destination on account of "customs office/tax office" Under these circumstances NO REFUND will be made for the returned items that are held by is also not liable for the cost of return shipping of items sent back by "customs office/tax office". will attempt to contact the "purchaser/customer" by email detailing return "shipping cost". The email will include a link to our "payment gateway"  allowing the "purchaser/customer" to make payment. The items will not be ship
    ped until the full payment of shipping cost has been made.

    PLEASE NOTE is not liable for the cost of any items held awaiting payment of return "shipping cost". No REFUND will be made for the items held by 

    On rare occasions the "customs office/tax office" will destroy items when the payment of requested  "duties and taxes" has not been made by "purchaser/customer/recipient" within the request time-frame. PLEASE NOTE is not liable for the cost of any items destroyed by the "customs office/tax office" when payment of "duties and taxes" has not been made. PLEASE NOTE no refund will be made for items destroyed on account of non payment of "duties and taxes".