Customer Support
We hope you'll find all the answers to your questions in the sections below. If the information you are looking for isn't available, please don't hesitate to contact us. We'd love to hear from you, and you'll be helping us to keep this section updated.
Contact Details
For enquiries regarding our online store:
0800 357 759 for calls within New Zealand
+64 3 357 3759 for international callers
For all other enquiries:
+64 3 358 3809
Please be aware that our customer service team is usually only available to speak with you personally between the hours of 8.30am-4.00pm, Monday through Friday, New Zealand time. You can however email us at any time (customersupport@merinomink.com) and we'll get back to you as soon as we can.
Our Products
All the items available at Merinomink™ online are current season, so if you can't find something on the site, try searching for it using the search bar function at the top of any of the site's pages. If the search doesn't help, we may not stock that product, or it may be unavailable. We're here to help, so send us an email if you have a query and we'll come back to you with answers. We'll do our best to source what you're after.
Your Account
To create an Merinomink™ account, all you need to do is click on ‘Register/Sign In’ in the upper right hand corner of any page on our site, and follow the instructions.
You can simply start shopping without registering – we'll prompt you to give us the necessary information when we need it.
It's well worth registering for an account with us anyway. Even if you don't make a purchase immediately, you can opt in to receive the latest news and any special offers from us. Plus, when you do decide to make a purchase, we'll already have your details, so checkout will be nice and easy.
Your Password
When you register for a shopping account with Merinomink™, you are required to choose a password which will allow you to access your account and view your order history. To change your password, please contact us at customersupport@merinomink.co.nz and we will send you an email with instructions to reset your password.
Your Order
Wondering where things are at with your order? You can check the current status of your orders by signing in. Just click on 'Account’ for all the details. The order process begins very soon after your online purchase is completed. As soon as we locate the item in our stock, we'll approve your payment and send your package on its way. You won't be charged for the item until it is shipped to you.
Cancelling An Order
If you've made an error in an order you've just placed, please contact us immediately. We'll do our absolute best to try and stop the order in our system, but because we try to fulfil your orders as fast as we possibly can, it may have already been processed. If this has happened, you will need to return or exchange the item. We tell you how to do this in our returns and exchanges section.Payment Options
We accept Visa, Mastercard, American Express and Merinomink™ online gift vouchers as forms of payment. We're sorry but we can't accept cheques or cash. If you are having trouble with our site accepting your credit card, please check to make sure you have entered the right card number and expiry date. If it still doesn't work, we recommend you contact your credit card company. Additionally, we will accept LayBuy and Afterpay in New Zealand but not yet Australia.
Delivery Details
Shipping Rates
| Region | Shipping Rates |
|---|---|
| New Zealand | NZ$10.00 |
| Australia | NZ$30.00 |
| United States, Canada, Asia | NZ$40.00 |
| European Union, United Kingdom | NZ$50.00 |
| Rest of World | NZ$90.00 |
How We Deliver Your Purchase
To ensure we are able to deliver your purchase, we use ‘track and trace’ couriers. They use a scanning system to follow the progress of your delivery, and require a signature on receipt of the package. If a problem arises, this means you are able to follow up directly with the courier company involved, and proof of delivery and/or the status of the package can be supplied. There will be a copy of the signature of the person that received the package, and the courier driver can be identified. If you require non-signature or specific delivery instructions, you will have to organise this with the courier company. Please use the tracking link provided with your dispatch confirmation to contact them.
Your Delivery Address
Please note that we are unable to deliver to PO Boxes outside of New Zealand or Australia.
Because a signature will be required, it is a good idea to provide a delivery address for the location you're likely to be at during the day, such as a work address.
If your work address is in a large or multi-level building, please note most couriers will only deliver to the foyer.
You are responsible for the package once it has been delivered.
If the courier is unable to leave the package at the address you provided, they may leave a card to advise you where you can pick the package up from.
Please be aware we are unable to provide exact delivery times for our couriers, and that couriers do not call prior to delivery.
Multiple Delivery Addresses
You may like to have your purchases delivered to different addresses. To do this, you will need to place each order separately, as we can only deliver to one address per order.
Delivery Times
We endeavour to dispatch orders within 1-2 working days, with most orders placed in the morning dispatched that same day. Please note delivery may be delayed during sale or busy periods. Once your order has been dispatched from our warehouse, approximate delivery times are as follows:
New Zealand orders (CourierPost):
1-2 working days
International deliveries (DHL Express):
Australia, 2-3 working days
Rest of World, 3-6 working days
Tracking Your Package
We will email you the tracking number of your package and you will be able to follow the progress of your package through the courier company.
International Customs Charges And Import Duties
Unfortunately, we have no control over customs charges and import duties. As customs policies and import duties vary greatly between countries, we are unable to tell you whether charges will be payable and what this cost will be. On occasions when customs charges and import duties are imposed, these charges must be paid by the recipient of the parcel.
Customs charges and import duties are charged once the parcel reaches the destination country, so to avoid any nasty surprises, we recommend you contact your local customs office for current charges before you order.
Merinomink™ will not be responsible for any customs charges and import duties.
When Your Package Arrives
When you receive your order, you should immediately check to ensure you have received the correct item/s ordered, and that no damage has occurred to the package during delivery.
If there is damage to the packaging that has affected your purchase, please make a note on the packing slip and ask the courier driver to sign the packing slip as well. Please contact us and let us know that your package has been damaged during delivery.
If your package is in perfect condition, but you discover the item/s inside are damaged or defective, please get in touch to let us know.
Returns and Exchanges
Conditions Of Return
If you are not fully satisfied with your Merinomink™ purchase, you can return it to us for a full refund or exchange it for another item, provided that the items are returned within 30 days of the order date, unworn, unwashed, and undamaged, in their original packaging (wherever possible) and with all accessories and tags. All refunds are issued at the discretion of Merinomink™. Merinomink™ reserves the right to refuse a refund request if it does not comply with these conditions. Please note that Merinomink™ does not accept returns (unless goods are faulty or not as ordered) on sale items. Sale items purchased are final sale, so please choose carefully.
Where Can I Make A Return
Please contact customer support. Please note, you cannot return items bought at a New Zealand Merinomink™ retail store to the Merinomink™ online store.
Packaging An Item For Return
Please pack the item securely into the original packaging (where possible) and include the packing slip. If you are unable to enclose the packing slip, please ensure your order number, name, and billing address is included, along with your instructions. All return postage must be prepaid by the returnee, unless the item was damaged, defective, or if we’ve sent you the wrong item.
Please courier to:
Online Returns
Untouched World™ Ltd
21 Sheffield Crescent
Russley
Christchurch 8053
New Zealand
We recommend that you obtain a tracking number.
Method Of Return Payment
We will credit your original method of payment, excluding your original shipping costs (unless goods are faulty or not as ordered), as soon as we receive your returned item. While the refund is immediate at our end, depending on your bank it may take a few days to appear in your account.
Returns To A Retail Store
Although Merinomink™ retail stores cannot process refunds, you are more than welcome to return items bought from Merinomink™ online to one of our physical retail stores. Our retail team will ensure it gets to us safely, and you'll save on shipping fees.
The store will issue you with a receipt for the unwanted item, and return the item to our web team. We will credit your original method of payment. You can also return items you wish to exchange to our retail stores. You may like to purchase the replacement item directly from the retail store, rather than wait for the web team to courier you the new item. We'll simply refund you for the unwanted item as explained above.
Find your nearest Merinomink™ store in New Zealand by viewing our store locator.
Damaged Or Defective Items
If you receive a damaged or defective item from Merinomink™, please contact customer support.
Exchanges
Exchanges will be given on size and colour. Please contact customer support. Although you will need to prepay the delivery fee to return the item/s to Merinomink™, you will not be charged a delivery fee for the replacement item.
