Delivery & Returns

We consider smooth deliveries and easy returns to be as important as the quality of our products. Please read our policy below to see how we do this.

 
  • Orders
  • 1.
    Tracking your order
    Tolaga Bay Cashmere orders are issued a tracking number, which we will email to you, when we dispatch your order from our factory. Please ensure you retain this tracking number and keep it safe, so you can follow links in the email to track your order.
  • 2.
    International Orders
    We welcome international orders and provide free shipping worldwide. Our prices include New Zealand’s Goods and Services Tax, currently set at 15% for goods used and consumed in New Zealand. International customers who are purchasing our goods from overseas and having the order shipped/exported overseas are not required to pay the New Zealand GST.
 
  • Delivery
  • 3.
    Despatch Date
    At ‘check out’ we will provide you with an ‘estimated despatch date’ based on the product(s) you have purchased. We aim to despatch items purchased on our online shop within 21 days or less of receiving your order. However as we individually knit up your order, we can not guarantee this timeframe and will not accept responsibility or liability should we exceed our estimated date. Tolaga Bay Cashmere make every effort to ensure your order is despatched as soon as possible and within our estimated despatch date. Sometimes, though, events beyond our control do delay the despatch of goods. We appreciate your understanding.
  • 4.
    Delivery Date
    Please note the ‘delivery date’ is the date the goods are delivered to your door and not the date the goods are despatched from our factory-atelier. Sometimes unexpected delays can effect the delivery date, such as delays at the receiver’s end, with inspections of goods by customs. This will depend on your shipping location. We are unable to avoid such delays as it’s a lawful requirement outside of Tolaga Bay Cashmere’s control and responsibility.
  • 5.
    Delivery Of Goods
    When placing your order and to help ensure receipt of delivery, please provide all information in the required fields. This includes your customer name & or business name, the physical address where the item(s) is to be delivered (between the hours of 9am to 5pm weekdays) and a phone number for couriers or customs to contact you if required.
    If you don’t think you’ll be at home to receive your parcel, please provide an alternative address that suits you – for example, your work address. If shipping to a business address please ensure this is included in the ‘ship to address’.
    Standard courier practice applies to all Tolaga Bay Cashmere shipments / deliveries of orders.
    To ensure the safe receipt of goods, all packages need to be ‘signed for’ upon delivery. If you are not able to sign for your delivery, the driver will leave a collection card at the stated address. This card will explain the next steps required to receive your order. You will normally be able to collect the parcel at the nominated courier’s collection address, provided you present the collection card together with a form of photo ID. If the parcel is not collected within 10 business days or more, it may be returned to Tolaga Bay Cashmere. Please note: in this instance any requests for redelivery will incur additional shipping charges and these will be charged to your customer account
    We try to avoid splitting orders into more than one delivery package, however this may occur if there are a number of items in the order. Please be assured, even if we ship your order in more than one package, you will only be charged one delivery cost per order, regardless of how many packages we send out to you.
    In the event that an order shipped by us, via our nominated courier, does not arrive within the approximate delivery period stated, we will do our best to assist by tracking your order, but this can be difficult with some postal deliveries in overseas locations. Should our customers notify us they have not received delivery beyond 21 working days of the expected time frame and this is confirmed by our nominated courier we will process a replacement order.
    If you have any specific queries regarding delivery, please contact us at shop@tolagabay.nz or alternatively call us on +64 (0)6 862 6746 and we will do everything we can to help. Please note our office hours are 9am to 5pm weekdays, local time New Zealand.
 
  • Shipping
  • 6.
    Shipping Time Frames
    We offer: Free shipping nationwide in New Zealand.
    Estimated delivery time: 2 - 3 working days
    Our nominated domestic courier is NZ Post

    Australia
    We offer: Free ‘International Economy’ shipping nationwide in Australia.
    Estimated delivery time: 4 - 5 working days
    Our nominated International Courier is DHL or FedEx

    Rest of The World
    We offer: Free ‘International Economy’ shipping Worldwide
    Estimated delivery time: 5 - 6 working days
    Our nominated International Courier is DHL or FedEx
  • 7.
    Customs, Import Duties & Taxes
    International Shipments
    Please note international shipments are subject to inspections by local customs authorities. This process may delay estimated delivery times and your purchase order may be subject to Customs Import Duties, Taxes and other charges. The enforcement of tax duty is subject to the destination country’s regulations and is based on the value of the order and tax free threshold of the destination country. Payment of duties and taxes are the responsibility of the buyer and not the shipper of goods and the buyer is liable for any charges incurred. The buyer may be requested to complete payment, either to customs so they release the goods or to the nominated courier, for the goods to be be delivered to your door. To collect payment the courier or customs agent may seek to contact you using the contact information provided on your order (the shipping address). To avoid unexpected charges, we recommend you contact your country’s local custom office to determine any additional costs prior to purchasing.Please note international shipments are subject to inspections by local customs authorities. This process may delay estimated delivery times and your purchase order may be subject to Customs Import Duties, Taxes and other charges. The enforcement of tax duty is subject to the destination country’s regulations and is based on the value of the order and tax free threshold of the destination country. Payment of duties and taxes are the responsibility of the buyer and not the shipper of goods and the buyer is liable for any charges incurred. The buyer may be requested to complete payment, either to customs so they release the goods or to the nominated courier, for the goods to be be delivered to your door. To collect payment the courier or customs agent may seek to contact you using the contact information provided on your order (the shipping address). To avoid unexpected charges, we recommend you contact your country’s local custom office to determine any additional costs prior to purchasing.
 
  • Returns
  • 8.
    How to Return Items
    Please ensure you return the item with 14 days of receipt of goods.

    You must complete our Returns form and enclose it with your return shipment. Click to view and download our Returns form.

    There’s no need to call or email us to tell us your returning an item. Please follow the instructions on the packing slip enclosed with your order (this includes a detachable label with our address ). When completing our Return form, please indicate whether you would like an exchange or a refund. We would be grateful if you could tell us why you are returning the item so we can improve our service.

    Shipping costs for returned goods are your responsibility. We recommend you send your goods by secure trackable post, such as a ‘ signed for’ registered package and that you retain your proof of postage. We cannot refund or exchange items that go missing in the post. Please ensure all goods are adequately packaged to avoid damage in transit, with suitable cover for compensation in case they go missing and you need to make a claim.

    If you are returning goods from outside of NZ, ensure that the parcel and any paperwork attached to it are clearly marked as ‘returned goods’. This will avoid your parcel being held by local customs and possibly incurring duties. We are not responsible to pay customs duties of returned items and it may result in the package being returned to you.

    We always try to deal with returns as soon as they arrive. However, during very busy periods, please allow up to 28 days for your return or exchange to be processed. Please note that refunds for items bought as gifts can only be credited to to the original payer, and if you receive a gift and decide to swap it for another item, we are unable to stop the payer from finding out.
  • 9.
    Returns Policy
    Tolaga Bay Cashmere operates under the New Zealand Consumer Guarantees Act 1993.
    If for any reason you are not happy with your purchase you can return your item(s) for a refund, credit note or exchange. If goods are faulty or damaged then we will offer you a full refund, exchange or credit note.

    Tolaga Bay Cashmere does not offer refunds on discounted items that are ‘on sale’.
    Returns or exchanges are accepted on goods returned within 14 days of your receipt. We are unable to accept returns outside of this time frame. Any returns exceeding this 14 day period will be assessed on an individual basis and a final decision made at the discretion of Tolaga Bay Cashmere.

    Items must be returned as new, clean and unused with all Tolaga Bay Cashmere labels and swing tags attached in the original packaging with tissue paper. Unfortunately returns that do not meet this policy or that are damaged, worn, laundered or altered can not be accepted and will be sent back to you.
    All returns must be sent to;

    Returns Department,
    Tolaga Bay Cashmere
    31 Solander St,
    Tolaga Bay, 4077
    New Zealand

    Tel +64 6 862 6746

    Tolaga Bay Cashmere is unable to provide a refund, exchange or credit note for any returned items that go missing in the post.
    Once your returned item is received by Tolaga Bay Cashmere we will process your refund via your original payment method within 14 days. We will notify you when we process your refund via the email address on your order. Please note that different banks may require longer time frames to process refund payments.

    In the event that a faulty item is returned and deemed not faulty by Tolaga Bay Cashmere, the cost of shipping to your location will be deducted from any refunded value. Any and all refunds processed will be in New Zealand dollars (NZD) For international orders, any change to exchange rates at the time of processing the refund is beyond the control of Tolaga Bay Cashmere.
 
  • Repairs
  • 10.
    Repair Policy
    Occasionally during everyday wear, a garment may unintentionally snag and a small hole appear, requiring a repair. We will be pleased to do this repair for you free of charge, provided it is a reasonable request (not severely worn, soiled or damaged items) and is technically possible to do it. Due to the nature of knitwear’s fine construction, we are unable to create invisible repairs, but will do our best to achieve a good finish and hopefully extend the life of your garment for many more years.

    You will need to send your garment to us, paying for your own shipping costs, together with a brief note of the problem. For international customers please remember to complete all shipping paperwork as required by the courier / customs, marking the shipment ‘Repairs’ and declaring the value of the goods. This will help avoid delays to the shipment and the goods being subject to customs duty, as we are not responsible to pay these charges and the shipment may be returned to you.

    All returns must be sent to;

    Repairs Department,
    Tolaga Bay Cashmere
    31 Solander St,
    Tolaga Bay, 4077
    New Zealand

    Tel + 64 6 862 6746