We have created a list of Frequently Asked Questions to help you navigate around our site. If you can’t find the answers you seek, please contact us. We will be pleased to help you
Why is it helpful to create an account?If you register an account online your billing, delivery and shipping details together with credit and debit card details can be securely stored (via our Payment Transaction System), making it quicker and easier to make future orders. You can also join our mailing list and be notified of new products, exclusive e-shop styles, sale previews, or other Tolaga Bay Cashmere promotional offers. Of course you do not need to open and account and will still be able to place an order online without doing so.
How do I create a new account?If you would like to register as a new user and create an account simply click on the SIGN IN tab, located at the top right hand corner of our site and click on create an account. It’s simple to do and you will just need to enter your name, email address and password. For security reasons you should never share your password with anyone. We will never ask you for your password and we will not know it. If you forget your password, don’t worry, we provide a link to remind you, or you can create a new password. This link is displayed within the Sign in panel.
I am not sure which size to order?On most of our product pages we include a helpful Size Guide. This will provide the International Size Conversions and also the product’s key measurements. If you are still unsure about which size is right to order, please contact us and we will be pleased to help you. You can do so by either emailing us on: email@example.com or by telephone: +64 (0) 6 862 6746 during our office hours, local time in New Zealand.
How do I track my order / delivery?We send our goods by registered NZ post or by courier as a tracked consignment. We will e-mail you the tracking /consignment details for your package when we despatch the goods. Please keep this information safe. You will need it to track your order and it may assist the safe receipt of your package. Please see our Delivery & Returns policy for further information.
How long will my order take to be delivered after despatch?
How much will my shipment cost?We provide Free Shipping worldwide. The shipping cost will be itemised and displayed at checkout as $0.00. Please see our Delivery & Returns policy.
Do your prices include sales tax?At checkout our prices include GST. This is the New Zealand Goods and Services Tax currently set at 15%. This tax is inclusive of our prices and will not be itemised on your order. International customers do not need to pay the New Zealand GST.
Will there be any additional fees to pay?Depending upon your location, you may need to pay local import taxes and custom duties. These are levied once a shipment reaches your country. We are not responsible for these additional charges and each state imposes their own tariff. Should you dispute them you will need contact your local customs office or the courier delivering the goods - as they may request payment before releasing the goods.
When will I be charged for my order ?We knit all of our cashmere goods to order and will charge you for your goods when you place your order at checkout. Please see our Delivery & Returns policy which provides information about returns and refunds.
How do I wash, repair and care for my garment?Please see our Wash & Care page. Cashmere is a fine, strong, natural fibre and we handcraft our garments to last the test of time. 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. You will need to return your garment to us, paying for your own shipping costs, together with a brief note of the problem. 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.
What should I do if I want to return all or part of the order?We will refund, replace or exchange any item you wish to return. Simply download and fill in the Returns Form provided on our site, stating the reason for your return. See our Delivery & Returns policy.
For faulty items we will refund any postage costs you have incurred. For exchanges we will not refund your postage but will not charge for postage of the replacement item.
Please see our Terms & Conditions for full details.
What if I am interested in a specific product that isn’t shown in the shop?If a product you are interested in ordering is not shown in our shop, please contact us by email at: firstname.lastname@example.org, or by telephone: +64 (0) 6 862 6746. We will be happy to assist you.
Out of stock?As we produce all of our items to order, our products are never in stock, nor out of stock. This just means there will be a short lead time to knit up your garment for you. We will advise you of our estimated despatch date prior to placing your order at check out.
Do you gift wrap?Should you wish a specific item or all items from a multiple order to be sent in its own box, simply tick the ‘Gift Wrap’ box when placing your order.
Can I send an item as a gift to someone at another address?Yes, but one order cannot contain multiple delivery addresses, so you will have to complete a separate order if there is more than one delivery address.
How do I update my details on my account?You can update your details by simply Signing in to your User account and following the steps indicated to edit and save your updated details.
How can I find out what personal information you hold about me?The Data Protection Act gives you the right to request a copy of any personal information that we hold about you. As we have a responsibility to protect your personal details, we need to make sure that it’s you making the request, so we’ll need two items of identification from you; these could be any of the following:
Utility Bill (no more than 3 months old)
Bank Statement (no more than 3 months old)
How can I delete my personal information?You may delete your data by closing your account with us. If you no longer wish to keep your account open, please email: email@example.com
How do I unsubscribe from your newsletter / mailing list?Once you have subscribed, if you change your mind and no longer wish to receive our occasional newsletter or emails with our promotional offers and seasonal discounts, then you can do so by simply clicking unsubscribe on any of our correspondence. You will find the link at the bottom of the email. Your email address will be immediately removed from our database.
What are your opening hours?You can find the opening hours of our factory-atelier and shop located in the footer of each page.
Can I visit your factory-atelier and shop in tolaga bay?Yes you can. In fact, we would love you to visit us. We are a long way away from most places on earth, but that’s the beauty of the experience. You can drive the pacific coast highway and marvel at slice of real New Zealand with its spectacular coastal scenery that many tourists never get to see. Come and see our precious goats, and watch us crafting their fleece into beautiful, luxury, cashmere pieces which you are able to try on and purchase in our shop.