FAQ

Orders & shipping

Do you ship internationally?

Orders to New Zealand and Australia are calculated at check out.

Other countries? Yes — international shipping can be a bit tricky, so please message us via our Contact page with your full delivery address and what you’d like to order, and we’ll send you an accurate shipping quote. 

How long does dispatch take?

We pack orders as quickly as we can, and you’ll receive a dispatch email once your order has been lovingly packed and sent. 

During busy periods, dispatch may take a little longer.

How long does delivery take? (estimates)

  • NZ urban: usually 1–3 business days after dispatch

  • NZ rural: usually 2–5 business days after dispatch (often +1–2 extra days)

  • International: typically 7–21 business days after dispatch (varies by country and customs)

Rural delivery (NZ)

If your address is rural, a rural delivery fee may apply. If rural delivery fees aren’t selected/paid when required, your order may be held or refunded until the correct shipping is arranged.

Can I change my address after ordering?

If you contact us quickly, we’ll do our best — but once your parcel has been dispatched we can’t guarantee changes.

Do you provide tracking?

Yes. You’ll receive an order confirmation after purchase, then a dispatch email with tracking details (where available). 

Tracking can take up to 24 hours to start updating once lodged.

Customs, duties & import taxes (international)

Any duties, taxes, or import fees charged by your country are the buyer’s responsibility.

Returns & refunds

How do I return an item?

Please reach out first via our Contact page explaining the situation, and we’ll guide you through next steps. 

In most cases, return shipping costs are the customer’s responsibility. 

What’s your returns policy?

  • Faulty items: We offer refunds in accordance with the Consumer Guarantees Act (NZ). 

  • Change of mind: Please contact us — we consider these requests case-by-case, and in some instances may offer a store credit. 

My item arrived damaged / incorrect — what should I do?

Contact us within 48hrs with your order number and clear photos of:

  • the item damage/issue

  • the packaging (inside + outside)

    We’ll work with you to make it right.

Do you refund original shipping costs?

If an item is faulty, we’ll handle it in line with NZ consumer law. For change-of-mind returns, original shipping is usually not refundable.

Product care instructions

How do I care for my wool / felted items (e.g., Tush Cush, placemats)?

 

  • Spot clean first: Use a damp cloth and a small amount of gentle wool wash or mild soap.

  • Cold water only: Avoid hot water (heat can shrink/felt wool further).

  • No soaking: Don’t leave submerged.

  • Air dry flat: Reshape gently and dry out of direct sunlight. Don’t tumble dry.

  • No harsh chemicals: Avoid bleach and strong detergents.

  • Keep away from high heat: Don’t place directly on heaters or very hot surfaces.

  • Pilling is normal: Light pilling can happen with natural wool; gently remove by hand if needed.

How do I freshen it up between cleans?

Air it outside in the shade, or use a gentle fabric spray. Avoid saturating the wool.

Other

Still have questions?

Send us a message via the Contact page — we’re happy to help.