RETURNS & EXCHANGES / Ngā whakahokinga me ngā whakawhitinga
Returns, Refunds & Replacements (excluding UK)
All Kiwilandia items are made to order. This means each product is printed or embroidered specifically for you once your order is placed.
Because of this, refunds or replacements are only offered in the event that an item is faulty, damaged, or there is an issue with the print quality.
If you believe your item is faulty, please contact us at kiwilandiaNZ@outlook.com within 30 days of receiving your order. You will need to provide your order number along with clear photographic evidence showing the issue so it can be assessed.
If the issue is confirmed, a replacement will be sent at no additional cost.
Sizing & Exchanges
We are unable to accept returns or exchanges for incorrect sizing or change of mind.
Please ensure you check the size guide carefully before purchasing. If you are unsure, feel free to get in touch and we’ll be happy to help.
UK Customers only
In the event that an item is faulty, damaged, or there is an issue with the print quality, please contact us at kiwilandiaNZ@outlook.com within 30 days of receiving your order. You will need to provide your order number along with clear photographic evidence showing the issue so it can be assessed.
If the issue is confirmed, a replacement will be sent at no additional cost.
Under UK consumer law, UK customers have the right to cancel their order within 14 days of receiving their item.
To exercise this right, you must notify us at kiwilandiaNZ@outlook.com within 14 days of receiving your order. Once you have notified us, you have a further 14 days to return the item.
Customers are responsible for the cost of return postage for change of mind, unwanted item, or sizing returns. A UK return address will be provided upon request.
Return postage costs are not refundable.
Proof of postage must be obtained and retained until your refund has been processed. We strongly recommend using a tracked postal service.
If the item is not received by Kiwilandia and no valid proof of postage is provided, no refund will be issued.
Refunds will be processed once the returned item has been received and inspected.
Where an entire order is returned under the UK cooling-off period, any standard delivery charge originally paid will also be refunded.
Where only part of an order is returned, any refund of original delivery charges will be calculated in accordance with applicable UK consumer law.
Items may be removed from their packaging and tried on to assess fit and suitability. However, items should not be washed, altered, damaged, or worn beyond what is reasonably necessary to assess the item.
Where a returned item shows signs of wear, washing, staining, odours, pet hair, damage, or handling beyond what is reasonably necessary, Kiwilandia reserves the right to make an appropriate deduction from the refund amount to reflect any reduction in value.
Lost in Transit (ALL customers)
Please see our SHIPPING INFO for lost in transit claims.
Additional Information
E-gift cards and sale items are non-refundable.
If you do not see an answer to your question above, please contact us at kiwilandiaNZ@outlook.com.