Shipping & Returns
Please note: We only ship to addresses within New Zealand.
Delivering your order to you in a fast and efficient manner is one of our key priorities. While most orders are processed and collected by the courier the same day of business, please allow 1-2 business days for delivery. If you have ordered an item(s) that is out-of-stock or sold-out, then we will advise you immediately. Rural and some residential areas may require an additional day(s) for delivery. Additional delays may also occur if further payment or address information is required.
We ship all our orders with Courier Post from our NZ Distribution Centre. Please supply a physical delivery address where someone will be present to receive the delivery. A signature is required for the delivery, they cannot be left. We do not deliver to PO Boxes. Deliveries are made Monday to Friday.
When your order has been dispatched from our NZ Distribution Centre you will receive an email confirmation with tracking number. You can track your order by going to the Courier Post website: https://www.nzpost.co.nz/courierpost
We strongly advise all customers to check goods thoroughly upon delivery before destroying packaging or removing any attached tags.
All orders over $50 will be delivered Freight Free anywhere in New Zealand. All other orders will be shipped at a flat rate of $3.00. Freight is added to the order at the Checkout stage of the order process based on your purchase amount.
For further information contact us at: firstname.lastname@example.org
Once an order has been placed you may not cancel the order as goods are often packaged and shipped the same day. Please select carefully before placing an order.
Free Returns Policy:
If for any reason you are not completely satisfied with your SmartWool purchase, please return it to us in its original resaleable condition within 30 days of receipt, and we will replace it or refund your purchase price using the original payment method. Shipping costs will not be refunded unless the item is being returned because it is damaged or defective.
- Contact us at email@example.com or call us on 09 377 2622 for a free return label.
- Download our Returns Form, please fill this in and include with your return.
- Please ensure the item is in its original new saleable condition, including packaging.
- Pack the item carefully so that it will not be damaged during the shipping process. We suggest using a box and bubble wrap
- Include a copy of the packing slip or proof of purchase (included with your shipment) We will not be able to process a return for any shipment received without a packing slip or proof of purchase.
All returns should be sent to the following address:
SmartWool NZ ONLINE RETURNS
24 Heather St
It's important to note that these instructions must be followed in order for us to properly process your return.
Consumer Guarantees Act 1993:
The products on this site are covered by the Consumer Guarantees Act.The Consumer Guarantees Act sets out minimum standards for goods sold. In the event that goods sold are not of good quality or are faulty, the customer has the right to a repair, replacement or refund.
Fair Trading Act 1986:
The Fair Trading Act is designed to protect the customer being mislead, either intentionally or unintentionally. This applies to all aspects of the promotion and sale of goods and services including: pricing; where the product was made; where the product is from; the meeting of New Zealand safety standards; availability of products in store and the sales techniques used. The Commerce Commission enforces the Fair Trading Act 1986.