Frequently Asked Questions

About Our Products

What materials do you use?

We specialise in premium natural fibres including luxurious merino wool and camel down. These materials are chosen for their exceptional softness, warmth, breathability, and biodegradability. Our knitwear is designed to provide natural comfort.

Are your products suitable for sensitive skin?

Yes! Both merino wool and camel down are naturally soft and gentle fibres. Merino wool is finer than traditional wool and is less likely to cause irritation. Many customers with sensitive skin find our products very comfortable to wear.

Will my knitwear pill or shed?

Some natural pilling may occur with wear, especially in high-friction areas. This is normal for natural fibres and can be gently removed with a fabric shaver or sweater comb. Any initial shedding should settle after the first few wears.

Ordering & Shipping

Do you ship internationally?

Currently, we ship within New Zealand only. We're working on expanding our shipping options in the future.

How long does shipping take?

Orders are processed within 2-3 business days (Monday-Friday, excluding public holidays). Delivery typically takes 4-6 business days within New Zealand via our trusted courier partners.

Do you offer free shipping?

Yes! We offer free shipping on orders over $100 NZD. For orders under $100, a flat shipping rate applies at checkout.

Can I track my order?

Absolutely! You'll receive tracking information via email once your order ships. You can use this to monitor your delivery progress.

What payment methods do you accept?

We accept all major credit cards, debit cards, and other secure payment methods through our checkout.

Returns & Exchanges

What is your return policy?

We want you to love your purchase. You may return unworn, unwashed items with original tags attached within 30 days of delivery for a full refund or exchange. Please see our Store Policy for full details.

How do I exchange for a different colour or item?

Please contact us with your order number and let us know what you'd like to exchange. We'll guide you through the process and help you find the perfect piece.

Who pays for return shipping?

Return shipping costs are the responsibility of the customer unless the item is faulty or we sent the wrong item.

Care & Maintenance

How should I care for my knitwear?

We recommend hand washing in cool water with a gentle wool detergent. Gently squeeze out excess water (do not wring), reshape, and lay flat to dry away from direct heat or sunlight. Never tumble dry.

Can I machine wash my items?

While hand washing is preferred, some items may be machine washed on a gentle/wool cycle in a mesh laundry bag. Always check the care label on your specific item first.

How do I store knitwear between seasons?

Clean items before storing, then fold (never hang) and store in a breathable cotton bag or drawer. Add natural moth deterrents like cedar or lavender sachets.

What if my item gets damaged?

Contact us and we'll do our best to help. Minor snags can often be repaired, and we're happy to provide care advice.

General

Do you have a physical store?

We're an online-only store based in New Zealand, which allows us to offer premium quality at better prices.

How can I contact you?

Visit our Contact page for all the ways to get in touch. We typically respond within 1-2 business days.

Do you restock sold-out items?

We do our best to restock popular items, but some pieces are limited edition. If something is sold out, contact us to ask about restocking timelines or similar alternatives.

Are your products made in New Zealand?

Yes, all of our products are made in New Zealand. We are committed to quality craftsmanship and premium natural fibres.

Still have questions? We're here to help! Contact us and we'll be happy to assist.