Returns Policy

We make every effort to make sure our product descriptions are as detailed as possible including sizing and colour guides for all our products.

If you have a question about sizing then please feel free to contact us at prior to making your purchase.

If you do wish to send something back to change the size / colour etc we will gladly provide you with a Merino Kids store credit. Please do so within 21 days. 

If you have purchased an item from a stockist and have any issues please take the following steps. 

1. Return the item with receipt / proof of purchase to the store you brought from and explain the issue or size exchange that you need.They will be able to sort out any faults or returns for you. 

2. Should you have any issues with exchanges or returns with the retailer you made the purchase from please contact us for assistance, but only after you have first approached the store to remedy the problem . 

Store Credit

Should you have an item you wish to send back to change the size or colour please send your item/s back to us with your order number and details enclosed

Once your item has been received back into our warehouse it will be processed and a store credit will be issued to the value of the original purchase price of your return.
You can then use this credit to re purchase in a new size or colour that you desire.

Please note : We do not offer exchanges, only store credits. This is due to the high demand we have for our products we cannot always guarantee a size or colour will be available when your return eventually hits our warehouse.  

How to use the store credit :

The store credit will be emailed to you in the form of a gift card. This code must then be applied at the checkout and the value of the card will be applied to your order. Please ensure this is applied before proceeding to confirm the order. 

Conditions:

*Sale Items - Discounted products & Promotional items.

There are no returns on sale items unless they are found to be faulty. All sales for clearance,  promotional and discounted stock are final and no exchanges can be processed. Please choose carefully.

 

*Items must be returned to us within 21 days of invoice (purchase date)

Items sent to us outside of this date will be returned to sender at the senders cost.

We highly recommend inspecting all of the items in your order upon receipt (even when purchasing for a baby that may not be born yet)  to ensure any returns or credits that need to be processed can be done in the allocated time frame.

* Product must be undamaged, unworn, unwashed or in otherwise unused condition with all original labels intact. Please note that we will not accept goods if there is animal fur etc on the clothing as this is a serious health risk .
Goods must also be returned odour free - ( Free of  Cigarettes , dampness etc).
* Cost of shipping the returned item is the responsibility of the buyer.

Faults

My order has arrived and its faulty! Now what do i do?

In the rare occurrence that you receive a damaged or faulty item please contact us immediately.

If the item is deemed faulty we will offer a replacement  (if we have a replacement in stock) , or refund once we have received the returned item.
We cannot process a return for a faulty garment if we do not get the opportunity to view and inspect the fault. We will cover the costs of return shipping.

Please do not send anything back to us if we have not been made aware of the issue/ fault and discussed this with you. 

Please inspect all goods upon arrival and ensure to get any returns back to us within the 21 day timeline advised above. 

 

Returning your goods

Please follow the steps below for faulty items or goods to be returned

Please ensure to include your name & Order Number on any return so that we can process this efficiently for you.

Goods must also be sent via Tracked Courier as our address does not accept standard postal delivery. Sending via tracked courier also ensures that your parcel does not go missing.Merino Kids is not liable for any missing returns and we can only process your return once the original has been received back into our warehouse.

Return address

Merino Kids Ltd
21 Commerce Crescent 
Islington 8042
Christchurch
New Zealand