We have provided answers to commonly asked questions below. However, if you can't find an answer to your question or would like some advice, do contact us.
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Placing an Order
We ship to USA, Canada, UK, Australia, New Zealand and much of Europe and Asia. See shipping info for a full list of countries. Remember even if you are in the USA for example, you must select UK pounds or New Zealand Dollars for orders being shipped to the UK and New Zealand respectively.
All orders are shipped from here in New Zealand.
Click the currency flags at the very top of the website. We offer both the display of prices and the billing of your credit card in seven currencies. This way you will know exactly how much you will be billed. (Please note however that we have heard that some banks make a separate transaction fee for purchases originating from overseas even when the amount billed is in the home currency. This typically may up to 3% of the total billed but you may wish to check with your bank first).
If your currency is not listed, please select US Dollars. For UK and New Zealand you need to select UK pounds or NZ Dollars respectively.
For footwear, when you select the size from the drop-down list, conversions to other international sizes are shown in a box just above your selection.
There's also a Footwear Sizing tab with additional information, like calf measurements for boots, further down the product detail page.
For gloves and mittens there's a Gloves or Mittens Sizing tab with measuring instructions.
The size of the footwear on the white label is the US Mens size. Ultimate boot and ultra-flexible slipper soles have the US Mens size on the bottom.
If you are a registered user, you can login to your account and see order history from September 2014.
Or simply email us as we can even delve deep into our archives going back to 2002!
On the shopping cart page you can add a gift card to your order. The gift message is entered during checkout. If a gift card hasn't been purchased, we will print the message on the packing slip enclosed with the order. We don't offer a gift wrapping service as the gift paper is likely to become crumpled on its journey to the recipient due to the soft nature of most of our products.
We only obtain a pre-purchase authorization when you place your order and do not actually charge your card until your goods are shipped. If for some reason we have to send your order in more than one go, we will normally only charge your card for the goods actually shipped.
You may initially see two transactions on your debit/credit card account on-line. This is a peculiarity of some banks due to us putting through a pre-purchase authorization first when you placed your order then an associated completion transaction when we actually shipped your order. After a few days the "pending" entry will disappear.
The answer depends on which country the order is being shipped to:
USA - very unlikely, the United States doesn't normally charge any Customs tax or duties. This is our main market and we haven't heard of anyone incurring Customs charges for many years.
UK - we include all UK Customs charges in our UK pound prices. For most orders we use the HM Revenue & Customs UK VAT pre-payment scheme enabling us to pay the VAT at this end so the order can be delivered faster without Customs delays. For high value items we reimburse the Customs amount charged by ParcelForce. For details see our UK Customs Info page.
Australia - with a GST charging threshold of AUD$1000, orders under this amount are delivered tax-free without any Customs charges.
New Zealand - our NZ dollar prices include GST (Goods & Services Tax).
Other countries - Canada and countries in Asia and Europe (not UK) can make Customs charges. They are not included in our prices and these, along with any fees charged by the local postal or Customs service for their collection, are the responsibility of the recipient and cannot be pre-paid. We suggest you check with your local Customs department to be sure.
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Our website uses the latest technologies to provide a responsive design so that you automatically get the best experience whether it be on a desktop, laptop, tablet or smartphone. These technologies aren't properly supported in old versions of certain browsers so our site hasn't been made compatible with Internet Explorer version 7 and below.
These are areas that naturally don't have wool on them. They are partially trimmed off after tanning during the final stages of production and are part of the natural look of the sheepskin pelt.
You can contact us by email or phone. The primary means of contact is by email and we endeavor to reply to all enquiries the same day, often within an hour or so. See contact us.
If you are only a mailing list subscriber and/or have only ordered from us as a guest, simply use the unsubscribe link from a recent email and re-subscribe.
If you have setup an account with us, use the My Account link at the far top right of the website to change your email address. If you can't remember your current password, you can reset your password before logging in.
You can do so our join our mailing list page. Alternatively if you have set up an account with us, use the My Account link at the far top right of the website to login and use the Subscribe button.
Approx 95% of our products are made here in New Zealand. We only purchase overseas made products when there isn't an equivalent available locally. All NZ made products have a "New Zealand Made" logo above the product's main description area plus we show the country of manufacture in every product's Specifications tab.
Unlike brands such as UGG Australia® and Emu Australia® who make much of their footwear in China, 100% of ours is proudly made here in New Zealand.
No, sheepskins used for sheepskin footwear and all other sheepskin products are a by-product of the meat and wool industries. The hide in its raw state is of limited financial value, it is the labor-intensive tanning process that adds value.
Our sheepskins are sourced from New Zealand and Australian lambs.
No harsh chemicals like arsenic or formaldehyde are used in the tanning of our sheepskins.
Our warranty period is 12 months, for details, see our returns policy.
We offer a 90-day money back guarantee on all our products (except special order items and cosmetics). If you are not completely satisfied with your purchase, return it unused for an exchange or refund of the product purchase price (excluding the original shipping expense incurred when sending you the item). All refunds are made to the same debit or credit card that was charged for the order. See our returns policy.