Customer Service

 

Showroom Hours

GREYTOWN - Unit 4, 78 Main Street
Hours:  Friday and Saturdays - 10am-4pm (or by appointment)
Phone: 06 304 7045

ECOSTORE - Scotland Street, Freemans Bay, Auckland

Hours:  Mon-Fri 10am - 6pm
             Weekends 10am - 5pm
Phone: 09 360 8477

We are very excited to announce that we have partnered up with ecostore in Freemans Bay to showcase our award winning products. ecostore is now our exclusive Auckland flagship stockist and the only place you can view and purchase our entire range.

(Note our Jervois Road Showroom has closed)

Shipping & Delivery

Stock permitting, we aim to dispatch all orders within 1 working day of the order being placed (A working day is Monday to Friday and excludes public holidays). In the event that an item is temporarily out of stock, we will notify you of the delay and dispatch it as soon as it arrives back in stock.

Delivery times are not guaranteed and once your order has been dispatched, delays and lost parcels can occur. In the event of prolonged delays and non-delivery please contact us s so that we can resolve this for you. Please note that international deliveries may take up to 10 working days to arrive and up to 20 working days at peak times of the year.

PLEASE NOTE:

  • PO Box deliveries are sent using a non-signature required service and may take 2-3 extra days for delivery for NZ and up to 3 weeks for international.
  • Any duty or tax charges imposed by customs are the customers/recipients responsibility. Please contact us for information about ordering within a market you wish to ship to e.g. UK, Europe, USA, Canada, China, Japan etc
  • As you will understand, we reserve the right to hold any order for suspected fraud.
  • We reserve the right to increase delivery charges for larger orders or for certain countries. If this is the case we will contact you before shipping to confirm these charges.

Shipping charges start at the following and are subject to change:

New Zealand
Australia Worldwide Delivery

Standard (within 1-2 working days)
$4.50 - $8.50 - varies by weight

Next Day Express (1 working day, Orders placed before 10am)
$4.50 - $8.50 - varies by weight

Same Day (within Auckland)
Contact Us for rates and expected delivery times

TOLL Priority (2-3 working days for central areas)
$9.50 - $15.00 - varies by weight

Express DHL (2-3 working days)
Contact Us for rates and expected delivery times

NZ Post (6-10 working days)
From $18.00 - varies by weight and destination

Express DHL (2-3 working days)
Contact Us for rates and expected delivery times

 

 

**All orders placed through this website are shipped from our warehouse in New Zealand**

Privacy & Security

Merino Kids Limited (trading as Merino Kids) is strongly committed to protecting your privacy and providing a safe online experience for all our users. This Privacy Policy applies to information collected online through Merino Kids Limited Web site www.merinokids.com, which includes all of the Merino Kids Limited domains/websites and governs online data collection and usage by Merino Kids Limited. Please read the complete Merino Kids Limited Online Privacy Policy and contact us if you have any questions.

Returns & Replacements

All our products are designed and produced with great care and attention to detail, and we hope you will be delighted with them. If for any reason you’re not, please return them unused within 365 days of purchase and we will refund or exchange them, no questions asked.

Goods are to be returned to Merino Kids at your expense, however if products are faulty, we will refund or credit the cost of the return postage. Please send the product(s) back with a returns form included in your parcel.

Please note garments that have been washed incorrectly will not be covered under our warranty. For washing instructions click here.

Payment, Pricing, Promotions & Loyalty Points

Payment: We accept Visa and Mastercard payments through our secure DPS payment gateway. All orders will either be charged in NZD or AUD depending on your preference and location.

Pricing: Is available in either NZD or AUD and is subject to change at any time. If we have listed a price incorectly and payment has been made, we reserve the right to charge the correct price (by notifying the customer) or cancelling and refunding the order.
Promotions: From time to time we will run promotions. They will be available for a limited time, while stocks last and can be removed by us for any reason.
Loyalty Points: For every $100 spent on our website (excluding freight), you will earn 5% back. E.g. When you spend $100, we'll give you $5 to spend on your next order. You must be logged into your account to accrue points and spend them. Click here to see full terms and conditions.

Viewing Orders

Simply login into your account to view your past orders or track the process of your lastest order - Login Here

Updating Account Information

You can update any of your contact details through loging into your account - Login Here