Ordering, Shipping & Delivery
COVID-19 UPDATE – Our online store is open and operating 24/7
However, due to the Covid-19 situation, and the lock-down restrictions currently in force in NZ, we are at present, only able to ship products directly associated with providing warmth. This includes Sheepskin rugs, baby products and footwear, thermal underwear, selected woollen garments*, outdoor wear, blankets, throws and bedding.
Orders placed for products not included in the above list, or are out of stock, will be shipped just as soon as the restrictions are lifted, prioritised by the date the order is made.
- Shipping times are likely to take longer than our standard guidelines below.
- We expect to resume full shipping of all items by late April, but of course we will keep you updated.
Our super-helpful support staff are working as normal (remotely from home) and are on hand via email or the chat button to answer any queries you may have. Sorry, phone support is not available at present.
Thank you all for your patience and understanding in these trying times. Wherever you are in the world, please follow the official guidelines to help overcome this virus, and take care of yourself and others.
Stay Safe – The Ecowool Team
* Gloves, scarves, socks, hats, plus our Must Have range in Women’s and Men’s Knitwear
DELIVERY TIMES & PARCEL TRACKING
We offer FREE WORLD-WIDE SHIPPING by fast airmail on all products, plus a free gift-wrap, card and message service. You can usually expect delivery of your goods within 6-10 working days (3-5 days in NZ) of placing your order, depending on your location.
You will receive an email notifying you that your goods are on their way once they have been shipped by us. Your goods are traceable at major points of the journey and we will happily check on progress for you at any time. Goods are fully insured by us in case they are lost or damaged in transit.
We hold most items in stock and can normally ensure dispatch of your order within two working days. If for some reason there might be a delay in you receiving your order outside the guide times stated, we will contact you by email.
UPGRADED SHIPPING ( Please Note: Upgraded shipping is temporarily unavailable )
Should you prefer faster delivery, with a fully tracked and insured service that you can monitor yourself, we also offer an upgraded shipping option to Australia and USA. This is a 3-5 day delivery service depending on your location.
Charges for this upgraded shipping service is a flat rate of AU$18 to Australia or US$18 to USA, and can be selected during checkout.
INTERNATIONAL CUSTOMS CHARGES & IMPORT DUTIES
Please note that goods sent to some countries (e.g. Canada, Europe, and the UK) may incur VAT and or customs duties. These charges are beyond our control and are the responsibility of the customer. Goods shipped to NZ addresses are GST inclusive.
OUR COMMITMENT TO RESPONSIBLE PACKAGING
As an environmentally responsible business, we use eco-friendly packaging that is re-usable or recyclable whenever possible. With all of our packaging we hope that you will re-use or recycle.