FAQs

 

Answers to your Questions

SHIPPING INFO

What currency are prices set?

All product pricing and shipping costs are set in New Zealand Dollars.

Do You Ship Internationally?

Currently we ship to New Zealand and Australia. If you are outside Australasia and would like to make a purchase, please contact us to find out an estimate of shipping charges to your country.

How Long Will It Take To Get My Package?

We aim to pack and ship your order within one working day. Once sent, delivery within New Zealand can be expected to be delivered within two working days, excluding weekends. Rural addresses may take a few days longer. All domastic parcels are tracked. Australian orders to be delivered between 4-10 working days. Parcels are not tracked, but are insured for loss/damage to a maximum value. 

 

 

What happens if an order is lost or damaged?

We carefully wrap parcels to minimise the risk of loss or damage. However if you receive a damaged parcel please contact us at hello@janewool.com so we can discuss how we can best resolve the problem. 

PAYMENT INFORMATION

What Payment Methods Are Accepted?

We accept credit card payments, bank transfers and PayPal.

Is Buying On-Line Safe?

Yes payments via credit card and PayPal are secure. Your personal and financial details are securely encrypted. Credit Card and PayPal do not share any of your financial information.

ORDERS AND RETURNS

Do you have a physical shop?

We have a stock room that is available to view if you arrange a time with us prior to your visit. We would love to meet you!

What payment methods can I use?

Credit card and PayPal.

Do I need an account to place an order?

You will need a credit card or PayPal account to place an order. If you don’t have neither of these, please email us at hello@janewool.com, you may place an order by direct bank transfer.

How Do I Track My Order?

Orders within New Zealand are tracked. If you don’t receive it by the 3rd day after an order is sent out, then please email us we will help you track your order. Orders to Australia is not tracked, but if you are worried that your parcel is lost, please also get in touch, we will look at ways to remedy the situation.

 

Who should I to contact if I have any queries?

If we didn’t answer your questions on this page, please feel free to drop us an email at hello@janewool.com. We’d be delighted to hear from you.

How Can I Return a Product?

We only stock what we love to knit and make, but if for any reason you are not happy with your purchase you may return it for a refund, as long as the products are in their original packaging and labels. You will be responsible for the cost of return post. We kindly ask that returns be received within 12 working days of delivery. 

Any unanswered questions? CONTACT US