Thank you for your feedback. As your review has been updated several times & raises a number of points, we would like to respond clearly.
You described the garments as “cheaply made”. Prior to this review, we had received no correspondence from you advising of any fault, defect, or quality concern. When a customer raises a quality concern, we need to establish whether the item is faulty, because we provide free return shipping or collection for faulty items.
This is why we contacted you at the phone number provided. We do not “grill” customers returning full-price items for change-of-mind reasons. No reason is required. However, if a product is described as “cheaply made”, it is reasonable for us to ask whether there was a fault on delivery, as this determines whether we cover return shipping.
You also described the garments as “poorly fitting”. Our records show the size ordered was dispatched. We understand fit can be difficult online, which is why we provide size guides and garment measurements. Although NZ retailers are not required under the Consumer Guarantees Act 1993 to offer change-of-mind refunds, we choose to do so for eligible full-price purchases for the express reason customers cannot try items on before buying.
Regarding return shipping, we agree shipping within NZ is expensive. We were pleased to provide you with free shipping on your purchase. However, our Returns Policy states return shipping for change-of-mind returns is the customer’s responsibility unless the item is faulty, incorrect, or not as described. We have no control over NZ Post’s or any carrier’s charges. We asked what NZ Post had quoted because, if the parcel had not yet been sent, we may have been able to provide you with a more cost-effective return option.
Our rural delivery return address is stated on our website, in our Returns Policy, and on the returns form included with each order. The $10 restocking fee is also disclosed before purchase and again on the returns form.
You also stated you didn't receive the advertised free beanie. We ask customers on our website & returns form to please contact us immediately if any item is incorrect, faulty, or missing, so we can resolve this promptly. Prior to this review, we had received no message advising that a beanie was missing. Had we been contacted, we would have dispatched one immediately.
You have said you would rather shop hand-knitted and local. We appreciate this and encourage customers to shop in whatever way best suits their needs and preferences.
We are sorry you felt the phone call was aggressive. That was not our intention. The purpose was to clarify whether there was a fault, whether the return had already been sent, and whether we could assist. However, when the conversation became unproductive and disrespectful toward our staff, we advised the call needed to be ended.
Regarding social media, our pages are moderated for abusive language and swearing. People choosing to communicate this way will be blocked. Customer service remains available by email and phone for order, return, refund & missing-item matters.
You stated we received your return 13 days ago. We invited you to provide return tracking confirming this, but no tracking confirming that date has yet been provided. However, NZ Post tracking number 00894210392746347632 for your order shows that 13 days ago, you had not yet received your purchase, so your return could not have already been delivered back to our warehouse.
Our records show your return was scanned into our warehouse by NZ Post on Wednesday, 1 July. At the time of this response, that was 5 days ago, not 13. Returns are processed within 4 business days, and your return is scheduled for today or tomorrow.
We remain happy to assist with change-of-mind refunds, product concerns, missing items, returns, exchanges & refunds. Where a review contains claims requiring clarification, we believe it is fair to respond with the relevant facts, regardless of length.
