Returns Policy

Returns Policy

The Merino Store welcomes online store returns. If your item does not fit as you had hoped or you have chosen the wrong size, we will gladly offer an exchange or refund. Under the Consumer Guarantees Act we are not obliged to offer a refund for "Change of Mind", so please choose carefully. Discounted items are final and cannot be returned or exchanged.   
Returns may be made via email to The Merino Store website. The order must be returned within 21 days from the original dispatch date on the packing slip. Items must be unworn and in original condition neatly folded with original garment swing tags attached.  Damaged, worn, or altered garments will not be exchanged, credited or refunded and will be returned to the customer.  Shipping costs to return an item/s will be at the customer’s expense unless the item is faulty. In this case, please contact us to arrange shipping.  Shipping and handling charges are not refunded unless the original item was incorrect or faulty.

Cancellation:  Once an order has been placed, you cannot cancel the order as goods are often shipped the same day.  If you wish to receive a refund, you will be refunded the value of the item at the time of purchase less cost of postage.  Any refunds will be made back to the original means of purchase.

How to Return an Item
If you wish to return an item from The Merino Store please include the packing slip included with your shipment. Please clearly state the reason for return of goods and note whether you require an exchange, refund or repair. Items returned without a completed return/exchange form will not be accepted. Carefully package your item.  We suggest that you select an insured ‘track and trace’ shipping or postage method.  You are responsible for taking care of the goods, and will be liable for damage until we receive them at our warehouse.
Send your package to:
The Merino Store
P O Box 4021
Blenheim 7240
New Zealand
You will be advised once we have received your goods.  If you have any enquiries please contact us.

Customer Service Contact Details:

Please email any questions or feedback to:

Cellphone: +64 27 693 0804

Exchange Process

If your item does not fit we will exchange it for a different size if we have one available.  If we do not have an alternative size in stock, we will offer you an exchange for another item. If you wish to exchange an item please clearly state this with your shipment.  All exchanges are based on stock availability. Initial and return shipping and handling charges are not refunded unless the original item was faulty.  

Refund Process

If a suitable replacement isn't available, we can refund your purchase through your original payment method.  If you would like to receive a refund for an item please state this clearly with your return shipment. When we have received your return, your refund will be processed in your original form of payment within 5 working days.  You will be notified via email to the address listed on your account when this transaction has taken place. Refunds processed to an international credit card will be done so using the exchange rate on the day the refund is processed. Please note that your bank may require additional days to process and post this transaction to your account once they have received the information from Mihi Merino / The Merino Store.

Faulty Items

If your item is faulty or does not correspond with the items presented on the The Merino Store website you may return or exchange it.  Please contact us as soon as your discover the fault or inaccuracy. Once we receive the item we will repair, replace or refund the items within 10 days of receipt.  Please note on the return / exchange form your preference in this regard.  If the item is faulty we will refund you the costs for returning the item and cover all shipping costs for the replacement or repaired item.  In the event that the repair or replacement will take longer than 10 days, we will advise you of the particular circumstances and likely time frame for return.