Customer Service

ORDERING & PAYMENT
 
Ordering Online
To place an order simply select an item from anywhere on this site, choose your size and colour, and then click the 'add to bag' button. This will add the item to your 'shopping cart' where you can choose to continue shopping to add other items or complete checkout by filling in your delivery and payment details.
 
Ordering By Phone
To place you order by phone simply ring us on 07 362-8886 to place your order. Payment can be made by credit card through DPS (NZ Secure Payment System) or by bank deposit.
 
Payment Methods
You can pay for your order by using Visa or Mastercard through either DPS (NZ Secure Payment System) or Paypal (US Secure Payment System) or by bank deposit. You will have the option to choose which method you prefer at the payment stage of check out. All prices listed on this site are in New Zealand dollars (NZ$) and include GST.
 
DPS (Direct Payment Solutions)
Merino Queen uses DPS Payment Express to securely process and manage credit card transactions and it is our preferred method of payment. DPS is certified to Visa and MasterCard’s global industry standards (PCI DSS), ensuring best practice methodologies and processes are adhered to, protecting Merino Queen customers. For more information, see DPS’ Privacy Policy at www.paymentexpress.com.
 
Bank Deposit
If you would like to pay for your purchase by making an online bank deposit you can simply select internet banking as your payment method. Once you have selected 'internet banking' our account details will be made available to you for you to make payment to. Your order will be dispatched once transferred funds have shown in our account (the following day during weekdays if payment is made before 8pm).
 
If you order by phone please submit payment to the following account, and put
your name and/or order number as reference:
National Bank Rotorua - Account No:  06 0413 0368655 00
 
 
SHIPPING
 
Delivery time
We endeavour to dispatch all orders on the day of placement, or the day after. However during very busy times it may take an additional day.  Please advise us if your order is urgent.
 
Free shipping within NZ
For orders being shipped to NZ addresses, no freight will be charged. Within NZ, orders are shipped with Fastways or Parcel Post Tracked. Orders will arrive at most destinations the day after dispatch, however some smaller towns and rural delivery addresses may take 2-3 working days.
 
Rural Delivery
We use NZ  Post “Pacel Post Tracked” for our rural delivery customers.  It is crucial that customers advise us if they have a rural delivery address.  If not we may not pay the new rural delivery surcharge which means your parcel may not be delivered.  There is no extra fee charged by us for  this service.
 
International
Orders being shipped outside NZ will be charged freight. Rates are based on the quantity you order and the country you would like us to ship to. Please see the shipping rates and delivery targets below:
 
We use NZ Post International Air service:
ZONE A: Australia - $10.00 flat rate, no charge for each additional item. Target delivery in 3-6 working days
ZONE B: South Pacific - $13.00 for the first item, $4.00 for each additional item. Target delivery in 6-10 working days
ZONE C: East Asia and North America - $15.00 for the first item, $9.00 for each additional item. Target delivery in 6-10 working days
ZONE D: UK and Europe - $17.00 for the first item, $9.00 for each additional item. Target delivery in 6-10 working days
ZONE E: Rest of the World - $17.50 for the first item, $10.00 for each additional item. Target delivery in 6-10 working days
 
Destination taxes and duties
While every legal effort is made to minimise import charges, individual countries may impose duties and taxes on your order. Any import charges are the responsibility of the purchaser.
 
 
RETURNS, REFUNDS & EXCHANGES
 
At Merino Queen we want you to be completely satisfied with your order. To that end, we will readily accept returns for exchange or refund within 14 days of the ship date. Returned items must be in their original condition with tags on, unworn, and accompanied by their original packaging.
 
Please return items to (the address on the slip you received with your garment):
 
Merino Queen
1 Steep St
RD5 Lake Okareka
Rotorua 3076
 
Take the parcel to your nearest Post Shop.  Goods are returned to Merino Queen at your own expense, however if goods are faulty then we will credit the cost of the postage to your account.
 
Goods remain the property of the customer until receipt of goods by Merino Queen so we advise you to get the item tracked.
 
Sale Items
There are no refunds on sale/discounted items, however we can exchange as per our exchange policy above.  This service will incur a fee of $10.  Please contact us via email before returning your item.
 
Refunds
Refunds will be issued to the original payment credit card upon receipt of the item.  After the item is received, please allow 5 business days for credit issuance. The time taken for the credit to show on your account is dependent upon your credit institution.
 
 
OUR GUARANTEE
 
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, return them unused within 30 days of purchase and we will refund or exchange them, no questions asked.
 
Goods are returned to Merino Queen at your expense, however if products are faulty, we will refund or credit the cost of the return postage. A returns form is attached to the receipt included in your parcel.
 
 
PRIVACY & SECURITY
 
Privacy
We do not share personal details about any of our customers with any third party.
Apart from the details collected on the login page (name, address, phone number, e-mail address), we also record all customer transactions. This enables us to be able to respond quickly to your queries regarding product ordered or returned. It also enables us to send you information on the offers most relevant to you.
From time to time we may wish to contact you to inform you of upcoming sales or special offers. If you don’t wish to be contacted by us just click on the “don’t e-mail me” button on the registration page.
 
Security
Ordering online through the Merino Queen store is safe and secure. When you place an order with us your details are submitted through our secure server and are encrypted and protected via industry standard technology. Under no circumstances will any sensitive information be divulged to a third party.
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