Q: Do you offer free shipping?

New Zealand - FREE on all orders from NZ$100.00; Orders under NZ$100.00 will pay NZ$7. Orders are sent by Post Haste; you will receive tracking emails along your parcel's journey. Australia - FREE on all orders over NZ$200; Orders under NZ$200 will pay a flat shipping rate of NZ$50 per order and are sent from New Zealand with NZ Post. Rest of World (including UK) - FREE on all orders over NZ$300; Orders under NZ$300 will pay a flat shipping rate of NZ$65 per order and are sent from New Zealand with NZ Post. Mokopuna merino will ship throughout the world, except for the African continent (due to prohibitive freight charges). Please note that you, not mokopuna merino, are responsible for the payment of customs duties, import and other such taxes or levies as the freighted product may attract. **PLEASE ADD THE RECIPIENT'S PHONE NUMBER AT CHECKOUT**

Q: How long does delivery take?

We anticipate all orders to be with our customers within: New Zealand - 1-3 business days Australia - 3-5 business days Rest of World (including UK) - 5-7 business days All received from the date the order is placed. If a delay is expected for any reason, we will be in touch.

Q: How much does shipping cost?

New Zealand - FREE on all orders from NZ$100.00; Orders under NZ$100.00 will pay NZ$7. Orders are sent by Post Haste; you will receive tracking emails along your parcel's journey. Australia - FREE on all orders over NZ$200; Orders under NZ$200 will pay a flat shipping rate of NZ$50 per order and are sent from New Zealand with NZ Post. Rest of World (including UK) - FREE on all orders over NZ$300; Orders under NZ$300 will pay a flat shipping rate of NZ$65 per order and are sent from New Zealand with NZ Post. Mokopuna merino will ship throughout the world, except for the African continent (due to prohibitive freight charges). Please note that you, not mokopuna merino, are responsible for the payment of customs duties, import and other such taxes or levies as the freighted product may attract. **PLEASE ADD THE RECIPIENT'S PHONE NUMBER AT CHECKOUT**

Q: How do I make a return?

Returns If unworn: You can return the Mokopuna garment that you purchased directly from mokopuna.com as long as it is unworn, unwashed, and in the original packaging with tags still attached. This may be returned for a refund or exchange for any reason within 30 days from the ship date. Please return the purchase with the original shipping note to: Mokopuna Limited 102-112 Daniell Street Newtown Wellington 6021 If faulty upon arrival: We repair or replace a faulty item. If you find that the garment is stained or damaged upon delivery (especially yellowing or if it looks like it has ‘rusted’) then this is most likely due to warehousing and we will offer a replacement.. When sending a replacement garment, we send a return courier bag to get the original item back. Non-Returnable items Certain items may not be eligible for return due to hygiene, final sale, or other reasons. These items will be clearly marked on the product page.

Q: Care Instructions

Care instructions Turn garment inside out to wash and dry Wash dark colours separately Allow 5% shrinkage Machine wash 40°C max, gentle wool cycle, or hand wash Use wool approved detergent Do not use bleach, nappy cleansing agents, garment brighteners or fabric softeners Do not soak or spot clean Dry flat away from direct sunlight May be tumble dried - low heat May be dry cleaned Tips and tricks Our Lily merino garments are particularly susceptible to yellowing if exposed to sunlight. Please follow our washing instructions carefully. mokopuna merino does not take any responsibility for damaged garments due to incorrect washing detergents or procedures. Stain Removal for poo stains (nappy over-runs): We suggest white vinegar as a safe cleaning agent - just apply it to the stain, leave for a minute or two and then rinse off and wash with a wool approved detergent as per our care instructions. It may not completely remove the stain, but it should be less noticeable. Rubbing in order to remove the stain may cause pilling, deterioration and discolouration of the fabric.

Question 1

Mokopuna® garment sizing guide

Accepted Answer

Question 2

how do we layer merino in different weather?

Accepted Answer

Question 3

What do I do if my item(s) arrives damaged?

Accepted Answer

We’re sorry your item(s) have damage!

Please email our team with an image of your damaged item for further assistance.

While we may not be able to guarantee your exact order is replaced due to potential stock issues, we’ll be sure to resolve the situation as best we can!

Question 4

My order was marked delivered but it’s not here.

Accepted Answer

If no one was home at the time of delivery, the carrier may leave the package in a safe location.

Be sure to check around your home and with neighbours/building management who may have collected the package for you.

Also, please double-check the shipping address of your order (in the order confirmation email) to ensure it’s headed to the right location.

On some occasions, packages may be marked as delivered but take additional time to arrive.

If you still are unable to locate the package, please contact the courier company identified in your shipping confirmation emails.

If you need additional assistance, please email our team.

Question 5

What do I do if I receive the wrong item in my order?

Accepted Answer

We are sorry to hear you received the wrong item in your order! Please report your order issue to our team via email for further assistance.

Include a photo of the item received and the name of the missing item(s). Please double-check the package for any notes or packing slips that indicate your other item(s) were shipped separately.

While we may not be able to guarantee your exact order is replaced due to potential stock issues, we’ll resolve the situation as best we can!

Question 6

Do you offer free shipping?

Accepted Answer

New Zealand - FREE on all orders from NZ$100.00; Orders under NZ$100.00 will pay NZ$7. Orders are sent by Post Haste; you will receive tracking emails along your parcel's journey.

Australia - FREE on all orders over NZ$200; Orders under NZ$200 will pay a flat shipping rate of NZ$50 per order and are sent from New Zealand with NZ Post.

Rest of World (including UK) - FREE on all orders over NZ$300; Orders under NZ$300 will pay a flat shipping rate of NZ$65 per order and are sent from New Zealand with NZ Post.

Mokopuna merino will ship throughout the world, except for the African continent (due to prohibitive freight charges). Please note that you, not mokopuna merino, are responsible for the payment of customs duties, import and other such taxes or levies as the freighted product may attract.

**PLEASE ADD THE RECIPIENT'S PHONE NUMBER AT CHECKOUT**

Question 7

How long does delivery take?

Accepted Answer

We anticipate all orders to be with our customers within:

New Zealand - 1-3 business days

Australia - 3-5 business days

Rest of World (including UK) - 5-7 business days

All received from the date the order is placed. If a delay is expected for any reason, we will be in touch.

Question 8

How do I track my order?

Accepted Answer

Once your order has been processed and is ready for pickup by our courier, you will receive a confirmation email with your order details. This email will include a tracking number and a link to their tracking page.

Click on the tracking number link or enter the tracking number into their tracking page.

Tracking information may not be immediately available after your order is placed. It can take up to 12 hours for the number to become active in our system. If you don't see any updates right away, please be patient and check back later.

Question 9

How much does shipping cost?

Accepted Answer

New Zealand - FREE on all orders from NZ$100.00; Orders under NZ$100.00 will pay NZ$7. Orders are sent by Post Haste; you will receive tracking emails along your parcel's journey.

Australia - FREE on all orders over NZ$200; Orders under NZ$200 will pay a flat shipping rate of NZ$50 per order and are sent from New Zealand with NZ Post.

Rest of World (including UK) - FREE on all orders over NZ$300; Orders under NZ$300 will pay a flat shipping rate of NZ$65 per order and are sent from New Zealand with NZ Post.

Mokopuna merino will ship throughout the world, except for the African continent (due to prohibitive freight charges). Please note that you, not mokopuna merino, are responsible for the payment of customs duties, import and other such taxes or levies as the freighted product may attract.

**PLEASE ADD THE RECIPIENT'S PHONE NUMBER AT CHECKOUT**

Question 10

How do I make a return?

Accepted Answer

Returns

If unworn:
You can return the Mokopuna garment that you purchased directly from mokopuna.com as long as it is unworn, unwashed, and in the original packaging with tags still attached. This may be returned for a refund or exchange for any reason within 30 days from the ship date. Please return the purchase with the original shipping note to:

Mokopuna Limited
102-112 Daniell Street
Newtown
Wellington 6021

If faulty upon arrival:
We repair or replace a faulty item. If you find that the garment is stained or damaged upon delivery (especially yellowing or if it looks like it has ‘rusted’) then this is most likely due to warehousing and we will offer a replacement..
When sending a replacement garment, we send a return courier bag to get the original item back.

Non-Returnable items

Certain items may not be eligible for return due to hygiene, final sale, or other reasons. These items will be clearly marked on the product page.

Question 11

Care Instructions

Accepted Answer

Care instructions

Turn garment inside out to wash and dry
Wash dark colours separately
Allow 5% shrinkage
Machine wash 40°C max, gentle wool cycle, or hand wash
Use wool approved detergent
Do not use bleach, nappy cleansing agents, garment brighteners or fabric softeners
Do not soak or spot clean
Dry flat away from direct sunlight
May be tumble dried - low heat
May be dry cleaned

Tips and tricks

Our Lily merino garments are particularly susceptible to yellowing if exposed to sunlight.
Please follow our washing instructions carefully. mokopuna merino does not take any responsibility for damaged garments due to incorrect washing detergents or procedures.
Stain Removal for poo stains (nappy over-runs): We suggest white vinegar as a safe cleaning agent - just apply it to the stain, leave for a minute or two and then rinse off and wash with a wool approved detergent as per our care instructions. It may not completely remove the stain, but it should be less noticeable.
Rubbing in order to remove the stain may cause pilling, deterioration and discolouration of the fabric.

help center

Choosing to dress your little ones in mokopuna merino is something you can feel really good about. Not only will they look unbelievably cute in our beautiful and timeless designs but you'll also be supporting the environment they will grow up in with.

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