Frequently Asked Questions
WHERE DOES YOUR WOOL COME FROM?
Our wool is naturally and ethically sourced from farms in the South Island of New Zealand. The wool types are Merino, Romney, and pure lamb's wool. Some of our wool's are dyed prior to sourcing. We cannot guarantee that the dye used is completely natural.
In the stages of its early use, natural wool tends to retain a lamb odour until it's been worn a few times.
HOW DO I CARE FOR MY SHEEPISH KNIT?
We have a separate page on caring for your Sheepish Knit.
HOW DO I KNOW THE SHEEPISH KNIT WILL FIT ME?
The Sheepish Knit's are various sizes and may fit anywhere between an 8 to 20 (12 to 24 US), depending on the style. We have included an approximate measurement of each garment in its description.
Wool is a natural fibre and relaxes over time, which means it will become looser and "fit" your shape. If you are not sure about the sizing of a garment, please contact us.
WHY DOES THE PRICING VARY ON YOUR SHEEPISH KNITS?
As we use a variation of wool types, which can be different thicknesses, we calculate our Sheepish Knits pricing based on the weight and cost of the wool.
DO YOU ACCEPT RETURNS?
Please see our returns policy page for detail on this.
HOW QUICKLY WILL I GET MY ORDER?
New Zealand
Free shipping for orders over $100.
- We aim to dispatch all in stock orders the same or following day (Monday to Friday only). For custom-made orders, this will take between 7-21 business days to dispatch. If there is a delay to this timeframe, you will be contacted and given an update.
- We cannot guarantee delivery times but these are normally 1-7 business days from dispatch.
- Please note, Covid related delays may occur for both the sourcing of materials to make products, and also deliver products once made.
- Once dispatched, you will receive a shipping notification with a tracking number for your order (please check your junk).
- We use couriers (Courier Post) who have a traceable service. They require a signature. If a signature is received from the address (it may be someone other than yourself) then it is evidence of delivery and fulfillment of your order.
International
All international orders are shipped via DHL Express tracked service.
Orders take 24 hours to process (Monday – Friday), and between 1-4 business days to deliver. This transit time is an estimate only and may be extended by many factors beyond our control, such as Customs & Quarantine processing requirements, flight schedules, etc.
If your country is not listed in any of the categories below, we do not currently provide a shipping option to your region.
Free international shipping for orders over $100 is available to the following countries:
- North America – USA, Canada
- Asia - Brunei, Hong Kong, Indonesia, Japan, Macao, Malaysia, Maldives, Philippines, Singapore, South Korea & Taiwan
- Pacific - Cook Islands, Fiji, French Polynesia, New Caledonia, Seychelles, Vanuatu
- UK or Europe (please check with us that we ship to your European country).
Additional charges for international orders
International orders may attract local customs taxes or duties on arrival to your country. These taxes / duties are required to be paid by the purchaser and are not the responsibility of b-stoked. No refunds will be issued for orders where taxes or duties remain unpaid by the purchaser. Please check with your local customs agency regarding the taxes or duties likely to be charged prior to placing your order.
HOW CAN I PAY FOR MY ORDER?
We currently accept VISA / Mastercard credit card payments or PayPal.
STOCK AVAILABILITY
Most of our items are one off creations. If they are showing on the website, they are in stock. The Stokies can be tailor-made from a variety of fabric choices. If you don't see something in your style, please contact us and we will do our best to accommodate.
WHAT DO I DO IF MY ORDER DOES NOT ARRIVE?
A signature is required by default for all orders. Please be aware that if your property has an authority to leave (ATL) and your package goes missing after being delivered, b-stoked will be not be able to process a claim. Please manage your order and any changes via the tracking number that is sent in your tracking email.
Whilst every effort is made to ensure your order reaches you in a timely manner, we are unable to accept any liability for delayed delivery caused by any third party.
If you’re concerned about the whereabouts of your parcel, please first contact Courier Post (NZ) or DHL (overseas). You will need to quote your tracking number, and let us know.
CAN I CANCEL OR CHANGE MY ORDER?
This depends at what stage of your order is at. We will try our best to cancel or change your order as long as your order has not been dispatched or ready for shipping.
HOW DO I RETURN AN ITEM?
We understand the difficulties of not trying on the garments prior to buying so we offer a full refund or exchange if we receive it back within 14 days of receipt. When selecting a b-stoked item, please choose carefully.
A refund will be provided as long as the item is in its original condition.
Please courier it back to the below address and let us know the tracking number:
b-stoked Returns
3 Bracken Street
Wallaceville
Upper Hutt 5018
Please note, this is for New Zealand and Australian orders only, we cannot provide returns or refunds for international orders. However, if there is a fault with you item, please contact us and we will discuss the options.
If you want to discuss your potential order with us before committing, please get in touch at info@b-stoked.com
CAN I EXCHANGE?
Unfortunately due to the uniqueness of our items, we are not in a position to exchange.