Refund policy

Cancellations
If you wish to cancel your order, we will honour it if cancelled within 7 days of placing your order. Please choose carefully because we will not be able to cancel your order outside of this timeframe as the process of creation of your goods will have begun. 

Please reach out to us within 7 days at hello@stkeppell.co.nz to cancel.

Returns
Unfortunately due to our made-to-order system, we are unable to offer returns for change of mind unless your parcel is completely unopened and in the original condition. If this is the case, please contact us within 14 days of your parcel being delivered by sending an email to hello@stkeppell.co.nz. You will need to submit proof of purchase and send visual confirmation that the parcel is completely unopened. This ensures that the items being returned are unused and can be sold again. As the nature of our products aren't easily washable, we cannot accept returns for change of mind once you have opened your parcel.

You will need to pay for the cost of return shipping and will be responsible for the parcel until it has been received by us. This may involve adding tracking onto your parcel to ensure a safe return.

If your return is accepted, we’ll send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

A refund will be issued once the parcel is back with us, unopened and unused. Refunds do not include any shipping costs associated with the order.

Unfortunately, we cannot accept returns on sale items or gift cards.

You can always contact us for any questions at hello@stkeppell.co.nz.

Refunds
We will notify you once we’ve received and inspected your parcel for return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take up to 10 working days to be processed, dependent on your original payment method and bank provider.

 

Quality
We pride ourselves on making each item with care. Please inspect your order and let us know within 24 hours if there are any quality issues. We handmake all of our products so there may be variations, but if there are any issues that impact the product for its intended purpose, please let us know and provide photos with your query.

As wool is a natural fibre, there may be slight variations on your products with regards to the size, weight and colour. While we do our best to accurately represent the colour on our screen, these colours may appear different on your end. We also ensure we craft our products to the same specifications each time but the size may vary depending on the wool itself. We have provided measurements but these are a general approximate guide only.