We want you to be happy with your purchase! Before buying, please review our Returns Policy in full to understand the conditions & process in the event you may wish to return your purchase.

All Returns (excl. faulty/incorrect items - see below). 

• All returns must be received by us within 30 days of delivery.
• All returns must be returned to us via a postal/courier service. Our office & warehouse are closed to the public. We do not accept in-person returns.
• Items must be in their original condition (unworn, unwashed, with tags attached). Slipper soles must be free of wear, dirt, or marks.
• Complete and enclose the Returns form that was provided with your original order and return it to the address noted on your Returns form.
  
• The cost of returning items to us for exchange or refund is the responsibility of the customer.
  
• Mount Kiwi is not responsible for lost returns. We recommend using a tracked, signature-required service.
• Please keep a copy of your tracking details for reference & refer to them shouod you require proof of delivery. If your tracking shows as delivered, your parcel is with our warehouse.
• Once received, please allow us up to 4 business days to process your return. You will be notified via email once your return has been processed.
• In the case of a refund request, once we have processed your refund, please allow an additional 2–10 business days for your bank or payment provider to process the transaction and for the refund to appear in your account.
• Feel free to contact us regarding the status of your return if your tracking details show your return has been with us for more than 4 business days.

Sizing Exchanges

• Your order was dispatched with a returns form enclosed. Please complete it and return it, along with your purchase, to the address provided on the form.
• Returns must be received by us within 30 days of delivery.
• Sizing exchanges are available for the same style & colour, in a different size only.
  
• Your replacement size will be shipped to you free of charge.
  
• If your requested size is unavailable, you may choose a store credit or a refund.
  
• Returns received outside the 30-day period will be issued a store credit only, excluding original shipping costs.

Style or Colour Exchanges

• Your order was dispatched with a returns form enclosed. Please complete it and return it, along with your purchase, to the address provided on the form.
• Returns must be received by us within 30 days of delivery.
• A store credit for the item value, excluding original shipping costs, will be issued so you can purchase your preferred style or colour.
  

Change-of-Mind Refunds

• Your order was dispatched with a returns form enclosed. Please complete it and return it, along with your purchase, to the address provided on the form.
• Returns must be received by us within 30 days of delivery.
• Returns received outside the 30-day return period are not eligible for a refund.
• Refunds are processed to your original payment method within 2-4 business days of us having received your return.
• Once processed by us, please allow a further 2-5 business days for your bank or payment provider to credit the funds to your account.
• You will receive an automated email once your refund has been finalised.
• Original shipping costs are non-refundable.
• A NZ$10 restocking fee applies. $6.50 for slippers.  
• Any promotional giveaways received with your order must also be returned. If not returned, their retail value will be deducted from your refund.

 

Faulty, Incorrect & Missing Items, including Sale

• Inspect your item immediately upon delivery, even if it’s a gift.
• Report faults, incorrect or missing items, with photos, within 24 hours by emailing contact@cibiulifestyle.com.
  
• Do not return any faulty or incorrect items until we have responded to your initial email.
• A replacement, repair, or refund will be provided based on the issue.
• Replacement items will be dispatched in the same colour, style & size as per the original order.
• Faulty items must be returned within 7 days for assessment. Wear and tear or failure to follow care instructions are not covered.
• Allow 5 business days for assessment.
• We will contact you with the outcome and, if deemed faulty, a repair, replacement or refund will be provided.
• If a repair or replacement is not possible, a refund will be provided.
• In the event an item is deemed not to be faulty, the item will be returned to the customer at their own expense at a flat rate of $20 North Island, $25 South Island.

Returns Due to Delivery Issues

If an order is returned to us due to an error on our part, your parcel will be reshipped free of charge.

If an order is returned to us due to an error on the customer’s part, the customer will be responsible for all associated shipping costs. This includes the original shipping cost incurred by Mount Kiwi, any return-to-sender charges, and any reshipping costs. These costs also apply where the original order qualified for free shipping.

These costs will either be invoiced to you or deducted from any store credit or refund issued including in the following instances:

• An incorrect or incomplete address entered at checkout.
• A customer-requested redirection that results in the parcel being returned to us.
• Failure to collect a parcel from a collection point within the carrier's required timeframe.
• Failure to arrange redelivery after an attempted delivery.
• Refusal of delivery for any reason.

Sale Items & Promotional Offers

SALE ITEMS
Sale items are Mount Kiwi products sold at a price reduced from our standard online retail price, including items sold through advertised sale events.

Sale items are not eligible for return, refund or exchange for change of mind, incorrect size selection, fit preference, colour preference, or personal preference reasons, unless required under the Consumer Guarantees Act 1993. This does not limit or affect any rights you may have under the Consumer Guarantees Act, including where an item is faulty, incorrectly supplied, not as described, not of acceptable quality, or otherwise fails to meet a consumer guarantee.

An invoice for reshipping of sale items returned to us for non-eligible exchange or refund will be issued.

PROMOTIONAL OFFERS
From time to time, Mount Kiwi may run promotions such as multi-buy offers, bundle offers, or limited-time campaigns on selected products, where items purchased together are offered at a discounted price. Items purchased as part of these promotions are not considered final sale and may be returned within 14 days for store credit for the value of the items purchased. Store credit is valid for 3 years.

Additional Information

Gift Cards/Store Credit

Electronic only; no physical gift cards.

3-year expiry date.

Non-refundable.

Not redeemable for cash.

Refunds for purchases made using gift cards will be credited back to the purchaser of the gift card.

Store Credits

Issued in the form of a digital Gift Card (3-year expiry unless otherwise specified)

Shipping costs are deductible.

Applicable 3rd party payment provider fees (Afterpay/Zip) are deductible.

Can only be used for future purchases (not shipping or cash).

Any goodwill store credit—issued at Mount Kiwi’s sole discretion, where store credits are not ordinarily offered—cannot be combined with other discounts.

Store credits of 110% are not available on sale purchases/discounted items.

If the purchase is for less than the store credit value, a new credit for the balance will be issued.

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• Need Help?
• If you have any questions, please contact us at contact@cibiulifestyle.com.

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• Please click on the following links for information pertaining to the Consumer Guarantees Act and your rights & protections as a customer:
• Faulty Products
  
• Change of Mind
  
• Gift Cards
  
• Refund, Replacement, Repair