Customer Service

Guarantee

 

All Weaving on Hillingdon and Christine Keller products are designed and produced to the highest standards with great care and attention to detail. We hope you will be delighted with them.

All items are hand woven, -felted and -dyed. This means that small irregularities in texture or colour are part of the process. Every piece is different and has its one of a kind character.

If for any reason you are not satisfied, please return it unused within 14 days of purchase for a full refund or exchange.

Goods are to be returned to Weaving on Hillingdon at your expense, however if products are deemed to be faulty, we will refund or credit the cost of the return postage.

 

 

Shipment and Delivery

All orders are processed in New Zealand dollars. In the event an item you would like to order is temporarily out of stock we will notify you of the delay and despatch your product as soon as it becomes available.

Each parcel is sent using a track and trace system. Most carriers schedule deliveries Monday to Friday between the hours of 9.00am and 5.00pm.

 

Delivery of New Zealand Orders 

Delivery in New Zealand is usually within 5 working days of receipt of your order. This includes rural delivery and PO Boxes. 

All our orders are sent signature required.

Shipping - International

We are happy to receive international orders and you will receive an email confirmation once your order has been received and again when it has been despatched. Please ensure you provide us with a valid and frequently accessed email address.

All international orders are sent by International Economy Courier, please allow 4-10 working days for delivery of your order.  Delivery times may also vary seasonally.

Any additional taxes or duties that are incurred within the recipient’s country are the responsibility of the buyer/recipient.
All International orders are sent signature required. 

 

 

Returns

We take pride in our hand made products. Every item has been thoroughly checked before being despatched.

We want you to be completely satisfied with your purchase, if for any reason you are not satisfied or have any concerns, please contact us immediately within 14 days of receipt of your garment.

 

If we deem there is a fault with the product we will gladly issue you with a replacement or credit if your item is out of stock. All other returns (not faulty) are at the discretion of Weaving on Hillingdon and a refund or credit may be given less shipping costs.

We reserve the right to refuse a return on any product that is not a manufacturing fault.

We suggest that you insure and track and trace your return package as we cannot be held responsible for any product lost/damaged in the post.

We are unable to replace or refund items that have been damaged through improper laundering, so please follow our washing instructions carefully.

We strive to provide you with the highest quality product please contact us if you need advice.

 

Washing instruction

For our products with wool:

Hand-wash in warm water with wool detergent. Reduced spin.  Dry flat in the shade.  Do not bleach or soak.  Do not tumble dry.  Steam iron on wool setting if necessary.

If using a hand-wash program in washing machine, do not overload and separate colours.