Orders

How long will my order take to arrive?

Most domestic orders within New Zealand are dispatched within 1–2 business days and arrive within 3–5 business days. Rural deliveries may take an additional day. International orders typically arrive within 7–14 business days depending on destination and customs processing.

I ordered the wrong size, can I exchange it?

Yes. You can return an item for exchange within six months of the order date, provided it's unworn, unwashed and in its original condition with tags attached. Fill in the returns form enclosed with your order and send it back to us. Return postage is at your own cost, but we don't charge you postage to send the exchange item out. If the replacement is the same price, it's a straightforward swap. If the values differ, we refund your original payment method and recharge for the new item. If you're not sure which size to go for, email sales@nznature.co.nz with your order number and we'll help you work it out first.

How do I contact customer support?

You can reach our team by emailing sales@nznature.co.nz or calling +64 3 9700 441 during business hours (Monday–Friday, 9am–5pm NZST). We also have a contact form on our website. We aim to respond to all enquiries within one business day.

What if the product I want is out of stock?

Popular styles and colours do sell out from time to time. If something you want is unavailable, get in touch at sales@nznature.co.nz and we'll let you know whether it's due back in stock and roughly when, or suggest a similar style in the meantime. We restock regularly, so it's always worth asking.

Can I track my order?

Absolutely. Once your order has been dispatched, you will receive an email with your tracking number and a link to follow your parcel's journey. If you haven't received a tracking email within 48 hours of placing your order, please check your spam folder or contact us directly.

Can I modify my order after placing it?

We process orders quickly, so changes are only possible if the order hasn't been dispatched yet. Please contact us as soon as possible at sales@nznature.co.nz with your order number and the changes you'd like to make. If the order has already shipped, we can help arrange a return or exchange instead.

Fabrics

What is Possum Merino?

Possum Merino is a uniquely New Zealand blend combining the hollow fibre of brushtail possum fur with fine Merino wool and a touch of silk. This blend is incredibly warm, lightweight, and pill-resistant. It's also an eco-friendly choice—brushtail possums are an introduced pest in New Zealand, so using their fibre helps protect native forests.

What makes your wool sustainable?

Our wool is sourced from New Zealand farms committed to ethical animal welfare and sustainable land management. Merino wool is a natural, renewable, and biodegradable fibre. Combined with possum fibre—a byproduct of pest control efforts protecting native ecosystems—our fabrics support both environmental conservation and responsible production.

Single knit or double knit: what's the difference?

Our silk comes in two constructions single knit and double knit. While both are lightweight, breathable and temperature regulating, the knit changes how the fabric moves and which garments it's best suited to.

Single knit silk is the lighter of the two. Made with a single set of needles, it's incredibly fine, a little sheer, and fits closely to the body moving with you, almost unnoticed. At 75gsm, it's a natural base layer, sitting easily under clothing.

Double knit, also known as interlock silk, is made with two sets of needles that create two interlocking layers. It's slightly thicker than single knit, won't ladder, and while it has some stretch, the fabric is more structured, so it holds its shape. It comes in two weights: a lighter 95gsm for underwear and sleepwear, and a heavier 170gsm, which is better suited to outerwear.

Is it ethical and environmentally responsible to use possum fur?

The Australian brushtail possum (not to be confused with the American opossum) was introduced to New Zealand in 1837. With no natural predators, numbers grew rapidly reaching an estimated 70 million by the 1980s. The impact on New Zealand's native environment has been significant, with possums threatening the survival of native birds, plants and insects.

Trapping and pest control programmes have helped reduce numbers, and the possum fur industry plays an important role in keeping populations in check. The use of possum fur is supported by both the New Zealand Department of Conservation and the World Wildlife Fund. Choosing possum merino is a small but meaningful contribution to that effort.

What makes merino wool so soft?

The softness of merino wool comes down to the fineness of its fibres. That fineness is measured in microns one thousandth of a millimetre. The lower the micron count, the finer and softer the fibre. Standard wool typically measures between 30 and 40 microns. By contrast, merino measures between 15 and 24 microns.

Coarser fibres are rigid enough to prick the skin rather than bend against it, causing an itchy sensation. Finer fibres, like merino, are soft enough to flex on contact, so they sit gently against the skin without irritation.

Within merino, there's even more variation. Our superfine merino sits between 17 and 18.5 microns. It's exceptionally soft and well suited to everyday wear. Our ultrafine merino measures below 17 microns. It's rarer, more expensive and closer in feel to cashmere.

Is Merino itchy?

Not ours. The prickle people associate with wool comes from coarse fibres — the thicker the fibre, the more it irritates the skin. Our superfine Merino is 18 microns and our ultrafine is 16.9 microns, both comfortably below the threshold at which most people feel any prickle at all. The result is a fabric that feels soft next to the skin, which is why our Merino base layers suit people with sensitive skin. If wool has bothered you in the past, it was almost certainly a far coarser fibre than this.

Is hemp rough against the skin?

Hemp has more texture than cotton when it's new—that's the nature of a strong bast fibre—but it softens with every wash and keeps softening for years. A hemp garment is usually at its best after a handful of washes, and better again after a season of wear. If hemp has felt stiff to you in the past, it was almost certainly new and unwashed.

Support

How do I contact customer support?

You can reach our team by emailing sales@nznature.co.nz or calling +64 3 9700 441 during business hours (Monday–Friday, 9am–5pm NZST). We also have a contact form on our website. We aim to respond to all enquiries within one business day.

Do you offer gift cards?

Yes, we offer digital gift cards in a range of values. Gift cards are delivered instantly via email and never expire. They can be redeemed online at checkout. Gift cards are the perfect option when you want to share the warmth of NZ Nature but aren't sure of sizing or style preferences.

Can I modify my order after placing it?

We process orders quickly, so changes are only possible if the order hasn't been dispatched yet. Please contact us as soon as possible at sales@nznature.co.nz with your order number and the changes you'd like to make. If the order has already shipped, we can help arrange a return or exchange instead.

Do you sell physical gift cards?

Our gift cards are digital. They're emailed to whoever you nominate, usually within a few minutes of your order going through, so there's no physical card to post and nothing to physically lose. That also makes them a good option when you're short on time.

Can I use a gift card for part of an order?

Yes. If your order comes to more than the value on your gift card, the card will cover as much as it can and you can pay the remainder with another method at checkout. If your order comes to less, the unused balance simply stays on the card for next time.

I didn't receive my gift card email — what should I do?

Gift card emails are sent as soon as your order is processed, so the first place to look is your spam or junk folder — they often land there. It's also worth double-checking the recipient address on your order, as a small typo will send it somewhere unintended. If it's still nowhere to be found, email sales@nznature.co.nz with your order number and we'll resend it to the right address.

Can I use a gift card and a discount code in the same order?

Yes. A gift card isn't a discount code — it's a payment method — so using one doesn't use up your discount code. Apply your discount code first, then enter your gift card at checkout, and the gift card will be applied to whatever is left to pay.

How do I check my gift card balance?

The easiest way is to enter your gift card code at checkout — your remaining balance will be shown before you complete the order, so there's no risk of committing to anything. If you'd rather check beforehand, email sales@nznature.co.nz with your gift card code and we'll let you know what's left on it. Alternatively if you add the gift card to your Apple Wallet it will automatically show you your current balance.