Global Delivery & FREE returns - our policy


Sometimes the size or colour may not be exactly what you were expecting. If so, we will exchange your garments for a different colour or size completely FREE within 30 days.


What you need to do:

  1. Send an email to: with your order number, your current product description and a description of the replacement item.
  2. We will then email you a return label you can put on the bag to return to us.
  3. Once received we will send you the replacement garment.

Please note: All returned garments must be unused and in original packaging with tags still attached.



We aim to offer you the very best products. However, if you’re not happy with your Roots & Wings Merino purchase you have 14 days to inform us, and then another 14 days to return the goods.


What you need to do:

Please return the goods in their original packaging and with tags still attached.

We will return the full amount of the item to you once we have received the item.

This amount includes your purchase price and the original shipping costs. If you would like to return an item please send us an email on:

We will then organise for a return label to be sent to you. The return label minimises the risk of losing the package and ensures prompt action at our end.

Please hand in the label with the item with the assigned courier.

For all returns, the cost is the same as the initial shipping cost.


You will receive your refund the same way you paid for the items, unless you specifically inform us of another means of refunding which does not carry additional costs.

To receive a full refund you may try on the item as you would in a physical shop, but you may not put it into actual wear. You are responsible for any reduction in the value of the goods caused by other use than that needed to determine the functionality of the goods.

If the item has been used for other purposes than described above, we will consider it as used goods. This means that if you return it you will only receive part or possibly none of the original purchase price.

Please note:  we do not refund or exchange Sale items.



We do our best to quality control our manufacturing and ship all our items safely from our factory in New Zealand.


What you need to do:

If you think you have received a faulty or damaged item, please email us on and we will make sure you receive a new item or a refund. We will of course pay for the return delivery.

We would appreciate if you could return the faulty goods in their original packaging.

Please note, it is a pre-requisite that the faults do not originate from incorrect use of the products or other damaging behaviour.

You must notify us within reasonable time. A return within 2 months will always be accepted as a reasonable period.

When you return a faulty item please attach:

  • Your Order number and/or invoice number
  • A copy of the invoice - if possible

FREE global delivery

We deliver globally and shipping is FREE when your purchase is over 100 New Zealand Dollars (NZD).



  • FREE DELIVERY on all orders over 100 NZD.
  • 4 NZD for deliveries to New Zealand (including rural deliveries)
  • 15 NZD for deliveries to Australia (3-6 working days).
  • 25 NZD for deliveries worldwide (outside New Zealand or Australia)


We will send you an email with your tracking number once your order is ready to be picked up by our courier.



We pack orders in New Zealand Monday-Friday and aim to dispatch your garments as quickly as we can. Please also allow 1-2 working days for your order to be processed.

Please note: rural deliveries can take longer to deliver.

Any additional taxes or duties that are incurred within the recipient’s country are the responsibility of the buyer or recipient.