FAQ - Frequently Asked Questions


Returns Policy

We aim to give you the best wool wear for babies and children. If you are not happy with your Roots & Wings Merino purchased you have 14 days to inform us and then another 14 days to return the goods. 

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: info@rootswings.dk.

We will then organise for a return label to be sent to you. The return label minimises the risk of losing the package and will be delivered to the right person for prompt action.

Please hand in the label with the item at a GLS Pakkeshop. The cost of return is 55 DKK.

If you wish for the item to be picked up at your address, the cost is 110 DKK.

For international 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 and this 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 a reduction in the value of the goods caused by other use than what is needed to determine the functionality of the goods.

If the clothes have 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 none of the original purchase price.

Please be sure to select the right Sales item as we do not refund or exchange these.

We do not accept cost on delivery packages.

Faulty Item

We do our best to quality control our manufacturing and safely ship all our items from our factory in New Zealand. If you think you have received a faulty or damaged item, please email us on info@rootswings.dk 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 the 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:

  • Order number and/or invoice number
  • A copy of the invoice is preferable – if possible


Vi ønsker at give dig det bedste uldprodukt for babyer og børn. Hvis du ikke er tilfreds med dit Roots & Wings Merino køb har du 14 dage til at meddele os, at du fortryder købet og herefter 14 dage til at sende varen retur.

Vi betaler beløbet tilbage til dig, når varen er modtaget retur. Beløbet inkluderer salgsprisen og den originale forsendelsespris.

Hvis du gerne vil returnere en vare, send venligst en email med overskrift ”returvare” til info@rootswings.dk.

Vi vil sørge for at en returlabel bliver sendt til dig. Returlabel minimerer risikoen for at miste returpakken og sikrer at pakken ender hos den rigtige person til hurtig opfølgning og tilbagebetaling af dine penge.

Venligst aflever din pakke med returlabel hos en GLS pakkepost. Det koster 55 DKK at returnere en vare.

Vi kan også afhente varen på din adresse. Dette koster 110 DKK.

For internationale returvarer er returprisen den samme som den originale forsendelsespris.

Tilbagebetalingen sker med samme betalingsmiddel som du har foretaget købet med, med mindre du specifikt angiver andet tilbagebetalingsmiddel og dette ikke inkluderer ekstra omkostninger.

Du kan fortryde et køb, selvom varen er blevet brugt. En vare er kun brugt, hvis den bruges ud over, hvad der er muligt ved at afprøve varen i en fysisk butik.

Hvis varen er brugt, skal der laves en konkret vurdering af, hvad varen som brugt kan sælges for til en anden kunde. En evt. værdiforringelse får du ikke retur.

Returforsendelse betales af kunden.

Risikoen for varen under returforsendelsen bæres af kunden

Returvarer modtages kun med originale mærkater og prisskilte på og i original emballage.

Udvælg venligst dine udsalgsvarer med omhu, da vi ikke tilbyder refundering eller bytning af disse.

fejl og mangler i varen
Vi gør vores bedste for at kvalitetstjekke vores produktion og omhyggeligt sende alle vores varer fra New Zealand til Danmark. Hvis du mener du har modtaget en beskadiget eller mangelfuld vare, send os da venligst en email på info@rootswings.dk og vi vil sørge for at du modtager en ny vare eller en refundering. Vi betaler naturligvis for returleveringen.

Venligst bemærk, det er en forudsætning at rapporterede fejl og mangler ikke stammer fra ukorrekt brug af vores produkter eller anden brug der kan skade tøjet.

Du skal give os besked indenfor en rimelig tidsramme. En returnering indenfor 2 måneder vil altid blive accepteret som en rimelig periode.

Når du returnerer en beskadiget vare venligst vedhæft:

  • Ordrenummer og/eller fakturanummer
  • En kopi af faktura er at foretrække – hvis muligt


We deliver globally for FREE for orders above $100 New Zealand Dollars (NZD).

Our normal delivery costs are:

  • 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 (that is not New Zealand or Australia)
  • Please note, all European orders should be placed on our European website www.rootswings.dk 

Orders are packed in New Zealand Monday-Friday (excluding public holidays) and aim to dispatch your garments as quickly as we can. Please do allow 1-2 working days for your order to be processed. 

Please note: 

  • Rural deliveries may take slightly longer.
  • Any duty or tax charges imposed by customs on international deliveries are the customers/recipients responsibility.

How do I track my order?

A unique tracking number will be sent to you once your order has been shipped. There will be instructions on the email on where you can enter the tracking number for the status of the order.

Free Exchanges

If for any reason you are not satisfied with your merino purchase, you can return the item which must be unworn, unwashed and unused in its original condition and packaging within 30 days from purchase.

  • Please note that return postage cannot be reimbursed.
  • Please choose sale items carefully as there is no exchange or return for change of mind on sale items
  • For purchases made from Roots & Wings stockists, returns and exchanges are in accordance with the individual stockist’s purchase policy. As such said purchases can only be returned and exchanged from their original place of purchase.

Please send us an email on info@rootswings.dk in the following format:

  • Subject: [Exchange / Refund] Order Number or Invoice Number
  • Include a copy of the invoice if possible in the body of the email.

100% Satisfaction Guaranteed

We offer 100% Satisfaction Guaranteed, read more on our returns and refund policy above as well as on reasons why you should buy from us.


Where is it from?

Our merino wool is sourced from New Zealand. Here at Roots & Wings we use wool from our suppliers who are certified mulesing FREE. For more information don't hesitate to contact us.

Why is merino better?

Merino wool is considered as nature's wonder fibre, it is made from crisp mountain air, fresh grass, pure water and glorious sunshine - probably the second purest thing after your newborn baby.

Newborns, especially if premature, are so fragile and already have to fight a bit in their first weeks. It’s so important for them to be dressed in something that is gentle on them and their skin.

Dressing your precious little one in the best that nature can offer is something we probably don't need to convince you to do.

You can read more about our top reasons why merino is the best choice for your little ones here or see a full list of essentials to get you through the first few months here. You can also learn more about our fabric here.

Why is merino wool so much better than normal sheep wool?

Merino wool is made up of thinner stronger fibres. The fibres are below the thickness where itch and prickle occurs. Also, merino can be thrown in the wash and even the dryer and will never lose it's shape or unique benefits. There are many more advantages to merino. Please read about the merino difference here.

Why is merino wool from New Zealand superior to merino from anywhere else in the world?

The quality of the wool is made up of several factors. The most important of these are the conditions the sheep live in and their so-called level of stress. The sheep gets stressed over poor nutrition, lack of space, polluted air. If the sheep is stressed the quality of the wool decreases (much like human hair and nails - it's all made of the same stuff). New Zealand merino sheep live in the untouched Alps with space in abundance and natural organic food for everyone.


Wash & Care

Washing and care instructions for merino:

  • Always turn your garments inside out
  • Machine or hand wash in cool or warm water (40 degrees C max)
  • Wash dark colours separately
  • Standard non-wool washing detergents will alter the natural ph balance of merino causing the fibres to breakdown which may result in holes.
  • DO NOT use bleaches or softerners.
  • Laundry products that contain whiteners act like bleach and cause holes!

Pilling and How to Avoid It

Pilling pertains to the formation of small round knots or balls of fibres on the surface of a fabric and is mostly caused by friction resulting in the clothes looking worn out and old.

In order to avoid pilling:

  • Wash your garments inside out.
  • Use the gentle/delicate cycle for the washing machine. Do not overload the machine as the friction causes pilling.
  • Use gentle, liquid detergent
  • Wash separately - keep delicate clothes away from harder clothes.
  • You can opt to handwash your garments using gentle handwash detergents available from your supermarket.
  • Air dry your garments as the heat and friction from the drier causes pilling.
  • Use a lint roller or special garment brush and brush your garment regularly.

How to get stains out of merino

On removing stains from merino products here's a few tips:

  • Stains must be removed immediately before it sits in permanently.
  • Rub into affected area before washing.
  • Use a little mild wool wash such as Sudz n Dudz Organic Wool Wash to spot treat and gently work into the affected area. Dabbing at the stain working inwards and on the reverse of the garment to stop the stain from spreading.
  • For oily stains, use a cloth dripped in white spirit to gently blot the stain off careful not to rub it towards other areas.
  • For blood stains, drip a piece of cloth in white vinegar to gently remove the stain off, working inwards to avoid spreading the stain.
  • After treating the effected area, soak garment in cool water with a gentle wool detergent and very gently rub the stain; rinse until stain and all soap reside has washed away. Air dry garment.


What payment methods are available?

We currently accept Visa and MasterCard credit and debit cards. You can also pay using PayPal's secure payment system. Paypal is a worldwide secure payment platform. Upon checkout, you are taken to a PayPal page where you can create an account or just process your payment. The funds are then transferred to us via them.

My size or colour is sold out, what do I do?

All sizes, colours and styles listed on our website are available for purchase. However should your chosen item / style / colour be out of stock, we will notify you immediately of the expected delivery date or provide you with an alternative option.

I would like to send my order as gift? Is there an option for gift wrapping?

Absolutely! Please leave a comment on your order if you want us to gift wrap the order for you as well as any specific message you want to add.

There was a promotion on the site but it's now back to regular price. When will it be back?

Here at Roots & Wings we frequently run exclusive deals / promotions on all our products that run within a specific number of days all throughout the year. Once the promo period has finished we are unable to extend it or reactivate it BUT stay tuned - there could be one or two coming up soon!>/p>


Default currency listed on our website is New Zealand Dollars (NZD) however you can change the default currency by going to the upper right corner of the site where a dropdown menu gives you the option to select your currency of choice.



What size is right for my baby?

As babies differ greatly in size and shape, it is easiest to determine which size they should wear by taking their measurements. Please check out our size guide and if you are still unsure don't hesitate to contact our Customer Service Team who will be glad to help.

How many merino garments do I need for my baby?

We have written a blog post about the items needed for your baby, you can read it here: what will my baby need?

My child has sensitive skin will merino irritate?

New medical research funded by Australian Wool Innovation (AWI) has shown that wearing superfine Merino wool is extremely therapeutic for eczema prone skin.

A recent study conducted by Associate Professor John Su of the Murdoch Children’s Research Institute revealed that superfine merino may actually REDUCE ECZEMA rather than worsen the symptoms. Babies with sensitive skin or skin conditions actually love merino wool as it's hypoallergenic so it won't irritate their skin. As merino wool is incredibly and breathable it is perfect for babies' skin. It hinders bacteria and allergens so it lessens other allergic reactions.