Terms of Service: Shipping, Fulfillment & Returns

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Effective Date: 06 February 2026 | KlōT͟HiNG LIMITED

Welcome to KlōT͟HiNG. This document governs the purchase, logistics, and return of all goods from KlōT͟HiNG LIMITED (“KlōT͟HiNG”, “we”, “us”). By placing an order, the Customer (“you”) agrees to these binding Terms of Service, which are integrated with our global logistics partnership with DHL Express.

 1. Order Processing & Boutique Fulfillment

To ensure the highest standard of New Zealand-made quality, every order undergoes a meticulous preparation phase.

• 1.1 Internal Processing: Please allow 7 to 10 business days for internal fulfillment. This window accounts for the collection of your garment from our manufacturing partners and a comprehensive Quality Assurance (QA) inspection.
• 1.2 Dispatch Confirmation: Upon successful QA, you will receive an automated dispatch notification containing a DHL Express tracking number. Delivery estimates commence from the date of dispatch, not the order date.
• 1.3 Sustainable Logistics: In alignment with our Earth-First Ethos, all shipments utilize DHL GOGREEN PLUS. This service utilizes Sustainable Aviation Fuel (SAF) to actively reduce the carbon footprint of your delivery.

 2. Global Shipping & Delivery Logistics

All KlōT͟HiNG logistics are managed exclusively via DHL Express for speed, security, and reliability.

• 2.1 Shipping Rates & Complimentary Thresholds

2.2 Calculation & Surcharges

• Volumetric Weight: Rates are calculated based on the greater of actual or volumetric weight (Length x Width x Height / 5000).
• Inclusive Pricing: The shipping rate calculated at checkout includes fuel surcharges and demand surcharges.
• PO Boxes: We strictly do not deliver to PO Boxes or postal codes. A physical street address is required.

 3. International Shipments: Customs & Duties

For orders outside of New Zealand, the Customer is the Importer of Record.

• 3.1 Customs Duties: All import duties, VAT, or local sales taxes are the sole responsibility of the Customer. These are not included in the purchase price.
• 3.2 Consequence of Refusal: If a shipment is refused due to unpaid duties, the return shipping costs, original shipping fees, and any unpaid taxes will be deducted from your refund. If these costs exceed the item value, the shipment may be abandoned with no refund issued.

 4. Returns & Claims Policy

We provide a transparent return process in accordance with New Zealand Consumer Law.

4.1 Change-of-Mind Returns

• Window: Returns must be initiated within 14 calendar days of delivery.
• Condition: Items must be unworn, unwashed, and in re-sellable condition with all original KlōT͟HiNG tags attached.
• Cost: The Customer is responsible for return shipping costs. Original shipping fees are non-refundable.

4.2 Damaged or Lost in Transit

• Reporting Window: Claims for loss or damage must be submitted in writing within 25 days of the shipment date. This allows us to meet DHL’s strict 30-day claim window. Claims filed after this period will be void.

4.3 Consumer Guarantees Act (CGA)

If a product is faulty or not of acceptable quality, we will fulfill our obligations under the CGA 1993. This includes repair, replacement, or a full refund, including reimbursement of reasonable return shipping costs.

 5. Liability & Governing Law

• Limited Liability: Shipments are transported under the Montreal or Warsaw Conventions, limiting carrier liability to direct loss only.
• Optional Insurance: Customers may request “Full Value Insurance” prior to ordering for an additional fee.
• Jurisdiction: These terms are governed by the laws of New Zealand. All disputes are subject to the non-exclusive jurisdiction of New Zealand courts.