KlōT͟HiNG


Terms of Service: Shipping, Fulfillment, and Returns Effective Date: 9 October 2025 Preamble & Acceptance of Terms

 

This document outlines the binding terms and conditions governing the purchase, shipping, and return of all goods from KlōT͟HiNG LIMITED ("Klōthing", "we", "us"). By placing an order through our website, you ("the Customer") acknowledge, accept, and agree to be bound by these Terms of Service. These terms are established to ensure a transparent and fair transaction and are in accordance with our service agreement with our exclusive logistics partner, DHL Express. These terms do not seek to limit your statutory rights under New Zealand law.

 

 

1. Order Processing & Fulfillment

Our commitment to quality necessitates a meticulous fulfillment process.

  • 1.1 Internal Processing & Quality Assurance: Please allow an estimated 7 to 10 business days for your order to be processed internally. This period includes the collection of your garment from our manufacturing partners and a rigorous quality assurance inspection by the KlōT͟HiNG team.

  • 1.2 Dispatch Confirmation: You will receive a dispatch confirmation email with a DHL tracking number once your order has passed quality assurance and has been dispatched. All delivery timelines commence from this point.

  • 1.3 Sustainability Commitment: In partnership with DHL, your shipment includes the GOGREEN PLUS - Carbon Reduced service, which uses Sustainable Aviation Fuel (SAF) to reduce CO2 emissions from air transport.

 

2. Shipping & Delivery

All shipments are exclusively managed by DHL Express.

2.1 Domestic Shipping (New Zealand):

  • Complimentary Shipping: Shipping is complimentary on domestic orders valued at $500.00 NZD and over.

  • Calculated Rate: For orders under $500.00 NZD, the final shipping cost is calculated at checkout.

2.2 International Shipping (DHL Express Worldwide):

  • Complimentary Shipping: Shipping is complimentary on international orders valued at $500.00 NZD and over.

  • Calculated Rate: For orders under $500.00 NZD, the final shipping cost is calculated at checkout.

2.3 Shipping Costs & Surcharges:

  • Calculation Basis: Shipping charges are calculated based on the greater of the actual weight or the volumetric weight of the parcel. Volumetric weight is calculated as (Length x Width x Height in cm) /5,000. Rates are rounded up to the nearest 0.5kg for shipments up-to 30kg.

  • Surcharges: The final shipping cost calculated at checkout is inclusive of all applicable transportation charges and surcharges, which may include, but are not limited to, Fuel Surcharge,Remote Area Delivery, and Demand Surcharges during peak periods

2.4 Delivery Terms & Conditions:

  • Delivery Timelines: All delivery timelines provided by Klōthing are good-faith estimates and are not guaranteed. DHL's delivery schedules are not binding and do not form part of the contract. KlōT͟HiNG is not liable for any damages or loss caused by delivery delays.

  • Delivery Address: Shipments are delivered to the Consignee's address provided by the Customer, but not necessarily to the named person. Deliveries to addresses with a central receiving area (e.g., apartment concierge, business mailroom) will be made to that area.

  • No PO Boxes: Shipments cannot be delivered to PO boxes or postal codes12.

  • Alternative Delivery: DHL may notify the recipient of an upcoming delivery and offer alternative options such as redirection or collection at a DHL Service Point. The Customer and/or recipient assume all risk once any such instruction is provided to the carrier.

 

3. Customer Obligations & Shipment Acceptance The Customer warrants and represents the following:

3.1 Accurate Information:

The Customer is responsible for providing true, complete, and accurate information for all fields at checkout, including recipient name, address, phone number, and the value and description of goods.

3.2 Address Correction Fee:

If the destination address provided is incomplete, outdated, or incorrect, resulting in DHL being unable to complete the delivery, the Customer will be liable for an Address Correction surcharge of $20.00 NZD.

3.3 Unacceptable Shipments:

The Customer agrees not to tender any shipment deemed"Unacceptable" under DHL's Terms of Carriage. This includes but is not limited to counterfeit goods, cash, bullion, complete firearms, explosives, live animals, illegal narcotics, or any other item which DHL cannot carry safely or legally. KlōT͟HiNG reserves the right to cancel any order believed to contain such items.

 

4. International Shipments: Customs, Duties, and Refusal

4.1 Customs Clearance:

By placing an order, you appoint KlōT͟HiNG and its carrier, DHL, as your agent to conduct all necessary customs clearance activities.

4.2 Customer Liability for Duties & Taxes:

The Customer is the importer of record and is solely responsible for all import duties, taxes, and other regulatory charges ("Customs Duties") levied by the destination country. These charges are separate from the purchase price. The recipient may be required to pay Customs Duties prior to
delivery.

4.3 Consequence of Refusal:

Should the Customer or recipient refuse delivery or fail to pay Customs Duties, DHL will attempt to return the shipment to KlōT͟HiNG at the Customer's (Shipper's) full expense.

  • Any potential refund will be reduced by the original shipping cost, the full cost of the return shipping, and any unpaid Customs Duties charged back to Klōthing.

  • If the total costs of the return meet or exceed the value of the goods, no refund will be issued.

  • If a return is not possible, KlōT͟HiNG reserves the right, per DHL's terms, to have the shipment released, abandoned, disposed of, or sold without any liability to the Customer23. In such an event, the Customer forfeits any claim to a refund.

 

5. Returns, Exchanges, and Claims Policy

5.1 Change-of-Mind Returns:

  • Eligibility Window: A return request must be filed online within 14 calendar days of the confirmed delivery date.

  • Conditions: Items must be in their original, unworn, unwashed, and re-sellable condition with all original tags attached. The Customer is responsible for arranging and paying for the return shipping Original shipping costs are non-refundable.

5.2 Claims for Loss or Damage in Transit:

  • Reporting Window: In the unfortunate event of loss or damage, you must notify KlōT͟HiNG in writing immediately. To allow us to comply with our carrier's strict terms, all claims must be submitted by you to KlōT͟HiNG within 25 days of the shipment date. This is to ensure we can submit the claim to DHL within their mandatory 30-day window. Claims received after this period cannot be processed.

  • Process: Claims are limited to one claim per shipment. Settlement of a claim will be full and final for all loss or damage in connection therewith.

5.3 Faulty or Incorrect Items (Consumer Guarantees Act 1993):

  • Our goods come with guarantees that cannot be excluded under New Zealand's Consumer Guarantees Act 1993. If you receive an item that is faulty or not of acceptable quality, please contact us immediately. In accordance with our legal obligations, we will arrange for a repair, replacement, or full refund, including the reimbursement of reasonable return shipping costs.

5.4 Non-Returnable Items:

Gift cards and items marked as "Final Sale" or "Clearance."

 

6. Shipment Insurance & Liability

6.1 Limited Liability:

Every shipment is transported on a limited liability basis as provided in DHL's Terms and Conditions of Carriage. DHL's liability is strictly limited to direct loss and damage only and to the per kilogram limits defined by the applicable international conventions (e.g., Montreal or Warsaw Convention). All other types of loss (including lost profits or future business) are excluded.

6.2 Optional Insurance:

If you require greater protection, you may request Shipment Insurance at an additional cost. This can be arranged to cover the full value of the goods against loss or damage. Please note that shipment insurance does not cover indirect loss or damage caused by delays. Contact us prior to ordering to arrange this service.

 

7. Governing Law & Jurisdiction

These Terms of Service shall be governed by
and construed in accordance with the laws of New Zealand. By purchasing from KlōT͟HiNG, you agree to submit to the non-exclusive jurisdiction of the courts of New
Zealand.