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FAQs

If your question is not answered below, or you require support, please contact goods@klim.co.nz.

Payment

What payment methods do you accept?

We accept payments from Visa, MasterCard and American Express (AMEX) credit cards on our website. We do not accept PayPal, Google Pay or Bitcoin. We cannot accept payment by bank transfer for Klim goods purchases, sorry.

For any credit card transactions performed on this site, the name that will appear on your statement will be “Klim Type Foundry”. “Klim Type Foundry” is the trading name of The Letterheads Limited, a registered New Zealand Business.

The Klim Type Foundry uses Stripe to securely process credit card data.

Do I have to pay tax when I order from you?

For customers outside of New Zealand your order will be charged in USD and exclude tax.

For customers within New Zealand your order will also be charged in USD and a 15% tax will be applied at checkout to cover GST (Goods & Service Tax). If you require a tax invoice/sales receipt in NZD for tax purposes please contact us directly at goods@klim.co.nz.

My transaction has failed, what do I do?

Please contact your card issuer directly to resolve any problem that has occurred with your credit card transaction. We do not authorise your card, your card issuer does. Klim Type Foundry uses Stripe to securely process credit card data. We cannot see your private details or the reason why your purchase has been declined.

Do you accept purchase orders for goods purchases?

No not for products, sorry.

Can I order a product via email?

Sorry, no. All Klim goods sales need to be made via our website.

Do you offer discounts when I purchase more than one product?

Sorry, no.

Shipping

How long will it take to receive my order?

We're based in New Zealand and our fulfillment warehouse ships orders from Auckland city.

Shipping times will vary. Below are some estimated timeframes for the following locations:

New Zealand

  • Auckland: 1-2 business days
  • North Island: 2-3 business days
  • South Island or Rural: 3-4 business days

Australia 3-5 business days

Pacific 5-9 business days

Asia 5-9 business days

USA/UK/Europe 5-9 business days

Rest of the World 5-9 business days.

These shipping timeframes apply from the date your order is shipped, not from the date it was placed on our site. Business days are defined as Monday to Friday (New Zealand time, excluding public holidays).

Handling time: All orders are processed at our warehouse within 1-3 business days from the time your order was placed. You will receive an email to confirm that your order is on the way.

If your order is important please plan sufficient delivery time. The pre-Christmas holiday season is particularly hectic for postal services in New Zealand and packages may take longer to reach you.

Please do get in touch if you placed an order more than 30 days ago and you still haven’t received the package.

We use standard postal parcel delivery service. If you require your order to be delivered faster than the times shown above and/or wish to live track your package please contact us at goods@klim.co.nz to get a shipping quote from us before you place your order.

For further information, please see our Shipping policy.

How are shipping costs calculated?

Shipping charges are calculated at checkout. All shipping charges are in USD. We use a standard postal parcel delivery service. The shipping charges are calculated using the base rate for your country's shipping zone plus the package's weight (total weight of your order). To take an example, a t-shirt weighing 200gm shipping to Australia would be $5.00 (base rate) + $1.65 (for 200gm as 20% of $8.15 USD per kg cost) = $6.65 USD.

For your reference all products on the Klim Goods Store include an approximate weight (gm/kg) in the product's description. These weights include an allowance for the additional weight of packaging required for safe shipping. Maximum weight for an order is 25kg.

Below are estimations of likely charges by country's shipping zone. Please note that these are estimates only and that both postal charges and exchange rates are subject to changes and fluctuations over time:

New Zealand

Base rate: $1.40 USD

Auckland weight charge:

  • 0-1 kg = $1.20 USD.
  • 1 kg up to 25kg = flat rate of $2.30 USD.

Nationwide (except Auckland) weight charge: $6.00 USD per 5kg

Australia

Up to 2kg rates

  • Base rate = $5.00 USD
  • Weight charge: $8.15 USD per kg

Over 2kg rates

  • Base rate = $8.15 USD
  • Weight charge: $7.00 USD per kg (minimum 2kg $14.00 USD)

Asia

Up to 2kg rates

  • Base rate = $7.00 USD
  • Weight charge: $17.00 USD per kg

Over 2kg rates

  • Base rate = $13.00 USD
  • Weight charge: $15.00 USD per kg (minimum 2kg $30.00 USD)

Pacific

Up to 2kg rates

  • Base rate = $6.00 USD
  • Weight charge: $12.20 USD per kg

Over 2kg rates

  • Base rate = $10.90 USD
  • Weight charge: $10.30 USD per kg (minimum 2kg $20.60 USD)

USA/UK/Europe

Up to 2kg rates

  • Base rate = $7.00 USD
  • Weight charge: $19.00 USD per kg

Over 2kg rates

  • Base rate = $15.70 USD
  • Weight charge: $15.00 USD per kg (minimum 2kg $30.00 USD)

Rest of the World

Up to 2kg rates

  • Base rate = $7.00 USD
  • Weight charge: $20.50 USD per kg

Over 2kg rates

  • Base rate = $15.70 USD
  • Weight charge: $15.00 USD per kg (minimum 2kg $30.00 USD)

If you require your order to be delivered faster than the times shown above and/or wish to live track your package please contact us at goods@klim.co.nz to get a shipping quote from us before you place your order.

For further information, please see our Shipping policy.

Duties and taxes

What's the deal with international taxes, import duties and fees?

Because customs policies vary from country to country, international orders may be subject to local customs charges. We cannot mark international orders as a gift as a way of bypassing or reducing customs fees.

Any customs, import duties and associated fees are the responsibility of the recipient and are charged once the parcel reaches its country of destination. If goods are above the threshold and customs entry is required, our logistics partner may charge an additional admin handling fee for customs clearance. For more information about your country's custom policies, please contact your local customs office.

Returns

I bought a product from your site and I've decided that I don't really want it. Can I send it back to you for a refund?

Sorry, no. We do not allow returns or issue refunds for change of mind, or for incorrect sized clothing. Please select your Klim goods carefully and use the sizing guides provided.

How do I return an item that is defective or damaged?

If this has happened to you then we sincerely apologise for this and for any inconvenience caused. Please contact us at goods@klim.co.nz to arrange an exchange for the same item.

For more information see our Returns policy.

I received the wrong item, it doesn’t match my order, how can I exchange it?

If this has happened to you then we sincerely apologise for this error and for the inconvenience caused. Please contact us at goods@klim.co.nz to arrange an exchange for the correct item.

For more information see our Returns policy.

General

I have a shop and would like to sell your products. How can I do that?

Sorry, we are not currently selling wholesale to new merchants.

I want to receive news from Klim, how do I sign up?

You can sign up to receive Klim news when you checkout.

Alternatively you can subscribe on our main website klim.co.nz/subscribe.

You can also follow Klim Type Foundry on Twitter and Instagram.