Terms & Conditions

Acceptance of terms

These terms and conditions govern all supply of goods and services ("products") by Woolly Heaven Taupo Limited ("Woolly Heaven", "we, "us") to you, the purchaser of goods and services from us, including your use of the website at www.woollyheaven.co.nz ("the website"). They are effective from 1 September 2026 and will replace all earlier Woolly Heaven Taupo Limited terms of trade and any conditions contained in any document used by you and purporting to have contractual effect.

Woolly Heaven Taupo Limited, company number 9440962, NZBN 9429053780348, GST number 149-084-681. Our shop is at Shop 6, Suncourt Plaza, 19 Tamamutu Street, Taupo 3330. You can contact us at leyette@woollyheaven.co.nz.

We reserve the right to change these terms of trade by notice to you. Notice may be given by posting the revised terms and conditions on our website.

To make a purchase from our online shop you must be 18 years of age or over.

Purchases from our online shop may only be made by persons who are acquiring goods or services for their own use or consumption, and you must not acquire goods from us via the website for resupply (whether in trade or otherwise).

If you are purchasing on behalf of another entity such as a company you warrant you have the authorisation to agree to these terms and conditions on behalf of the entity.

Availability and supply

All orders are subject to the availability of those products or services. If for any reason a Product is not available, we will endeavour to notify the non-availability on our online shop.

Delivery and delivery charges

Prices for goods and services stated on our website are exclusive of any applicable delivery charges.

We only deliver to New Zealand street addresses. The cost of delivery is as stated on our website and a total delivery cost will be provided in the order summary in your online shopping basket.

We will use all reasonable endeavours to ensure that orders for tangible goods will be dispatched promptly after an order has been placed.

Pricing

All prices are in New Zealand Dollars and are inclusive of any Goods and Services Tax ("GST") unless stated to be otherwise but are exclusive of delivery charges. All prices are correct when published. We reserve the right to alter prices at any time.

An invoice will be emailed to you at the email address you supply when you place your order. You are responsible for ensuring that your contact details are correct.

Payment options

We accept the following credit cards:

Visa and Mastercard

Credit Card Security

We do not store your credit card details. Payments are processed entirely by our payment provider on their own secure systems, and are subject to that provider's terms and conditions.

Shipping and delivery

We charge a single flat rate for delivery anywhere in New Zealand, whatever the size of your order. There is no rural surcharge and no separate North and South Island rates. The current rate is shown in your basket and at checkout before you pay.

Orders are sent tracked and we will pass the tracking on to you.

We aim to pack and send orders within one working day, and two at the outside. Once it is with the courier most North Island deliveries arrive within a couple of days, with the South Island usually a day longer and rural addresses longer again.

We currently ship within New Zealand only.

Returns

If you change your mind, get in touch within 14 days of receiving your order and we will arrange an exchange or a credit note. The item needs to come back unused and in the condition you received it, with its ball band or packaging intact.

Change of mind is an exchange or credit rather than a refund. That is our own policy and it does not affect your rights if something is faulty, which are set out below.

Return postage for a change of mind is at your cost. Once the item is back with us and checked, we will sort your exchange or credit.

For hygiene and practical reasons we cannot accept a change of mind return on yarn that has been wound, used or is no longer in saleable condition, or on patterns and downloads once opened.

Yarn is dyed in batches. If you order more of a shade later we cannot guarantee it will come from the same dye lot, so if dye lot matters for your project please order what you need in one go or tell us when you order and we will do our best.

Faulty, damaged or wrong items

If a parcel arrives damaged, or the wrong item turns up, tell us within 10 days of delivery so we can replace it and claim with the courier.

If a fault appears later, that is a separate thing and the 10 days does not apply. Faults are covered by the Consumer Guarantees Act, and the 14 day change of mind window has nothing to do with them. Get in touch and we will repair, replace or refund depending on the fault. We cover the return postage.

To start a return, email leyette@woollyheaven.co.nz with your order number and a short note about what is wrong. A photo helps for anything damaged.

Classes

Class places are paid for when you book. The change-of-mind returns above apply to goods, not to class places.

If you cancel at least 2 days before the class, we will refund you in full. After that, we can refund you only if someone else takes your place.

Liability Limitation

Where you acquire or hold yourself out as acquiring goods or services from us for the purposes of a business, the provisions of the Consumer Guarantees Act 1993 will not apply. The conditions, warranties and guarantees set out in the Sale of Goods Act 1908 or otherwise implied by statute or common law will not apply and are excluded from these terms of trade.

We will always endeavour to have complete and accurate information on our website but to the greatest extent permissible by law we assume no responsibility for the completeness and current accuracy of the information provided on our website.


To the greatest extent permissible by law, we exclude all liability we may have to you for any claim except where we have acted in bad faith. This exclusion also applies for the benefit of every officer, employee, contractor, agent of us and anyone else we use to perform our duties or provide services under any agreement you have with us. None of the persons specified above is liable or has to pay you for anything else in connection with or resulting from anything any of us does or does not do, or delays in doing, whether or not it is contemplated or authorised by any agreement you have with us. This exclusion applies whatever you are claiming for and in whatever way liability might arise. This exclusion does not limit any inalienable rights you may have under the Consumer Guarantees Act 1993.

Our maximum liability to you (if any) shall be limited to the value of any faulty products or services supplied by us and we, our employees, contractors and agents, will not be liable to you for loss or damage of any kind however that loss or damage is caused or arises.

Applicable law and jurisdiction

Unless we otherwise agree in writing, this agreement contains all the terms of our relationship and continues to apply no matter where you are located at the time any goods or services are provided to you by us and irrespective of the location where you reside.

Use of our website, supply of products or services by us to you and any other matter arising from these Terms and Conditions are subject to the laws of New Zealand. The Courts of New Zealand shall have non-exclusive jurisdiction over all claims or disputes arising in relation to, out of or in connection with these terms of trade, or with the use of website or supply of any services.

Where you or any other person who you act for, or who you permit to act for you supplies incorrect information for the purchase of a product or service and we incur cost in any matter concerning that name then we may recover the costs incurred by us from you (including legal costs on a solicitor-client basis).

You agree to use our website, products and services in accordance with the applicable laws of the country or countries where your business or organisation is based.

Privacy policy and Confidentiality

Unless you opt to receive messages from us we will not contact you again in future. If you have opted to receive ongoing communications and at a later date you no longer wish to receive these communications you will be able to opt out of receiving this information by contacting us by email or by following the unsubscribe instructions at the bottom of emails sent to you.

Opting out of receiving the above mentioned messages will not prevent the sending of messages that specifically relate to your order(s).

We may use personal information that we collect about you to provide products and services to you and to administer orders and payments relating to your purchases from us.

You will need to permit us to place data files ("cookies") on your computer to enable you to use some features of some of our websites. Where you choose not to enable cookies from our Website, some functionality of those Website may not be available to you.

We may disclose your personal information as required by law.

Where you have provided information to us on a confidential basis, we will hold that information in confidence, except as required by law. We cannot guarantee that our website is secure, and we cannot be held responsible for a breach of our website security that is beyond our control.

You can request details of your personal information that we hold, and ask us to correct it, at any time.

General Conditions

We reserve the right to change these terms and conditions from time to time by notice, which may be in the form of a notice posted on our website at www.woollyheaven.co.nz.

If we fail to enforce any terms or to exercise our rights under these terms and conditions at any time, we have not waived those rights.

If any provision of these terms and conditions is held to be invalid or unenforceable for any reason, the remaining provisions shall remain in full force and effect and the parties shall adjust their respective rights and obligations in accordance with the spirit and intent of the parties as shown by these terms and conditions.

Unless any provision in this agreement expressly provides otherwise, these terms and conditions are not intended to confer a benefit on any person or class of person who is not a party to it.

We may deliver notices to you by sending them to an email address that you have notified to us.