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Customer Service

Our Guarantee

We offer a 100% guarantee. If you are not happy with your product, send it back to us within 30 days of the date of purchase, in the original packaging and we will replace it for you!

We have tried our very best to photograph the products so they give you the truest representation, however due to differences in screen types & settings some subtle differences may occur in the actual product received.

Freight Charges - effective March 2021

This year we have had to reassess our shipping and handling charges. This is a result of Skeinz fixed costs increasing dramatically over the last few years.

We have never had a shipping price increase since our inception and we are quite proud of this but it has reached a point where we are unable to sustain the free freight over $50 status. However we have now introduced a subsidised flat rate shipping fee. This slight increase is a way for us to maintain our business health and continue to produce great quality yarns and at value for money prices!

Our new shipping policy is a flat rate charge regardless of amount spent across all regions of New Zealand and Australia including rural delivery.

This consists of:

New Zealand - $5.95 per parcel

Australia       - $19.95 up to 2kg (DHL)
or                 - $29.95 2kg - 4kg (DHL)
or                 - $39.95 4kg - 5kg (DHL)
or                 please contact us for anything over 5kg

Skeinz will still be subsidizing some of this cost for you. The new freight charge equates to a single ball of yarn across a whole order for NZ based orders (in fact it is cheaper than our sub $50 shipping rate previously) and a couple of balls of luxury yarn for those across the ditch.

International shipping (excluding Australia) will be charged on a weight basis and will be applied at checkout.

IMPORTANT NOTICE: We are now no longer able to deliver to Russia or South Africa. The ongoing issues with the unreliability in delivery has meant that our delivery agent will no longer cover insurance into these countries.  Currently more than 50% of parcels go undelivered and the high cost of freight uninsured has meant it is now no longer viable for Skeinz.

We are also unable to deliver to Great Barrier Island due to our Courier provider not covering this area.

International Orders
All international orders are shrink wrapped.  As all international shipping rates are calculated volumetrically (not just based on weight), it means you are paying for us to ship you 'air'.  To combat this we shrink wrap the yarns to reduce the cost (on average by more than 50%).  It can crush the labels a little, but the yarn remains unharmed and literally bounces back after opening. If you do not wish to have your yarns shrink wrapped, please indicate this in the comments and we can calculate a new new shipping rate for you.


Sales support

We pride ourselves on our amazing sales support. Please contact us for any assistance you may require

Now the really small print.....


We will accept any unused Skeinz branded yarn for exchange or for credit within 3 months of purchase. The product must be in its original condition when returned. The shipping/freight cost of returning product for credit/exchange are the customers care.  A credit note will be provided to the customer by Skeinz  via E-mail.

This EXCLUDES third party yarns such as: Ashfords, Outlaw, Importers Clearance or Indie Dyed yarns

Patterns books & accessories may not be exchanged. These will be replaced if damaged during shipment. Freight/shipping costs will be reimbursed for the return damaged product. Replacement products will be sent at no cost. Damage must be reported (via email) on receipt & product returned within 14 working days of receipt. Please include a full description of the damage  when reporting.


All prices quoted on this website are in the currency of your region or if that currency isn't available the default currency outside of NZ is $USD.  Within NZ it is New Zealand dollars and includes GST.

For shipments outside of New Zealand in a currency other than the $NZD, all the prices shown are exclusive of GST.

Prices are subject to change due to exchange rate fluctuations.


Stock on Hand:

Inventory of products on our website are included on the individual product detail page. Please check that there is sufficient stock showing to complete your order or project. We can not guarantee in all cases what we have additional stock available.  Feel free to email us if you require more stock than what is listed & we can confirm if additional stock is avalable.

Despatch Target:

We aim to send your order out within 3 business days of payment receipt however please allow and extra 2 -3 days during and post sale periods.
Please be aware the web store is open over holiday periods, but deliveries will be delayed due to public holidays in NZ (4 days at Easter, Christmas & New Year)


Direct Credit Payments - direct deposit payments show up in our records on the following business day. We aim to send order with 2 business days of receipt of payment.  Direct Credit Payments are only available to New Zealand customers or customers who hold NZ bank accounts - otherwise payments can be made by Telegraphic Transfer or Credit Card.

Skeinz Shop
102 Taradale Road, Onekawa
New Zealand
Only 6 minutes from
Napier City Centre
Ph. 06 651 1784
Opening Hours:
Weekdays 10am – 3:30pm
Saturdays 10am – 1pm

Customer Service

Skeinz Shop
102 Taradale Road, Onekawa, Napier, New Zealand

  • Ph. 06 651 1784
  • Email:
  • Hours: 
  • Skeinz is open 24/7 online