Terms and conditions

Payment and credit card security

We accept VISA, MasterCard and ApplePay. We take your security very seriously. Your credit card details are encrypted to the highest commercially available security level, as required by VISA and MasterCard worldwide. This encryption makes it virtually impossible for unauthorized parties to read any information that you send us. As secure hosting providers are used to processes all payments we have no access to any credit card numbers or bank details, unless you give it to us over the phone.

Returns and exchanges - New Zealand

We protect your rights under New Zealand consumer law. If the product is faulty, we will replace it. If the product has been damaged in transit please notify us and we will contact the delivery provider to resolve any claims.

The physical address for returns and exchanges is: Newtown House, 1 Mary Dobson Way, Wellington 6023. Please email hello@newtownhouse.co.nz so we know it is coming.

Returns: Please choose items carefully. If you change your mind, a credit note is at our discretion. You will need to cover the cost of return shipping and ensure the product and its packaging are in their original condition - otherwise we can't on sell it. We will issue the credit once we have received the returned product and confirmed all is OK. Special note for yarn buyers: ‘Original condition’ means the original skein(s). We are unable to accept yarn that has been wound into balls.

Exchanges: Same conditions as above. You will need to cover the cost of both returning the original item and sending the replacement. If the exchange is cheaper, we will issue the refund after receiving the original item and confirming it is OK. If it is more expensive, we will issue a new invoice and despatch on receipt of funds and safe return of the original.

There are no refunds or exchanges on sale items.

We like to get onto problems quickly, so here are the timelines:

Within 48 hours of receipt of your order: Contact us if you are not happy with your order for any reason.
Within 3 days of receipt of your order: Notify us of your intention to return an item.
Within 7 days of receipt of your order: Return the item and its original packaging to us securely packed.
Exchanges and refunds after 7 days of receipt are at our descretion.

International orders

Please choose carefully, as we do not offer returns or refunds on items shipped internationally. All items are shipped at your risk. See our shipping page for more details.

Sold out items / Backorders

Because of our low volumes, items do sell out. We note if the item will be on backorder - so please order it, so we know it is wanted. We will let you know the likely delivery timeframe. Sometimes the supply of items relies on the maker’s production runs that we cannot control, as well as international airfreight or shipping timeframes which can be subject to extreme variations that are also out of our control. We will keep you as informed on shipping timeframes as we.

Copyright

Copyright for all content on this website is retained by Newtown House Limited. We are generally happy to share, but please ask first and reference us appropriately. Some product photos are copyrighted by the makers and have been used with their permission. Copyright for the Newtown House brand and merchandising items is retained by Newtown House Limited.