Customer Service & Frequently Asked Questions

1. Where can I buy AUCKLANDSheepskin merchandise?
2. How can I buy retail products directly from this site?
3. How do I care for my sheepskin products?
4. How do you ship?
5. How can I make an exchange or return?
6. What is the warranty on AUCKLAND footwear and how does it work?
7. What methods of payment does AUCKLANDSheepskin accept?
8. What happens if I refuse an international package from AUCKLANDSheepskin?
9. Who is responsible for the duties, taxes, and brokerage fees on international packages?

1. Where can I buy AUCKLANDSheepskin merchandise?
AUCKLANDSheepskin products are currently available in stores across Canada, or contact us for a price list to order directly. We ship direct anywhere within Canada, the United States and in most cases, world-wide. Products are dispatched promptly from Vancouver, BC. US orders may be shipped from our US outlets.
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2. How can I buy retail products directly from this site?
Although this site is an on-line catalogue, we do sell direct retail. For a complete price list please contact us via e-mail or phone toll- free and we’ll be happy to proceed with your orders. We accept Visa, MasterCard, and American Express
*Please note that we are Canadian based and our price list is in CDN (Canadian Dollars). Be sure to include your country of residence for us to calculate your daily exchange rate.
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3. How do I care for my sheepskin products?
As a natural product, specific care should be applied to separate lines that we offer.

  • Applications for cleaning and care of all footwear and rugs:
    • Hand wash with cold or lukewarm water only; do not use a washing machine.
    • Use a diluted liquid soap; never use a powder-based detergent.
    • Lightly massage the soap into the skin and wool and rub gently with your hands.
    • Rinse with cool fresh running water, do not soak.
    • Air-dry only. You may use a dryer set to “tumble dry” but do not apply heat. Lightly stuff paper towel into the toes of slippers and boots to help maintain shape while drying.
    • When rugs are dry, give the wool a brush in one constant direction. This is to bring back the natural resistance and support of the wool.
  • Cleaning care for bedding products:
    • Mattress covers may require infrequent cleaning. They are washable in your home washing machine. Be sure to use only lukewarm water with a gentle liquid soap. Tumble dry with air only, do not apply heat. Once dry, give the wool a brush to bring back the natural resistance and support. We recommend using a wire brush, such as a cat-brush.
    • Wool Duvets should be dry cleaned only.

Jackets should be taken to your local leather dry clean specialist. Be sure that they are familiar with cleaning sheepskin coats.

For cleaning or care of any other products, please contact us via e-mail or phone and we’ll be glad to suggest the best and most common techniques for your specific product.
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4. How do you ship?
Canadian orders are shipped through Post, Greyhound, or Canpar. US orders are shipped via UPS, FedEx, or Post.
We do not charge any handling fees! We charge only the most current freight fees. For a shipping quote Contact us with your location, desired mode of transport (air, ocean, surface) and the products you are considering (for size and weight measurements). We will then provide you an estimated shipping cost.
Any shipment can be upgraded to Express service at the customers’ discretion. Customers will be quoted an estimate and charged accordingly for an Express delivery.
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5. How can I make an exchange or return?
Individual retailers carry their own return or exchange policies. We offer exchanges or returns of products purchased through our web-site or call centre within 30 days of the original invoice date, provided that the products are free of wear and tear. We allow up to 60 days between November-January because of gift exchanges. Defective products will be evaluated on a case by case basis and replaced or refunded at our discretion. We do not refund shipping costs; however, an exchange will be sent to the customer free of charge.
Sheepskin is a natural product. Slight irregularities and variations may occur in color and texture. These traits are characteristic of natural sheepskin products and add to the authenticity and character of our hand-stitched products.
Please send products with a track-able method, AUCKLANDSheepskin is not responsible for items lost in transit. Please contact us by e-mail or call toll-free before sending items for return or exchange.
*We can not accept returns or exchange open or used bedding products.
*We will not accept returns on used footwear that is deemed as non-defective.
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6. What is the warranty on AUCKLAND footwear and how does it work?
The AUCKLANDSheepskin warranty applies to sheepskin footwear less than 6 months old from the time of purchase. It is designed to protect the customer from defective products or faulty workmanship. As a handmade natural product, no two pairs of slippers or boots are made exactly alike. Exchanges on footwear will be evaluated on a case by case basis. If a product is not deemed defective, it will be returned to the customer free of charge. Please send products with a track-able method, AUCKLANDSheepskin is not responsible for items lost in transit.
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7. What methods of payment does AUCKLANDSheepskin accept?
We accept MasterCard, Visa, and American Express.
*Please note that our prices are in $CDN Canadian Dollars. Because of this, International orders will likely have a slight discrepancy (a plus or minus of a few cents) on your credit card statement. We proudly charge absolutely current, to the hour of processing, US and International exchange rates.
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8. What happens if I refuse an international package from AUCKLANDSheepskin?
We will not refund the customer for the merchandise nor shipping costs. If an international package is refused or abandoned for any reason we will not pay for return shipping.
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9. Who is responsible for the duties, taxes, and brokerage fees on international packages?
The recipient of the package is responsible for duties, taxes, and any possible brokerage fees. We have not included these fees in our shipping costs. Please check with your local agencies for more details or estimated rates on such fees.
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