Frequently Asked Questions

• Are all your products genuine?
• What brands do you sell?
• Can I be kept informed about promotions/specials?

Choosing the right Size

• How do I find out my footwear size?
• What are the dimensions of EMU Australia boots?
• I cannot find my size from the list?

Shipping, Returns & Exchanges

• Where is my parcel?
• Can my parcel be delivered to a P.O Box address?
• How do I view the status of my order?
• What if my purchase is faulty?
• I’d like to exchange an item, can I do this?
• What is your return policy?
• I’d like to return an item, how do I do this?
• What countries do you ship to?
• What shipping methods do you use?
• What are the shipping costs?
• Why is my Tracking Number not scanning?
• Can I track my parcel in another way?
• I wish to cancel an order?

Shopping online

• How secure is online shopping?
• Are there any additional costs?
• Will I be charged Duty Tax/Vat?
• What are my payment options?
• What currency am I being charged in?
• What happens to my card details?
• How/When will I receive my Refund?
• Do you offer Gift Vouchers?
• What promotions do you have currently?
• I cannot find the item I was specifically after?
• I do not want to order online, what other ways can I order?
• When do you take payment for my order?
• What if I miss the delivery of my order?

Branded Products

• What is the difference between Bronte and Stinger boots?
• Are EMU Boots waterproof?
• How does Icebreaker clothing work?

In today's world, for better or worse, security issues are at the forefront of our thoughts. That’s why we’ve enlisted in the services of GeoTrust – to give all of our online customer’s peace of mind. Our website has been issued with a True Site™ certificate which ensures all communications between our customers and our website are completely private and secure. Sites secured by GeoTrust SSL certificates provide up to 256 bit encryption thereby offering the highest level of encryption and security possible.

All of our transactions go through the latest and highest security checkout system - the same security level used by online banks and major online retailers. Even your account login goes through a high level security channel with heavy encryption. We take online shopping and keeping our customers identity secure very seriously. Our customers regularly provide a review of their shopping experience with us and this can be viewed through RatePoint, located on the left hand side of our homepage.

Nature Shop is dedicated to providing our customers the best experience possible when shopping online. We will only ever sell 100% genuine products and we would be happy to give you the contact details of our suppliers should you wish to validate our account with them.

The brands we stock have been carefully selected to fit in with our company values.

EMU Australia

EMU Australia is a genuine Australian based sheepskin footwear company. They produce sheepskin boots and sheepskin slippers that are manufactured in both Australia and China.

Icebreaker

Icebreaker Clothing is a New Zealand-owned company selling high performance merino wool outdoor apparel. Their products are designed in the US, manufactured in China and quality tested in New Zealand. Icebreaker garments are sold in over 30 countries and all super fine merino wool is sourced from the Southern Alps in New Zealand.

Silkbody

Silkbody offers an extensive range of natural silk clothing for all seasons. Silk is lightweight, flame resistant, smooth and great for irritable skin.

NatureBaby

NatureBaby specialises in organic baby clothing. Established in 1998, they provide innovative products for families all over the globe.

Snooky

Snooky provides a unique range of products which are made with Bamboo fibres. It’s mainly grown in East Asia and has many properties including a very soft touch, hypoallergenic and non-irritating to the skin. Bamboo is also a sustainable resource.

We also sell NZ-made sheepskin slippers from Golden Fleece, homewares from Fairydown New Zealand and Bowron New Zealand.

Please register an account with us and you will be automatically opted in to our regular newsletters.

We display a size chart on every product page to ensure you get the correct sizing first time. The Emu Australia sizing is very accurate. If you normally take a half size, please go down to the nearest full size.

For Clothing, when your body measurements are midway between two sizes, go to the smaller size for a tighter fit or the larger size for a looser fit. Please view the image below to see where you can access our size guides on our product pages.

If you need any help or assistance please do not hesitate to contact us for advice.

Please then email us with the items you are sending back for exchange, followed by the style/colour or size that you wish to exchange the item(s) for. We will then dispatch the item/s within 24 hours of notification. 

When returning, please remember to write your order ID number and full name on the parcel.

 

Customer satisfaction is a priority for us. If you’re not 100% satisfied with the product you’ve purchased or the sizing is wrong then we want to hear from you. 

With all returns we request that you advise us by email and also include a brief note (with order ID #) with the product that you’re sending back to us.

NOTE: for hygiene reasons we are unable to accept returns of any underwear. This includes mens and womens briefs, boxers etc.

We deliver parcels to over 50 countries worldwide. If you cannot see your country listed, please email us for assistance.

UK – Royal Mail Tracked (Overnight)
NZ – Tracked Overnight Courier
Australia – Australia Post eParcel
Rest of World – International Air Mail or International Express Courier

Shipping costs are free when shopping with us.

You will not be charged anything over the original purchase price.

All payments are processed in real time using Direct Payment Solutions, New Zealand's largest and most trusted online payments provider or you can pay using PayPal, the world's largest and most trusted payments provider.

We accept payments for Visa, Mastercard, Amex, Diners, JCB and bank transfers worldwide

Once you get to the ‘Shopping Cart’ page you can select a country from the drop-down menu.

This will then advise you of the amount you will be paying in the relevant currency on the right hand side of the page.

Our website takes the maximum precautions to protect your information. When sensitive information is submitted via the website, that information is encrypted and is protected with a 256 bit SSL certificate. The servers on which we collect and store personal information are kept in a secure environment.

We do not store any credit card details. These details are instead processed by Direct Payment Solutions, New Zealand’s largest and most trusted payment provider or you can pay using PayPal, the world's largest and most trusted payments provider.

The Bronte’s are EMU Australia’s standard boot. They are made from cow suede which makes the outer section and is lined with 100% Australian Merino wool. The wool lining in all Bronte boots are white.

The Stinger’s are EMU Australia’s premium boot. They are made from 100% Australian sheepskin. They have a moulded heel cup, sheepskin lined insole, arch support and a hardwearing dual density sole.

No, EMU boots are designed for Indoor and Light Street use only. We do not recommend getting them wet. You can purchase an EMU Australia Care Kit which includes a Water Repellent Spray but this will not waterproof the boots.

Icebreaker clothing breathes better because each individual merino fibre breathes as well as the fabric.

In warm conditions, sweat is pulled from the body into the fabric, dispersed and metabolised as water vapour, cooling the body through ‘cooling by evaporation’. When moisture is absorbed by from the cold air, Icebreaker merino fibres liberate heat through a molecular process called ‘heat of sorption’.

Once we receive your parcel, we will process a full refund within 5 working days. If you paid with credit card, then we will refund your credit card, If you paid via PayPal, then we will refund your PayPal account.

Tracking numbers can take up to 48 hours to be updated at busy periods. Please check back regularly.

Sorry, we do not sell these.

Our homepage will have details of all promotions we are offering to our customers and look out for email newsletters from us.

If you cannot locate your size on the drop down list, it may be that we are temporarily sold out of this size.  Please do contact us to see if we have a few items left in our warehouse.

You can cancel your order at any time.

If you have not received a Shipping Confirmation Email, we will be able to immediately cancel your order and process a refund to either your Credit Card or PayPal account.

If you have received a Shipping Confirmation Email, you will need to receive the order and follow the returns process. Once we have received the returned goods, we will process a refund to either your Credit Card or PayPal account.

Once your parcel enters your country, you may be able to track it more thoroughly by choosing your country’s postal service link: (Copy the link into your internet browser and enter your tracking number)

• Argentina: http://www.correoargentino.com.ar/consulta_envios/ttnac.php
• Australia: http://ice.auspost.com.au/
• Austria: http://www.post.at/
• Bahamas: No tracking available on their site. 
• Belgium: http://www.post.be/etr/base/welcome.do?method=checkCookie&lang=en
• Bermuda: http://mailtracking.gov.bm/
• Brazil: http://www.correios.com.br/servicos/rastreamento/rastreamento.cfm  
• Brunei Darussalam: No tracking available on their site. 
• Canada: http://www.canadapost.ca/cpotools/apps/track/personal/findByTrackNumber
• Cayman Islands: Contact the Cayman Islands postal service for tracking.
• China: http://www.ems.com.cn/
• Croatia: http://ips.posta.hr/
• Czech Republic: http://www.cpost.cz/cz/nastroje/sledovani-zasilky.php?barcode=&locale=EN
• Denmark: http://www.postdanmark.dk/en/Pages/home.aspx
• Ethiopia: http://www.ethiopostal.com/website1/default.aspx?Submit=Track+It+!
• Finland: http://www.posti.fi/english/thepostsservices/itemtracking/index.html
• Germany: https://www.dhl.de/oservices/t_u_t/en/index.html
• Greece: http://212.205.82.71/trackandtrace/
• Hong Kong: http://www.hongkongpost.com/eng/tracking/index.htm
• Hungary: http://www.posta.hu
• Iceland: https://www.postur.is/aframsendingar/index_eng.html
• Indonesia: http://ems.posindonesia.co.id/
• Iran: http://tntsearch.post.ir/
• Ireland: http://track.anpost.ie/track/trackone.html
• Israel:http://www.israelpost.co.il/itemtrace.nsf/mainsearch?openform&L=EN
• Japan: http://tracking.post.japanpost.jp/service/numberSearch.do?searchKind=M004&locale=en
• Jordan: http://www.jordanpost.com.jo/index.php?option=com_content&view=frontpage&Itemid=1&lang=en
• Lithuania: http://trace.post.lt/tracktrace/trackPublic.jsp
• Luxembourg: http://www.trackandtrace.lu/
• Malawi: No tracking available on their site. 
• Malaysia: http://www.pos.com.my/pos/homepage/homepg_track.aspx
• Netherlands Antilles: http://www.npostna.com/track.php
• Netherlands: http://www.tntpostpakketservice.nl/en/index.aspx
• Norway: http://sporing.posten.no/sporing.html?lang=en
• Papua New Guinea: via email at http://www.postpng.com.pg/products_services_files/ems.htm
• Portugal: http://www.ctt.pt/feapl_2/app/open/objectSearch/feapl_2/app/open/objectSearch/cttexpresso_feapl_132col-cttexpressoObjectSearch.jspx
• Qatar: http://www.imolink.net/qpost/ttchmail/tracktrace.htm
• Russia: http://www.emspost.ru/
• Saudi Arabia: http://www.sp.com.sa/English/Eservices/Pages/TrackandTrace.aspx
• Singapore: http://www.speedpost.com.sg/TrackAndTrace.asp
• South Korea: http://service.epost.go.kr/iservice/ems/ems_eng.jsp
• Spain: http://www.correos.es/comun/Localizador/2010_c1-LocalizadorE.asp
• Sweden: http://www.posten.se/tracktrace/TrackConsignments_do.jsp?lang=GB
• Switzerland: http://www.swisspost.ch/post-startseite/post-privatkunden/post-versenden/post-track-and-trace-uebersicht-pk.htm
• Syrian Arab Republic: http://www.syrianpost.gov.sy/
• Taiwan: http://postserv.post.gov.tw/webpost/CSController?cmd=POS4005_1
• UK: http://track.royalmail.com/portal/rm/track or http://www.parcelforce.com/portal/pw/track
• Ukraine: http://www.emsukraine.com.ua/eng/Baseeng.html
• United Arab Emirates: http://www.emiratespost.com/frame.do?page=%2Fgpaen%2Fgpatracktrace%2FTrackTraceMain.jsp%3 Flanguage%3Den
• Uruguay: http://www.correo.com.uy/
• USA: http://www.usps.com/shipping/trackandconfirm.htm
• Vanuatu: http://www.vanuatupost.vu/trackTrace.html
• Vietnam: http://www.vnpost.vn/Default.aspx?tabid=157
• Yemen: http://www.post.ye/

(If your country is not listed above, it may be that there is no tracking service available)

On occasions, your parcel may not be delivered within the timescale given on your shipping confirmation email. Nb. we do not guarantee these delivery times.

All parcels going to southern hemisphere destinations are shipped from New Zealand.

All parcels going to northern hemisphere destinations are shipped from the United Kingdom except Emu Australia products, which are shipping from New Zealand.

There could be a number of reasons why it has yet to arrive. These are usually delays in processing by Postal Services, audits by Customs offices, Flight Cancellations or Strike Action. Bad Weather will also cause delays.

Please do allow a few extra days before contacting us.

Unfortunately no, as we require a pysical address. If you enter a P.O Box address as your delivery address, we will contact you and ask for another address which may result in a delay to your order.

If the product you have purchased is faulty for whatever reason, please kindly take a digital photo of the fault and email this to us at support@natureshop.co.nz along with a detailed description of the defect.

On receipt of your email, please allow us 2 business days to review the information and respond to you. If your claim is accepted, we will kindly offer you an exact replacement (subject to stock) or a full refund.

In the event we ask you to return your product, we will refund you the postage costs.

Just log into your account and you will be able to view the status of your order, your order history and make any changes to your account details.

If you cannot locate the item you are after on our website, it may be that we have sold out or the product has been discontinued. Please do email us and we will see if we can source it for you.

Payment is taken when you submit your order.

If there are no specific instructions given by you where to leave the parcel, then the postal service will usually return the parcel to your most local post office and leave a “Sorry we missed you” or “ Card to Call” note.

It may be that you have to contact them to arrange re-delivery or collection of the parcel.

Please be aware that if parcels are not collected within a set period of time (usually 14 business days) they may be returned to the warehouse the shipment was dispatched from.

We offer a very safe online shopping experience however, if you are uncomfortable submitting an online order, you can email us the following information:

• Name:
• Delivery Address:
• Telephone Number:
• Email Address:

• Gift Wrapping & Message (if required):
• Special Delivery Instructions:

• Quantity:
• Style:
• Size:
• Colour:

• Subtotal:
• Grand Total:

We can then either ask you to call us on +6475743601 to make your payment over the telephone, send a PayPal money request to your email address or if you wish to pay by Internet Bank Transfer, the details are below: (please use your full name as a reference)