Rimu Origin | Customer Care & Help Centre
PRE-LAUNCH DRAFT — Some delivery, return and gift-card details still require confirmation. No purchasing is enabled.
Thoughtful service is part of Rimu Origin. Our Customer Care Centre is designed to make it easy to understand your order, get help if something goes wrong and give with confidence.
Payment options
Rimu Origin is preparing secure card checkout and an optional bank-transfer (direct-deposit) payment method. Once activated in Shopify, bank-transfer payment instructions will be shown on official checkout/order confirmation, rather than in advance. Please don't send a payment without instructions for a genuine order. We'll verify funds before dispatch and manually record the order as paid.
Help with delivery
We're preparing tracked parcel delivery within New Zealand. Once an order is dispatched, we plan to email the tracking link when the courier service provides one. If Rimu Origin arranges delivery, we'll help resolve delivery problems rather than referring customers away to another company.
Returns and exchanges
Please contact our customer-care team with the order number and an explanation of the problem. For a damaged product, photographs are useful. For skincare, supplements or honey, lot/batch and expiry details may help our investigation. For eligible products, Rimu Origin offers voluntary change-of-mind return requests within 14 calendar days of delivery. Goods must be unused, undamaged and suitable for resale; carefully opening ordinary packaging to inspect the product does not automatically exclude it. Customers ordinarily cover change-of-mind return postage and no restocking fee is charged. Category-specific exceptions and mandatory consumer rights apply. Full return instructions will be confirmed before launch.
Faulty, unsafe, misdescribed or incorrectly supplied goods will be handled under the applicable Consumer Guarantees Act protections. Store return deadlines and opened packaging do not automatically take those rights away.
Returns address
Approved Rimu Origin returns will be received at Rimu Origin Returns, c/o The Sheepskin Factory, 34 Barrys Point Road, Takapuna, Auckland 0622. Please contact Rimu Origin first for instructions. In-person drop-offs require prior arrangement. Refunds for orders placed with Rimu Origin are handled by Rimu Origin, not as Sheepskin Factory transactions.
Skincare, supplements and food
Food (including honey) and dietary supplements are not eligible for voluntary change-of-mind returns, even if unopened or sealed, subject to mandatory rights under applicable law. Opened or used hygiene-sensitive skincare and personal-care goods may also be excluded where they cannot safely be resold. Exceptions do not remove legal rights for faulty or misdescribed products, or mandatory rights that may apply in the destination country. If a product causes an unexpected reaction, stop using it and seek appropriate professional advice where necessary, then contact us.
Gift cards, gift boxes and corporate gifts
Explore gift boxes and curated sets, our Digital Gift Card Studio and Corporate Gifting. These are design previews while we finalise stock and fulfilment. Actual gift-card terms will comply with applicable New Zealand validity rules.
See Rimu Origin in store
Rimu Origin products are also planned for display at The Sheepskin Factory, 34 Barrys Point Road, Takapuna, Auckland 0622. Being on display does not mean every online product will be stocked or sold on site.
General product care
Follow the individual maker's care, storage and safety instructions on the packaging or product label. If you need help with a product, please contact Rimu Origin.
Where to get help
Contact us using the Rimu Origin Contact page. Please don't use supplier customer-service addresses for orders placed with Rimu Origin.