Customer help

If talking to a real-life human is more your thing, you can reach our Customer Happiness Team here.

If you prefer to try before you buy visit our stockists page here

How can we help?

FAQ

Ordering

What size poncho do I get?

There are a few measurements you'll need to know to determine the right size poncho. Please use our size guides on the product pages.

STEP 1:
Firstly you need to know your height and weight. Measure your height to the nearest cm and your weight to the nearest kg. 

STEP 2:
Once you know those 2 measurements you can measure your poncho width and length. Measure the width from your right shoulder to your left shoulder keeping in mind that there will be approximately 10cm on either side to consider for the sleeves. Then measure the length from one shoulder to your shin.

STEP 3:
Use our chart below to compare your poncho measurements (shoulder to shoulder and shoulder to shin) with your height and weight. 

For example if your height is 165cm, your weight is 60kgs, your shoulder to shoulder measurement is 50cm and your shoulder to shin measurement is 120cm then the best size for you is 75x110. 

What size hat should I get?

You can find sizing charts and instructions for measuring your head in the product listings.

We recommend checking the sizing chart against your measurements before making your purchase. If you are unsure or are in-between sizes we recommend sizing up.

What's the deal with shipping?

Please note all courier companies are experiencing delays due to Covid-19. Delivery times are out of our control however we are ensuring that all orders are packed and with the courier within 24hrs (excl weekends)

We ship domestically around New Zealand and Internationally to selected countries. You can check out our shipping rates and more detailed information here.

Where can I try your stuff on?

We have a showroom at 12b Kopukairoa Blvd, Papamoa open week days 9am-2pm or by appointment.

Our Founders Todd & Tans are also at The Little Big Markets in Mount Maunganui and Papamoa every 1st and 3rd Saturday of the month.

Otherwise check out our list of stockists.

What payment methods do you accept?

You can purchase online using a number of payment methods including Visa & Mastercard, Afterpay & Laybuy, Apple Pay, Google Pay and Shop Pay.

All prices are in NZD

I have a club, sports team or business can you make custom ponchos?

Yes we sure can! Email us and we'll be in touch with all the info!

Shipping, Returns & Exchanges

What is the shipping policy?

Once your order is placed, you will receive a confirmation email letting you know that our warehouse team has received your order.

Once your order is fulfilled, you will receive an email notification with your tracking information.

Shipping fees are non-refundable in the case of returns.

Do you ship overseas?

Yes, we ship all over the world. Please see our shipping page for details.

Shipping costs will apply, and will be added at checkout.

What is your return policy?

We offer 1 free exchange on all full priced items excluding custom (named ponchos and custom apparel)

Please see our Returns
& Exchanges
policy and procedure for details.

Product care

How do I care for my hat?

Firstly have you purchased one of our hat brushes? They're a game changer. 

Otherwise use a soft bristle brush to lightly brush off any dust that has collected on your hat.

If your 100% wool wide or medium brim has been marked or stained you can use a fabric cleaner to gently remove the mark. Please follow the instructions on the packaging and ensure it can be used on 100% wool products. Test inside the hat first to be safe. 

Help! I'm covered in fluff from my poncho

This happens sometimes because of the extra cotton used in our warm, fluffy, absorbent towels. 

It's always a good idea to wash them first and throw them in the dryer on the airing setting to get rid of any excess cotton. You can also add white vinegar to the wash if you have some.

You can do this after you've worn it though of course. After a few washes all the excess 'fluff' should be gone.

Help! My hat has lost it's shape

If your wide brim has lost it's shape or been bent you can use a steamer to bring it back. 

Click the link below to a helpful video from our manufacturer. 

Watch Video

If your hat sits too high on your head you can use the steamer to soften the crown. Rub your knuckles on the inside to soften the wool.

Watch video

My hats too big, what do I do?

Firstly have you adjusted the sweatband? You'll find a velcro tab underneath the sweatband, pull this tighter and secure. 

You can then use your hands to press the sweatband to get the 'tighter' parts either front and back or on the sides. 

It takes a bit if fiddling to get it right but once you get it it shouldn't move.

If it's still too big check out our Refunds & Exchanges page for info on how to change the size.

I ordered a custom poncho

Awesome, how good does your name look?! 

Any plastic residue is water soluble so will come off with the first wash.

Get in touch

Have a question about your order, a general enquiry or a want to know something we haven't covered here?