Frequently Asked Questions
Orders, Shipping & Tracking
Shipping Options in NZ
Within NZ
We use Go Sweet Spot and their delivery services take around 1-3 working days with NZ Post. All purchases will be sent within the working week Monday-Friday only. We do not deliver Weekends or on Public Holidays. We will endeavour to get your purchases to you as outlined above but sometimes there may be a slight delay which can be out of our hands. Purchases will all be tracked and non signature and you will receive an email with all your tracking and shipping information. If you would like your package delivered to you faster – please contact us and we can let you know some options.
Rural Delivery NZ
We deliver rural and there is an option within NZ to select rural delivery. If your address is rural please select this option. If this is not selected we will hold your package and contact you with Kaus bank account details until the extra money for delivery has been deposited into the Kaus account.
Most of all – please ensure you put your correct address. It is vital that this information is correct as we do not take responsibility for wrong addresses given as this is an automated system directly writing the label as you have inputed the information.
Postage Bags
We at Kaus have decided to go with GoSweet Spot for our courier services as they now provide fully recyclable bags - this is very exciting! We at Kaus really had an issue with how much plastic we were using in the environment using other companies and their bags which are plastic and non-recyclable. Please recycle these bags - they can either be Reused, Composted, or last resort, if you throw them into the rubbish bin it will take around two years to decompose in a landfill. Think about what you do with this bag as it's our future in our hands.
Shipping Options Internationally
International Post
We now send to Australia, the South Pacific and the Rest of the World YAY! With sending to these countries we have opted to use Go Sweet Spot which uses New Zealand Post Internationally. This has two options. International Air Post - This is non tracked and takes around 3-10 working days, or International Courier - This is tracked and takes around 2-6 working days. All the delivery times as stated above are not guaranteed so please bare with us if it takes a little longer. Pricing is subject to change and where you are in the world. This is confirmed in the checkout process. If you need any help please contact us and we will be sure to figure something out for you!
Most of all – please ensure you put your correct address. It is vital that this information is correct as we do not take responsibility for wrong addresses given as this is an automated system directly writing the label as you have inputed the information.
Returns, Refunds & Exchanges
How do I return a hat?
Kaus endeavour to supply you with a great, quality product but if for some reason we have missed something, our returns policy is as follows.
Please contact us with your enquiry within 7 days of receiving the garment. If there is a manufacturing fault with your Kaus hat, your rights are covered under the Consumers Guarantees Act 1993. We are happy to exchange your fabulous Kaus hat for a different size (as long as stock is available), just send back to us in new condition with all the labels intact, unworn or damaged within 7 days from your original purchase date with your proof of purchase.
Please ensure when you try on the hats when you first receive them that you put a cover over your head to protect the hat ie a large scarf, piece of fabric or shower cap. There has been alot of hats being returned as of late in a worn condition in which I cannot refund if there is hair or skin on the hats.
Please remember to contact us first! We like to keep you smiling and happy with your Kaus purchase.
Can I exchange a hat?
Kaus endeavour to supply you with a great, quality product but if for some reason you would like to exchange a hat we are more than happy to do so.
This will only be to the same value of the previous hat purchased and if this is less than your original hat, we will refund you to a bank account of your choice or can put back onto the card you first purchased with.
Please ensure when you try on the hats when you first receive them that you put a cover over your head to protect the hat ie a large scarf, piece of fabric or shower cap. We cannot exchange soiled hats or hats previously worn.
Can I exchange a gift?
Yes of course you can! As long as we have the order details - we are more than happy to exchange your gift someone lovingly sent you - please see our can I exchange a hat drop down previously.
How long will it take until I get a refund?
Once you have emailed us requesting a refund, we will do this process straight away.
If we are waiting on a hat to be returned to us, we will do this once we have received the hat.
In NZ we can send you a refund via the card you used for your order or to a bank account of your choice.
Internationally, this will be refunded to your card used to purchase the order.
Products & Fits
Our Hat Fits
We at Kaus have had a lot of experience over the years in the fashion industry and we know that fit is impeccable to something looking great. When a hat is sewn it needs to be sewn properly so that not even a 1cm is taken off the hat otherwise this can create the fit to be too small or too big if too much is left on it. Variations are much more noticeable on a hat so we have perfected our patterns to ensure that these work and if the hat is a little smaller or bigger than average – we make sure we state this in our fit size for transparency.
We personally design and make 80% of the hats ourselves or with skilled people who we make sure have the art down to sew our beautiful hats. We ensure the quality is up to standard and we ensure that the threads are not going to pop and will stay stretchy.
Most of hats we have designed to have built in stretch or the ability to stretch if they are woven. This allows them to fit most sized heads. Most women have an average size head ranging from around 53cm-55cm. If it states that it will fit most, this means it will stretch and can fit most heads even outside the range above. But if we think the hat specifically will only fit a certain size head, we will state this to ensure you can choose a different purchase.
Caring for your hat
We at Kaus have made sure that most of our hats are durable and going to last. Most of our headwear can be handwashed in cold water with a mild detergent. It is best to use a natural non irritating soap or detergent for this, as detergents or soaps with the nasties in them can be irritating to your skin as it becomes sensitive to the chemotherapy.
If the hat has sequins or is embellished, take extra care when hand-washing as sequins or beads could fall off easily if washed to vigorously.
You can lightly steam the hats if you need to get a wrinkle out of them but these are usually stretched out when put on the head.
Scarves can be ironed with a light to moderate heat ensuring not to burn these as this can happen easily if the iron gets too hot. If you have a few hairs or dust on your hat – this can easily be removed with a lint roller or some tape wrapped around your fingers to get this off.
Look after your hat and you will be able to wear this for a long time.
Our Hat Products
All of our hats are lovingly designed in New Zealand with love and effort. We try to make most of our lovely hats in NZ but some of them are made in China. We only do short runs of each fabric to ensure that we keep up to date with trends and to ensure not too many people have the same hat as you! Our hats are mainly one size fits most, unless specified, but we can do one offs to your measurements if you require. We love working to your needs!
How do I purchase a gift card?
We now have an online gift card service. This means you can purchase a gift card and email it directly to your loved one so they have the freedom to choose what they like.
How it works
By purchasing this digital gift card, our system creates a unique code. This is emailed to the recipient or yourself (you can choose). The gift card recipient can then enter this code at the checkout, to subtract the gift card value from their order total. The full amount of the gift card can only be used at one time, not across partial orders.
This gift card never expires.
Payment, Sweet Louise & Ministry of Health Subsidy
How can I pay for my hats?
We use secure payment options with Shopify for all our purchasing. If you do not have a credit card and wish to direct credit or use internet banking straight into our bank account (sorry only for New Zealand customers), please contact us and we can send you an invoice. This is most like using TradeMe, once you have deposited the amount the order is purchased for, into our account, we will send the goods, easy as that!.
We are also Ministry of Health approved. Please see under our page Claim Your Subsidy This will give you $408.80 towards purchasing hats with us and other providers.
We are also approved with Sweet Louise. You will be given gift vouchers which you can use to purchase hats from us. Please email us the amount of the voucher, the code given and thats it - we can use this to pay for your hats.
Receipts
We have now decided to be a bit more eco friendly and will be saving the trees by no longer printing invoices or receipts. We will send them via email instead. If you need to print these out - you can do this yourself via a printer.
How do I use my Sweet Louise Vouchers?
Kaus is now a Service Provider for Sweet Louise, a charitable organisation providing therapies, services and support to New Zealand women and men living with Secondary Breast Cancer. Kaus provides one of many services offered to Sweet Louise members to help improve their well being and quality of life. To find out more about Sweet Louise and how you can benefit from them, please visit their website www.sweetlouise.co.nz
If you would like to purchase hats from us with your Sweet Louise vouchers, please email us with the hats you would like to purchase with your voucher amounts and code and the address you would like your hats sent to and we can go from there. Easy as that!
How can I use my MOH subsidy?
1. Confirming Details & Forms
Firstly we need to check your documents and details with Te Whatu Ora (Ministry Of Health) to check your subsidy value that you have available to you.
Secondly, we require two pieces of paper from you:
- The Ministry of Health Hair Loss Subsidy Claim Form signed and filled in by you. You can download and print this out Here.
- A Medical Certificate signed from your doctor/nurse – sometimes this has a sticker on it.
We require that these are scanned/emailed to us. These need to be clear and show all the details on the forms that you have personally filled in and signed.
When filling out the form - please ensure to add the appropriate amount of shipping included in the final amount we are using for the subsidy, otherwise you will need to resend this.
Please email these filled in forms and your permission for me to check your subsidy balance to kerrin@kaushats.co.nz
Any subsequent orders will not be processed until the initial claim is processed by the MOH which is 20 working days.
2. Add Hats to Cart
Add your hats to the cart or you can email me directly and send me a list of the hats you are after. We have provided a non payment option which allows you to save your hats until we receive your documents. Please select the Bank Deposit & MOH payment option.
Once the two above processes are done we will send you your hats – easy peasy.
Please email me here should you have any other questions.
For more information on the Wigs and Hairpiece Subsidy, visit here.
