Terms of Service

Overview

These Terms of Service govern your use of the Nikki Kate Headwear website and the purchase of products and services from us. By placing an order or booking a consultation, you agree to these terms.

Nikki Kate Headwear is operated by Nikki Kate Harrison and Sandy Pascoe, based in Invercargill, New Zealand. We are a New Zealand business and these terms are governed by New Zealand law.

Placing an order

An order is confirmed once you have:

• Agreed on the product, fabric, colour, and any custom specifications with us
• Provided your head measurements (or had them taken during a consultation)
• Made payment in full (or an agreed deposit where applicable)
• Received written confirmation from us that your order has been accepted

We reserve the right to decline an order at our discretion - for example if we are unable to source a requested fabric. In such cases, any payment received will be refunded in full.

If you wish to make changes to your order after confirmation, please contact us as soon as possible. We will do our best to accommodate changes before work has begun, but once cutting and sewing has started we may not be able to alter the order.

Measurements and fit

Because every item is made to your exact head measurements, it is your responsibility to provide accurate measurements - or to ensure your measurements are taken correctly during an in-home consultation.

We provide clear guidance on how to measure your head correctly. If you are unsure, we strongly encourage you to get in touch before ordering so we can work out the best approach for you.

If an item does not fit correctly due to an error on our part, we will remake it at no cost to you.

Payment

Payment is required in full before we begin making your order. We will provide an invoice with payment details once your order is confirmed.

We currently accept payment by bank transfer to our New Zealand bank account. Payment details will be included on your invoice.

Prices are in New Zealand dollars (NZD) and include GST where applicable. Prices are subject to change, but the price confirmed at the time of your order will be honoured.

Delivery and lead times

Please allow up to 4 weeks from the date of order confirmation and payment for your item to be completed and dispatched. This lead time accounts for our current order queue and the time required to make each item from scratch.

We will notify you when your order is complete and ready to dispatch. In many cases orders are completed sooner - we will be in touch if that happens.

Delivery is via New Zealand Post or courier to your nominated address. Delivery timeframes once dispatched are estimated and not guaranteed. We are not responsible for delays caused by the delivery carrier.

• Delivery costs will be confirmed at the time of ordering
• Risk of loss passes to you once the item is handed to the delivery carrier
• We recommend providing a delivery address where someone will be available to receive the parcel

For customers in Invercargill and surrounds, local delivery or collection may be available - please ask us when ordering.

Returns and exchanges

Because every item is custom-made to your measurements, we are unable to accept returns or exchanges once an item has been shipped, except in the circumstances described below.

We will offer a remedy (remake, repair, or refund at our discretion) if:

• The item has a manufacturing defect or fault
• The item does not match the specifications confirmed in your order
• The item was made to incorrect measurements due to an error on our part

Please inspect your order as soon as you receive it and contact us within 7 days if you believe there is a fault or error. We will work with you to resolve the issue promptly.

Your rights under the New Zealand Consumer Guarantees Act 1993 are not affected by this policy. If goods are not of acceptable quality, we will provide a remedy as required by law.

For full details, please read our Returns Policy.

NZ hair loss subsidy

We are happy to assist customers who may be eligible for the New Zealand government hair loss subsidy. However, please note the following:

• We cannot guarantee your eligibility for any government subsidy - eligibility is determined by the relevant government agency, not by us
• We provide assistance and guidance with the subsidy application process as a courtesy service
• If your subsidy application is declined, you remain responsible for full payment of your order
• Subsidy amounts and eligibility criteria are set by the government and may change - we recommend confirming your eligibility before placing your order

If you have questions about the subsidy process, please contact us - we are very familiar with it and happy to help.

Consultations

In-home consultations are offered as a complimentary service in Invercargill and surrounding areas. Travel further afield may incur a small fuel charge, which will be confirmed in advance.

Consultations are provided in good faith to help you find the right product for your needs. Advice given during a consultation is based on our personal experience and knowledge of hair loss. Nikki Kate Headwear is a non-clinical support service - we are not providing medical advice, and our guidance is not a substitute for advice from a qualified medical professional.

We ask that you give us reasonable notice (at least 24 hours where possible) if you need to cancel or reschedule a consultation. Where we have incurred travel costs for a consultation that is cancelled without adequate notice, we reserve the right to recover those costs.

Limitation of liability

To the fullest extent permitted by New Zealand law, Nikki Kate Headwear's liability to you for any claim arising from the purchase of our products or services is limited to the amount you paid for the relevant product or service.

We are not liable for any indirect, consequential, or special loss or damage. Nothing in these terms limits your rights under the New Zealand Consumer Guarantees Act 1993 or the Fair Trading Act 1986.

Our website and its content are provided in good faith. We do not warrant that the website will be error-free or uninterrupted, and we are not responsible for any loss arising from your use of or reliance on website content.

Questions or concerns

If you have any questions about these terms, or wish to raise a concern about an order, please contact us directly. We would always rather resolve something directly than have an unhappy customer.

These terms may be updated from time to time. The date at the top of this page shows when they were last revised. Continued use of our website or services following any changes constitutes acceptance of the updated terms.

These terms are governed by the laws of New Zealand. Any disputes will be subject to the jurisdiction of the New Zealand courts.