Frequently Asked Questions
Find answers to common questions about our products, orders, delivery and care. If you need further assistance, please contact us at hello@albaweave.co.nz.
FAQ 01
Orders & Delivery
Where does Alba Weave deliver?
We currently deliver throughout New Zealand. International delivery is not available at this time.
How much does delivery cost?
North Island
- Flat-rate delivery: $6
- Flat-rate rural delivery: $15
South Island
- Flat-rate delivery: $9
- Flat-rate rural delivery: $18
The applicable delivery charge is based on the delivery address and will be displayed at checkout.
How long will my order take to arrive?
Orders are usually prepared and dispatched within 1–2 business days. Once dispatched, estimated delivery timeframes are:
- North Island: 1–3 business days
- North Island rural: 3–5 business days
- South Island: 3–5 business days
- South Island rural: 3–5 business days
Orders placed on weekends or public holidays will be processed on the next business day.
For more information visit our Shipping & Delivery page.
How can I track my order?
Once your order has been dispatched, you will receive a confirmation email containing your tracking details.
Can I change or cancel my order?
Please contact us as soon as possible at hello@albaweave.co.nz. We will do our best to assist, although changes or cancellations cannot be guaranteed once an order has been processed or dispatched.
FAQ 02
Products & Care
Are the product colours shown online accurate?
We make every effort to represent our products and colours as accurately as possible. However, colours may vary slightly due to lighting, photography and individual screen settings.
Natural fibres may also display subtle variations in colour, texture and finish. These characteristics are part of their natural beauty and are not considered faults.
What materials are your products made from?
Our products are made with thoughtfully selected, quality materials. Please check each product listing for specific material details.
How do I care for my Alba Weave pieces?
Care requirements vary between mulberry silk, peace silk, linen, hemp-rich fabrics and organic cotton. Please follow the care instructions provided with your product and explore our Natural Fibre Care Guide for more detailed guidance.
How should I store my products?
Store your pieces in a cool, dry place away from direct sunlight. Keep them clean and fully dry before storing.
What’s the difference between 22 and 25 momme silk?
Momme is a traditional measurement of the weight of silk fabric. Our 22 momme mulberry silk has a smooth, lightweight feel, while 25 momme silk is weightier and more substantial. Both offer the softness, lustre and luxurious feel associated with high-quality mulberry silk.
For a more detailed comparison, explore our Journal article, 22 Momme vs 25 Momme Silk: What Does Momme Really Mean?
FAQ 03
Packaging & Gifting
How will my order be packaged?
Pillowcases and eye masks are presented in complimentary Alba Weave boxes. Other pieces and gift sets are thoughtfully presented in suitable boxes or pouches.
Packaging is carefully selected to suit and protect the contents of each order, so presentation may vary slightly.
Are Alba Weave products suitable for gifting?
Yes. Our Gifting collection has been thoughtfully curated for effortless giving. Selected gift sets are beautifully presented in an Alba Weave gift box, while individual product pages specify the packaging included with each piece.
Do you offer gift cards?
Yes. Alba Weave digital gift cards are available for those who would prefer to let the recipient choose their own piece. Gift cards are delivered electronically, and no physical card is sent.
Can promotional codes be used on gift cards?
Promotional offers and discount codes do not apply to the purchase of gift cards unless otherwise stated.
FAQ 04
Returns & Contact
What is your returns policy?
Eligible items may be returned within 14 days of delivery. Items must be unused, unworn and unwashed, with their original tags, pouches and gift packaging included. Gift sets must be returned complete. For hygiene reasons, pillowcases, eye masks and scrunchies must be completely unused.
Clearance or Seconds items, gift cards, personalised or specially ordered products, and items that have been used, altered or returned without their original tags cannot be returned.
Returns must be approved and arranged in advance by emailing hello@albaweave.co.nz. For change-of-mind returns, return courier costs will be deducted from your refund, and original delivery charges are not refundable.
Approved refunds are issued to the original payment method after inspection and may take 5–10 business days to appear.
Can I exchange an item?
Eligible items may be exchanged within 14 days of delivery, subject to availability. Items must be unused, unworn and unwashed, with their original tags, pouches and gift packaging included. Gift sets must be returned complete.
Exchanges must be approved and arranged in advance by emailing hello@albaweave.co.nz. Return courier costs must be paid before collection is arranged. Any price difference and applicable delivery charge for the replacement item must also be paid before it is sent.
The replacement will be sent once the original item has been received and inspected. If your preferred replacement is unavailable, you may choose another eligible item or request a refund.
Contact us
Please complete the form on our Contact page or email us at hello@albaweave.co.nz. We usually respond within 1–2 business days.
What if my item is faulty, damaged or incorrect?
Please contact hello@albaweave.co.nz promptly with your order number, a description of the issue and clear photographs of the item and any relevant packaging.
We will assess the issue and provide an appropriate repair, replacement or refund in accordance with the New Zealand Consumer Guarantees Act 1993. Alba Weave will cover reasonable courier costs for items confirmed as faulty, damaged or incorrectly supplied.
Your rights relating to faulty items are not limited to the 14-day change-of-mind period.
Please review our Returns & Refunds Policy for full details.