Frequently Asked Questions (FAQs)
How do I place an order?
Making a purchase with Mud Mates is easy:
order online at www.mudmates.co.nz by clicking on Shop, via email (zn.oc1544806489.seta1544806489mdum@1544806489anala1544806489) or phone 02102 333 860.
What does it mean if a product is listed as ‘available on backorder’?
If your preferred size and colour combination states ‘available on backorder’ this means we do not have it in stock. But no worries, we can make to order for you (or for kid’s sunglasses we will organise for your chosen size and colour to be shipped to you direct from our supplier). Simply click ‘add to cart’ and complete your purchase as normal.
We will get your product made for you as soon as possible. Please allow approximately 7-10 days for backorders. If you require your product urgently please contact us as we’d love to help!
Please also feel free to contact us for an accurate delivery date on 02102 333 860.
How do I know what size to buy?
Mud Mates garments are designed to be a generous fit so they can be worn over clothes for all seasons without restricting your child’s movement. Generally, the size corresponding to your child’s age will be the correct fit. If your child’s birthday is approaching, you may wish to purchase the next size up to ensure a lengthy lifetime.
For garment measurements please refer to our Size Guide.
For kid’s sunglasses please refer to the measurements near the bottom of the product page.
What payment methods do you accept?
We currently accept the following payment methods:
- Online bank transfer
- Credit Card (Visa or Mastercard)
What is Laybuy and how does it work?
Laybuy lets you receive your online purchase now and spread the total cost over 6 weekly automatic payments. Interest Free.
Purchasing with Laybuy is simple:
- At checkout, select ‘Laybuy’ as your payment method
- New customers will be taken to the Laybuy website to register and complete their purchase, while returning customers can simply sign in.
- Your order is processed immediately (our normal turnaround times apply)
- Your payment schedule will be created and only a sixth of your order is due today, the rest is split over the remaining five weeks.
There is no MINIMUM SPEND on our website.
Laybuy is only available to our New Zealand customers.
Laybuy is a service independent to Mud Mates therefore your payment obligations are with Laybuy and the account you establish with them. If you have any questions regarding your future payments please contact Laybuy directly as we are unable to assist. If you fail to make a payment, a default fee of $10 may be charged. Additional failure to make payments will result in further charges being applied to your account. These fees may be incurred for each payment that is late. For full terms and conditions please visit the Laybuy website.
How much is postage?
Shipping within New Zealand is via courier at a flat rate of NZ$5.95 nationwide for up to 5 items, including rural delivery. (Sorry, no PO Boxes). 6 or more items is NZ$8.95.
This is a tracked service which requires a signature on delivery, this means you need to be home to sign for your parcel and if you are not home, you will need to rearrange delivery with the relevant courier company. If you would prefer your parcel to be sent non-signature required, please write ‘NO SIGNATURE REQUIRED’ in the ‘order notes’ section at checkout. (Please note this is at your own risk).
International orders are welcome, but please note all prices are in $NZ.
We offer the following international shipping options:
1) International Air: $10.95 (3-10 working days, un-tracked service at your own risk)
2) International Courier: $30.95 (2-6 working days, tracked, signature required)
United Kingdom, Canada and United States
1) International Air: $17.95 (3-10 working days, un-tracked service at your own risk)
2) International Courier: $53.95 (2-6 working days, tracked, signature required)
If you would like your order shipped to another country we are happy to do so. Please contact us before placing your order for a personalised shipping quote.
When will I receive my order?
You should receive your order within 4 working days from when your payment clears (for NZ deliveries). We will let you know via email if there is going to be a delay.
International orders will be dispatched within 1-2 working days following payment in cleared funds. Delivery time will depend on your location and your shipping choice.
Can I pick up my order?
Yes, you are very welcome to pick up your order. We are located in Greenmeadows, Napier. Please contact us if you wish to pick your order up but please note we are not a retail outlet.
Can I return an item?
In the rare case an item purchased from us is faulty or incorrect on receipt please contact us immediately to arrange an exchange or refund. Products must be returned with all original packaging within 14 days with Proof of Purchase and must not have been worn.
Mud Mates is not responsible if you change your mind about your order, the product is no longer required or for incorrect size choice (please refer to our Size Guide prior to ordering). If you have any queries about colours or sizing before purchase, please contact us – it pays to “measure twice – buy once”.
In these situations we are not obliged to offer a refund, however in most instances we can offer an exchange. Unfortunately, we are unable to provide a refund or exchange for personalised products or custom made products e.g. Fitted Tablecloths. Please contact us before you send any goods back. Products must be returned within 14 days with Proof of Purchase and must be in its original brand new condition. Return postage is at the customer’s expense and for exchanges, additional postage is charged.
If you have any questions regarding our returns policy please do not hesitate to contact us, we will be more than happy to help.
How does the Mud Mates Loyalty Rewards Programme work?
See full details here.
How should I clean and care for my Mud Mates garment?
It is important that you follow the recommended care instructions below carefully in order to get the longest life out of your garment.
For muddy or dirty garments a shake and/or wipe with a damp cloth will usually be enough to clean them. After painting, rinse off paint in cold water as soon as you can (before it dries if at all possible). Hang your garment to dry and ensure that it is aired between uses to prevent mildew from developing.
Our garments are machine washable but this should only be done occasionally as the waterproof qualities of the fabric can break down over time. Generally a cold rinse and a delicate spin will be sufficient, however if it is absolutely necessary to wash your garment please follow the washing instructions below.
Close all fasteners (zips, snaps or velcro).
Use minimal washing power (or none at all) and avoid strong detergents, fabric conditioners/softeners, commercial stain removers or bleach.
Machine wash – cold, delicate wash with a gentle spin, or alternatively, hand wash.
Hang your garment to drip dry away from direct sunlight.
Do not tumble dry, iron or dry clean your garment.
Are your products waterproof?
Our Coveralls, Overpants and Shoe Covers are made from a water-resistant and water-repellent fabric that is waterproof to 600mm/24 hours. This is a 100% polyester fabric (PVC free) with a polyurethane (PU) coating on the inside and a 3M Scotchguard water-repellent coating on the outside. The fabric is soft and lightweight yet hard-wearing which means the garments are comfortable and easy to wear without restricting your littlies movement.
These garments are water-resistant and water-repellent and are perfect for keeping your child clean and dry while playing in the sandpit, at the playground, on the farm, at daycare etc. They also provide good protection in light rain showers (are great for puddle jumping!) and make good windbreakers (ideal for trips on the back of mum or dad’s bike).
From April 2018, we are replacing our fabric with a waterproof fabric (waterproof to 1000mm/24 hours). This is a 100% polyester fabric with a polyurethane (PU) coating on the inside. This will be rolled out as we sell out of our current stock.
Our garments are not seam-sealed and therefore not guaranteed 100% waterproof after prolonged water exposure.
Mud Mates Craft Aprons are made from a water-resistant, PVC-free, 100% nylon fabric. This showerproof fabric has a polyurethane (PU) coating and a 600mm/24 hours waterproof rating (which is a reasonable amount of rain). Again, this fabric is lightweight (yet durable) and comfortable to wear so it is perfect for arts and crafts, messy play, water play, baking and even eating.
What should my child wear under their Mud Mates?
When dressing your child, please consider the number of layers and type of fabric of the clothes they are wearing under their Mud Mates. Active children will naturally sweat to cool their bodies and the clothing they are wearing under their Mud Mates can become damp with sweat. By having your child wear clothing with natural fibers such as merino or cotton, you reduce the chance of this happening.
Do you offer a discount for bulk orders?
Yes we do! We supply many ECE centres including daycares, kindergartens and playcentres and are happy to offer a discount to organisations for bulk orders. Please take a look at our ECE page for further details or contact us to discuss.