Frequently Asked Questions

Got questions? We've got answers.

Shipping & Delivery

How much does shipping cost?

Shipping to the North Island is $7.50 NZD. Shipping to the South Island is $12.50 NZD. Free shipping on all orders over $100 NZD.

How long will my order take to arrive?

We ship all orders within 1–3 business days. Standard delivery takes 3–7 business days depending on where you are in New Zealand. You'll receive a tracking link as soon as your order is on its way.

Do you ship outside of New Zealand?

At the moment we ship within New Zealand only. We hope to offer international shipping in the future — stay tuned.

Returns & Exchanges

What if something arrives damaged or isn't right?

Email us at hello@mali.nz within 48 hours of receiving your order with your order number and a clear photo of the issue. We'll review your request and get back to you to work out the best resolution — this could be an exchange, refund, or another outcome depending on the situation.

Do you accept change-of-mind returns?

We handle things case by case. If you've changed your mind, reach out to us at hello@mali.nz and we'll do our best to help.

Why does my product look slightly different from the photos?

Every Mali piece is handmade by skilled artisans in Sri Lanka. Slight variations in colour and texture are a natural part of the handcrafting process — they're not faults, they're what makes your piece one of a kind.

About Mali & Our Products

Where are Mali products made?

Our products are handcrafted in Sri Lanka by skilled artisans at Barefoot — a celebrated Sri Lankan design house with over 60 years of handweaving tradition. Every piece is made by hand, in small workshops, using traditional techniques passed down across generations.

What is Barefoot?

Barefoot is a Sri Lankan design house founded in the 1960s by artist Barbara Sansoni. It's one of Sri Lanka's most beloved cultural institutions — known for its handwoven textiles, natural dyes, and the artisan communities it has supported for over six decades. Mali is the only dedicated New Zealand retailer of Barefoot products.

Are your products ethically made?

Yes. Barefoot has operated with a commitment to fair pay and artisan welfare since its founding in the 1960s. Their dye plant is environmentally certified, and their products are made in small village workshops — never factories. When you buy from Mali, you're supporting that tradition directly.

Orders & Payment

How do I track my order?

Once your order has been dispatched, you'll receive a tracking link via email. If you haven't received it within 3 business days of ordering, check your spam folder or contact us at hello@mali.nz.

Can I change or cancel my order?

If you need to make a change, contact us at hello@mali.nz as soon as possible. We'll do our best to help, but we can't guarantee changes once an order has been dispatched.

What payment methods do you accept?

We accept all major credit and debit cards, as well as other payment options available at checkout.

Contact

How do I get in touch?

You can reach us at hello@mali.nz — we're a small team and aim to respond within 1–2 business days.

Still have questions?

We'd love to hear from you. Get in touch and we'll get back to you as soon as we can.

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