Contact Us
We'd love to hear from you. We're online only, so there's no shop to visit — send us a message and we'll get back to you within 48 hours.
Native Possum NZ Limited
NZBN: 9429053411129
Mailing Address: 35 Tomika Crescent, Papamoa Beach,
Papamoa 3118, New Zealand
Email: service@nativepossum.nz
Common questions
How can I contact Native Possum?
You can contact Native Possum by emailing service@nativepossum.nz. We respond to all enquiries within 1–2 business days. This includes help with orders, sizing advice, product questions, shipping queries, and returns support.
How quickly does Native Possum respond to enquiries?
Most enquiries are answered within 1–2 business days. During peak periods such as seasonal launches or holidays, responses may take slightly longer, but all messages are reviewed and responded to in order.
Can I get help choosing the right size before ordering?
Yes. We provide pre-purchase sizing guidance to help customers choose correctly the first time. You can contact us with your measurements, preferred fit, and product of interest, and we will recommend the most suitable size based on brand-specific fit differences.
Can I get product recommendations before buying?
Yes. We can help with product selection based on intended use, climate, fibre preference, or gifting needs. This includes comparisons across possum merino, merino wool, and alpaca knitwear, as well as guidance on warmth, weight, and layering suitability.
Is Native Possum a real New Zealand company?
Yes. Native Possum is a fully Māori-owned sustainable knitwear retailer based in Tauranga, New Zealand. We operate as a digital-first business and work directly with New Zealand makers to curate possum merino and natural fibre knitwear.
Can I speak to someone directly before placing an order?
All customer support is handled via email. This allows us to provide considered responses, including sizing comparisons, product guidance, and order support. We aim to give the same level of service you would expect from in-person consultation.
Do you help with international orders and shipping questions?
Yes. We assist with international shipping questions including delivery timeframes, customs and duties, currency selection, and tracking. We ship worldwide from New Zealand with tracked delivery and provide clear guidance for each destination.
What should I include when contacting support?
Including your order number (if applicable), product name, and clear details of your question helps us respond faster. For sizing queries, including height, weight, and preferred fit style improves accuracy of recommendations.
Can you help after I place an order?
Yes. We provide support for order changes where possible before dispatch, as well as assistance with tracking, delivery issues, exchanges, returns, and product concerns after purchase.
Is support available for gifting or corporate orders?
Yes. We can assist with gifting enquiries including product selection, sizing guidance for recipients, and bulk or corporate orders. We help tailor recommendations based on budget, timing, and recipient needs.
