FAQ

Delivery

  • How long is my order processing time?

    We aim to process and ship your order as quickly as possible (within 2-3 days after the payment is cleared), however, processing times may increase occasionally when there is especially heavy demand and around holiday dates.

  • What are shipping terms on a purchase order within New Zealand?

    For all New Zealand orders 1-5 days are estimated for delivery. 

    All orders are posted Monday - Friday. We do not ship orders over the Weekend and Public Holidays.

  • How long does it take for Australian orders to be delivered?

    For all Australian orders 5-10 days are estimated for delivery.

    However, for some areas it might take up to 20 working days or more - please allow for this when making your purchase.

    All orders are posted Monday - Friday. We do not ship orders over the Weekend and Public Holidays.

Warranty & Returns

  • What is the return and exchange policy?

    1. We only accept returns within 7 days of receipt of all items. If ordered within 7 days item(s) may be returned for store credit.

    2. Items MUST be new, unopened, and in their original packaging (undamaged).

    If upon inspection the item is not found to be in the original condition the buyer will be required to pay for return postage costs and the item will be sent back at the buyer's expense.

    3. Customer pays return shipping on all returns unless otherwise instructed by Kiwi Shop Online LTD.

    4. Non-faulty Products returned/Orders cancelled will require Goods Return Authority, must be in re-saleable condition, and will be subject to a minimum 20% restocking fee.

    5. Original shipping charges are not refundable and customer pays return shipping.

    6. Orders over 7 days and products which have been used/installed are non-returnable. We do not take any responsibilities if item is not suitable for your particular case. Some items may required skills how to use or install, in this case you might need refer to professionals when applicable.

    7. If item is faulty it will be either repaired or replaced.

    8. Electrical items are non-returnable. 

    9. We do not provide a refund for the change of mind.

    10. If an item you have purchased is not suitable and you wish to exchange for a different model, you will need to send the original item back to us and purchase the correct model from our store, then we will issue a refund. There are going to be 2 separate transactions.

    11. The Buyer must check the item(s) upon delivery and report any transit damage or faults by email within 24hrs of receiving the item. Kiwi Shop Online reserves the right to refuse courier claims that are made after this time frame. Please inspect the goods prior to signing for them as if goods are signed for ‘in good order’ we are not able to make a claim with the courier.

    12. Contact must be made directly with Kiwi Shop Online for approval prior to returning goods under warranty, reference number will be required as proof of purchase. Photos, videos or other forms of fault evidence may also be requested from the Buyer.

    13. Kiwi Shop Online will replace or repair the product where possible and Refunds will only be offered where a replacement of a similar model is not available. Original courier charges are non-refundable. Refunds will not be considered after the item has been used, if the buyer simply changes their mind or if the item is not “what you expected.''

    14. Products must be returned with all accessories including their original packing materials, cartons and boxes.

    15. The Buyer has the responsibility and expense of sending back any faulty product to Kiwi Shop Online. Kiwi Shop Online is liable for sending the repaired item or replacement back to the Buyer, except in the case that the returned item is tested and found not faulty or not in the same condition that the buyer reported. In which case, the buyer will be required to pay for return postage costs and the item will be sent back at the buyer's expense.

    16. Warranties are not transferable and valid in New Zealand only.

    Return address:

    Kiwi Shop Online

    PO Box 40554

    Glenfield

    Auckland 0747

    Postage costs:

    Postage costs for returning items will be at your own expense.

Customer Service

  • What are sales terms and conditions?

    We ship goods with Overnight Courier across New Zealand. Orders may take 1-2 business days to process before it's shipped.

    Rural deliveries will take longer in some areas

    Transit times do not include Public Holidays

    Deliveries are only made on business days, not weekends.

    Orders are delivered using courier and require a signature upon delivery so they can be tracked, courier and non-signature option is also available for some products. We only deliver to residential or business addresses. If you order goods with signature delivery, please ensure you have your order delivered to an address where someone is available to sign for it. A Card To Call might be left if your parcel needed a signature and you were unavailable to sign, we couldn’t gain access to your delivery address, or we didn’t feel it was safe to leave it. This card details when the delivery was attempted, the item number and what you need to do to have the items re-delivered. 

  • Customer Service

    All emails and questions will be answered between our working hours 0900 to 1700 (GMT+12:00) from Monday to Friday.

    We try and respond to emails as soon as possible however due to the high volume of emails our reply may take up to 2-3 working days. We endeavour to reply to all emails, in the event that you have not received a response within 3 working days please check your junk box, spam & pop-up filters.

    PRICING ERRORS

    Although we do our best to ensure prices stated in our store are accurate, errors can occur from time to time. Where a pricing error occurs (subject to applicable law that cannot be excluded), we will not be bound by the incorrect pricing stated, and reserve the right to cancel your purchase.