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Help & FAQs

 

HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?
Please allow up to three business days for Kiwi Shop to dispatch your order under normal conditions. Orders generally arrive within 1-15 business days from dispatch. Tracking details are provided by email from the carrier, normally on the day your order is dispatched. If your order has not arrived within 15 business days from dispatch date and you need help following it up, please contact us by reply email or using the Online Enquiry form.

HOW MUCH IS DELIVERY?
Delivery costs are based on size, weight and delivery address, and are automatically calculated once you have added a product to your shopping cart. You can find the delivery cost on Your Shopping Cart page.

I NEED MY ORDER BY THIS FRIDAY!?
Please consider carefully before ordering as Kiwi Shop cannot guarantee the delivery day or period of any order. Please allow dispatch of up to 3 business days plus delivery time.

DO YOU SEND ORDERS INTERNATIONALLY?
Kiwi Shop sends to home and business addresses within Australia. Kiwi Shop does not send orders internationally.

CAN I PAY MORE FOR DELIVERY AND HAVE MY ORDER ARRIVE QUICKER?
No, unfortunately Kiwi Shop does not offer an express shipping option.

WHY CAN’T ARAMEX DELIVER TO P.O BOXES OR PARCEL LOCKERS?
Aramex Couriers can only deliver to a physical address in their network that their courier can access. Aramex is a separate delivery company to Australia Post and do not have access to parcel lockers or P.O boxes.

WHY DOES MY CREDIT CARD NOT WORK ON YOUR STORE?
Kiwi Shop accepts payment by PayPal and Visa & Mastercard credit cards. We recommend you contact your financial institution if you are having problems processing your credit card through our online store. Please also consider that bank servers can experience occasional interruptions.

I’M NOT SURE IF MY PAYMENT WENT THROUGH, WHAT DO I DO?
Please check your bank account for a debit of the sale amount before attempting to process another order. In instances of accidental double orders or payments, we will contact you.

ARE THE PRODUCTS IN STOCK READY TO BE SHIPPED?
Yes, we hold stock for our online store so that once you order, we can begin processing it immediately. If you require a larger quantity then what is currently available, please contact us before you order to see if we can increase stock amounts online. For further details please see the Product Availability section in our Terms and Conditions.

CAN I CHANGE MY ORDER ONCE IT HAS BEEN PROCESSED?
No, once your order has been paid for it cannot be changed.

CAN I RETURN AN ITEM?
Please see the Returns Policy to see if your item qualifies for a return request.

WHY CAN’T I ORDER FROZEN GOODS AND OTHER PERISHABLE ITEMS ONLINE?
Kiwi Shop cannot send perishable goods as all orders are sent by a delivery service which is not refrigerated. Products such as this can be purchased in store at our locations on the Gold Coast and Eagleby.

DO YOU HAVE ANY GREENSTONE?
Yes, New Zealand Greenstone/Pounamu is available in store at our locations on the Gold Coast and Eagleby. It is not currently available online.

CAN KIWI SHOP GET MEAT AND GRAIN PRODUCTS OR FRESH FRUIT AND VEGETABLES FROM NEW ZEALAND?
Kiwi Shop cannot stock some of these products because of Australian Quarantine importing laws. Products unavailable can include cuts of beef, pork or chicken, flours, products containing eggs, cereal grains, nuts and some spices.

DOES KIWI SHOP SELL NZ ALCOHOL?
No. Due to Queensland Legislation, Kiwi Shop cannot get a license to sell alcohol.

WHY CAN’T I FIND SOME OF MY FAVORITE NZ GOODIES?
Over our years in business, we have observed that manufacturers discontinue their products, even if those products have been around for a long time and are considered iconic. If you think your product might have been discontinued, please contact the manufacturer with your query.

MORE QUESTIONS?

Place an online enquiry using our Contact Form