Help & FAQ's
How long will it take for my order to arrive?
Please keep in mind, your order may not leave on the day you placed it. Our orders generally arrive within 1-10 business days from dispatch. Tracking details are provided by email, generally on the day your order is dispatched. If your order has not arrived within 10 business days from when it was dispatched, you need to contact us by reply email or using the Online Enquiry form (including your order number). For an indication of delivery periods across Australia please see Payment & Delivery, Delivery Time.
HOW much is delivery?
The shopping cart automatically calculates delivery costs once you add products to your cart. Delivery costs can be found on Your Shopping Cart page once you have added an item to your cart.
I need my order by this Friday!?
Unfortunately Kiwi Shop cannot guarantee the delivery day or period of any order, under any circumstances. Frequently, orders are placed online without allowing enough handling and delivery time. Please consider carefully before ordering, as our services may not be suitable for your needs at this time. For an indication of delivery periods across Australia please see Payment & Delivery, Delivery Time.
DO YOU SEND ORDERS INTERNATIONALLY?
Kiwi Shop sends to home and business addresses within Australia. Kiwi Shop does not send orders overseas.
Can i pay more for delivery and have my order arrive quicker?
No, unfortunately this option is not available as Fastway Couriers do not have an express delivery system. For their typical delivery times please see Payment & Delivery, Delivery Time.
WHY CAN'T YOU DELIVER TO P.O bOXES OR PARCEL LOCKERS?
We use Fastway Couriers for all our deliveries. They cannot deliver to these types of addresses.
wHY DOES My Credit card not work on YOUR STORE?
We recommend you contact your relevant financial institution if you are having problems processing your credit card through our online store.
i'm not sure if my payment went through, what do i do?
Please check your account for a debit of the sale amount before attempting to process another order.
Are the products in stock and ready to be shipped?
Yes, we hold stock for our online store so that once you order, we can begin processing it immediately. For further details please see 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.
Why can’t I order frozen goods and other perishables online?
Kiwi Shop cannot send perishable goods as all orders are sent by a 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?
Your Kiwi Shop cannot stock some of these products because of Australian Quarantine laws. Such products can include cuts of beef, pork or chicken, and also flour, products containing eggs, cereal grains, nuts and some spices.
does kiwi shop sell 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?
The following products have been discontinued by the manufacturer. Please contact the manufacturer for more details.
- ALLENS Oddfellows Smokers, Oddfellows Spearmint
- CADBURY/PASCALL Toasties, Mini Fish, Spearmint Leaves, Blackberries and Raspberries, Snifters, Tangy Fruit Tubs and Sparklers
- WHITTAKER'S Kiwifruit Chocolate