Shipping & Returns Policy

Global Shipping & Costs

At Kiwi Kandy, we love sending our Kiwi treats all over the world! We partner with New Zealand Post to ship our Kiwi treats all over the world. They work with trusted local carriers in your country to ensure a safe and reliable delivery. Your total shipping cost is calculated and clearly displayed in your cart during the checkout process.

Estimated Delivery Times

Below are our estimated delivery times for major destinations. Please note that deliveries to regional areas, or delays due to customs processing, may extend these timeframes.

• Australia: 3 – 10 working days
• USA : 3 – 10  working days
• New Zealand (Nationwide): 1 – 3 working days

A Note on Warm Weather & Perishable Items

We take great care to pack every order securely, but we can’t control the weather! If you’re ordering during a hot season, please be aware that heat-sensitive items (especially chocolate) can be affected if left outside for long periods. Please arrange for your parcel to be delivered to a safe, cool place.

Order Processing Time

We aim to dispatch all orders within 1-2 working days. If you place an order on a New Zealand public holiday, it will be dispatched on the next business day. In the unlikely event of a significant delay, we will contact you directly and give you the option of a full refund.

Getting Your Address Right

To ensure a smooth delivery, please double-check that your shipping address is complete and correct. Most countries require a postcode/zip code, city, and state/region.

• Business Addresses: Please include the business name.
• Apartments/Units: Please include your specific apartment or unit number.

Incorrect or incomplete addresses can result in delays or the parcel being returned to us.

Customs, Duties, and Taxes

Your Responsibility as the Importer

When you order goods from another country, you become the importer. This means you are responsible for complying with the import laws and regulations of your country. Kiwi Kandy cannot be held responsible for items seized or destroyed by local customs authorities. No refunds can be provided in these situations.

Will I have to pay import duties or taxes?

While the majority of our shipments arrive without any extra charges, some international orders may be subject to local import duties and taxes upon arrival. These charges are determined by your country’s customs office. Customers in the UK, Canada, and Europe are more likely to have duties applied. These charges are not included in your purchase or shipping cost from Kiwi Kandy. If applicable, you will be responsible for paying them to the carrier to release your order.

Returns & Refunds

Our Return Policy

If you need to return an item, please ensure we receive it back within 30 days of you receiving your order.

• Incorrect Item: If we’ve made a mistake and sent you the wrong item, we sincerely apologize! We will ship the correct item to you at our own cost.
• Returned Parcels: If your order is returned to us because of an incorrect address or because it was not collected from the post office, we will issue a refund for the products, minus the original shipping and handling fee.

Cancelling Your Order

If you need to cancel an order, please contact us at [email protected] as soon as possible. As long as your order has not yet been processed for shipping, we can cancel it and provide a full refund.

Missing Parcels

If your order has not arrived within the estimated delivery timeframe, please contact us immediately at [email protected]. We will investigate with the courier and guide you through the process on a case-by-case basis.