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Terms & Conditions

These terms and conditions apply to all orders placed through kiwikandy.com. By placing an order, you agree to these terms.

Kiwi Kandy is operated from Auckland, New Zealand.

1. Pricing & Payments

All prices are listed in New Zealand Dollars (NZD) unless otherwise stated. The final price including shipping is shown at checkout before you confirm your order.

We accept payment via:

  • Stripe (all major credit and debit cards)
  • Apple Pay
  • Google Pay

Payment is processed at the time of purchase. All transactions are secure and encrypted.

2. Shipping & Delivery

All orders ship from Auckland, New Zealand via DHL Express with full door-to-door tracking.

Dispatch

Orders are dispatched within 1–2 business days of payment. Orders placed on weekends or New Zealand public holidays ship the next business day.

Estimated Delivery Times

  • New Zealand: 1–3 business days
  • Australia: 1–3 business days
  • Asia: 2–5 business days
  • USA, Canada & Mexico: 3–5 business days
  • UK & Europe: 4–6 business days
  • Rest of World: 5–10 business days

These are DHL Express estimates and are not guaranteed. Customs processing may add 1–3 business days.

Tracking

A DHL tracking number is emailed to you when your parcel is collected. You can track your order at dhl.com/tracking.

3. Customs Duties, Taxes & Tariffs

When your order crosses an international border, your country’s government may charge customs duties, import taxes or tariffs. These charges are:

  • Not set by Kiwi Kandy
  • Not included in our product prices or shipping costs
  • The responsibility of the customer (the importer of record)

DHL handles customs clearance at the destination. If duties or taxes apply, DHL will contact you with the amount owed. Payment must be made to DHL before your parcel can be released for delivery.

Refused or Unclaimed Parcels

If you refuse to pay customs duties or fail to collect your parcel, resulting in it being returned or destroyed by customs, Kiwi Kandy will not issue a refund. Return shipping costs (if applicable) are the customer’s responsibility.

Customs Declarations

All shipments are declared at their true retail value as required by law. We will not under-declare values or mark parcels as gifts to reduce customs charges. Requests to do so will be declined.

4. Heat-Sensitive Products

Chocolate and some confectionery products are heat-sensitive. DHL Express parcels travel unrefrigerated during transit.

Once your order has been dispatched, Kiwi Kandy cannot control transit or destination temperatures. If you are ordering to a warm climate, please be aware that chocolate may arrive partially or fully melted.

Kiwi Kandy does not offer refunds, replacements or credits for chocolate or confectionery that has melted during transit. By placing an order containing heat-sensitive products, you accept this risk.

We recommend ordering chocolate during cooler months if you live in a warm climate.

5. Returns & Refunds

Damaged or Incorrect Orders

If your order arrives damaged (other than heat-related melting) or contains incorrect items, email [email protected] within 7 days of delivery with:

  • Your order number
  • Photos of the packaging and affected items
  • A description of the issue

We will work with DHL to investigate and, where appropriate, offer a replacement or refund.

Missing Parcels

If your tracking shows no movement for 7 or more business days, or your parcel is confirmed lost by DHL, contact us with your order number. We will lodge a trace with DHL and resolve the issue.

Change of Mind

Due to the perishable nature of food products and the cost of international return shipping, we do not accept returns for change of mind. All sales are final once dispatched.

Seized or Destroyed by Customs

If your parcel is seized, held or destroyed by customs authorities due to unpaid duties, restricted items at the destination, or incomplete documentation, Kiwi Kandy is not liable and no refund will be issued.

6. Product Information

We make every effort to ensure product descriptions, images and weights are accurate. However, manufacturers may change packaging, ingredients or product sizes without notice.

Allergens

Many of our products contain or may contain common allergens including milk, soy, gluten, nuts and eggs. Please check individual product pages for ingredient information. If you have a severe allergy, contact us before ordering.

Shelf Life

All products are shipped well within their best-before date. Due to the nature of international shipping, we cannot guarantee a specific remaining shelf life on arrival.

7. Restricted Items

The following cannot be shipped internationally:

  • Pure honey — restricted by import laws in most countries
  • Alcohol-containing products
  • Products requiring refrigeration

Honey as an ingredient in other products (e.g. chocolate) is permitted. Everything listed in our shop is cleared for international shipping.

8. Order Cancellations & Changes

If you need to cancel or change your order, email [email protected] as soon as possible. If the order has not yet been dispatched, we can update or cancel it and issue a full refund.

Once an order has been dispatched, it cannot be cancelled, changed or redirected.

9. Limitation of Liability

To the maximum extent permitted by law, Kiwi Kandy’s liability for any order is limited to the total amount paid for that order (product price plus shipping).

Kiwi Kandy is not liable for:

  • Delays caused by DHL, customs authorities or events outside our control
  • Customs duties, taxes or tariffs charged by destination governments
  • Heat damage to chocolate or confectionery during transit
  • Parcels refused, unclaimed or destroyed due to unpaid duties
  • Parcels seized by customs due to destination import restrictions

10. Privacy

Your personal information is used solely to process and deliver your order. We do not sell or share your data with third parties except as necessary to fulfil your order (e.g. DHL for shipping, Stripe for payment processing).

Order and shipping data is shared with DHL Express for customs clearance and delivery purposes.

11. Governing Law

These terms are governed by the laws of New Zealand. Any disputes will be resolved under New Zealand jurisdiction.

New Zealand consumer protection laws, including the Consumer Guarantees Act 1993 and the Fair Trading Act 1986, apply to orders placed by New Zealand residents.

12. Changes to These Terms

We may update these terms from time to time. The current version always applies to new orders placed after the update.

Contact

Questions about these terms? Email [email protected].