Shipping & Returns Policy

Orders placed before 12 March 2026

Orders placed before 12 March 2026 were shipped via New Zealand Post Economy. Delivery to the USA takes approximately 2-4 weeks. If you are waiting on an order placed before this date, please allow up to 4 weeks for delivery. You can track your parcel using the tracking number provided in your shipping confirmation email.

Shipments from New Zealand to the United States are currently experiencing longer transit times due to reduced flight availability and ongoing global shipping disruptions. These factors are beyond our control and may affect delivery speeds.

Orders placed from 12 March 2026

We now ship with DHL Express for faster, more reliable international delivery.

Estimated Delivery Times

• Australia: 2-3 working days
• USA & Canada: 5 working days
• UK & Europe: 6-7 working days
• Singapore & SE Asia: 4 working days
• New Zealand: 1-3 working days

Shipping costs are calculated at checkout based on the weight of your order and your destination. For more detail on how shipping is calculated, see our Shipping Cost page.

A minimum order of $49.99 USD applies for all international shipments.

Order Processing

Orders are dispatched within 1-2 working days. Orders placed on New Zealand public holidays ship the next business day.

Delivery Delays & Lost Parcels

Estimated delivery times are provided by our carriers and are not guaranteed. Shipments from New Zealand to the United States are currently experiencing longer transit times due to reduced flight availability and ongoing global shipping disruptions. These factors are beyond our control and may affect delivery speeds even with express services.

Kiwi Kandy is not responsible for delays caused by customs processing, carrier disruptions, reduced air freight capacity, weather events, or other circumstances beyond our control.

If your parcel has not arrived within 15 working days of the estimated delivery window, please contact us at [email protected] and we will lodge an investigation with the carrier. The outcome of any investigation is determined by the carrier, not by Kiwi Kandy. We are unable to issue refunds or replacements until an investigation has been completed and the parcel is confirmed lost by the carrier.

If the carrier’s tracking shows a parcel as delivered, we are unable to issue a refund or replacement. Please ensure your delivery address is secure and that someone is available to receive your parcel.

Risk of Loss

Once your order has been handed to the carrier (DHL Express or NZ Post), risk of loss or damage passes to the shipping carrier. We will assist with carrier claims where possible, but Kiwi Kandy is not liable for loss or damage that occurs in transit.

Perishable Items & Weather

Some of our products, particularly chocolate, are sensitive to heat. We take every care packing your order, but we cannot accept responsibility for heat damage to chocolate or other perishable products during transit or after delivery. Please ensure your parcel is delivered to a safe, cool place during warm seasons. No refunds, replacements, or store credit will be issued for heat-damaged products.

Address Requirements

Please double-check your shipping address before completing your order. Your address must include:

• Complete postcode/zip code
• City and state/region
• Business name (for commercial addresses)
• Apartment/unit numbers

If a parcel is returned to us, undeliverable, or redirected due to an incorrect or incomplete address provided by the customer, no refund will be issued. If you would like the order re-shipped, this will be at your full expense.

Customs, Duties & Tariffs

International orders may be subject to customs duties, import taxes, and tariffs imposed by your country. These charges are the sole responsibility of the customer and are not included in our product prices or shipping costs.

• USA: A 15% tariff applies to all goods imported from New Zealand. Additional customs processing fees may apply.
• UK & Europe: VAT and import duty are likely on orders above local thresholds. These are collected by the carrier on delivery.
• Australia: Generally duty-free under NZ-AU trade agreements for most food products.
• Canada: Duties and GST/HST may apply.

For full details, see our Taxes, Customs Duties & Tariffs page.

Kiwi Kandy cannot predict the exact customs charges for your country. We are not responsible for any additional fees charged by customs or the carrier. No refunds will be issued for orders that are refused, unclaimed, returned, or destroyed due to unpaid duties or customs issues.

Prohibited Items by Country

Some countries restrict the import of certain food products (honey, dairy, meat-based products). It is the customer’s responsibility to check their country’s import restrictions before ordering. We cannot issue refunds for items seized or destroyed by customs due to import restrictions.

Damaged Goods

If your order arrives damaged during transit, please photograph the damage to both the packaging and the products and contact us within 7 days of delivery at [email protected]. Claims without photographic evidence cannot be processed.

We will assess each case individually and may offer store credit at our discretion. We do not offer cash refunds, replacements, or re-shipments for damaged goods. We cannot accept damage claims made after 7 days from the delivery date shown in carrier tracking.

Returns & Refunds

Due to the perishable nature of our products and the cost of international shipping, our returns policy is limited:

• Unopened and sealed products only: We can only consider returns for products that are unopened and in their original sealed packaging. Opened, partially consumed, or tampered products are not eligible for return under any circumstances.
• Return window: You must contact us within 14 days of delivery to request a return.
• Return shipping: All return shipping costs are the responsibility of the customer. We do not provide return labels or cover return postage.
• Refund amount: If a return is approved, we will issue store credit for the product value only. Original shipping costs are non-refundable.
• Cancellations: Full refund if your order has not yet been dispatched. Once an order has been handed to the carrier, it cannot be cancelled or refunded.

Refused & Unclaimed Deliveries

If a parcel is refused at delivery, goes unclaimed, or is returned to us for any reason — including unpaid duties, incorrect address, or failure to collect — no refund will be issued. The cost of international return shipping, combined with the perishable nature of our products, makes returns uneconomical.

Order Modifications

Orders can be modified or cancelled only if they have not yet been dispatched. Once an order has been handed to the carrier, it cannot be modified, cancelled, or refunded. Contact us as soon as possible at [email protected].

Product Availability

All products are subject to availability. If an item in your order is out of stock, we will contact you to offer a substitute or a partial refund for the unavailable item. We reserve the right to limit order quantities.

Contact Us

If you have any questions about shipping or returns, please contact us at [email protected] before placing your order.