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KiwiKandy

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Terms & Conditions

Last updated: 16 August 2026

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

kiwikandy.com is operated by Obsessed ASF Ltd, trading as KiwiKandy, from Auckland, New Zealand.

1. Pricing & Payments

Prices are shown in the currency you shop in. We support NZD, AUD, USD, CAD, GBP, EUR and JPY, and you are charged in the currency shown at checkout. 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

Overseas orders ship from Auckland, New Zealand via DHL Express with full door-to-door tracking. Orders delivered within New Zealand are carried by NZ Post.

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 carrier estimates and are not guaranteed. Customs processing may add 1–3 business days.

Tracking

A tracking number is emailed to you when your parcel is collected. DHL parcels can be tracked 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 KiwiKandy
  • 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, KiwiKandy 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. Parcels travel unrefrigerated during transit.

Once your order has been dispatched, KiwiKandy 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.

KiwiKandy 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, use our contact form 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 the carrier 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 the carrier, contact us with your order number. We will lodge a trace 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, KiwiKandy 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.

We do not list products we are unable to dispatch from New Zealand. Import rules differ by destination and change without notice, so checking what may lawfully be brought into your country remains your responsibility as the importer of record.

8. Order Cancellations & Changes

If you need to cancel or change your order, use our contact form 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. Kiwi Koins

Kiwi Koins are our rewards programme. Paid orders earn Koins on the treats in the order, and Koins come off the treats in a later order. The current earn and redemption rates are shown in your account.

  • An account is required to earn and spend Koins.
  • Koins never expire.
  • Koins apply to treats, never to shipping.
  • Koins have no cash value and cannot be transferred, sold or exchanged for money.
  • If an order is cancelled or refunded, the Koins it earned are reversed.
  • Bonus Koins (for example for signing up, reviewing a treat you bought, or referring a friend) are offered at our discretion, and referrals are reviewed for abuse. We may withhold or reverse Koins obtained through fraud or misuse of the programme.
  • We may adjust the programme's rates and bonuses. The rates in force when you place an order apply to that order.

10. Limitation of Liability

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

KiwiKandy is not liable for:

  • Delays caused by carriers, 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

11. Privacy

How we collect, use and share personal information, including analytics, advertising measurement and marketing email, is set out in our Privacy Policy.

Order and delivery details are shared with our carriers (DHL Express, and NZ Post for New Zealand orders) for customs clearance and delivery, and payments are processed by Stripe.

12. 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.

13. 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

For questions about these terms, use our contact form.