FAQ
PLEASE NOTE OUR STORE IS ONLINE ONLY, BUT WE OFFER FREE COLLECTION OF YOUR ORDERS IN BRASSALL, IPSWICH, QLD.
PRODUCTS AND CANDY
Are your products authentic New Zealand candy? Yes — we specialise in authentic New Zealand lollies, chocolate, and sweets imported directly from New Zealand. All products are genuine Kiwi favourites.
Do your products contain allergens? Some products may contain allergens such as dairy, soy, gluten, or nuts. Please check individual product descriptions and packaging for ingredient information before purchasing. If you have severe allergies, contact us before ordering.
Are your products fresh? Yes. We carefully source and rotate stock to ensure all candy is fresh and within expiry dates.
Why does NZ candy taste different? New Zealand confectionery often uses higher-quality dairy, unique flavour combinations, and traditional recipes — giving it a richer, creamier taste compared to many mass-produced sweets.
Can I choose specific lollies in a mix or platter? Some products offer custom selections or upgrades. Where available, you will see customisation options on the product page.
INGREDIENTS AND DIETARY INFORMATION
Are your products authentic New Zealand candy? Yes — we specialise in authentic New Zealand lollies, chocolate, and sweets imported directly from New Zealand. All products are genuine Kiwi favourites.
Do your products contain allergens? Some products may contain allergens such as dairy, soy, gluten, or nuts. Please check individual product descriptions and packaging for ingredient information before purchasing. If you have severe allergies, contact us before ordering.
Are your products fresh? Yes. We carefully source and rotate stock to ensure all candy is fresh and within expiry dates.
Why does NZ candy taste different? New Zealand confectionery often uses higher-quality dairy, unique flavour combinations, and traditional recipes — giving it a richer, creamier taste compared to many mass-produced sweets.
Can I choose specific lollies in a mix or platter? Some products offer custom selections or upgrades. Where available, you will see customisation options on the product page.
INGREDIENTS AND DIETARY INFORMATION
All single products have their ingredients listed on the individual item's page. These ingredients are taken directly from the packaging supplied and maybe subject to change. We transfer the information from packages but are not liable for errors made on the products packaging.
ORDERS
How do I place an order? Simply browse our store, add items to your cart, and proceed to checkout. You will receive an order confirmation email once your purchase is complete.
Can I change or cancel my order? We process orders quickly, so changes or cancellations may not always be possible. Please contact us immediately if you need assistance.
What payment methods do you accept? We accept secure payments via:
How do I place an order? Simply browse our store, add items to your cart, and proceed to checkout. You will receive an order confirmation email once your purchase is complete.
Can I change or cancel my order? We process orders quickly, so changes or cancellations may not always be possible. Please contact us immediately if you need assistance.
What payment methods do you accept? We accept secure payments via:
- Credit and debit cards
- Shopify Payments
- Other payment methods are shown at checkout.
- Shopify Payments
- Other payment methods are shown at checkout.
SHIPPING
Where do you ship? We ship Australia-wide, including metro and regional areas.
How long does delivery take? Delivery times vary by location:
Standard shipping: 2–3 business days (metro), 3–10 days (regional)
Express shipping: 1–3 business days (metro)
Processing time (1–3 business days) is separate from delivery time.
How much does shipping cost? Fixed shipping costs apply to each order. Free shipping promotions may apply to qualifying orders over $120. Shipping starts at just $9.95 for orders under 1.6kg.
Do you provide tracking? Yes — once your order is dispatched, you will receive a tracking number via email.
What if my parcel is delayed or lost? Delivery delays can occasionally occur due to courier issues. If your parcel appears lost, contact us, and we will help investigate with the courier.
Where do you ship? We ship Australia-wide, including metro and regional areas.
How long does delivery take? Delivery times vary by location:
Standard shipping: 2–3 business days (metro), 3–10 days (regional)
Express shipping: 1–3 business days (metro)
Processing time (1–3 business days) is separate from delivery time.
How much does shipping cost? Fixed shipping costs apply to each order. Free shipping promotions may apply to qualifying orders over $120. Shipping starts at just $9.95 for orders under 1.6kg.
Do you provide tracking? Yes — once your order is dispatched, you will receive a tracking number via email.
What if my parcel is delayed or lost? Delivery delays can occasionally occur due to courier issues. If your parcel appears lost, contact us, and we will help investigate with the courier.
HEAT AND PRODUCT CARE
Will chocolate melt during shipping? Some products may soften or melt during warm weather. We pack orders carefully, but temperature conditions during transit are outside our control. By placing an order, you accept this risk. We recommend:
Will chocolate melt during shipping? Some products may soften or melt during warm weather. We pack orders carefully, but temperature conditions during transit are outside our control. By placing an order, you accept this risk. We recommend:
- Free local pick up
- Choosing express shipping during hot weather
- Tracking your parcel
- Bringing deliveries indoors promptly.
Refunds or replacements are not provided for heat-related changes.
- Choosing express shipping during hot weather
- Tracking your parcel
- Bringing deliveries indoors promptly.
Refunds or replacements are not provided for heat-related changes.
RETURNS AND REFUNDS
Do you accept returns? Due to food safety regulations, we do not accept returns for change of mind, taste preferences, or opened products.
What if my order is damaged or incorrect? If your order arrives damaged or incorrect, contact us within 48 hours of delivery with photos and your order number. We will review and assist.
Do you accept returns? Due to food safety regulations, we do not accept returns for change of mind, taste preferences, or opened products.
What if my order is damaged or incorrect? If your order arrives damaged or incorrect, contact us within 48 hours of delivery with photos and your order number. We will review and assist.
CANDY PLATTERS / GIFT ORDERS
Are candy platters gift-ready? Yes — our candy platters are beautifully presented and ready for gifting or events. Platters and Gift Boxes are currently Local Pick-up only, in Ipswich, Qld.
DO YOU HAVE GLUTEN FREE LOLLIES?
Are candy platters gift-ready? Yes — our candy platters are beautifully presented and ready for gifting or events. Platters and Gift Boxes are currently Local Pick-up only, in Ipswich, Qld.
DO YOU HAVE GLUTEN FREE LOLLIES?
Yes - While some of our lollies may be labelled as gluten free, please be aware they are handled and packed in an environment where gluten-containing products are also present. As a result, we cannot guarantee they are completely free from traces of gluten. If you have a severe allergy or intolerance, we recommend exercising caution.
DELIVERY ISSUES
What happens if I enter the wrong address? Customers are responsible for providing accurate shipping details. If a parcel is returned due to an incorrect address, additional shipping charges may apply.
What if my parcel is stolen after delivery? Kiwi Candy is not responsible for parcels once delivery has been confirmed. Please ensure a safe delivery location.
What happens if I enter the wrong address? Customers are responsible for providing accurate shipping details. If a parcel is returned due to an incorrect address, additional shipping charges may apply.
What if my parcel is stolen after delivery? Kiwi Candy is not responsible for parcels once delivery has been confirmed. Please ensure a safe delivery location.
CONTACT US
If your question is not answered here, please contact our team:
Email: info@kiwicandy.com.au
We aim to respond within 1–2 business days.
If your question is not answered here, please contact our team:
Email: info@kiwicandy.com.au
We aim to respond within 1–2 business days.