SHIPPING POLICY
SHIPPING COSTS
Regular Shipping: $9.99 Australia-wide
Express Shipping: $13.99 Australia-wide
Free Shipping on orders over $150.
Regular Shipping with Extra Packaging Protection: $14.99 Australia wide.
FREE LOCAL PICK-UP
Free local pick-up is available from Brassall, Ipswich by appointment.
Simply select the "Pick Up" option at checkout. We will notify you when your order is ready and arrange a suitable collection time.
Local Pick-Up is the best option for customers wishing to avoid transit-related risks, particularly for chocolate products, gift items, and larger orders.
PROCESSING TIMES
Orders are generally processed within 1–2 business days, subject to stock availability.
Orders placed on weekends or public holidays will be processed on the next business day.
During busy periods, including sales, holidays, and promotional events, processing times may be slightly longer.
Once your order has been dispatched, you will receive a confirmation email containing tracking information.
SHIPPING OVERVIEW
Kiwi Candy proudly ships authentic New Zealand confectionery Australia-wide.
We carefully pack all orders to help ensure products arrive in the best possible condition. Orders are shipped using trusted delivery partners, including Australia Post.
While we take every reasonable care when packaging orders, shipping conditions and parcel handling are outside our direct control once a parcel has been dispatched.
DELIVERY TIMEFRAMES
Delivery times are estimates only and commence once your order has been dispatched.
Typical delivery timeframes are:
- Metro Areas: 2–5 business days
- Regional Areas: 3–10 business days
- Remote Areas: Additional delivery time may apply.
Delivery timeframes may vary due to carrier delays, weather events, peak periods, public holidays, or circumstances outside our control.
PRODUCT SUITABILITY & TRANSIT RISKS
Some products sold by Kiwi Candy are naturally more susceptible to damage during transit than others. This may include chocolate products, confectionery with delicate coatings, gift boxes, soft lollies, and other items that may be affected by handling, compression, temperature fluctuations, or extended transit times.
When placing an order, Customers should consider:
- Their location
- Seasonal weather conditions
- Expected transit times
- The nature of the products being purchased
Customers concerned about potential transit-related damage are encouraged to:
- Purchase Protective Packaging at checkout
- Select Express Shipping
- Choose Free Local Pick-Up where available
- Monitor tracking information regularly
- Bring parcels indoors promptly after delivery.
While we take great care in packing all orders, minor cosmetic changes, softening, breakage, or other transit-related damage may occasionally occur despite our best efforts, and are product dependent.
PROTECTIVE PACKAGING
For additional protection during transit, customers may purchase Protective Packaging at checkout. Protective Packaging is designed to provide some additional protection against handling impacts, eg compression during transit, to the best of our ability.
The purchase of Protective Packaging does not affect any rights you may have under Australian Consumer Law, or guarantee of no damage to products during Transit - a Claim may be lodged with Australia Post however.
ORDER TRACKING
Once your order has been shipped, you will receive a tracking number via email.
If you have not received tracking information within 3 business days of placing your order, please contact us.
INCORRECT SHIPPING DETAILS
Customers are responsible for ensuring that all shipping information provided at checkout is accurate and complete.
Kiwi Candy is not responsible for:
- Orders delivered to incorrectly supplied addresses
- Delivery delays resulting from incorrect customer information
- Additional shipping costs incurred to resend returned parcels.
Where an order is returned to us due to incorrect address details, additional shipping charges may apply before the parcel can be resent.
DAMAGED OR MISSING ITEMS
If your order arrives damaged, incomplete, or incorrect, please contact us immediately. Please include:
- Your order number
- A description of the issue
- Clear photographs of the products and packaging where applicable.
Claims will be assessed on a case-by-case basis in accordance with Australian Consumer Law and any applicable carrier claims processes. If a return is required before a refund can be processed, the goods must be returned to Kiwi Candy. Return shipping costs will be handled in accordance with Australian Consumer Law and the circumstances of the claim.
CONTACT US
If you have any questions regarding shipping or your order, please contact us:
Email: info@kiwicandy.com.au
We aim to respond to all enquiries within 1–2 business days.