FAQ
Frequently Asked Questions (FAQ)
1. Where do you ship to?
We ship Australia-wide to all major centers and some rural and remote areas. For international shipments, please contact us for further details.
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2. What payment methods do you accept?
Online: We accept credit cards, debit cards, and Afterpay for online purchases. All online transactions are processed securely through Shopify's encrypted payment system to ensure your data is protected.
In-store: We accept credit cards, debit cards, and cash for in-store purchases. Electronic payments are processed securely.
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3. How long will it take for my order to arrive?
Express Shipping: 1-3 business days to major centers.
Standard Shipping: 3-8 business days to major centers.
Delivery times to rural and remote areas may vary.
Orders are dispatched within 24 hours of receiving your order, unless stated otherwise. Shipping timeframes are provided by third-party couriers and are estimates.
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4. What does Pre-order, Special Order, and Online Only mean?
Pre-order: This refers to items that are currently out of stock but are expecting arrival in our Australian warehouse. Pre-order items are typically available for purchase in advance, and we provide estimated arrival dates based on third-party shipping.
Special Order: These are products that are either custom-made or require a longer lead time due to restocking or manufacturing processes. Special orders generally take around 3 to 5 weeks to arrive, but the time can vary depending on the product and shipping factors.
Online Only: These are products that may have a slight delay in shipping or for in store collection, usually 24 to 48 hours, but in some cases, up to 5 days. These items are only available for purchase online and rely on third-party shipping, so the delivery times may vary.
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5. How do I track my order?
Once your order is dispatched, you will receive an email with tracking details. For updates, please contact the courier directly.
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6. Can I change my delivery address after ordering?
We can update your delivery address only if the order has not been shipped yet. If your order has already shipped, you will need to coordinate with the courier directly.
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7. What should I do if my package is missing or damaged?
If your package is marked as delivered but is missing or damaged, please contact the courier directly. Once the package is handed over to the courier, we are not responsible for any issues that occur during transit.
If the item is damaged or defective not caused by the courier, please contact us immediately at info@nzkw.com.au with your order number and description of the issue.
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8. What is your return policy?
You have 14 days from receiving your item to return it. Items must be unused, in their original packaging, and in resellable condition. To initiate a return, please contact us with your order number, item details, photos, and a clear explanation of the reason for the return.
Please note: We do not accept returns for change of mind.
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9. How do I return an item?
To return an item, please email info@nzkw.com.au with your order details. Once the return is approved, package the item securely in its original packaging, including all accessories and documentation.
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10. How do refunds work?
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. Approved refunds will be processed to your original payment method within 7-10 business days.
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11. Do I have to pay for return shipping?
Customers are responsible for return shipping costs unless the return is due to our error (e.g., damaged or faulty items).
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12. Are there any items I cannot return?
Certain items, such as custom products, perishable goods, or safety-related items, are exempt from returns or refunds. Please check the product details for more information.
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13. What is your warranty policy?
Yes, many of our products come with a manufacturer's warranty. Please refer to the specific product page for warranty details or contact us for more information.
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14. How can I contact customer service?
For any inquiries, please email our customer service team at info@nzkw.com.au. We are happy to assist you with your order, returns, or any questions you may have.