Delivery and Refund Information
The name that will appear on your statement will be KAPA.
Spend over $50 and get free delivery in New Zealand!
Within New Zealand we use Post Haste Couriers. We aim to dispatch your order by the next working day and it usually takes 3 working days for delivery.
For overseas customers you will have the option of standard NZ Post International Air (not a tracked service, up to 12 working days) and NZ Post Courier (up to 10 working days). It is usually a little quicker to Australia.
Feel free to contact us if you have any specific delivery requests. We will do our best to accommodate! We do try to ensure orders are delivered within the delivery target period as advised by the courier companies. However, we do not guarantee delivery of orders within these delivery targets due to courier delays or unforseen circumstances.
If any goods arrive damaged, please contact KAPA within 24 hours of delivery. (+64) 03 451 1203 or email@example.com Monday – Friday 6am – 8pm.
Orders from outside New Zealand may be subject to duties and taxies, which are processed once your shipment reaches your country. Customs policies vary widely from country to country, so please check with your local customs office for further information. Kapa takes no responsibility for any extra customs charges or delays at your countries border.
We will do our best to make sure you are pleased with your purchase! If you are not completely satisfied or have changed your mind we have a 30 day no-questions-asked exchange policy with proof of purchase. This means you can swap for another item or a credit note, with some exceptions listed below.
Can't find your receipt? A bank statement will be fine. If you don't have that, get in touch and we'll do our best to track it down.
In some cases we can offer a refund if you have changed your mind about a purchase, please contact us on (+64) 03 451 1203 or firstname.lastname@example.org Monday – Friday 6am – 8pm to arrange this.
If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return the product must be unused, in a re-salable condition, with original, undamaged packaging and tags.
You will not be refunded for the return shipping or delivery charges unless we have sent you the incorrect item or it is faulty.
There are some exceptions to our no-questions-asked exchange policy, these items are non exchangeable and non refundable unless faulty:
- Gift Cards
- Consumables and Cosmetics
- Sale/Clearance items
Incorrect or Faulty Items
We apologise if you have received a product that is faulty, or you have received the wrong product! You are welcome to an exchange or refund. Please contact us on (+64) 03 451 1203 or email@example.com Monday – Friday 6am – 8pm to arrange this.
All purchases must be returned and inspected before any refund will be granted.
Once received back at KAPA, we'll process the refund and notify you via email. Your refund will be credited back to you in the next 1-5 days, depending on the payment method used to place your order.
If the item returned does not meet our Returns and Exchange Policy above your order will be sent back to you.
You will not be refunded for the shipping or delivery charges unless we have sent you the incorrect item or it is faulty.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded or exchanged.
If you want to return something someone has bought you as a gift online from KAPA and they marked the order as a gift and had it shipped to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the purchaser.
Shipping items back to Kapa
Please contact us on (+64) 03 451 1203 or email@example.com Monday – Friday 6am – 8pm to arrange a return. Our address is:
KAPA, Queenstown Airport. Sir Henry Wigley Drive, Queenstown, Otago, NZ 9300
You will be responsible for paying for your own shipping costs for returning your item unless the item is faulty. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
We advice using a trackable shipping service or purchasing shipping insurance if you are returning an item to us as we cannot process any refunds or exchanges unless we receive the item back in store.