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Effective Date: 26 September 2026
This official shipping policy is published by KITCHEN THINGS NZ LIMITED, the operator of our kitchen textiles e-commerce website www.kitchenthingsnz.com, to clearly outline all terms, timelines, fees and service rules that apply to every order placed on our platform. It is crafted to deliver full transparency to all our customers, and aligned with all New Zealand local consumer protection regulations and postal service operation standards. If you have any questions, adjustments or urgent enquiries about your shipment at any time, you can reach our dedicated logistics support team directly via email at synte@kitchenthingsnz.com, phone at +64 9 525 1199, or send physical correspondence to our registered business address at 390C Church Street, Penrose, Auckland 1061, New Zealand.
1. Order Processing & Dispatch Timeline
All paid orders placed on our website will go through a standard verification and preparation process before they are dispatched from our Auckland warehouse. Our team operates processing hours from 9:00 AM to 5:00 PM NZ Standard Time, Monday to Friday, excluding national public holidays observed across New Zealand.
- All orders that are successfully paid and confirmed before 2:00 PM on a working day will be scheduled for packing and dispatch on the very same day.
- Orders placed after 2:00 PM on a working day, or placed during weekends and public holidays, will be processed and dispatched on the next following full working day.
- Before dispatch, every single kitchen textile product in your order, from dish rags, place mats, to oven mitts and tablecloths, will go through a double quality check to confirm no manufacturing defects or transport damage risks exist, ensuring you receive only items that match the quality standards we guarantee for our brand.
Under rare circumstances where your selected product is facing temporary stock replenishment delays that extend our processing timeline, our customer support team will send you a notification email within 24 hours after you place the order, clearly informing you of the expected extended dispatch date, and offer you the option to adjust your order or request to wait for restock freely.
2. Domestic New Zealand Shipping Services
We cooperate exclusively with New Zealand’s trusted, nationally tracked courier partners to deliver your orders to every accessible address across the country, and we offer two flexible domestic shipping tiers for you to select during the checkout process:
- Standard Domestic Shipping: This cost-effective service applies to all valid New Zealand delivery addresses, with a fixed flat rate of NZD 4.99 per order. For all major urban areas including Auckland, Wellington, Christchurch, Hamilton and Dunedin, the expected delivery timeline is 2 to 3 working days counting from the dispatch date. For remote rural areas, the estimated delivery time will be 3 to 5 working days, with no additional remote surcharge applied.
- Express Domestic Shipping: If you need your kitchen textile essentials in a shorter timeframe, you can select this priority service, which has a flat rate of NZD 9.99. All express orders are marked as top-priority for both our warehouse packing team and the courier, and guaranteed to be delivered within 1 working day for all major urban zones across New Zealand.
For all orders with a total cart value of NZD 69 or above after all discounts are applied, we offer completely free standard domestic shipping nationwide, with no minimum quantity requirement added. Every domestic shipment comes with a full public tracking number, which will be automatically sent to your registered email as soon as your order is dispatched, allowing you to monitor the real-time status of your parcel on the courier’s official tracking page at any time.
3. International Shipping Terms
Currently, we support international shipping services to all destinations across Australia, and all Pacific Island nations that are covered by our partnered courier networks. International shipping fees are calculated dynamically based on the total weight of your ordered items and the destination country, with the exact final amount automatically displayed and confirmed for you on the checkout page before you complete your payment.
The estimated delivery timeline for Australian destinations is 3 to 7 working days after dispatch, while for Pacific Island destinations the expected delivery window is 5 to 10 working days. Please note that all international shipments may be subject to local import duties, customs clearance fees, or value-added tax charges that are imposed by the destination country’s government authorities. These additional charges are the sole responsibility of the customer receiving the parcel, and we do not collect or cover these fees at the time you place your order. We highly recommend you check your local import policy terms before placing an international order to avoid unexpected extra costs.
4. Shipment Modifications & Delivery Issues
If you need to adjust your designated shipping address, switch between different shipping service tiers, or modify other delivery preferences after you submit your order but before it is dispatched from our warehouse, you can contact our support team immediately, and we will make the requested adjustments for you completely free of charge. Once your parcel has been handed over to the courier partner for transit, address modification requests will not be accepted, to avoid interruptions that may cause parcel loss or delivery delays.
In the event that your tracking information shows your parcel is marked as successfully delivered but you did not receive the package at your address, please contact our support team within 7 calendar days after the marked delivery date. We will open an official investigation case with the courier on your behalf, and coordinate to resolve the issue for you with maximum efficiency. If the courier confirms the parcel is irretrievably lost during transit, we will arrange for a brand new full replacement of all items in your original order, or issue corresponding store credit of equal value to your original order amount for you to reselect products on our website. We do not offer pure monetary refunds for confirmed lost parcels, in alignment with our published refund and returns policy.
5. Parcel Refused & Return To Sender
If you refuse to sign for the parcel without pre-notifying our support team in advance, or the parcel is returned to our warehouse due to you providing an incorrect, incomplete delivery address, or no one is available to receive the parcel after the courier attempts delivery for 3 consecutive times, you will be responsible for covering the full return shipping cost incurred when the parcel comes back to our facility. After we receive and inspect the returned unopened items, we will process equal-valued store credit to your user account, minus the actual return shipping fee that we paid to the courier.