Kinwi connects Kiwis wanting to buy and sell unique handcrafted and natural items. Our sellers create and/or design special one-of-a-kind items, or curate natural products, Kiwiana, and craft supplies. Support your kindred Kiwis!
Kinwi is an online marketplace featuring independent sellers who run their own individual stores. Kinwi provides the platform and does not hold physical inventory. Each seller manages their own store and products, and sets their own store policies. By shopping here, you are directly supporting independent Kiwi makers!
All items in our marketplace must be handmade, natural, Kiwiana collectibles (including music, movies, and books), or craft supplies. In addition, all listings and sellers must be located within New Zealand.
We are an online marketplace only, offering a 24/7 shopping experience and the opportunity to purchase farmers’ market favourites and artisan goods from anywhere across our beautiful country.
No, you are welcome to check out as a guest. However, we’re sure you’ll be back to explore new creations from clever Kiwis! Creating an account saves your details for a faster checkout next time, and allows you to log in to check your order status, seller messages, and parcel tracking.
Due to the rise in fraudulent selling on other platforms in New Zealand, we have restricted our payment options to credit/debit card transactions via ‘Stripe.’ This gives a measure of security for a buyer, as they know a vendor’s identity and address has been verified. Accepted card payment methods are Visa, Mastercard, Diners Club & Amex.
Yes. We use Stripe as our payment gateway. Stripe uses sophisticated security and encryption features to prevent fraud and is fully PCI-DSS compliant. Stripe is certified to PCI Service Provider Level 1—the most stringent level of security certification available in the payments industry.
You can contact a seller directly on the listing page of an item using the “? Ask a Question” button located above the store name. The seller will be notified and you will receive a response to your question by email. If you have a Kinwi account any inquiries regarding orders made, can also be viewed under the “Seller Support Tickets” tab in your account dashboard.
If you have already placed an order you will receive the seller’s contact details by email once your purchase has been completed. The seller’s contact details can also be found by logging in to your account and going to the “Orders” tab, then clicking the relevant order and “Contact Vendor” button.
Yes! Simply add items from any store to your cart. Shipping costs from each individual seller will be automatically calculated at checkout, and you can pay for everything together in one single, secure credit/debit card payment.
First, double-check that your email address and password are typed correctly. If you’ve forgotten your password, click the “Lost your password?” link on the login page to receive a reset link.
If you are still having trouble, ensure your web browser is up to date, or try clearing your browser cache. If you originally checked out as a guest and believe you may have misspelt your email address, please contact us so we can locate your order.
Creating an account makes shopping on Kinwi effortless:
Card payments may be declined for several common reasons. Please check:
• Expiry date & CVV: Has your card recently expired or been replaced?
• Daily limits or funds: Does your account have sufficient funds, and has your bank’s daily online transaction limit been reached?
• Billing address: Does the billing address entered at checkout match the address registered with your bank?
• Prepaid cards: Has your prepaid card been registered for online purchases?
If none of the above apply, we recommend contacting your card provider or completing your purchase with an alternative credit or debit card.
Yes. All sellers on Kinwi must comply with New Zealand consumer law. As a buyer, you are protected under both the Consumer Guarantees Act (CGA) and the Fair Trading Act (FTA). You can read further details in our Terms of Use.
Yes. Kinwi securely handles your information and never shares sensitive financial data (such as credit card numbers) with sellers. Sellers only receive the delivery details and order information required to fulfil and dispatch your purchase. For complete details, please see our Privacy Policy.
You can leave a review once you have purchased an item and are logged into your account:
1. Log in and navigate to the Orders tab in your account dashboard.
2. Click on the relevant order, then click the product name you would like to review.
3. On the product page, scroll down to the Reviews tab to leave your star rating and feedback.
Verified reviews help fellow shoppers and support our Kiwi makers!
The seller you purchased the item from is the best person to assist you. Once your order is placed, you will receive their contact details in your confirmation email.
You can also message the seller directly by logging into your account, navigating to the Orders tab, and clicking View and Message on the relevant order. If the seller is unable to resolve your issue, please contact us
directly and our team will be happy to assist.
Depending on the individual seller’s store policies, you may be able to cancel your order before it has been dispatched. Please contact the seller immediately to request a cancellation.
Please note that if a seller has already begun crafting a custom or personalised order, cancellation may not be possible. If the order has already been dispatched, the seller may accept a return for a refund in accordance with their return policy (return postage is typically the buyer’s responsibility).
Each seller on Kinwi manages their own shop and sets their own return and exchange policies. You can view these policies on any product listing under the Store Policies tab.
If you would like to request a return or exchange, contact the seller directly. Please ensure you confirm all return details in writing (via email or direct message) before sending any items back—including the seller’s return postal address and who will cover return shipping costs.
Once you place an order, you will receive an order confirmation email containing the seller’s direct contact details.
If you have a Kinwi account, you can also contact the seller directly by logging in, going to the Orders tab, and clicking View and Message on your order. From there, you can send an instant message or view the seller’s email address.
Sellers set their own shipping rates based on the size, weight, and delivery destination of their products, reflecting direct carrier costs.
Exact shipping costs are calculated and clearly displayed in your cart and at checkout before you complete payment. If a seller offers local pickup, this option will also appear at checkout.
Unless your item is custom-made or made-to-order, we encourage our sellers to dispatch purchases within 1 to 2 business days.
Once dispatched, standard courier delivery within New Zealand usually takes 1 to 3 business days (with rural deliveries taking an extra 1 to 2 days). You will receive a tracking number by email as soon as your parcel is on its way, allowing you to follow its journey.
Once the seller dispatches your item, you will receive a shipping confirmation email with your courier tracking link and number.
You can also check tracking at any time by logging into your Kinwi account, going to the Orders tab, and clicking Track on the relevant order.
Currently, Kinwi sellers only ship to New Zealand addresses. If you are located overseas and would love an item, we recommend asking a friend or family member in New Zealand to purchase the item on your behalf and forward it to you.
If you notice a typo in your address or forgot to update your details after moving, please contact the seller immediately before they dispatch your order.
To protect both buyers and sellers against fraud, the seller may ask to cancel the order for a full refund so you can re-order with the verified address. If the order has already been dispatched, contact the courier service directly as soon as possible with your tracking number to see if they can reroute the parcel.
If your order has not arrived within the expected delivery timeframe, first check the courier tracking link in your dispatch email.
If the parcel appears delayed or lost, contact the seller directly so they can initiate an inquiry or claim with the courier service. If you are unable to reach the seller or need extra assistance, please contact us.
If your order arrives damaged, please take clear photos of both the damaged item and the external packaging/box immediately, then contact the seller.
Retaining the original packaging is essential for courier claims. Under the Consumer Guarantees Act, the seller will work with you to provide a replacement, repair, or full refund.
to a refund or replacement.
All items on Kinwi must be handmade, natural, Kiwiana collectibles (such as vintage books, records, and memorabilia), or craft supplies. In addition, all listings, products, and sellers must be located within New Zealand.
When a customer asks a question about one of your products, you will receive an instant email notification containing their message and a direct reply link.
You can also view and respond to customer queries directly within your Vendor Dashboard by navigating to your Product Q&A tab.
When a customer places an order from your store, you will receive an email notification containing their name, delivery address, and contact details.
You can also view their details and send them a direct message at any time by logging into your Vendor Dashboard, navigating to Orders, and selecting the relevant order.
We’re here to support you every step of the way! You can reach the Kinwi team in any of the following ways:
• From your Vendor Dashboard: Click the “Contact Admin” tab and fill out the contact form.
• Via our Contact Form: Visit our Contact Us
page.
• By Email: Send an email directly to customercare@kinwi.co.nz.
Because Kinwi uses Stripe Connect to pay vendors directly, your bank account details are securely managed within your connected Stripe account:
1. Log into your Stripe Dashboard
.
2. Click the Settings icon (gear icon) in the top-right menu.
3. Under Business Settings, select External Payout Accounts.
4. Click Edit next to your existing bank account, enter your new New Zealand bank account number, and click Save.
Note: For security, Stripe may require you to confirm your previous bank account number before saving changes. If a payout is already in transit when you update your details, that specific payout will be sent to your old account.
We have created a comprehensive, step-by-step Vendor Guide
that walks you through everything from connecting Stripe and listing your first product to configuring shipping rates and managing sales.
You can access the guide at any time from your Vendor Dashboard.
