F.A.Q.
Please check out the questions and answers below. You can also reach out to our customer service team here or you can email us directly at: contact@wekiwi.com
What is W.E.Kiwi?
W.E.Kiwi is an online store specialising in high-quality toys and books for kids of all ages. Our original kiwi birds stories inspire a love of reading and creativity in young minds. All books are written by a Kiwi Jon Stubbs, and W.E.Kiwi toys are designed in beautiful Aotearoa New Zealand.
Who are these books suitable for?
W.E.Kiwi books, colouring books and toys are designed for children of all ages, from infants and toddlers to pre-teens. We make sure our toys are safe to play with. Each product includes short product descriptions and recommended age groups to help you to make the right choice. In case of any other questions re: our product please feel free to contact us at contact@wekiwi.com
Do you offer books in English?
Yes! We offer books in English.
Do you offer discounts for bulk orders?
Yes! We offer special discounts for bulk or wholesale purchases. Please contact us at contact@wekiwi.com for details.
How can I apply a discount code?
Enter your discount code at checkout before completing your purchase. Only one discount code can be used per order.
How do I place an order?
Simply browse our website, add your favourite books or toys to the cart, and proceed to checkout. Follow the on-screen instructions to complete your purchase securely.
Do you ship internationally?
Yes! We offer worldwide shipping.
How long does delivery take?
Domestic Shipping: usually 1-3 business days. For NZ rural locations please add extra 1-2 business days.
International orders normally arrive within 2-4 weeks of shipping. Please note that these orders need to pass through the customs office in your country before it will be released for final delivery, which can occasionally cause additional delays. Once an order leaves our warehouse, carrier shipping delays may occur due to factors outside our control. We, unfortunately, can’t control how quickly an order arrives once it has left our warehouse. Contacting the carrier is the best way to get more insight into your package’s location and estimated delivery date.
IMPORTANT NOTE:
Customs & Import Duties Disclaimer
Please note that international orders may be subject to customs fees, import duties, taxes, or other charges imposed by your country's customs authorities. These fees are not included in our product prices or shipping costs and must be paid by the recipient upon arrival.
W.E.Kiwi does not bear any responsibility for these additional charges, as they vary by country and are determined by local customs regulations. We recommend checking with your local customs office for more information before placing your order.
Failure to pay customs duties may result in delays, return of the package, or additional charges, for which we are not responsible.
By placing an order, you agree to these terms.
Which payment methods do you accept?
W.E.Kiwi accepts the following payment methods for online purchases:
• All major credit cards, as shown at checkout including Visa, Mastercard and American Express.
• Apple Pay, Google Pay, Shop Pay & After Pay
• PayPal: if you do not have an account yet, you can create one while shopping with us
Please note that your billing address must match the address on your credit card statement.
Can I modify or cancel my order after placing it?
If your order has not yet been processed, you can modify or cancel it by contacting our customer service at contact@wekiwi.com
How to return my items?
What is our return policy?
We accept returns within 30 days of purchase. NOTE: he books and toys must be in perfect condition, not uses, clean and in original packages. In case of questions - please drop us an email to contact@wekiwi.com
How do I return an item?
To initiate a return, contact our customer service at contact@wekiwi.com, and we will guide you through the process.
When will I receive my refund?
Refunds are processed within 10 business days after we receive the returned item.
IMPORTANT NOTE: We do not currently offer free returns to overseas customers. You will therefore need to cover all costs of returning any items to us yourself. We advise that you mark your package ‘returned goods’ to avoid further duties. Remember: We strongly recommend that you return any items via a registered trackable service and obtain and retain proof of posting as we do not accept responsibility for items that fail to arrive with us.
When will I receive my refund?
Refunds are processed within 10 business days after we receive the returned item.
Do you have a physical store?
Currently, we operate exclusively online. However, we occasionally participate in book fairs and pop-up events—follow us on social media for updates!
How can I contact customer support?
You can reach us via email at contact@wekiwi.com or fill out our contact form.
Our support team is available Mon – Fri 10.00 – 17.00.
