Delivery information
Shipping, collection and tracking
Delivery options are shown during checkout for the items in your order. Once your order has been dispatched, supported tracking information can be recorded against the order so you can follow its journey.
At checkout
Choosing how your order gets to you
Available delivery or collection options are shown before payment. The options available can depend on the selling Store, parcel size, destination and the fulfilment services supported for that order.
- Review the delivery or collection option before payment
- Check your delivery address carefully
- Confirm any special address details needed for delivery
- Review the complete delivery charge before checkout
- Use collection only where the selling Store offers it
- Contact support before payment if something important looks wrong
Dispatch
What happens after payment
Once payment is successfully confirmed, the selling Store receives the order and prepares the item for the selected fulfilment method.
Dispatch time can vary between Stores and products. One off second hand items may require careful packing, particularly where an item is fragile, unusually shaped or requires additional protection.
Tracking
Following your parcel
Where a tracked service is used, the tracking number and available carrier updates can be recorded against your order once the parcel has been dispatched.
Tracking events are supplied by the delivery carrier. There can sometimes be a delay between physical parcel movement and the next tracking update appearing.
Collection
Picking up from a Store
Some Stores may offer customer collection. If collection is available for your order, select it during checkout and follow the Store's collection instructions.
Do not travel to collect an item until the Store has confirmed that the order is ready. Take the relevant order information with you so the Store can identify the purchase.
Delivery times
How long delivery takes
Delivery time depends on the Store's dispatch time, the selected service, destination and carrier network conditions.
Any delivery timeframe shown should be treated as an estimate unless it is expressly stated otherwise. Weather, rural delivery, public holidays, network disruption and other carrier conditions can affect arrival times.
Address details
Make sure your address is correct
Customers are responsible for providing a complete and accurate delivery address at checkout.
If you notice an address error after placing your order, contact the selling Store or OpShop.Kiwi support as soon as possible. Once a parcel has been dispatched, it may not be possible to change the destination.
Delays
If your parcel is taking longer than expected
Check the available tracking information first. A parcel may still be moving even where the latest tracking event has not changed for a short period.
If the parcel appears significantly delayed, contact the selling Store or use the customer support process associated with your order so the available delivery information can be reviewed.
Missing parcels
If your order does not arrive
If tracking indicates a problem or the parcel does not arrive within a reasonable period, contact the selling Store or OpShop.Kiwi support.
Keep your order number and any tracking information available so the shipment can be checked with the relevant delivery provider.
Damaged delivery
If an item arrives damaged
Keep the item, parcel packaging and any labels, and take clear photographs showing the damage to both the item and packaging.
Contact the selling Store or customer support promptly so the order, packaging and delivery information can be reviewed and the appropriate next step arranged.
Customer help
Find more information about shopping, payments, returns and your customer account.