FAQ

Shipping

How long does delivery take?

Orders are processed within 1 to 3 business days, then arrive in 7 to 14 business days. Larger items can take up to 18. Rural delivery may add 1 to 3 business days.

Do you ship everywhere in New Zealand?

Yes, including rural addresses.

Where do your products ship from?

We work with vetted overseas fulfilment partners rather than holding local stock. That is how the pricing stays below local retail on the same products, and it is why our windows are 7 to 14 business days rather than next-day.

What does shipping cost?

Shipping is calculated and shown at checkout before you pay.

Why is my tracking not updating?

Allow 3 to 7 business days after dispatch for tracking to activate. It often goes quiet mid-transit between carriers. That is normal. Email us if it has not updated after 7 business days.

Will my order arrive in one parcel?

Not always. Items from different categories may ship separately at no extra cost, each with its own tracking link.

Returns and refunds

Can I return something I changed my mind about?

Yes, within 14 days of delivery, unused and in original packaging. You cover the return postage.

What if it arrives damaged or wrong?

Contact us within 7 days with a photo and your order number. You get a free replacement or a full refund, your choice, at no cost to you. Your Consumer Guarantees Act rights apply regardless of these timeframes.

How long do refunds take?

Up to 10 business days from approval, then your bank may take additional time to post it.

Can I cancel my order?

Yes, if you email us within 12 hours of ordering. After that it may already be in dispatch.

Is there anything you cannot take back?

Personal care goods, custom or personalised products, final sale items and gift cards. This does not affect your rights for faulty items under New Zealand law.

Orders and payment

What payment methods do you accept?

All major credit and debit cards, plus the express wallet options shown at checkout.

Is checkout secure?

Yes. Payments run through Shopify's encrypted checkout and we never see or store your card details.

Do I need an account?

No. You can check out as a guest.

Can I change my shipping address after ordering?

Email us within 12 hours and we will fix it before dispatch. After dispatch we cannot redirect a parcel.

Products

Are your baby products safe?

Materials and specs for each item are listed on the product page. If you need more detail before buying, email us and we will get the answer from the supplier rather than guess.

What if the size or colour I want is out of stock?

Email us and we will tell you when it is back rather than leaving you guessing.

Contact

How do I reach a human?

Email thekov.nz@gmail.com. We reply within 1 business day, on New Zealand time.