Shipping Information

Shipping Policy (Kāhu Prints)

Thanks for shopping with Kāhu Prints! We ship from New Zealand using NZ Post economy tracked services.

All delivery timeframes below are estimates and can vary due to carrier processing, weather events, peak seasons, and international customs handling.

Where we ship

We currently ship to the following regions:

  • New Zealand
  • Australia
  • North America (USA & Canada)
  • Europe
  • Rest of World (other eligible countries shown at checkout)

If your country isn’t available at checkout, it means we can’t ship there at this time. Please contact us.

Processing & dispatch time (before your parcel starts moving)

We aim to pack and dispatch most orders within 1–3 business days (Mon–Fri).

Some items may take longer during busy periods or if we’re restocking/printing. If you need an order by a specific date, please contact us before purchasing.

Tracking updates (please read — common question)

You’ll receive a shipping confirmation email with a tracking number once your order is fulfilled.

Why tracking can say “shipped” with no movement

It’s common for tracking to show “shipped” (or similar) while the parcel is still awaiting its first scan. This usually means:

  • the label has been created, and
  • your order is packed and ready, but
  • NZ Post hasn’t completed the first scan yet (this can take 24–72 hours, and sometimes longer during busy periods or after weekends/public holidays).

When to contact us

If your tracking shows no scans after:

  • 3 business days (NZ), or
  • 5 business days (International)
    please contact us and we’ll follow it up.

Delivery estimates (after dispatch)

New Zealand (NZ Post economy tracked)

  • Metro: typically 1–3 business days
  • Rural/remote: typically 2–5 business days

International (NZ Post economy tracked)

Applies to Australia, North America (USA & Canada), Europe, and Rest of World:

  • Typically 7–15 business days

International parcels may take longer if held for customs processing or during peak shipping periods.

Shipping costs & free shipping

Shipping rates are calculated at checkout.

Free shipping thresholds (NZD)

  • New Zealand: Free shipping on orders over NZ $45
  • International: Free shipping on orders over NZ $100

(Free shipping will apply automatically when your cart meets the threshold.)

Customs, duties & import taxes (International orders)

International customers are responsible for any customs duties, taxes, or import fees charged by their country. These fees are not included in the item price or shipping cost unless explicitly stated at checkout.

Address details

Please double-check your delivery address before placing your order. If you need to change your address, contact us as soon as possible — once a parcel is dispatched, changes may not be possible.

Delays, lost or damaged parcels

We’re not responsible for delivery delays outside our control, but we’ll help where we can.

If your parcel appears lost or arrives damaged, please contact us with your:

  • order number
  • tracking number
  • photos (if damaged)

Change of mind, cancellations & incorrect orders

Change of mind / ordered by mistake

We understand mistakes happen (including orders placed by children or accidental checkouts). However, once an order has been processed and dispatched, we’re usually unable to stop delivery.

  • Before dispatch: If you contact us quickly, we may be able to cancel your order before it ships (provided it hasn’t been packed/processed). If we can cancel, we’ll issue a refund.
  • After dispatch: If your order has already been shipped, we can’t recall or intercept standard economy tracked parcels. For this reason, we do not offer refunds for change-of-mind requests once an order has been dispatched, including:
    • “My child ordered this”
    • “I ordered the wrong item/colour”
    • “I don’t want it anymore”
    • “I made a mistake”

Returns (if you still want to return it)

If you still wish to return an item after delivery, you can contact us within 14 days of receiving it to request a return.

Return conditions:

  • Item must be unused, in original condition, and safely packaged for return.
  • Return shipping is at the customer’s expense.
  • Original shipping charges are non-refundable (where applicable).
  • Once we receive and inspect the item, we’ll refund the item value (or offer store credit — your choice).

Please note: We can’t refund an order while it’s still in transit. Refunds can only be issued once the return has been received (unless the order is cancelled before dispatch).

Damaged or faulty items (still protected)

This change-of-mind policy doesn’t affect your rights if an item is faulty, damaged, or not as described — if there’s a genuine issue, contact us and we’ll make it right.