Delivery is free for all orders that meet our shipping requirements.

We ship orders from our warehouses in China, Korea, Japan, and the United States using trusted international and local logistics providers.

• 🇨🇳 China → New Zealand: International shipping via EMS and, where applicable, local postal or courier services for final delivery.
• 🇰🇷 Korea → New Zealand: International shipping via EMS and, where applicable, local postal or courier services for final delivery.
• 🇯🇵 Japan → New Zealand: International shipping via EMS and, where applicable, local postal or courier services for final delivery.
• 🇺🇸 USA → New Zealand: International shipping via available international carriers.

KIWI CIGS covers the applicable shipping costs for orders that qualify for free shipping.

The shipping method may vary depending on the destination, product availability, warehouse location, and local logistics conditions.

Important: Customers are responsible for complying with all applicable New Zealand laws and regulations regarding tobacco products, imports, customs duties, taxes, and age restrictions. Please check the current regulations before placing an order.

We currently accept the following payment methods:

• PayPal — After placing your order, please send us the email address associated with your PayPal account. We will then send you a PayPal payment request or invoice.
• Alipay — If you prefer to pay through Alipay, please contact us after placing your order.
• WeChat Pay — Customers who prefer WeChat Pay can contact our sales team for payment instructions.

How to arrange payment

After placing your order, contact our sales team to arrange payment:

sales@kiwicigs.co.nz

Important: Your order will begin processing once your payment has been successfully received and confirmed by us.

Delivery times depend on the warehouse of origin and the destination country.

For New Zealand orders, estimated delivery times will depend on the shipping method, origin warehouse, customs processing, and local delivery conditions.

As a general guide:

• 🇨🇳 China → New Zealand: approximately 10–15 business days
• 🇰🇷 Korea → New Zealand: approximately 10–15 business days
• 🇯🇵 Japan → New Zealand: approximately 10–15 business days

Important information about delivery times

All delivery times are estimates only and are not guaranteed.

Actual transit times may be affected by:

• Customs clearance
• Postal and courier processing times
• Public holidays
• Weather conditions
• Natural disasters
• Other unforeseen circumstances

We always do our best to process and dispatch orders as quickly as possible. Tracking information will be provided when available.

At KIWI CIGS, we take the security of your personal information and your shopping experience seriously.

We use appropriate technical and organizational measures to protect your personal information and ensure that it is handled securely and responsibly.

When you place an order with us:

• 🔒 Your personal information is processed securely and confidentially.
• 💳 We do not store your PayPal payment details. PayPal payments are processed directly through PayPal’s secure payment system.
• 🔐 Our website uses SSL/HTTPS encryption to protect information transmitted between your browser and our website.
• 📦 Order information is used only when necessary to process, prepare, and deliver your order and to assist with order-related enquiries.
• 🚫 We do not sell your personal information to third parties.
• 👤 Where necessary to process your order, we may share essential information with relevant service providers, such as payment providers and shipping companies.

Your privacy is important to us, and we are committed to handling your personal information responsibly and securely.

Once you place an order, we follow a standard process to check your order information and delivery details before dispatch.

1. Payment confirmation

After placing your order, please email your order number to:

sales@kiwicigs.co.nz

If you would like to pay by PayPal, please also provide the email address associated with your PayPal account. We will then send you a PayPal invoice or payment request.

If you prefer Alipay or WeChat Pay, please provide your contact details so our team can arrange the payment.

2. Order verification

We carefully review your order, including:

• Products selected
• Quantities ordered
• Contact information
• Delivery details

3. Address confirmation

Before dispatch, we may contact you by email to confirm that your delivery address is correct and complete.

Your order will be dispatched once the address has been confirmed when confirmation is required.

4. Order processing and dispatch

Orders are generally processed in the order they are received and are normally prepared and dispatched within 1–3 business days after confirmation.

5. Shipping and tracking

Once your order has been dispatched, you will receive the available tracking information by email, including:

Tracking number + tracking link

This allows you to check the status and progress of your shipment.

6. Delays or shipping problems

If an unusual delay occurs — for example, if tracking information has not been updated for an extended period, delivery has been unsuccessful, or another shipping issue occurs — we will assist you in resolving the issue where possible.

Depending on the situation, you may also need to contact the local postal or courier company responsible for final delivery.

7. Completed delivery

When the tracking information shows “Delivered” or confirms successful delivery, the shipment will be considered successfully delivered.

If you cannot locate your package even though tracking shows it as delivered, please first check whether it may have been received on your behalf by:

• A family member
• A friend
• A neighbour
• Building management or reception
• Another authorised person

Yes. Once your order has been placed and the relevant details have been confirmed, we can provide an invoice by email.

If you require an invoice, please contact our sales team:

sales@kiwicigs.co.nz

Please include:

• Order number
• Name or company name
• Billing address
• Any other information required for the invoice

We will then send the invoice electronically by email.

For payments made through PayPal, you will also receive a payment confirmation and transaction receipt from PayPal.

Important: The invoice will be issued using the information provided with your order. Please make sure that your billing and contact details are accurate and complete.