FAQs

Do you have questions? We’ve got answers. If you have some other questions, feel free to send us an email to info@kiwiearthmother.com

 
What are my payment options?

We accept all major credit cards, including MasterCard, Visa, American Express and ApplePay.

Can I personalize products?

Absolutely! Simply head on over to the “Design your Own” menu tab, and select an item of apparel that you would like to personalize.

We recommend viewing the Guided Tour, as this will give you the low down on how to use the product design generator.  You can also find a demo video of the live product designer below the sample Kids Art section here.  Just click on the play button and away you go!

How can I be certain of Product Quality?

You can be 100% certain of the quality of the products you receive. We pride ourselves on our reputation, and we’re not going to jeopardise it by selling sub-standard apparel and giftware. That said, if your order has issues, let us know as soon as possible by email and we will work hard to resolve them.

What's your Returns Policy?

If your order is faulty, or lost, then we will send out a replacement item.  Only if there are subsequent issues with the replacement will a refund be provided.

Once an order has been processed, you can no longer edit any details or cancel it. If the shipment details are incorrect, or you ordered the wrong size or color, Kiwiearthmother is not responsible and will not offer replacements or refunds.

If you have an issue with your order, you must contact us by email as soon as possible, providing  all necessary information and photographic evidence. After investigation, we will determine if you are eligible to receive a replacement. Eligible replacements have no cost for you. 

If you received a different item than ordered, including incorrect colors, prints or wrong sizes, the order is eligible for replacement. Contact our customer care team with all the information required .

Which browsers can I use to view kiwiearthmother.com?

Our website is compatible with the latest versions of Safari, Firefox, Chrome and Internet Explorer. We recommend Google Chrome, download the latest version

How can I track my order?

When we dispatch your item/s we will send you an email with a link to track your order. Alternatively if you logged in when your purchased your item/s you can login online and track your order from the Account tab on the top right hand side of the pink menu bar.

I have a question regarding my order, who can I contact?

Feel free to email us with any questions you may have regarding your order and we will do our very best to assist you.

How safe is it to order products online?

100% safe – because we use industry recognised and approved browser encryption – so you can be rest assured that all your transactions are safe and secure.

We use STRIPE for accepting payments because they invest heavily in securing their infrastructure in close partnership with world-class security experts.  All card numbers are encrypted on disk with AES-256. Decryption keys are stored on separate machines.  Moreover, Stripe’s infrastructure for storing, decrypting, and transmitting card numbers runs in separate hosting infrastructure, and doesn’t share any credentials with Stripe’s primary services.

What are the shipping rates?

Shipping is FREE throughout the USA! Even better, shipping is FREE worldwide on all swimwear!

Outside of the USA, you’ll find a shipping calculator when you checkout.  We work hard to keep shipping costs to a minimum.

Which countries do you ship to?

We ship worldwide. Shipping is free throughout the US, and worldwide for swimwear.

The only countries we do not currently ship to are: 

Belarus, Burundi, Central African Republic, Cuba, Iran, Libya, North Korea, Somalia, Sudan, Syria, and Zimbabwe.

How long does it take to ship products?

Orders are processed once payment is received. The majority of products are shipped 2-7 days from the order submission date although this is not guaranteed. In addition, holidays and high volume seasons may cause production times to be slower than the listed average. 

If your order has not been updated or shipped after 7 days, please let us know by email, as customer satisfaction is of the utmost importance to us.

How long does it take to ship products?

How do I report an error on the website?
Thanks for letting us know, you can notify us here

How can I create a Wishlist?

Kiwiearthmother customers can create their own Wishlist. This is ideal for reviewing your purchase options, creating a shopping list, or emailing it to your other half as a birthday present hint.

How can I create a Wishlist?
Log in and then when you are on a product page simply click the Add to Wishlist heart icon (to the left of the product title) to add that product.

How can I share my wishlist?
Log in and then select My Account at the top of any page. Select Wishlist in the lefthand navigation to see all the products you’ve added. From here you can print your Wishlist or email it to friends.

Why has a product disappeared from my wishlist?
If a product is no longer available it will be removed from your wishlist.