Hi, how can we help?

Q. What’s the issue with the products?

A. We recently identified incorrect labelling about material composition and cotton origin in two Anko bedding ranges. In some cases, these labels indicated that 500 thread count sheets were 100% Australian cotton, when they may have contained Turkish cotton. Other sheets were labelled “linen / cotton blend” but contained less linen than noted on the label.

Q. Are the products safe?

A. Yes. There are no safety concerns with any of these products.

Q. Which products are affected?

A. Selected bedding ranges are affected. Customers can visit this link or contact Customer Care for more information.

Q. What is Kmart doing about it?

A. We know our customers trust us to give clear, accurate product information, so if they’d rather not keep their item, we’re offering refunds.

Q. Can customers return the products?

A. Yes. Customers who are not happy with their purchase, can return these products to their nearest store with proof of purchase to receive a refund. If you bought the product online and can’t get to a store, please contact our Customer Care Team via https://www.kmart.co.nz/contact-us/

Q. What does the customer need to get a refund?

A. Customers can get a refund by:

• Bringing the product into store with proof of purchase including:

• A receipt

• Online order confirmation or invoice

• A copy of an email sent to them by Kmart advising they had purchased affected bedding

• If you no longer have proof of purchase, we may be able to identify the affected product directly upon return.

Q. Can customers get a refund for the products without a receipt?

A. Yes. Customers can return the product itself, even if they no longer have their receipt and we can identify the product as an affected product.

Q. Can customers keep the product and receive a refund?

A. If customers are unhappy with their products they will need to return these to their nearest Kmart store to receive a refund. If the customer purchased online or cannot make it to their nearest store, they can contact Customer Care via https://www.kmart.co.nz/contact-us/

Q. Why did this happen?

A. We identified an issue with the product labelling and have taken steps to correct it.

Q. Who can customers contact for more help?

A. Customers can contact Customer Care or visit https://www.kmart.co.nz/faq/  

You can track your order by doing one or more of the following:

•  Check your order status at Track your order.

•  Use the tracking information provided in your shipping confirmation email:

  •  Once your items have been sent, you’ll receive a shipping confirmation email containing a tracking ID number and link.

  •  Hold tight - the tracking ID number may take up to 1 business day to become active.

  •  Missing your shipping confirmation email? Be sure to check your junk/spam email folder.

  •  Please note, you may receive several shipping confirmation emails to track your order - if your items have been sourced from multiple stores and/or delivered by multiple carriers.

Allow 4 business days from purchasing your items, for your entire order to be dispatched and the shipping details confirmed by email. For more information, see our delivery timeframes.

Please take any damaged, faulty or wrong products (with the exception of white goods), to your local Kmart store, along with a copy of your tax invoice, for a refund.

• You can use your order confirmation email as a tax invoice

If you’re unable to visit a store, please use our Contact us form to submit an application for a refund.

•  Please upload a clear image of the damaged/faulty/wrong item(s) and make sure you tell us your order number and the item code(s)

•  Our Customer Service team will review your refund application

  •  Please allow 2 business days for a response from our Customer Service team confirming your refund and/or next steps

For more information, read our Returns Policy.

Our processing and delivery times have been extended as we work through the backlog of orders and courier carriers deal with extremely high volumes.

We are currently experiencing processing delays in our network. Please allow up to 10 business days for your order to arrive.

We will keep you up to date with your progress of your order and you can always use our online order tracking to see the latest progress.

Once you’ve received your order confirmation email, please allow:

• Urban delivery within 5-7 days

• Rural and Outer Island delivery within 7-10 days

Please allow 3 days for order processing as we get everyone’s parcels ready for delivery. We will send you a tracking link, once your order is processed.

Thank you for your understanding.

Please note, your order may arrive in multiple packages. from multiple carriers. Tracking information will be Track your order.

We always strive to ensure on-time delivery, but there may be instances when packages may be delivered past the estimated date. For example, this may occur with split orders where we dispatch the order from multiple stores in multiple shipments to ensure that the customer’s order is delivered in full.

Delivery costs vary depending on whether your order is a standard order or a larger order. You can find the exact delivery cost in the checkout, before placing your order.

This only covers part of the cost we pay to ship your order. We do this so that we can maintain low prices on our items and offer this service.

Standard Orders

Standard orders incur a flat rate delivery fee based on your location.

This covers most orders and is up to the size of a chair or bedside table. Small items, like clothing, books, stationery and dining, will likely only incur a standard delivery fee.

• Urban postcodes: $6.00

• Rural postcodes: $9.00

• Outer Islands: from $12.00

We source the most competitive carriers possible and constantly review them.

Large Orders

Larger orders incur additional fees as they cost our carriers more to deliver.

A large order is approximately the size of a bookshelf or storage unit. If your order is over this size, we add a cost per volumetric kilogram to our standard delivery fee. This cost is based on your location and varies from state to state, in line with our carrier fees.

Large items, like outdoor play equipment, furniture, prams and bikes will likely incur additional fees.

Eligible orders over $65* will receive free delivery. Orders eligible for free shipping are orders for items subject to our standard order rates. Large and bulky items are ineligible for free shipping.

*Not all products are eligible for free delivery, for a list of excluded items please visit our Free Delivery information page.

Please refer to our Returns Policy here. For Online Exclusive returns, please call your local store to arrange the easiest and safest way to bring your items back. Store details can be found on our Store Locator area