Contact Us & FAQs

We'd love to hear from you

Monday to Friday (excluding public holidays)
NZDT 8am – 6pm  

Shipping and Delivery

Where is my order?

Items have variable delivery dates based on where the order is coming from. Please refer to the delivery section on the item(s) page or at checkout for accurate delivery information.

You can view information regarding your order, including tracking once dispatched, by logging into your account and going to My Orders . If your order hasn’t arrived during the noted period of time, please contact us.

What do I need to know about my Apple Order?

Apple's carriers require a signature on delivery. If you will not be home to accept delivery of your product, consider shipping your product where someone you trust will be able to sign for your package.

For your convenience, you may prefer to have your order delivered to your work address.
Rural deliveries also require a signature.

How long will it take to receive an item from the Airpoints Store?

Items have variable delivery dates based on each brand or supplier. Please refer to the delivery section on the item(s) page or see Delivery for more information.

How long will it take to receive an online voucher purchased from the Airpoints Store?

Online vouchers are emailed directly to you and can take up to 2 business days. Please refer to the delivery section on the item(s) page for more accurate information.

To protect your account from any possible fraud, voucher orders go through a profiling system that highlights unusual activity. If your order is picked up by this system, our friendly customer service team might contact you to make sure the order was really placed by you. Please just answer a few security questions to release your order.

I live outside New Zealand, can I make a purchase?

The Airpoints Store currently only supports delivery to New Zealand addresses. So, while our store cannot support international shipping at this time, you can send gifts to friends and family living in New Zealand.

Will I need to be home to receive my purchase from the Airpoints Store?

Your order will be sent via tracked courier.

Please note that for purchases that are age restricted, the recipient may be asked for age verifying identification and a signature is required.

Please note that for rural deliveries, a signature is not required, and the couriered order may be left at the rural address. The Airpoints Store will not accept any responsibility for unclaimed items at rural addresses. Apple orders must be signed for even for rural addresses.

Can my Airpoints Store purchase be delivered to another recipient as a gift?

Yes - you may nominate any delivery address in New Zealand when you purchase an item.

Can my order be delivered to a PO Box?

Unfortunately we cannot deliver items to PO Boxes. All delivery addresses must be a valid street address within New Zealand

How do I change my address or phone number?

To change your address, log into your account on the Airpoints Store. Navigate to the Address book where you can add and remove new addresses and phone numbers.

If you need to change your contact details after you have placed an order, please contact the Airpoints Store Contact Centre asap on 0800 021 777

Payment Methods

Can I pay with Airpoints™ Flexipay or credit card?

Yes! Airpoints Flexipay is available to use on the Airpoints Store.

This means when making a purchase, you can choose to pay the full amount using Airpoints Dollars or use a mix of Airpoints Dollars and credit card. Check out our Airpoints Flexipay guide to learn more.

Can I pay with Apple Pay?

Yes! You can now pay with Apple Pay on the Airpoints Store. Apple Pay is only available on Apple iOS supported devices such as iPhone, iPad or Mac.

For more information on how to use and set up Apple Pay, visit the Apple website.

Returns and Exchanges

Once I make a purchase, can I cancel it?

Once a reward has been issued, it cannot be returned or exchanged for Airpoints Dollars, cash or other products.

Some of our partners are happy to offer you a change of mind exchange for another item from their store via either their retail or online stores. Please refer to the delivery section of the items’ page for accurate exchange information.

If a partner accepts exchanges, item(s) can be exchanged subject to the following conditions:

Proof of purchase is accompanied with the returned merchandise;

The product is unworn, unwashed, unused and all items are in original condition with all tags and packaging intact;

Any costs, such as postage and handling, the occur as a result of the return and exchanged are the responsibility of the customer;

Any discounts received will be carried over in all exchanges. If the exchanged item is of lesser value than the original item(s), any Airpoints Dollars or cash unused towards the exchange will be forfeited.

Any other requirements of the partner/ supplier.

See our Returns & Exchanges page for our full refund policy.

Airpoints Account

I don’t have an Airpoints account, what can I do?

Registering for an Airpoints account is easy and takes just a couple of minutes. You can register for an Airpoints account here.

I’ve forgotten my Airpoints password, what can I do?

You can retrieve a forgotten password here.

How do I earn Airpoints Dollars?

It’s easy to earn Airpoints Dollars at the places you shop every day with over 40 Airpoints partners, like Z, Mitre 10, New World and more. See where you can earn.

Do Airpoints Dollars expire?

Airpoints Dollars have a four-year expiry, so you can save up to use them on the rewards you like.

With selected Airpoints earning credit cards, your Airpoints Dollars will never expire as long as you hold a current card. Find out more here.

What is an Airpoints Advance?

You can find out more details about Airpoints Advance here.

How do I make a purchase using my Airpoints for Business Airpoints Dollars?

Transfer the Airpoints Dollars from your Airpoints for Business account to your personal Airpoints account to spend on the Airpoints Store.

Log into your Airpoints for Business account on www.airnewzealand.co.nz

Am I entitled to receive Status Points for Airpoints Store purchases?

No - status points are not earned on purchases made from the Airpoints Store.

If I purchase an item, when will the Airpoints Dollars be deducted from my account?

Once you have completed checkout at the Airpoints Store, the Airpoints Dollars will deducted from your Airpoints Dollar balance in your account up to 24 hours later.

You can check your current balance on the My Balances page in your online Air New Zealand account. To view information regarding your order, login to your account and go to My Orders.

Airpoints Store Suppliers

How can I become an Airpoints Store supplier?

Our team is dedicated to carefully assessing each submission to ensure that we continue to offer a diverse and high-quality range of products to our valued customers.

To become an Airpoints Store supplier please filll out the Suppliers Expression of Interest form.