Contact Us & FAQs

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.

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 accurate information.

Can I exchange or return an item purchased at Airpoints Store?

Please refer to our Returns & Exchanges page for our full refund policy.

Are all my Airpoints Dollars™ redeemable at the Airpoints™ Store?

Yes. The Airpoints Dollars balance that is available to you to redeem in the store is shown in the top right hand corner of the screen once you sign in to the Airpoints Store.

Can I pay with Airpoints™ Flexipay or credit card?

Yes! Airpoints Flexipay is now 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.

I live outside New Zealand, why can’t I make a purchase?

The Airpoints Store currently only supports delivery to New Zealand addresses.

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

As soon as complete checkout at the Airpoints Store, the deduction of your Airpoints Dollars will be immediately reflected in your Airpoints Dollar balance in your account. 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.

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

Couriered rewards will be sent with a signature required, and someone will need to be there to receive the delivery. If you are not at home, a card will be left in your letterbox with further information which will include a number to call in order to make alternative arrangements.

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

Please note that for purchases that are age restricted, the recipient may be asked for age verifying identification.

Can my Airpoints Store purchase be delivered to an address that isn’t mine?

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

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

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

Can my purchase be delivered to a PO Box?

No - all delivery addresses for rewards must be a street address within New Zealand.

Once I make a purchase, can I cancel it?

Unfortunately, that’s not possible - once an order has been placed it can’t be cancelled.

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

You can register for an Airpoints password here.

How do I spend 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

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

You can retrieve a forgotten password here.

What is an Airpoints Advance amount?

You can find out more details about Airpoints Advance here

Still got questions?

Please contact us.

Or call 0800 021 777

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