Frequently Asked Questions

Kapsule is New Zealand’s own online marketplace, designed to bring together a wide range of products from independent Sellers across the country. Think of it as a one-stop shop where you can discover new brands, support local businesses, and enjoy the convenience of having everything in one place. Our role is to provide a safe, secure, and enjoyable shopping experience while Sellers focus on what they do best—offering you great products.

You’re welcome to browse Kapsule without an account. When you’re ready to purchase, creating an account gives you added benefits such as faster checkout, easy access to order history, tracking updates in one place, and smoother returns. It only takes a moment, and it makes shopping simpler for you.

All products are shipped directly from the individual Sellers you buy from. This means you’re often supporting small New Zealand businesses directly. If you order from more than one Seller, you’ll receive separate parcels—so don’t worry if your items arrive at slightly different times.

Delivery time can vary depending on where the Seller is based and the shipping option you choose. Many Sellers ship within 1–2 business days, and most New Zealand orders arrive within 2–5 days after dispatch. You’ll always see an estimated delivery timeframe at checkout, and we’ll send tracking details as soon as your order is on the way.

As soon as your parcel is dispatched, you’ll receive an email with tracking information. You can also log in to your Kapsule account to see real-time updates and follow your order’s journey from Seller to your doorstep.

If your order hasn’t shipped yet, we’ll do our best to update the address for you. Please contact our support team at support@kapsule.co.nz as quickly as possible with your order number and the new address. Once an order has been dispatched, address changes are usually not possible.

The Buyer Guarantee is our promise that you can shop with confidence. If your order doesn’t arrive, arrives damaged, or isn’t as described, we’ll step in to make sure you get a replacement or a refund. Simply reach out to our support team within the stated timeframes, and we’ll guide you through the process. We ask that you keep the packaging and, if relevant, take photos of the issue so we can resolve things quickly.

Most items can be returned within 14 days of delivery, though some Sellers may offer longer return windows. Certain products—such as perishable goods, personalised items, or anything that can’t be safely resold for hygiene reasons—may not be eligible. Each product page will clearly state if there are special conditions.

If an item is faulty, damaged, or not as described, the Seller will usually cover the cost of return shipping. If you’ve simply changed your mind (and the Seller accepts change-of-mind returns), you may be asked to pay the return postage. Either way, the process will be explained clearly when you request a return.

Prices on Kapsule are displayed as provided by each Seller. If a Seller is GST-registered, the price you see will include GST. Any service fees charged directly by Kapsule (for example, on Seller accounts) are GST-inclusive where applicable. In short: what you see at checkout is what you’ll pay—no hidden surprises.

Yes! From time to time we run special promotions where you can use a code for discounts. If a promo code is available, you’ll see it advertised on the site or in our newsletters. At checkout, simply enter the code in the promo box to apply the discount. Only one code can usually be applied per order unless stated otherwise.

Absolutely. All payments on Kapsule are processed by trusted, PCI-compliant providers. Your card details are encrypted and never stored on our servers. We also use advanced fraud protection tools to help keep your transactions safe.

After your order has been delivered, you may receive an invitation to leave a review. Reviews are an important part of the community—they help other shoppers make informed choices and give Sellers feedback. We encourage you to be honest and specific, whether your experience was fantastic or if there’s room for improvement. Reviews are moderated to keep them respectful and genuine.

Yes. Sellers have the ability to respond publicly to reviews. This gives them the chance to thank happy customers or provide clarity and solutions if something went wrong. It’s part of creating a transparent and supportive marketplace for everyone.

Your privacy and security are very important to us. We use encryption, restricted access, and modern security practices to ensure your information stays safe. You can read our full Privacy Policy to understand exactly how your data is handled, but rest assured—we don’t sell your information to third parties.

If something doesn’t look right—such as suspicious emails, unusual charges, or requests outside our platform—please contact support@kapsule.co.nz straight away. Our team will investigate and, if needed, take action to protect your account. We also recommend never sharing your login details with anyone.

We’d love to hear from you. For general questions, you can email us at hello@kapsule.co.nz. For anything related to orders, accounts, or technical support, please reach out to support@kapsule.co.nz. You can also visit our Help Centre, which is full of helpful articles and has a ticketing system if you’d prefer to log an enquiry there.