Question 1

How do I place an order on Kapsule?

Accepted Answer

Browse our marketplace, add items to your cart, and proceed to checkout. You can pay using credit card, debit card, Apple Pay, or Google Pay via our secure Stripe payment system. You do not need an account to make a purchase, but creating one lets you track orders and save favourites.

Question 2

Can I buy from multiple vendors in one order?

Accepted Answer

Yes! You can add products from different vendors to your cart and check out in a single transaction. Each vendor will ship their items separately, so you may receive multiple parcels.

Question 3

How do I know if a product is in stock?

Accepted Answer

Product pages show real-time stock availability. If an item is out of stock, you will see a notification on the listing. Some vendors allow you to request a notification when the item is back in stock.

Question 4

Are prices in NZD?

Accepted Answer

Yes, all prices on Kapsule are displayed in New Zealand Dollars (NZD) and include GST where applicable.

Question 5

Can I save items for later?

Accepted Answer

Yes! Create an account and use the wishlist feature to save products you are interested in. You will also be able to see if a saved item goes on sale.

Question 6

How do I search for products?

Accepted Answer

Use the search bar at the top of every page to search by product name, category, or keyword. You can also browse by category or use filters to narrow down results by price, rating, and more.

Question 7

Where do you deliver?

Accepted Answer

Kapsule vendors ship throughout New Zealand, including urban and rural addresses. Some vendors may also offer international shipping, check the product listing for details.

Question 8

How long does delivery take?

Accepted Answer

Delivery times vary by vendor location and shipping method. Typically, urban NZ deliveries take 2 to 5 business days, while rural deliveries may take 4 to 7 business days. Express options are available from some vendors.

Question 9

Is there a rural delivery surcharge?

Accepted Answer

Some vendors apply a small surcharge for rural or remote addresses. If applicable, this will be clearly shown at checkout before you pay. Typical surcharges range from $3 to $8.

Question 10

How do I track my order?

Accepted Answer

Once your order has been dispatched, you will receive a shipping confirmation email with tracking details. You can also track your order from your account page or our Order Tracking page.

Question 11

What happens if my package is lost?

Accepted Answer

If your package has not arrived within the expected timeframe, contact the vendor first. If they cannot resolve the issue, reach out to Kapsule support. Under our Buyer Guarantee, you are entitled to a refund or replacement if a package is confirmed lost.

Question 12

Do you offer free shipping?

Accepted Answer

Many vendors on Kapsule offer free shipping, sometimes with a minimum order value. Free shipping availability is shown on each product listing.

Question 13

What is your return policy?

Accepted Answer

Kapsule offers a 30-day return window from the date you receive your order. Products must be in their original condition with tags attached. Some items (perishables, personalised goods, intimate items) are excluded from change-of-mind returns. Your rights under the Consumer Guarantees Act 1993 are always protected.

Question 14

How do I return an item?

Accepted Answer

Log in to your account, go to your order history, select the item you want to return, and click Request Return. The vendor will respond with return instructions within 3 business days.

Question 15

Who pays for return shipping?

Accepted Answer

If the item is faulty, damaged, or not as described, the vendor pays for return shipping. For change-of-mind returns, the buyer pays for return shipping.

Question 16

How long do refunds take?

Accepted Answer

Once the vendor receives and approves your return, refunds are processed within 5 to 7 business days. It may take an additional 3 to 5 business days for the refund to appear on your statement, depending on your bank.

Question 17

Can I exchange an item?

Accepted Answer

We do not currently offer direct exchanges. Please return the original item for a refund and place a new order for the replacement.

Question 18

How do I start selling on Kapsule?

Accepted Answer

Register for a vendor account at kapsule.co.nz/register?type=vendor. Set up your store profile, upload your verification documents (photo ID, proof of address, bank account), and start listing your products. There are no monthly fees, you only pay a flat $8 commission per order.

Question 19

What does it cost to sell on Kapsule?

Accepted Answer

Kapsule charges a flat $8 (NZD) commission per order. There are no monthly subscription fees, no listing fees, and no hidden charges. Stripe payment processing fees (approximately 2.9% + $0.30) apply separately.

Question 20

When do I get paid?

Accepted Answer

Payouts are processed weekly on Wednesdays for completed orders. Funds are transferred to your nominated bank account via Stripe Connect. A minimum payout threshold of $20 NZD applies.

Question 21

What can I sell on Kapsule?

Accepted Answer

You can sell most physical products that comply with New Zealand law. We welcome handmade items, vintage goods, art, clothing, food, homewares, and more. Check our Prohibited Items page for items that are not allowed.

Question 22

Do I need a business registration?

Accepted Answer

You do not need a formal business registration to sell on Kapsule, but you must comply with all applicable NZ laws including tax obligations. If your annual turnover exceeds $60,000, you are required to register for GST.

Question 23

Can I manage my own returns policy?

Accepted Answer

Yes, you can set your own return policy that is equal to or more generous than Kapsule's standard 30-day policy. Your policy cannot reduce buyer rights under the Consumer Guarantees Act 1993.

Question 24

How do I create an account?

Accepted Answer

Click the Sign Up button in the top right corner and fill in your details. You can also sign up using your Google account for a quicker registration.

Question 25

How do I reset my password?

Accepted Answer

Click Forgot Password on the login page and enter your email address. We will send you a password reset link. The link expires after 24 hours.

Question 26

Can I delete my account?

Accepted Answer

Yes, you can request account deletion by contacting us at hello@kapsule.co.nz. We will process your request and delete your personal data in accordance with our Privacy Policy and the NZ Privacy Act 2020. Note that we are required to retain certain transaction records for tax purposes.

Question 27

How do I update my shipping address?

Accepted Answer

Log in to your account, go to Account Settings, and update your addresses. You can save multiple addresses and choose between them at checkout.

Question 28

Is my personal information secure?

Accepted Answer

Yes. We use industry-standard encryption and security measures to protect your data. Payment information is processed securely by Stripe and we never store your full card details. See our Privacy Policy for full details.

Question 29

What payment methods do you accept?

Accepted Answer

We accept Visa, Mastercard, American Express, Apple Pay, and Google Pay. All payments are processed securely through Stripe.

Question 30

Is it safe to pay on Kapsule?

Accepted Answer

Absolutely. All payments are processed through Stripe, which is PCI DSS Level 1 certified, the highest level of payment security certification. Your card details are encrypted and we never have access to your full card number.

Question 31

Can I pay with Afterpay or Laybuy?

Accepted Answer

We are working on adding buy-now-pay-later options. Check back soon for updates.

Question 32

Do you charge in NZD?

Accepted Answer

Yes, all transactions on Kapsule are in New Zealand Dollars (NZD). If you are paying with an overseas card, your bank may apply a currency conversion fee.

Question 33

Can I use a gift card?

Accepted Answer

Yes! Kapsule gift cards can be applied at checkout. You can purchase gift cards on our platform as well.

Frequently Asked Questions

Shopping

Shipping

Returns & Refunds

Selling on Kapsule

Account

Payments

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