FAQ & Help

The following answers to frequently asked questions may help you. If not, call 0800 40 60 30, Monday - Friday, 8am - 6pm (excluding public holidays).

How do I redeem Airpoints Dollars™ through the Airpoints Store?

Items are available online only at www.airpointsstore.co.nz

Are all my Airpoints Dollars redeemable at the Airpoints Store?

Yes. Your 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.

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

The Airpoints Store is currently only available to members who are residing in New Zealand, delivery is only available within New Zealand.

I live in New Zealand however I am not able to make a purchase?

We may have to update your details. Please give us a call on call 0800 737 000 to confirm your address.

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

As soon as you purchase an item through www.airpointsstore.co.nz, the Airpoints Dollars deduction will be immediately reflected in your Airpoints Dollar balance - you can check your current balance on the My Balances page in your online Air New Zealand account.

Can I return an item purchased at Airpoints Store?

No - once a reward has been redeemed, it cannot be exchanged or returned for another item, cash or Airpoints Dollars. All rights under the Consumer Guarantees Act still apply, so let us know if your item is faulty or has arrived damaged by ringing 0800 40 60 30 Monday to Friday, 8am - 6pm (excluding public holidays).

Can I pay with Airpoints Dollars as well as cash/credit card?

No - purchases through the Airpoints Store can only be made with Airpoints Dollars. Credit card, cash and other forms of payment are not accepted.

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

Your reward or reward letter (depending on the type of reward chosen) will be sent to the delivery address provided at checkout within 10 working days. We rarely encounter any problems, but if for any reason your reward doesn’t arrive, please phone 0800 40 60 30, Monday to Friday, 8am - 6pm (excluding public holidays).

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.

My Airpoints Store purchase hasn’t arrived - who do I contact?

Purchases can take up to 10 working days to arrive. If it hasn’t arrived during this period of time, please phone 0800 40 60 30, Monday to Friday, 8am - 6pm (excluding public holidays).

Do I receive Status Points for Airpoints Store purchases?

No - purchases from the Airpoints Store are similar to booking a flight reward. Status points are not earned on rewards.

Can my purchase be delivered to a PO Box?

No. All delivery addresses for rewards must be a street address within New Zealand. The reward type (voucher or couriered item) is indicated at the time of purchase.

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 need help with using the Airpoints Store, who can I call for help?

Please call us on 0800 40 60 30, Monday to Friday, 8am - 6pm (excluding public holidays).

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

You can register for an Airpoints password here. If you have any problems, call 0800 737 000.

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

You can retrieve a forgotten password here. If you have any problems call 0800 247 764.

What is an Airpoints Advance amount?

You can find out more details about Airpoints Advance here.

How do I get my Voucher Reward?

A voucher will be mailed to you within 10 working days. You can exchange this voucher for your chosen reward at any Noel Leeming store.