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FAQ

  • When my order will be dispatched?
    Orders that include frozen products are dispatched Monday through Wednesday. Only ‘grocery products’ orders are dispatched Monday through Friday, excluding New Zealand public holidays. Any orders placed Saturday or Sunday will be dispatched the following Monday.
  • How can I pay for my order?
    We have a secure website and you have the convenience of paying for your order directly through various methods, including credit card, PayPal, Afterpay, and direct bank deposit. For direct bank deposits, kindly transfer the full order amount to the following account: Bank: ANZ Account: 06-0323-0517290-00 Account Name: La Tienda Colombiana Ltd When making the transfer, please ensure to include your name or order number as a reference. Rest assured, orders will be dispatched once payment has been successfully processed and cleared in our account.
  • Do you have a retail shop?
    We do not have a retail shop however you are welcome to place your order online and come and collect your order at our warehouse located at 3 Porters Avenue, Eden Terrace. Alternatively, you can also choose to purchase our products from our network of distributors.
  • Do you send parcels anywhere in New Zealand?
    Yes, we do! Latino Foods has a partnership with NZ Post that delivers parcels all throughout New Zealand, including rural locations.
  • Could you let me know when you get a specific product back in stock?
    Please subscribe to our newsletter to get notifications of new arrivals or back-in-stock products. We promise not to bother you with constant and annoying emails.
  • Do you have Gift vouchers?
    Yes, we do! Choose an amount and write a personalized message to make this gift your own. The best thing is that it never expires.
  • What if something went wrong with my order?
    Please contact us immediately via email at service@latinofoods.co.nz
  • What if there are missing or wrong items when I receive my order?
    For missing or wrongly shipped items, please contact us at service@latinofoods.co.nz, and on the subject quote your order number. Our customer service is open from Monday to Friday, 8:00am to 2.00 pm. 8:00 amWe will endeavor to reply to your query within 2 working days and we will advise you on what to do next.
  • How long takes for a refund to show in my bank account?
    Refunds can take approximately 7 working days to show up on your account, depending on bank processing times.
  • What days does the Courier operate?
    Please note that NZ Post delivers only 8 am to 5 pm Monday to Friday, excluding public holidays.
  • Can I Track my Order?
    When you confirm your purchase, an automatic email will be sent to you confirming we received your order. When we prepare your order, we will send you another email including a link and the tracking number (please check your inbox and spam) of your parcel. You can click on the link and automatically check the status of your order. If you need more help tracking your order, please email us at service@latinofoods.co.nz
  • I was out when the Courier arrived, how can I get my order?
    If you received a Card to Call from the Courier, it means you were not home, and they were unable to get your signature. Please follow the instructions on their card for re-delivery or to arrange a pickup from the nearest Post Office.
  • My order hasn't arrived yet, where is it?
    Please check the tracking information we sent you in the email and use the tracking number link to check on the Courier Post website. If the Courier attempted delivery, or there is a problem with your address, please get in touch with Courier Post immediately so you can pick it up from the Post Office instead. Couriers can sometimes experience difficulties in delivering to apartments or gated areas because: There is no safe place to leave deliveries when no one is home Some apartments are security coded, and access to these buildings is difficult. Please ensure that someone will be home to receive your order, or consider sending the delivery to a work address. If using a work address, please clearly state delivery hours and all necessary information such as building number, level and/or business name.
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