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Frequently Asked Questions

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Contact

Can I get someone to help me place an order?Who should I contact about receiving an incorrect or faulty item?Who should I contact to find out when my order will be delivered?

Delivery

Can I change the delivery address for an order that I have already made online?Can my order be sent to an international address?Has my order been sent to me yet?How do I track my order?How much do I pay for the courier charge?How soon will I receive my order?I only received part of my order – where are the rest of the items?I ordered a gift card for a friend – how quickly will it be delivered to them?I’ve received an incorrect item – what do I do?What happens if I am not home when the courier calls?Why don’t I see any information when I try and track the courier’s progress?Will the courier just leave the parcel at my front door?Will you send my order to a post office box address?

Emails

How can I stop getting emails from Paper Plus?Why am I getting emails from Paper Plus?Why haven’t I received a confirmation email after I placed my online order?

Fly Buys

Can I use a Fly Buys card from a country outside of New Zealand?Can I use my Fly Buys Air Points card?How many Fly Buys points will I get when I purchase online?I placed an order on your website – why haven’t I received any Fly Buys points?My Fly Buys card number doesn’t start with 6014 – how can I enter my Fly Buys number?

Gift Cards

Can I get change if I don't spend all the credit on my Paper Plus Gift Card?Can I purchase products and pay half with my Gift Card and half with my credit card?Can I top up (add more credit to) my Paper Plus Gift Card?Does the Gift Card Expire?How do I know how much credit has been loaded onto a Gift Card, and how do I know how much credit I have left?How many times can I use my Paper Plus Gift Card, and can I top it up?If my Gift Card breaks, can I have it replaced or refunded?If my Paper Plus Gift Card is stolen or lost can I have it replaced or refunded?What information can be viewed online, at www.paperplus.co.nz?What value can be loaded on to the Paper Plus Gift Cards?When do I get Fly Buys Points with my Gift Card?

My Account

Do I need to have an account with Paper Plus before I can place an order?How do I register for an account?I am a member of the My Big Deal club - how can I update my address or other details?I’ve forgotten my password - how do I re-set it?What is the Paper Plus Privacy Policy?When I register with you (join the My Big Deal club), how are my details kept secure?Why should I have an account with Paper Plus?

Ordering

Are all the books featured on the website available at Paper Plus retail stores?Can I buy a gift card and have it sent to someone else?Can I place an order for overseas delivery?Do I have to create an account to shop with Paper Plus?How do I change an order I have already placed?How do I order more than one copy of the same book?How do I place an order?How do I remove an item from my shopping bag?How do I search for the item I want?I placed an order – why didn’t I receive a confirmation email?I’ve finished shopping for books – how do I complete my order?

Payment

Can I purchase online using a Gift Card?How much do I pay for freight?Is it safe to use my credit card to purchase online?What methods of payment can I use to pay for my online order?

Returns

If I've bought a book online, can I exchange or return it to a Paper Plus retail store?I’ve ordered the wrong item – how do I exchange it?I’ve received a faulty item – how do I get it replaced?Will I be charged a courier fee to return a faulty item?

Search

Can I search by author?Can I search by ISBN?How do I find the book I'm looking for?

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