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Help Centre

Questions

  • How soon will I receive my order?
    When you browse for an item on our website, you'll be shown the estimated number of days before it is delivered.

    If your order is taking longer than you think it should, email us at webstore@paperplus.co.nz for an update on expected delivery dates.
  • Has my order been sent to me yet?
    As soon as your item has been sent from our distribution centre, we will email you so you know it's on its way.

    Delivery is generally the next working day after your dispatch email, though it may take longer depending on your delivery address. Rural delivery can take an extra 1-3 working days.

    The courier may need to get a signature when delivering the package to you.
  • I ordered a gift card for a friend - how quickly will it be delivered to them?
    We generally process gift card orders placed by 3pm on the same day the order was placed, or the next working day if the order was placed on a weekend or holiday. We will automatically email you once the gift card has been dispatched.

    Gift cards are sent out by courier, with delivery usually the next working day, depending on your delivery location. Rural delivery can take an extra 1-3 business days.

    The courier is required to get a signature when delivering the gift card.
  • Will you send my order to a post office box address?
    This will depend on what you are ordering. Please contact us to discuss further.
  • How do I track my order?
    You can check the status of your order by clicking on "My Order Status". (This link is at the bottom of our web page.)

    Enter your order number and the surname (last name) you used when placing your order.
  • Why don't I see any information when I try and track the courier's progress?
    It may take a few hours, as the courier might not have scanned the package into their tracking system yet. Check back again later, and if there's still a problem contact us at webstore@paperplus.co.nz.
  • Can I change the delivery address for an order that I have already made online?
    Yes, you can change your delivery address as long as your item hasn't already been dispatched to you. Please email us on webstore@paperplus.co.nz as soon as possible with the new address.

    We will let you know whether or not we have been able to make the change for you.
  • I only received part of my order - where are the rest of the items?
    If you ordered a number of products, these may be coming from different suppliers, with different delivery periods. Rather than make you wait for all your items to arrive, we will send them to you as we receive them.

    Please check your packing slip - this will show all items that should have been delivered. If what you have received does not match the packing slip, please email us as soon as possible at webstore@paperplus.co.nz so we can investigate.

    Occasionally a supplier will advise there is a delay in providing a particular item. In this case we will contact you to see whether or not you are happy to wait.
  • Can my order be sent to an international address?
    Sorry - at this stage we can only deliver within mainland New Zealand.

    Apart from Waiheke Island, we cannot deliver to coastal islands, e.g. Great Barrier, Chathams.
  • How much do I pay for the courier charge?
    Orders $50 and over are generally delivered free*. Otherwise our standard packing and delivery charge is $6.90 (incl GST).

    Note:
    1. * Some special items (including furniture) will incur additional freight charges. These charges are shown on the product order screen.
    2. We only deliver within New Zealand.
  • I've received an incorrect item - what do I do?
    If you have received an incorrect or faulty item, please let us know straight away by emailing webstore@paperplus.co.nz. We will sort it out for you as quickly as possible.
  • Can my order be sent to a coastal NZ island?
    Apart from Waiheke Island, we cannot deliver to coastal islands, e.g. Great Barrier, Chathams.

How soon will I receive my order?

When you browse for an item on our website, you'll be shown the estimated number of days before it is delivered.

If your order is taking longer than you think it should, email us at webstore@paperplus.co.nz for an update on expected delivery dates.