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Help Centre

Questions

  • What is freight going to cost me?
    If your order is under $50, our freight charge is $6.90. For orders that are $50 or more, generally no freight is charged, but there are some exceptions, e.g. if you order furniture.

    To check the freight charge, add all the items you want into your cart. Your cart will show any freight charge that applies to your order.
  • Will everything on my order be sent to me in one delivery?
    We ship items once they are available. For example, if your order contains one book which arrives in 1-2 days and another which arrives in 4-9 days, there will be two separate deliveries to you.

    Separate deliveries are made at no extra cost to you.

    We include a packing slip with each delivery. This will show all items that should have been delivered. If what you have received does not match the packing slip, please email us 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.
  • What delivery options do I have?
    If you order a number of items, these may be sent to you from a variety of places, e.g. a Paper Plus store, our distribution centre, etc. Different couriers may be used depending on where your item is coming from.

    If you want a specific type of courier delivery, for example signature required, or no signature, please enter this into the Notes field when placing your order. Alternatively you can email to webstore@paperplus.co.nz.

    If you want all items on your order held and then sent to you in one consignment, please type this into the Notes field when placing your order. We'll accommodate your request if we can, though it will depend on the items you ordered, and how these are being supplied to you.

    Click and Collect will appear as an option for you if all the items you're buying will be supplied by our retail store. You will see this option appear in the "My Details" screen if it's available for your order.

    If you need any help with the above, please contact us at webstore@paperplus.co.nz.
  • 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.

    Each time we dispatch an item to you, we will automatically email you with a link to courier tracking information. If you check the link and there's no information as yet, please wait a couple of hours or overnight 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 please 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 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 working days. The courier is required to get a signature when delivering the gift card.
  • 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.
  • 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 such as Great Barrier, Chathams etc.
  • Will you send my order to a post office box address?
    This will depend on what you are ordering and which courier will be used to deliver your order. Please email us at webstore@paperplus.co.nz with details of what you want to order, and we can let you know.
  • Has my order been sent to me yet?
    As soon as your item is on its way to you, we will email you to let you know. Our email will include a link to courier tracking information.

    Delivery is generally the next working day after your dispatch email, though delivery to a Rural Delivery address can take longer.

    The courier may need to get a signature when delivering the package to your delivery address.
  • How soon will I receive my order?
    We show the estimated delivery timeframe for each product on our website, and also in your order confirmation email.

    If your order has taken longer than this, please email webstore@paperplus.co.nz for an update.

What is freight going to cost me?

If your order is under $50, our freight charge is $6.90. For orders that are $50 or more, generally no freight is charged, but there are some exceptions, e.g. if you order furniture.

To check the freight charge, add all the items you want into your cart. Your cart will show any freight charge that applies to your order.