FAQs

My order has been placed, have you received it?

Henry and Paul will send you an order confirmation as soon as we have received your order. If you do not receive this confirmation within 24 hours of placing the order, please drop us a line at [email protected] or call us on 0800 143 679 during business hours Monday to Friday. If you call outside of these times, don't waste your call, leave us a voice message we will return your call the next working day.

My checkout process is getting an error message, what do I do?

Upon receiving an error on checkout, please logout and re-try within a different browser.
If you still receive an error after attempting the steps above, please email[email protected]

My order is damaged or incorrect, what do I do?

We are so sorry to hear this - let's get this resolved as quickly as possible.
If your order is damaged or incorrect, please drop us a line at [email protected] or call us on 0800 143 679 during business hours Monday to Friday. If you call outside of these times, leave us a voice message we will return your call the next working day.

Who will deliver my order?

You will receive your order from our delivery partner Post Haste.

What is the cost for handling and shipping?

Henry and Paul does not charge any handling fees. We are proud to offer you free delivery to anywhere in New Zealand for all orders over $300.  If your order total is less than $300, our shipping charges are dependent on number of cases, delivery location and weight of delivery. The shipping cost will be clearly shown prior to checkout and added to your total prior to payment. 

How long will my order take to be delivered?

Henry and Paul are committed to delivering your order within 10 working days of the confirmation receipt of your order being sent to you.

How do I track my order and delivery status?

Once your order has been confirmed, you will receive a series of tracking notifications from Post Haste via email. This will include your order tracking number and delivery tracking details.

Where is my order sent from?

All Henry and Paul orders are picked and packed by our third party provider, Mainfreight, in Otahuhu, Auckland.

If I miss my delivery from Post Haste, what will happen?

You should receive a Post Haste calling card indicating you have missed your delivery.
This will contain instructions on how to collect your order.

What shipping options are available?

Henry and Paul orders are currently dispatched via Post Haste.

Do I have to be at home to accept my order?

A person over the age of 18 years old must be available to accept your order.
If there is nobody home, you should receive a Post Haste Calling Card indicating you have missed your delivery.
This will contain instructions on how to collect your order.

Do I have to sign for my order?

To make sure your order reaches you and in line with New Zealand law, a signature from a person over 18 years is required upon delivery.

Can I collect my order?

Henry and Paul does not offer the opportunity for you to collect your order. Henry and Paul has partnered with Post Haste to offer a secure and reliable direct delivery service to you.

Do you deliver overseas?

We do not deliver overseas, we do deliver to all parts of New Zealand.

Do you deliver to a post office box?

Your Henry and Paul order must be signed for by a person over the age of 18, therefore we do not deliver to post office boxes.

My order has not arrived, what can I do?

We’re so sorry to hear that your order has been delayed
If you have not received your order within 10 working days, please drop us a line at [email protected] or call us on 0800 143 679 during business hours Monday to Friday. If you call outside of these times, please leave us a voice message we will return your call the next working day.

Can I return my order?

If your order has been delivered damaged or incorrect, we will happily organise a refund or replacement within 14 days of receiving the goods.
Please email us at [email protected] or call us on 0800 143 679 during business hours Monday to Friday. If you call outside of these times, leave us a voice message we will return your call the next working day. You will not incur a cost to do this when the issue is due to a fault or mistake caused by us.

Can I exchange my order?

If you are not happy with your order we will try our best to help you, however this is at the discretion of our Customer Service team.
Please email us at [email protected] or call us on 0800 143 679 during business hours Monday to Friday. If you call outside of these times, leave us a voice message we will return your call the next working day.
For any exchanges of a delivered product, additional delivery charges will be incurred at your expense. Please note that all returned goods must be in their original condition and packaging.

When will I get my refund?

Once the refund has been approved, it takes 5-7 working days for the refund to be made to your payment services provider (for example your credit card supplier).

I'm trying to log in to my online account but it's not working, what can I do?

The quickest way to solve any log in issues is to reset your password. This can be done by clicking 'Forgot your password?' on the log in screen. This will immediately send an automated email to the email address linked to your acount, where you will receive a link to reset your password.

How can I update the contact details on my online account?

It's easy to update any of your contact details online.

After log in;
Click on the thumbnail with your initials in the top right corner of the menu, this will take you to your account page.
Once on your account page, you will see a menu on the left-hand side, click on 'Info', here you will be able to update your information.
After you've made the necessary updates, scroll down and click Save. 

Please note that you will need to contact us on [email protected] if you wish to change your email address, as you are currently unable to do so in your account.

How can I pay for my online order?

We accept payments using MasterCard, Visa, and American Express.

After log in;
Click on the thumbnail with your initials in the top right corner of the menu, this will take you to your account page.
Once on your account page, you will see a menu on the left-hand side, click on Communication.
Then uncheck the box and click Save.

If you cannot find the answer to your question here, we recommend you email our online shop customer service team at [email protected] and let the advisor know the details of your order and / or about your open question.
Our online shop customer service team is available Monday through Friday during business hours. Our advisors are happy to assist you.