TERMS AND CONDITIONS
These terms and conditions govern your use of the Paper Plane online store. By placing an order, you agree to abide by these terms. If you do not agree with them, please refrain from using the Paper Plane online store.
CLICK AND COLLECT
Click & Collect orders placed before 8am will be ready for pick up same day. Orders placed after 8am will be ready the next day. Need it sooner? Just contact us with your order number ready.
ORDER PROCESSING
We ship to New Zealand and Australia.
Your order will be delivered by Post Haste, NZ Post, or NZ Couriers, and will require a signature upon delivery so please ensure someone is available to sign for the parcel.
Orders placed on weekdays before 8am are dispatched same day. Orders placed after 8am are dispatched the next weekday. Orders placed on weekends and public holidays are dispatched the following weekday. During flash sales, dispatch times may be subject to delays due to high order volumes.
Need gift wrapping, a handwritten note, or specific delivery instructions? You’ll find a Special Instructions box below your cart before Checkout. Just add your requests here and we’ll handle the rest!
Once your order is on its way, you’ll receive a shipping confirmation email with a tracking number for you to monitor its progress – this may take a few hours to update. If you have not received this, please check your junk mail folder or email us.
Upon delivery, please check your order to make sure everything is just as you hoped. If you spot any issues, please reach out to us at info@paperplanestore.com within 2 business days.
View our Returns Policy here.
CHANGES OR CANCELLATIONS
You can adjust or cancel your order as long as it hasn’t been dispatched. Once it leaves our premises, we can no longer make changes.
SHIPPING AND DELIVERY
NEW ZEALAND
North Island Urban Delivery – $8
North Island Rural Delivery / Waiheke Island – $12
South Island Delivery – $12
Our standard delivery time from date of dispatch is typically 1 - 3 business days for North Island and 3 - 5 business days for South Island. Please allow a couple of extra days for rural deliveries and oversized items.
We cannot deliver to a PO BOX.
AUSTRALIA
Australia – $20
Our standard delivery time from date of dispatch is typically 5 - 10 business days. Please note that this estimate does not account for potential delays due to Australia customs clearance. Paper Plane has no control over customs, biosecurity or import duties that may apply upon arrival into Australia. You are responsible for any additional charges.
DELIVERY ISSUES
While we’d prefer they didn’t, mistakes happen!
If you receive an incorrect item, please contact us with your order number, a photo of the item you received, and the name of the item you were expecting. We’ll arrange to collect the incorrect item from your address. Once it’s been picked up, we’ll send you the correct item right away.
If there is any damage to your order upon delivery, please let us know within 3 working days. We’ll need photo evidence of the damaged item and its packaging. Keep the original packaging and content, as the courier company will need to collect it for inspection. If a replacement isn’t possible, we’ll offer you the choice of a gift voucher or a refund for the item and shipping costs incurred.
If your order hasn’t arrived within 10 days (NZ) or 20 days (AUS) from the dispatch date, please contact us immediately at info@paperplanestore.com so we can file an inquiry with the courier.
Please note, we can’t assist with issues reported after 14 days (NZ) or 30 days (AUS) from the dispatch date due to courier policies.
AVAILABILITY
All items are subject to availability. Our online store and physical store share inventory which means simultaneous purchases may affect availability. If any items you ordered are out of stock, we'll let you know as soon as possible and do our best to help with your order.
Selected products are only available to customers in New Zealand due to shipping restrictions. This will be specified in the description of the item’s Product page and during Checkout.
PRE-ORDERS
Select products are available for Pre-Order, so you can reserve high-demand items that might sell out quickly. Look for Pre-Order details in the title and description on the Product page. While we strive to provide accurate delivery estimates, please be aware that delays might occur due to third-party suppliers or order discrepancies. If there are any changes to the estimated delivery time, we’ll notify you right away.
PRICING AND PAYMENT
All prices listed on the Paper Plane online store are in New Zealand Dollars and do not include delivery costs.
We accept payment by credit card, bank transfer (NZ) and Afterpay (NZ). Credit card payments are processed by Shopify Payments. No card details are stored by Shopify Payments.
CONTENT ACCURACY
We strive to ensure product descriptions and specifications are accurate at publication and strive for accurate colour representation, but cannot be responsible for colour variations due to browser or system differences.
Prices are current but may change without notice. We aim to provide accurate descriptions and pricing, but we cannot guarantee that the site will be free of errors. We are not liable for any loss or damage that may arise from using the information provided on this website.
PRIVACY AND SECURITY
We are committed to protecting your privacy. Paper Plane will never share your personal information with third parties, including those on our mailing list. The information we collect is used only to process your order and keep you informed.
Joining our mailing list is optional but recommended for the latest news and store updates. If you wish to unsubscribe, simply scroll to the bottom of our latest newsletter and select ‘unsubscribe’.