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    Frequently Asked Questions

    Contact

    How can I contact Whitcoulls?
    Email or phone the Contact Centre on 0800 904 584

    Alternatively locate your local store using the Store Locator.

    How do I report an error on the website?
    Thanks for letting us know, you can notify us here

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    Order FAQs

    Do I need an account to buy online?

    No, you can check out as a guest, meaning your details won’t be saved for a future visit.
    See our Account FAQs section for more information on the benefits of having an online account.

    How long will it take to receive my order?

    Each product displays availability information and if in stock, the delivery timeframe information which will tell you how long it will take to get to you. See more in Stock Status Information. Delivery time frames are also affected by the delivery address we are sending your order to. See more Delivery Information here.

    You will receive an Order Confirmation email when you complete your purchase on the website and it will detail the delivery time frames for each of the products you have ordered. Delivery time frames do vary across the products so please check this information to avoid disappointment.

    How can I check the progress of my order?

    When you are an account holder you can access your order history and monitor your order’s progress – simply Sign In to your account and click on Order History.

    When your order is dispatched you’ll receive an email with the courier ticket tracking link embedded in it – simply click on the link and you will be able to see the stages your parcel is taking to reach you.

    If you think your order is late being delivered please Contact Us.

    What benefits do I get by creating an account?

    Let us look after you better and make your online shopping experience faster. Easily manage your addressing and billing information, earn Whitcoulls Rewards from your online shopping, track current orders, see your order history, and manage a Wish List for those special occasions.  You can review your Rewards point transaction history, and you can opt in to get special online only deals and offers all year round.

    Click on Create Account at the top of our Home Page to register a new account. Once you have an account we recommend you sign in whenever you visit, so any special account-only Whitcoulls Rewards pricing is automatically displayed as you browse and shop, and your address details are already defaulted into the checkout area when you get there.

    If you aren't sure whether you already have an account enabled on the website please Contact Us so we can get you started. 

    How do I change my password?

    Sign in to your account using your existing password. Visit the My Account section, select My Profile and scroll down to click on the Change Password? prompt. If you can’t remember your password use the Forgot your password? link on the Sign Into Account box. Enter your email address, and click Submit - this activates an email with a link that allows you to re-set your password, then you can access your account.

    I already have a Whitcoulls Rewards Account but I haven’t had an account on the website before, what do I do?

    If you have registered your email address against your Rewards account already, you can enter either your email or your Rewards Card number to sign in online. Both can be recognised by the website but you will need to create a password the first time you want to access your account on the website. Click on Sign Into Account box and click on Forgot Your Password? Enter your email address or Rewards card number, and click Submit. We will send you an email with a link to create a new password.

    If you haven’t got an email address recorded against your Rewards account or you aren’t sure, please Contact Us so we can help you get sorted.


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    Products

    I'm looking for a specific item. How do I search for it online?

    You can enter the name of the product, the title or author of a book, or a book ISBN, in the search box in the top right corner or you can use the navigation bar at the top of the page to find the correct category.

    How close is the colour of the product on the website to the actual product?

    We try our best to ensure the colour in the image is an accurate representation of the colour of the product, but it can appear slightly different depending on the screen you are viewing it on.

    Do you have a gift registry?

    No, we do not currently offer a gift registry, but we do offer a wishlist for Whitcoulls Account members.

    How do I find out if a product is sold in my local store?

    Products with a 2-5 day delivery timeframe are also stocked in Whitcoulls stores. When viewing these products online use the Check in Store tool to see which stores in your region have stock.
    Products with delivery time frames other than 2-5 days, are not stocked in Whitcoulls stores - these are books that are ordered from our suppliers especially for each order.
    To use the Check in Store tool, select the Region nearest you, then click Check in store. Please note that the stock information is not real-time - the in stock position may change during the day at the store. Please contact the store to check before making a special trip to avoid any possible disappointment or inconvenience. If you click on the Store Name their opening times, contact phone number and map location appears.

    I want to buy an ebook, where do I find them?

    Go to Kobobooks.com for over 4 million ebook titles.
    Already a Kobo customer but having problems with your ebooks or ereader? – contact Kobo’s helpline open 24/7 on 0800 447 828
    You can also email your questions to help@kobobooks.com

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    Payment

    What payment methods do you accept?

    For website orders we accept Whitcoulls Gift Cards  and Visa, Mastercard & American Express credit cards.

    In store, we accept Whitcoulls Gift Cards, EFTPOS, Visa, Mastercard, American Express & Diners credit cards, cash, ASB True Rewards and vouchers from shopping centres with a Whitcoulls store.

    See more about Whitcoulls Gift Cards

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    Returns & Exchanges

    What's your refund policy?

    Please choose carefully, as we do not refund if you change your mind or if you made a mistake when ordering from the website.

    For products purchased in our retail stores we are happy to exchange products within 7 days of purchase, providing the goods are in resaleable condition and you have proof of purchase.
    For products purchased from our website we are happy to exchange your goods within 28 days with proof of purchase, providing the goods are in re-saleable condition. 

    If the product returned is faulty, we will meet our obligation to provide a remedy under the “Consumer Guarantees Act”.
    When a customer is purchasing a gift, a Whitcoulls Gift Exchange receipt can be provided. This is valid for 2 months from the date of purchase. If you don’t wish to exchange a returned item, we will refund the original purchase price excluding freight charges, onto a Whitcoulls Gift Card.

    If the product being returned is faulty, and the Consumer Guarantee Act applies, Whitcoulls will meet our obligation to provide a remedy under The Consumer Guarantees Act.

    DVDs, electronic games & eReaders cannot be returned unless faulty or defective.

    Can I return a gift I received?

    You can exchange a gift providing you return it within 2 month of the date it was purchased and you have the original receipt or you have a gift exchange receipt from the gift-giver.

    Can I exchange an item?

    For products purchased in our retail stores we are happy to exchange products within 7 days of purchase, providing the goods are in resaleable condition and you have proof of purchase.
    For products purchased from our website we are happy to exchange your goods within 28 days with proof of purchase, providing the goods are in re-saleable condition. 

    Where can I exchange an item?

    You can either return an item for exchange at any of our branches or if purchased from our website you may also send it to the Webstore Returns Centre for processing. Please ensure you have your till receipt or online Despatch Record with you if you take your item to a store. If returning a website order to our Returns processing centre please include a copy of your Despatch Record.

    Please note that the return for exchange is at your cost. We do not refund any freight portion charged if the products are subsequently returned or exchanged.

    Returns Address for Website Orders:
    Whitcoulls Webstore Returns,
    Private Bag 92098,
    Victoria St West,
    Auckland 1142

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    Stores

    How can I find or contact my local store?
    Whitcoulls has more than 55 stores nationwide. Use our Store Locator to find your local store.

    How do I find out if a product is sold in my local store?
    When viewing a product online use the Check in Store tool to see which stores in your region have stock. Not all products on the site are stocked in our stores.
    Products with a delivery time frame of 2-5 days are ranged in Whitcoulls stores.
    All other delivery timeframes are for products supplied to order from supplier warehouses. In some cases these are either UK or US suppliers with longer lead times for delivery

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    Whitcoulls Gift Cards

    Whitcoulls Gift Cards are the perfect gift solution.  Purchase a pre-loaded gift card online here or head in store and choose any value from $10, $50, $100, $1,000 or more.   Our gift cards are durable plastic so they can be kept safely in your wallet until you want to use them.  Choose to use the entire balance all in one go, or spend as you go, the balance will be kept on the card until the balance reaches zero. You should treat a Gift Card as if it is cash, as if it is lost or stolen, it cannot be replaced or cancelled.

     

    What is a Gift Card?

    Gift Cards look like a credit card but work like a gift voucher. Instead of having a credit balance like a credit card, Gift Cards work with a positive balance. 

    A Whitcoulls Gift Card can be used to pay for purchases on our website and at any Whitcoulls store. The Gift Card can be used all at once, or it can be used again and again.

     

    Where can I buy a Whitcoulls Gift Card?

    Gift Cards are available for purchase from all Whitcoulls stores – they can be loaded with any value from $10 - $1000.

    You can also purchase them on our website from a choice of 4 values: $30, $50, $75 or $100.

    Buy a Whitcoulls Gift Card now.

     

    How can I find out my Whitcoulls Gift Card balance?

    You can check your balance on the Check Gift Card Balance page.

    What can I buy with a Whitcoulls Gift Card?

    Gift cards can be used to buy most products at Whitcoulls stores and on our website  (Products excluded are Lotto, gift cards, phone cards, iTunes cards or stamps).

    If I want something that costs more than my Gift Card, can I use more than one Gift Card or other forms of payment?

    Yes. On our website you can use more than one gift card to complete a purchase, and also use a credit card to make up the total purchase value of your order.

    In our retail stores, if your purchase is more than the amount available on your gift card, you can make up the full amount with any other type of payment accepted in our stores. For example: credit card, or another gift card, EFTPOS or cash.

    Can I add more value on to my Gift Card?

    No, once a gift card has been purchased, the value on it cannot be increased.

    Does my Gift Card balance expire?

    The balance on a Gift Card will automatically expire two years after the date of issue which is on the back of the Gift Card.

    What should I do if my Gift Card is damaged, lost or stolen?

    Unfortunately, if your Gift Card is lost or stolen we are unable to replace or refund it. You are responsible for the safe keeping of your gift card at all times. Once a gift card has been purchased you should treat it like cash. If your card is damaged, please take it into a store and have it checked by one of our Customer Service team members. It is important that you read and understand the Gift Card Terms and Conditions  below.

    Can I return or refund a Gift Card?

    Gift cards cannot be returned or refunded. Please read the Gift Card Terms and Conditions below.

    Can I make a corporate or bulk Gift Card order?

    Whitcoulls Corporate Services can supply Whitcoulls Gift Cards for your corporate incentive, reward, loyalty, and promotional needs. You can use the Whitcoulls Gift Card as incentives or give them as gifts to your valued staff, suppliers and clients.

    To use our corporate or bulk Gift Card order service, you must order a minimum of 10 Gift Cards or have a minimum order value of $1000. For more information, please contact us.

    What are the Gift Card Terms and Conditions?

    • You should treat a Gift Card as if it is cash. If it is lost or stolen it cannot be replaced or cancelled.
    • Gift Cards have no value until activated at time of purchase.
    • Gift Cards are issued by Whitcoulls 2011 Limited.
    • Gift Cards are redeemable for products (excluding Lotto, gift cards or gift vouchers, or stamps) at Whitcoulls stores and on our website.
    • A Gift Card may not be returned, or redeemed for cash.
    • A Gift Card cannot be reloaded, and unused balances at the expiry date will not be refunded.
    • Any unused value on the Gift Card expires 2 years after date of issue.
    • To use, simply present the Gift Card for full or part payment of goods at the time of purchase. The amount of any purchase will be deducted from the Gift Card.
    • Whitcoulls Gift Cards can be purchased in store and on our website.
    • Whitcoulls is not responsible if a Gift Card is lost, altered, damaged or stolen, or used without permission.
    • Gift Cards will not be refunded or replaced.
    • Gift Card value cannot be redeemed for cash or credited to an account.
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