Frequently Asked Questions
If you can't find the answer you are looking for please contact us
General Enquiries
Not all products on the Whitcoulls website are stocked in our stores - many books are sourced directly from our suppliers to fill your order. The shipping time frames are shown for each product just above the Add to Cart button on the page. This shipping timeframe is also shown for each product on your order confirmation email and web order history.
Ships in 2-5 days
If in stock, these products will be dispatched in 2-5 working days from your order being placed, unless an item ordered is unexpectedly out of stock. Orders received before midday are usually shipped the same day, weekdays only, (excludes public holidays). These products can also be found in many of our stores. Use the Check InStore tool on the Product Detail page to see if a store near you has stock. It pays to ring the store first if you are planning a special journey to buy a particular product, as stock is only updated overnight and can be sold throughout the day at the store.
Ships in 12-15 days
These products are in our supplier warehouses and have a longer lead time to dispatching. These products are not stocked in our stores and are only available to order on the website.
Currently In Store Only
Sorry these products can’t be ordered online for the time being, but you can check to see if a store near you has stock.
To check instore availability : Select your Region, then click the Check InStore button.
It pays to ring the store first if you are planning a special journey to buy a particular product, as stock is only updated overnight and can be sold throughout the day.
In Store Only
These products are not available to order online. Please use the Check in Store tool on the product details page to see if a store near you has stock.
To check instore availability : Select your Region, then click the Check InStore button.
It pays to ring the store first if you are planning a special journey to buy a particular product, as stock is only updated overnight and can be sold throughout the day.
Due DD Month
These products are due for release on the date shown. Many books have a specific release date that we must comply with, so these titles are not available to purchase unless the release date has been reached, and stock has been delivered on time.
Pre Order
There’s nothing like eagerly anticipating a new release, so where we can, we offer pre orders to ensure you don’t miss out. When we can, we dispatch your pre order on the evening before the product is released. Depending on your delivery address, these orders can be delivered the very next day.
Ships in 2-5 days
If in stock, these products will be dispatched in 2-5 working days from your order being placed, unless an item ordered is unexpectedly out of stock. Orders received before midday are usually shipped the same day, weekdays only, (excludes public holidays). These products can also be found in many of our stores. Use the Check InStore tool on the Product Detail page to see if a store near you has stock. It pays to ring the store first if you are planning a special journey to buy a particular product, as stock is only updated overnight and can be sold throughout the day at the store.
Ships in 12-15 days
These products are in our supplier warehouses and have a longer lead time to dispatching. These products are not stocked in our stores and are only available to order on the website.
Currently In Store Only
Sorry these products can’t be ordered online for the time being, but you can check to see if a store near you has stock.
To check instore availability : Select your Region, then click the Check InStore button.
It pays to ring the store first if you are planning a special journey to buy a particular product, as stock is only updated overnight and can be sold throughout the day.
In Store Only
These products are not available to order online. Please use the Check in Store tool on the product details page to see if a store near you has stock.
To check instore availability : Select your Region, then click the Check InStore button.
It pays to ring the store first if you are planning a special journey to buy a particular product, as stock is only updated overnight and can be sold throughout the day.
Due DD Month
These products are due for release on the date shown. Many books have a specific release date that we must comply with, so these titles are not available to purchase unless the release date has been reached, and stock has been delivered on time.
Pre Order
There’s nothing like eagerly anticipating a new release, so where we can, we offer pre orders to ensure you don’t miss out. When we can, we dispatch your pre order on the evening before the product is released. Depending on your delivery address, these orders can be delivered the very next day.
We use Courier Post couriers to deliver all our parcels. 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 have any questions about delivery once you receive this email, please contact Courier Post directly as they can help you best once your parcel has been dispatched from our warehouse.
Once an order is dispatched it gets delivered the following working day to addresses in the main metro areas of both North and South Islands. For smaller centres allow another working day for delivery. Rural Delivery (RD) addresses can take longer as Courier Post passes their parcels onto RD contractors who then make the delivery.
If there's not a suitable place to leave the parcel, the courier will leave a Card to Call - your parcel stays with Courier Post and they will re-deliver it at a mutually agreed time and place. Simply call the 0800 number on the card to arrange a re-delivery. You will need to read out the ticket number from the card so make sure you have it handy when you call. Contact Courier Post
Once an order is dispatched it gets delivered the following working day to addresses in the main metro areas of both North and South Islands. For smaller centres allow another working day for delivery. Rural Delivery (RD) addresses can take longer as Courier Post passes their parcels onto RD contractors who then make the delivery.
If there's not a suitable place to leave the parcel, the courier will leave a Card to Call - your parcel stays with Courier Post and they will re-deliver it at a mutually agreed time and place. Simply call the 0800 number on the card to arrange a re-delivery. You will need to read out the ticket number from the card so make sure you have it handy when you call. Contact Courier Post
Should any damage be found after opening your parcel due to the damage being concealed (i.e. not obvious due to packaging) please notify Whitcoulls within 24 hours of delivery. We can discuss replacement or refund options, and will have the courier driver collect the damaged item and return it to us. Please Contact Us
We work hard to ensure all orders are processed correctly, but sometimes a mistake may happen. Please let us know as soon as possible so we can put things right. Contact Us
Review our Returns and Exchanges Policy.
Review our Returns and Exchanges Policy.
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 here 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.
Click here 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.
For an existing Rewards customer to log in to your account you need to have an email address recorded against your account and have created a password previously. If you aren't sure if you have a password use the Forgot Your password link from the Login box, to reset your password now.
If you arent sure whether we have the correct or complete details for your account please call us on 0800 904 584 and we can check your details and make any corrections.
If you have an email recorded against your account then click on the Forgot your Password link from the Login box. We will send you an email with a password reset link to use to create a new password.
If there's an error message "Email or password doesn't match" please call us on 0800 904 584.
If you arent sure whether we have the correct or complete details for your account please call us on 0800 904 584 and we can check your details and make any corrections.
If you have an email recorded against your account then click on the Forgot your Password link from the Login box. We will send you an email with a password reset link to use to create a new password.
If there's an error message "Email or password doesn't match" please call us on 0800 904 584.
Wishlists are a great way to save products while browsing. You can give your Wishlist a name to help identify its purpose or contents, and you can have as many Wishlists as you like.
You can add or remove products easily, email the wishlist to a friend, and also delete a wishlist. When you are ready to purchase, go to your Wishlist page, select the Wishlist and click Add All to Cart. Note that price and availability may have changed since you created the wishlist. These will be verified on Add to Cart so please review the product details in the Checkout Basket phase.
You can add or remove products easily, email the wishlist to a friend, and also delete a wishlist. When you are ready to purchase, go to your Wishlist page, select the Wishlist and click Add All to Cart. Note that price and availability may have changed since you created the wishlist. These will be verified on Add to Cart so please review the product details in the Checkout Basket phase.
What payment methods do you accept?
For website orders you we accept Whitcoulls Gift Cards, eGift Cards, Afterpay, and Visa, Mastercard & American Express credit cards. If you are a Whitcoulls Rewards member you can also redeem Rewards as payment for an order - read more about using your Rewards online here.
In store we accept Whitcoulls Gift Cards, eGift Cards, Whitcoulls Rewards, EFTPOS, Visa, Mastercard, American Express & Diners credit cards, cash, ASB True Business, Afterpay, and vouchers from shopping centres with a Whitcoulls store.
See more about Whitcoulls Gift Cards
For website orders you we accept Whitcoulls Gift Cards, eGift Cards, Afterpay, and Visa, Mastercard & American Express credit cards. If you are a Whitcoulls Rewards member you can also redeem Rewards as payment for an order - read more about using your Rewards online here.
In store we accept Whitcoulls Gift Cards, eGift Cards, Whitcoulls Rewards, EFTPOS, Visa, Mastercard, American Express & Diners credit cards, cash, ASB True Business, Afterpay, and vouchers from shopping centres with a Whitcoulls store.
See more about Whitcoulls Gift Cards
Whitcoulls Gift Cards are the perfect gift solution. Purchase a pre-loaded e-gift card, or gift card online here or head in store. On our online store, you can either choose any value from $20, $30, $50, $100, or enter your own amount. Up to $500.00 can be loaded on an eGiftcard, or Gift card online.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.
A Whitcoulls Gift Card or eGift card can be used to pay for purchases on our website and at any Whitcoulls store. The Gift Card or eGift card can be used all at once, or it can be used again and again - until the value is entirely consumed..
eGift cards can be either emailed directly to the email address of your recipient or you can select the printable format and download a pdf for printing. There is a barcode that can be presented at the checkout in our stores and scanned. For use online please enter the Gift Card number into the Gift Card field, followed by the Pin number, in the Payment section of the Checkout.
Our plastic 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.
eGift cards can be either emailed directly to the email address of your recipient or you can select the printable format and download a pdf for printing. There is a barcode that can be presented at the checkout in our stores and scanned. For use online please enter the Gift Card number into the Gift Card field, followed by the Pin number, in the Payment section of the Checkout.
Our plastic 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.
You can check your balance on the Gift card balance checker - follow the link and enter in the Gift Card / eGift card number and PIN
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 and stamps.
Yes. On our website you can use more than one Gift Card or eGift card to complete a purchase, and also use a credit card or redeem Whitcoulls Rewards 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.
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.
No, once a Gift Card or eGift card has been purchased, the value on it cannot be increased.
The balance on a Gift Card or eGift card will automatically expire two years after the date of issue.
On an egift card the expiry date is printed alongside the eGift card number.
On a plastic Gift Card the expiry date is on the back of the Gift Card.
On an egift card the expiry date is printed alongside the eGift card number.
On a plastic Gift Card the expiry date is on the back of the Gift Card.
Unfortunately, if your Gift Card or eGift Card is lost or stolen, or an incorrect email is used to send an eGift card, we are unable to replace or refund it.
You are responsible for the safe keeping of your Gift Card or eGift card at all times. Once a Gift Card or eGift 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.
You are responsible for the safe keeping of your Gift Card or eGift card at all times. Once a Gift Card or eGift 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.
Gift Cards cannot be returned or refunded.
Please read the Gift Card Terms and Conditions below.
Please read the Gift Card Terms and Conditions below.
Whitcoulls Corporate Services can supply Whitcoulls Gift Cards or eGift cards for your corporate incentive, reward, loyalty, and promotional needs. You can use the Whitcoulls Gift Cards 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 need to order a minimum of 10 Gift Cards or have a minimum order value of $1000. For more information, please contact us.
To use our corporate or bulk Gift Card order service, you need to order a minimum of 10 Gift Cards or have a minimum order value of $1000. For more information, please contact us.
You should treat a Gift Card / eGift card as if it is cash. If it lost or stolen, it cannot be replaced or cancelled.
Gift Cards have no value until activated at time of purchase.
Gift Cards / eGift cards are issued by Whitcoulls 2011 Limited.
Gift Cards / eGift cards are redeemable for products (excluding Lotto, Gift Cards / eGift cards , or pre paid mailing product including stamps) at Whitcoulls stores and on our website.
A Gift Card / eGift card may not be returned, or redeemed for cash.
A Gift Card / eGift card cannot be reloaded, and unused balances at the expiry date will not be refunded.
Any unused value on the Gift Card / eGift card expires 2 years after date of issue.
To use, simply present the Gift Card / eGift 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 / eGift card.
Whitcoulls Gift Cards can be purchased in store and on our website. eGift cards can only be purchased on our website.
Whitcoulls is not responsible if a Gift Card / eGift card is lost, altered, damaged or stolen, or used without permission.
Gift Cards / eGift cards will not be refunded or replaced.
Gift Card / eGift card value cannot be redeemed for cash or credited to an account.
Gift Cards have no value until activated at time of purchase.
Gift Cards / eGift cards are issued by Whitcoulls 2011 Limited.
Gift Cards / eGift cards are redeemable for products (excluding Lotto, Gift Cards / eGift cards , or pre paid mailing product including stamps) at Whitcoulls stores and on our website.
A Gift Card / eGift card may not be returned, or redeemed for cash.
A Gift Card / eGift card cannot be reloaded, and unused balances at the expiry date will not be refunded.
Any unused value on the Gift Card / eGift card expires 2 years after date of issue.
To use, simply present the Gift Card / eGift 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 / eGift card.
Whitcoulls Gift Cards can be purchased in store and on our website. eGift cards can only be purchased on our website.
Whitcoulls is not responsible if a Gift Card / eGift card is lost, altered, damaged or stolen, or used without permission.
Gift Cards / eGift cards will not be refunded or replaced.
Gift Card / eGift card value cannot be redeemed for cash or credited to an account.
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 at the top of the page.
A search term can be part of the title and part of the authors name - this will often give a smaller and probably closer set of results than more general or common words or phrases.
You don't need to include words like "the" or "and"
Once a set of results has appeared you may want to further refine your results using the Refine options.
You can enter the name of the product, the title or author of a book, or a book ISBN, in the search box at the top of the page.
A search term can be part of the title and part of the authors name - this will often give a smaller and probably closer set of results than more general or common words or phrases.
You don't need to include words like "the" or "and"
Once a set of results has appeared you may want to further refine your results using the Refine options.
Click on the Refine heading to display the Refinement options.
Each main product category will display if products in those categories are in your results set:
Books ; Stationery ; Art and Craft ; Game and Puzzles ; Toys ; Clearance
You may also see these other attributes depending on your results set:
Range
Series (Books Only)
Age Group
Price
New Zealand
On Sale
Promotions
Hover your mouse over an attribute you wish to refine by - it will display the values for further refinement. Click on the option and your search results will be filtered to show those products whose attributes match those of your selected option(s)
You can select more than one attribute to help you refine your search until you can see the exact product(s) you are looking for.
Each main product category will display if products in those categories are in your results set:
Books ; Stationery ; Art and Craft ; Game and Puzzles ; Toys ; Clearance
You may also see these other attributes depending on your results set:
Range
Series (Books Only)
Age Group
Price
New Zealand
On Sale
Promotions
Hover your mouse over an attribute you wish to refine by - it will display the values for further refinement. Click on the option and your search results will be filtered to show those products whose attributes match those of your selected option(s)
You can select more than one attribute to help you refine your search until you can see the exact product(s) you are looking for.
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.
Products that are sold in
our stores will display the Check in Store tool.
Select the Region nearest you, then click Check Instore button.
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.
Not all products on the website are stocked in our stores - many books are sourced directly from our suppliers to fill your order, so for these products there is no Check in Store tool.
Store Locator
Select the Region nearest you, then click Check Instore button.
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.
Not all products on the website are stocked in our stores - many books are sourced directly from our suppliers to fill your order, so for these products there is no Check in Store tool.
Store Locator
For products purchased in our retail stores we are happy to exchange products within 14 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 you exchange a product that was purchased on special for a different product, you will have to pay the full retail price, not the special price if the promotion has ended.
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 for in store purchases. This is valid for 2 months from the date of purchase.
All orders placed online receive a receipt included in the parcel we send.
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.
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 you exchange a product that was purchased on special for a different product, you will have to pay the full retail price, not the special price if the promotion has ended.
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 for in store purchases. This is valid for 2 months from the date of purchase.
All orders placed online receive a receipt included in the parcel we send.
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.
You can exchange a gift providing you return it within 28 days of the date it was purchased and you have the original receipt or you have a gift exchange receipt from the gift-giver.
We are happy to exchange your goods, within 28 days, with proof of purchase, providing the goods are in their original condition.
You can either return an item for exchange at any of our Stores 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 Dispatch Record or Invoice 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 Invoice or Dispatch 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
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