Frequently Asked Questions

What are the benefits of Business Membership?

Find out on our Applying for Membership page.

How do I get login details for my Business Account?

Click Contact Us or call 0800 222 246 and our Customer Services team will provide your login details.

Are my details secure?
 

Yes. When you supply any personal details, including details for a credit account, they're sent over the Internet using 128-bit encryption - that is, an encryption key 128 digits long. And all personal information you give us - and your orders - are stored behind a firewall (software and hardware preventing unauthorised system access). See Privacy & Security for more details.

How do I contact Warehouse Stationery?

Click Contact Us or call 0800 222 246 and our team will help you.

How do I update my personal details?

On Sign In, the My Membership page displays. Click My Information to update your personal details.

How do I change my password?

On Sign In, the My Membership page displays. Click My Information to change your password.

I’ve forgotten my password
 

On the Membership Sign In page, click Forgot Password. Enter your email address and click Send. A new temporary password will be emailed to you.

How do I quickly find a product?

It’s easy to find the product you want. Mouse-over a mega menu category (e.g. Office Supplies or Ink & Toner) to display its sub-categories. Clicking a sub-category displays the list of products.

Or enter a keyword or product code in the search box (top right of page). On entering 3 characters, search suggestions will display. Each search suggestion will contain a list of results to review.

How do I create an order?

Placing an order is easy.  When you’ve selected an item, click Add to Cart. After adding all the items you want, click Checkout. This will start the payment process by displaying the Shipping page or will prompt you to Login (if you’re a member not logged in).

But you don’t need to register or be a member to shop. You can check out as a guest.

How do I view an order?

To view or modify the contents of your shopping cart at any time, click the Cart link at the top of the page.

How do I cancel or amend a placed order?

Call 0800 222 246. Our Customer Services team will assist you.

How can I see if a product is out of stock?

Out of stock products are marked Out of stock and cannot be added to your cart.

How do I change item quantity in my cart?

Simply select the quantity required and click Update.
 

How do I delete an item from my cart?

Click Remove to delete the item from the cart.

What specials are available online?

Details of current special offers can be found in our latest mailer. Special promotional prices display in orange on this site.

How do I know my order’s been received?

We send an order confirmation email to your inbox on successful submission of an order.

I haven’t received my order confirmation email …

Go to My Details in My Membership. Check the email address provided is correct. 

If it’s incorrect, update your email and save. Otherwise, contact us and our team will assist you.

How do I save an order?

Your order is automatically saved in the shopping cart for up to 4 hours. In the shopping cart, you also have the option of saving the order as a shopping list.

Can I continue adding to my order over a period of time?

Your order is automatically saved in the shopping cart for up to 4 hours.

How do I pay for my order?

The site accepts Visa, Master Card, Union Pay or American Express credit card payment.

Your credit card is charged on placing your order.

Warehouse Stationery does not store your credit card details.

All credit card transactions are handled by DPS Payment Express and are fully secured.

Pay with BizRewards points.

We now offer POLi Internet Banking.

You can pay with Zip - 4 interest free payments (conditions apply), and not available for BizRewards customers.

What is Visa’s easy, smart and secure online checkout with ?

Wherever you see this icon you can enjoy an easy, smart and secure online checkout. To make a purchase, you’ll no longer have to enter 16-digit primary account numbers, look up passwords or fill out long forms. You’ll be able to store your payment and shipping preferences. Enjoy this new experience to pay with your Visa cards when you see this icon where Visa credit and debit are accepted. For more information, please visit Visa’s website.

What has happened to Visa Checkout?

Visa Checkout has evolved, and Visa is working with other card brands to bring you an improved digital payment experience. With this evolution, your Visa cards on Visa Checkout can now be used at The Warehouse or anywhere you see the icon where Visa credit and debit are accepted.

Why am I getting an error when I add my payment card?

If you receive an error message when trying to input your payment card information, it is likely that your billing information does not match the billing information associated with that card.

Please be sure to enter your correct card information – cardholder name, 3-digit CVV security code, expiration date and 16-digit card number – with information that matches what you have on file with the card issuer. If the problem persists, please contact Visa or visit Visa’s website for more information.

Why did I receive a one-time code?

Visa takes the security of your information very seriously. To make sure it’s really you signing in, Visa has sent a one-time code to the email address you signed up with to help keep your information safe.

I am a Visa Checkout user. Can I still use the cards that are enrolled on Visa Checkout in Visa’s easy, smart and secure online checkout with ?

If you have used Visa Checkout at The Warehouse in the past, please now look for this icon to pay with the same card you used with Visa Checkout. Please note that, in the future, if you use a non-Visa card to pay, the corresponding card network will deliver your experience, not Visa. To learn more about these changes, please visit Visa’s website

Why is my Visa Checkout information being remembered in Visa’s easy, smart and secure online checkout with when I never signed up?

With this evolution, your Visa cards in Visa Checkout can now be used to click to pay whenever you see this icon where Visa credit and debit are accepted. If you have used Visa Checkout at The Warehouse in the past, please now look for the icon to click to pay with the same card you used with Visa Checkout. Some existing Visa Checkout users may need to re-verify themselves through one-time codes when using the new easy, smart and secure online checkout for the first time.

If you had opted into ‘Remember Me’ or ‘Trust this Device’ on Visa Checkout, Visa has made sure to honor those preferences and carried them over to this improved digital payment experience. Your non-Visa cards saved in Visa Checkout will not automatically transfer. You will need to set up your non- Visa cards for this digital payment experience through the corresponding card network. Please note that, in the future, if you use a non-Visa card to pay, the corresponding card network will deliver your experience, not Visa. To learn more about these changes, please visit Visa’s website

Why am I seeing a Mastercard or American Express screen when I select Visa Checkout?

Visa is working with other participating card brands including Mastercard and American Express to bring you an improved easy, smart and secure online checkout. Therefore the experience may vary depending on the card brand you are using.

Why is the one-time code still required after turning on the trust this device setting?

The ‘Trust this Device’ setting works with your browser’s cookies. When you turn on the ‘Trust this Device’ setting, Visa will drop non-essential cookies on your device’s browser so you can be recognized on that browser and device – allowing you to make subsequent purchases without having to enter a one-time code.

The ‘Trust this Device’ setting will expire after 6 months. If you delete the cookies from your browser, or if your browser settings are set to delete cookies every time you exit your browser, the next time you use your browser to use or access your Visa card with Visa’s easy, smart and secure online checkout with , you’ll be required to enter a one-time code to re-enable the ‘Trust this Device’ setting. You can manage how your browser handles cookies in your internet browser settings.

In addition, you will still be required to enter a one-time code if you want to make changes to your card or address information or if any potential suspicious activities are detected. You can change your settings anytime by signing in at Visa's website.

For more information, please visit Visa’s website.

EMV® is a registered trademark in the U.S. and other countries and an unregistered trademark elsewhere. The EMV trademark is owned by EMVCo, LLC. the EMV® SRC payment icon is a trademark owned by and used with permission of EMVCO, LLC

Can I order from outside New Zealand?

Sorry we only take orders and ship within New Zealand.

How much is delivery / shipping?

Click Delivery for a full explanation.

How long will delivery take?

Due to unusually high demand, we are currently experiencing delivery delays. Please check our delivery page for the most up-to-date information on delivery timings.

I suspect my item is lost …
 

Once an order has been shipped, you can use Tracking to monitor delivery progress. Log in to My Membership > My Orders and select Tracking.

If your item does not arrive, call 0800 222 246 and our Customer Services team will assist you.

Can I specify a delivery date and time?

We can’t promise specific delivery dates and times, only guidelines, because delivery timing is determined by the courier company. Use the Tracking function in My Membership > My Orders to monitor delivery progress.

Note big items like furniture may not be delivered using normal courier companies.

Can I have more than one delivery address?
 

Yes. To add new, go to My Membership > My Account Addresses and click Create New Delivery Address. Set up as many delivery addresses as you like and make one the default, or specify the particular delivery address at Checkout.

How do I change or delete a delivery address?

Go to My Membership > My Account Addresses. Identify the delivery address to change and select Edit or Delete.

Are receipts sent with deliveries?

You can print a receipt on completing checkout: select Print Confirmation. Also, an Order Confirmation is sent to your inbox on submitting your order. Each shipment includes a Packing Slip you can use to check your order.

Why have I received one order item but not the other?

Your order may be split into delivery consignments due to stock availability. Large-size items (e.g. furniture) may be shipped separately. Use Tracking to monitor progress of your order.

What’s your return policy?

Click Returns to see our No Worries Return Policy.

What if an item is delivered broken or expired?

Click Returns for a full explanation.

Can I return an item, exchange it or get a refund?

Click Returns for a full explanation.

What browser should I use for this site?

Our webstore has been designed and optimised for performance using Google Chrome or Firefox.  Adequate performance can be achieved by using Safari or Internet Explorer v8 or newer.

Will this site work with my browser?

Yes, the site should work with most internet browsers.  Internet Explorer version 7 or older does not provide adequate performance.