FAQs

Orders

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 enquiries@henryandpaul.com.au or call us on 1300 379 300 from 8am to 5pm (CST) 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.
Note: You have not been charged for your order until you receive an Order Confirmation email.
If you still receive an error after attempting the steps above, please email enquiries@henryandpaul.com.au

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 enquiries@henryandpaul.com.au or call us on 1300 379 300 from 8am to 5pm (CST) Monday to Friday. If you call outside of these times, leave us a voice message we will return your call the next working day.

Delivery

Who will deliver my order?

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

What is the cost for handling and shipping?

Henry and Paul does not charge any handling fees.
You will receive free shipping for all orders over $300 to anywhere in Australia.
If your order total is less than $300, our shipping charge is $5 flat rate. The shipping cost will be 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 Australia Post via email or SMS. This will include your order tracking number and date your order is expected to be delivered.
You can then track your order via the Australia Post website: https://auspost.com.au/mypost/track/#/search

Where is my order sent from?

All Henry and Paul orders are picked and packed personally by the team in South Australia.

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

You should receive an Australia Post Calling Card or SMS 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 Australia Post.

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 an Australia Post Calling Card or SMS 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 Australian 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 Australia Post 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 Australia.

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 enquiries@henryandpaul.com.au or call us on 1300 379 300 from 8am to 5pm (CST) 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.

Returns & Exchanges

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 enquiries@henryandpaul.com.au or call us on 1300 379 300 from 8am to 5pm (CST) 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 enquiries@henryandpaul.com.au or call us on 1300 379 300 from 8am to 5pm (CST) 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).

My Account

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 My details, here you will be able to update your information.
After you've made the necessary updates, scroll down and click Save. 

Please note that if you change your email address online, you must use the new email address to log in from that point onwards.

Payment

How can I pay for my online order?

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

Offers & Promotions

How can I keep updated on special offers?

We regularly send out great offers via email.

Unsubscribe

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.

Contact Us

If you cannot find the answer to your question here, we recommend you email our online shop customer service team at enquiries@henryandpaul.com.au 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 from 9a.m. to 5p.m. Our advisors are happy to assist you.