Orders
How do I track my order? Can I change or cancel my order? I made a mistake with my address, what do I do? Do you offer gift wrapping or gift notes?
FAQ page examples for online stores
A good FAQ page for an online store answers the questions customers ask before and after they buy: shipping times and costs, returns, sizing, payment options and where their order is. Each answer starts with the direct answer in one sentence, then links to the full policy. Below are 20 FAQ questions with example answers for Australian and New Zealand stores, a simple template, how to add an FAQ page in Shopify, and how to find the questions your customers actually ask.
Updated 18 October 2026
20 FAQ questions every online store should answer
Shipping
How long does shipping take? How much is shipping, and is there free shipping? Do you ship to New Zealand or overseas? Do you ship to PO boxes and parcel lockers? What happens if my parcel is lost or damaged?
Returns
What is your returns policy? How do I start a return or exchange? Who pays for return postage? How long do refunds take?
Products
How do I choose my size? What are your products made of? How do I care for my product? Will an out-of-stock item come back?
Payments and account
Which payment methods do you accept, including Afterpay, Zip or PayPal? Are prices in AUD and do they include GST? Do I need an account to order?
FAQ answer examples (copy and adjust)
How long does shipping take?
Orders ship within [1-2] business days. Delivery then takes [2-5] business days to metro areas, [3-7] to regional areas and [5-12] to New Zealand. Full details are in our shipping policy.
What is your returns policy?
You can return unworn items with tags within [30] days for a refund or exchange. Faulty items are always covered under Australian Consumer Law. Start a return here: [link].
How do I track my order?
You will get a tracking link by email as soon as your order ships. You can also track it on our tracking page: [link].
Can I change or cancel my order?
Yes, if it has not shipped yet. Email [email] with your order number as soon as possible and we will do our best.
Do you offer Afterpay?
Yes, you can pay with [Afterpay / Zip / PayPal] at checkout. All prices are in AUD and include GST.
How do I choose my size?
Our products fit [true to size]. Check the size guide on each product page, or message us your usual size and we will recommend one.
How to write FAQ answers that work
- Answer in the first sentence. 'Yes, we ship to New Zealand' before the details. This is also what Google and AI assistants quote.
- Keep each answer short and link to the full shipping, returns or privacy policy for the details.
- Use the words your customers use. If they say 'afterpay', do not write 'buy now, pay later financing options'.
- Never promise anything your policies do not, and never suggest customers lose their rights for faulty goods.
- Put the most-asked questions first, and keep the page updated when policies, couriers or prices change.
How to add an FAQ page in Shopify
- In Shopify admin, go to Online Store, then Pages, and click Add page.
- Title it FAQ. Either write the questions and answers in the page content, or leave it short and add them with your theme.
- To use accordions, open Online Store, then Themes, then Customize, choose the FAQ page template and add your theme's collapsible content (or collapsible rows) section, one row per question.
- Save, then go to Online Store, then Navigation, and add the FAQ page to your header or footer menu.
- Link to the FAQ from product pages, your shipping and returns policies, and your Instagram and Messenger auto replies.
Should you add FAQ schema?
FAQ structured data (FAQPage schema) can still help search engines and AI assistants understand your answers, but since 2023 Google shows FAQ rich results mostly for well-known government and health websites, so do not expect the drop-down answers to appear under a shop's search result. Write the page for customers first.
Find the questions customers actually ask
The best FAQ questions come from your inbox: comments under your ads, Instagram and Facebook DMs and support email. If the same question arrives five times a week, it belongs on the FAQ page, on the product page and in your auto replies.
Paperflower puts those comments, DMs and emails in one list, so the repeat questions are easy to spot. It also reads your website, including your FAQ and policies, so the replies it drafts match what your FAQ says. See our shipping policy template and refund policy template.
How Paperflower is different
Comments are a sales channel, not a chore
Most tools treat comments as noise. Paperflower reads every one, spots buying questions like “do you ship to NZ?” and makes sure they get answered before the customer moves on.
Buying Intent and Opportunity Score
Every conversation gets a score so the people ready to buy come first. You see who to reply to now, and who can wait.
Shopify context in every draft
Order status, shipping and product details are pulled in automatically, so drafts are right the first time and private order details never go out in public.
You stay in control
AI drafts are on and auto-send is off by default. Complaints are escalated to you. Refunds and cancellations always need a human.
Simple pricing
Paperflower starts free with 100 customer interactions a month, no card needed: every message in one list, and you write the replies. AI sorting, reply drafts and spam hiding come with Standard, which is A$47 a month for 3,000 customer interactions, with a 7-day free trial. Human replies are always free. See all plans.
Built for AU and NZ brands
Local time zones, local shipping questions, and support from people who know the market.
Frequently asked questions
Questions about orders, shipping times and costs, international shipping, returns and refunds, sizing and product care, payment methods such as Afterpay, and how to contact you. Answer each in the first sentence and link to the full policy.
Go to Online Store, then Pages, add a page called FAQ, then use your theme's collapsible content section to add the questions. Add the page to your menu under Online Store, then Navigation.
Usually 10 to 25. Cover the questions customers really ask, put the most common first, and move anything long into a separate policy page.
Yes. Clear answers to real questions help search engines and AI assistants understand and quote your store, and they reduce the messages your team has to answer.
Not unless you turn that on. By default it drafts a reply and you approve it. You can switch on auto-send for simple, safe questions once you trust the drafts.
Instagram, Facebook and TikTok comments and DMs, support email through Gmail or Google Workspace, and Shopify for order details.
Yes. The Free plan is the basics: 100 customer interactions a month in one list, no card needed, and you write each reply. Standard adds AI sorting, reply drafts and spam hiding, and comes with a 7-day free trial. You can cancel any time. Compare plans.
Start Paperflower free
Connect Instagram, Facebook, email and Shopify in a few minutes. On Standard, AI sorts every message and drafts every reply, you stay in control, and nothing is sent without your say-so unless you switch that on. Free puts every message in one list for you to answer.