Frequently Asked Questions

How do I contact the Xero store?
Customer Support is available via the Contact Us page or via email at store@xero.com
ur Customer Support staff will endevour respond within 24hrs in most cases.

What currency are products displayed in?
All prices are in NZD and exclude Goods and Services Tax. All totals will be billed in NZD.

What forms of payment are accepted?
We accept MasterCard & Visa. Payment type can be selected at checkout.

What do I do if my order is incomplete?
In some cases, you may receive part shipment of your order as a result of a backorder or if your order is being custom made or decorated by our supplier(s). For any queries, contact our team via the Contact Us page or via email at store@xero.com, Our Customer Support staff are available Monday to Friday, 9am to 5pm NZST(UTC+12) to assist you.

How can I change my delivery address after I have placed my order?
Please contact us immediately, and have your order number handy so we can update our system prior to our warehouse dispatching your order.

Is purchasing online safe?
We offer you a safe and secure shopping experience. You will notice a padlock icon at the bottom of your browser when you enter our website. This padlock icon indicates that all information entered in the session is secure. Once your credit card details are entered, your payment will be processed online. When you click "Pay For Order", we send the transaction to the bank. Unlike giving credit card details over the phone, our online system automatically encrypts all your details using the SSL encryption standard.

How will my order be shipped?
Orders are typically shipped from our warehouse by NZ Couriers (local deliveries) and DHL (international deliveries).

How soon will my order be shipped?
A range of items available are in stock and ready for dispatch within 24-48 hours. In the event that we experience any delivery delays outside of our specified delivery timeframes, we will notify you of this and dispatch part shipment of your order where possible.

My payment has not been processed. How can I complete my order?
In some cases, payment may not be received after you have entered your details. An example of where this might happen, would be if you made a mistake inputting your credit card details or you have insufficient funds. Our shopping cart will allow you to re-try making a payment, however if you require assistance to finalise your order, please contact our Customer Support team via the Contact Us page or via email at store@xero.com