Shipping & Returns
Our returns Policy
You may return most new, unopened items within 7-days of delivery for a full refund (less courier costs). We will pay the return shipping costs if the return is a result of our error (you received an incorrect item). However if you have simply changed your mind & no longer require an item or ordered the wrong item then you will have to pay the return freight.
You should expect to receive your refund within 4-days of us receiving your returned product, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (1 to 2 business days), the time it takes us to process your return once we receive it (1 business day), and the time it takes your bank to process our refund request (1 to 2 business days).
If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.
Please note that it is up to you to organise return freight, any product received for credit that has been opened or has missing, damaged or dirty packaging will not be refunded.
We can ship to virtually any address in New Zealand, most NZ deliveries are overnight or in some instances (NZ Rural deliveries etc) up to 4-days, deliveries to Australia will be at least 10-days and are frequently held up and delayed by Australian customs (sorry nothing we can do about that), please also note that there are restrictions on some products, if you live in a gated community or apartment you may not receive your order so you may want to get your Xado order delivered to your business address or an address that is easier for the courier company to deliver to, if the courier can not easily deliver to your address you will have to pay for re-delivery, so the easier it is to deliver the better it will be for you. We always recommend that you get your Xado order sent to a business address. Please understand that we will not refund items that can't be delivered due to the courier not finding or getting to your address, couriers can not be expected to wait around while someone finds you!
When you place an order, you have two options, you can get your order delivered for a small fee or you can choose to pickup your order in store. If you wish us to send your XADO order to you then we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Please keep in mind that we don't own or control the courier companies so we can't ask them to deliver your Xado order at a specific time or outside of business hours so please make sure that there is someone at the delivery address during the entire day of delivery, this is why we recommend that you get your order delivered to a business address as that way there should be someone available to receive your order.
If you want the courier to leave your Xado order at an unattended address (no one home) then we take no responsibility for any losses or items going missing, we won't refund or replace missing items if an authorised person is not at your delivery address to receive your order when the courier calls.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full Kilogram.
If you wish to pay on line and then collect your XADO order from our showroom please choose the delivery option "Pickup in Store (I will collect)" you can then print your order confirmation and bring that in with you to collect your prepaid XADO order.
Special bulk pricing and freight deals are ONLY available for ONLINE purchases