Frequently Asked Questions

Top Questions

What methods of payment are acceptable by Epson?
What are the delivery options?
How much will the delivery cost be?
When to expect delivery of my order?

Finding the Right Products
Products available online. What products can I order online from Epson?
Products compatible with my printer. How do I find the products to use with my printer?
Cartridge refills. Does Epson sell refill kits for ink cartridges?

Logging in
Forgotten password. I have forgotten my password, what should I do?
New to Epson Shop Online? How do I set up an account with Epson Shop Online?

My Trolley
Adding products to My Trolley. How do I add an item to 'My Trolley' ?
Deleting products from My Trolley. How do I remove a product from 'My Trolley'?
Changing product quantities. How do I change the quantity of a product in 'My Trolley'?
Ready to Ship. In My Trolley an item has an Availability In Warehouse status of 'Ready to Ship'. What is meant by 'Ready to ship'?
The cost of delivery. How can I find the cost of delivery for my order?
Length of Shipping Time. How long will my order take to ship?
Delivery Method. How will my goods arrive?
Unable to receive an order. I won't be at the delivery address when my order is expected, what should I do?

Checkout: - Billing & Delivery Details
Changing Delivery Address. Can I change the address of where my products are to be delivered?

Checkout: - Delivery Charges
Delivery Charge. How is the delivery charge calculated?
Own Courier. Can I arrange to use my own courier?

Making a Payment
Methods of payment. What methods of payment are accepted by Epson?
Payment on delivery. Can I pay the driver when my order is delivered?
Merchant Information. How can I find Merchant Information?
Received payment. How do I know if my payment has been received?
Credit Card Details. Does Epson keep a copy of my Credit Card details?

My Account
What you can view. What is available to be viewed in My Account?
Checking Order Status. How do I check the status on my order?
Changing personal details. How do I change my Personal details?
Changed E-mail address. I have changed my e-mail address since registration, what should I do?
Received order. How will I know if Epson received my order?

Order Inquiries
Haven't received order. What if I do not receive my order by the Expected Delivery date?
Not home when order arrived. I won't be at the delivery address when my order is expected, what should I do?
Cancelling an order. How do I cancel my order?
Refund for Cancelled Order. Do I receive a full refund if I cancel my order?
Return policy. What is the Epson return policy?
How to return. How do I return something I've ordered on the website?
Damaged products. Can I return an item that is damaged?

Contacting Epson
Contact Us. How can I contact Epson?
Postal address. What is Epson's postal address?
Street address. What is Epson's street address?

Other Pages
Other useful pages. Are there any other web pages that may help me with any questions I have?

Feedback
Web Site Feedback. Where can I send feedback on the website?

Answers

Finding the Right Products

Products available online.  

  • Genuine Epson consumables (ink cartridges, paper, laser toner, ribbons, etc)
  • Epson inkjet printers
  • Epson multifunctional printers
  • Epson scanners
  • Epson projectors
  • Dotmatrix printers
  • Accessories for Epson products (battery, carry case, lamps, etc)

Products compatible with my Printer.

To find products compatible with your printer:

1. Start at the Shop Online 'Home' page.
2. Click on the Inks & Supplies image.
3. Step 1. Select the printer series, and Step 2. select the printer model from the drop down menu.
4. A page will appear showing your printer and all the 'Related Products' including inks, papers and accessories suitable for your printer.
5. Select the quantity of one or more Products and click on the 'Add to Cart' button.
6. On the Shopping Cart page, enter your post code to determine your freight method and costs.
7. If you have an Epson Shop Online voucher, then enter it now.
8. Click the Proceed to Checkout button.
9. On the Login to Epson Shop Online page, enter your e-mail address and password, or if a new customer enter your delivery address details.
10. Then select your payment method by clicking on the Pay by Credit Card,

Cartridge Refills.

Epson do not sell ink cartridge refills, we recommend only using new Genuine Epson ink cartridges and paper.
Its only a matter of time before the wrong ink may damage your printer.  
For the highest quality output trust the highest quality input. 
Use only genuine Epson inks and papers. 

 Logging in

Forgotten Password.

If you have forgotten your password you can have it e-mailed to you immediately. 

If you have forgotten your password you can have it e-mailed to you immediately. 

1. Click on the" Log in" link, found on right side of the top status bar.
2. Select the "Forgotten your password" link.
3. Enter in your e-mail address, and press Submit button.
4. Your password will be e-mailed immediately to the e-mail address entered.

 

New Member Account.

To open a new member account.

1. Click on the "Sign up" link, found on the right side of the top status bar. Or after you've added products to your trolley, you'll be prompted to log in or register a new account.
2. Enter your name, email address and enter a password of your choosing for this site.
3. Your delivery address details will be entered on the checkout page.
4. Check that you've read the Privacy Policy, T & C's, and Terms & Conditions of Sale.
5. Click the 'Submit' button to create a new Account.

 

My Trolley

Adding products to My Trolley.

To add items to your trolley simply click on the 'Add to Trolley' button or and one or more products will be added to your trolley.

Deleting products from My Trolley.

To delete an item from your trolley -

1. Click the cross image at the top, right corner of the product box, to delete that item.
2. Or you can change the quantity of items to 0 in the 'Qty' drop down.

Changing quantities.

To change the quantity of an item in your trolley select the quantity from the 'Qty' drop down next to the product price.

Ready to Ship. 

If a product's status is 'Ready to Ship', at the time of placing the item in your trolley Epson had stock available in its warehouse.

Epson updates its website stock levels frequently and endeavours to reflect accurate stock availability on the website. However from time to time a product may go "out of stock" whilst your order is being processed. On the occasion that this might happen, Epson administration staff will contact you to discuss revised delivery times or refund options.

The Cost of Delivery.

To find the cost of delivery for your order -

1. Go to 'Your Post code' field on the Shopping Cart ORDER SUMMARY.
2. Enter the destination post code.
3. Click on the 'UPDATE' button.
4. The delivery method will appear the price will appear.

If you order over $100 in ink or paper, then standard delivery will be free.

Length of shipping time.

You should expect to receive your order from 1-7 working days of making your order, depending on your address / distance from Auckland.

Form of shipping.

The delivery of all products from Epson to the Customer shall be arranged by Epson using only Epson nominated freight carriers. Do not arrange your own courier to collect the goods.

Delivery types:

  • NZ Courier Post Trackpacks are overnight to most New Zealand cities, except rural areas. These bags are ideal for small consumables orders were the weight is less than 3 Kg
  • NZ Courier Post Parcel for larger orders 3Kg- 20Kg (2-3 working days)
  • NZ Courier Post Parcel for larger orders up to 50 kg (3-4 working days).

Unable to receive an order.

If you are unavailable to receive your order, you should follow the directions on the "unable to deliver" card to secure receipt of the goods. You should also contact the Epson Customer Service Help Line: 0800 377 664, Mon - Fri 8:30am - 5:00pm).

Checkout: - Billing & Delivery Details

Changing Delivery Address.

You cannot change the delivery details for an order after the order has been paid, please take the time to write your address details carefully.

To change your delivery address before paying for the order - 

1. Make the appropriate changes to the fields in the 'delivery address information' form.
2. Click the check box to make this delivery address permanent.
3. Click on the 'Continue' button to update your delivery address.

Checkout: - Delivery Charges

Delivery Charge.

Delivery Charges for orders are calculated depending on:

  • The total weight of your order (this includes packaging).
  • Where in New Zealand your order is being delivered.

Own Courier.

Epson will not allow the arrangement of personal couriers. The delivery of all products from Epson to the Customer shall be arranged by Epson using only Epson nominated freight carriers. Do not arrange your own courier to collect the goods.

Checkout: Shopping Summary

The Cost of GST.

The total Goods and Services Tax (GST) 15% of your order is stated in the 'Order Details' that can be found under your 'Billing Details'. In your 'Order Details' the 'GST Total' can be found under the 'Order Total'.

All prices quoted on the site are in New Zealand dollars $NZD and are inclusive of 15% GST.

Making a payment 

Methods of Payment.

Epson Australia Pty. Ltd trading as Epson New Zealand (Epson) accepts payment via VISA, MasterCard or American Express credit cards via the ANZ eGate payment gateway. Epson does not accept payment by any other method.

       
Once you’ve made your selection and are ready to pay, you will be redirected to ANZ eGate™ Internet payment gateway to enter your credit card details. Credit card validity and credit availability is processed via the ANZ eGate™ payment gateway, and provides confirmation of the payment. The Epson Shop Online will automatically e-mail you a confirmation of your order once the transaction has been completed. You’ll then be directed back to the Epson website and the Order Completed Page where you can print your order reference number.

Credit card details are not processed or stored on Epson's computer systems, all transaction/card details are processed via ANZ eGate credit card gateway.

You agree to submit to Epson such information as may be reasonably requested by Epson or ANZ eGate to fulfill your order and for the authorization and verification of credit card purchases.

Payment on Delivery.

You cannot pay for your order on delivery. Epson will only accept payment by VISA, MasterCard or Amerrican Express credit card for orders made on our website.

Merchant Information.

During the shopping process you will come to the ANZ eGate screen. On this screen you will find 'Merchant Information'. For more merchant information, click on the 'Click here to see more' link, found above your invoice number. – not sure about what information this would be showing so can’t comment.

Payment Received.

The ANZ eGate payment gateway will advise you at the time of the purchase whether your payment has been accepted. If accepted the Epson Shop Online will automatically e-mail you a confirmation of your order. You’ll then be directed back to the Epson website and the Order Completed Page where you can print your order reference number.

Credit Card Details. 

Your credit card details are not entered into, pass through or retained by Epson's systems. We don't have visiblity or access to your credit card details.

 My Account

What you can view.

Starting at the My Account page you can view:

  • Shop Online - Start buying now.
  • Back to My Trolley - Continue to checkout or Shopping.
  • Order History - Review past and/or your pending orders.
  • Personal Information - Update your personal details
  • Change my Password
  • Log out

Checking Order Status.

To check the status of your order - 

1. Start at the 'My Account' page
2. Click on the 'Order History' link.
3. Find your web order number and click on the blue information icon next to the order number.
4. In the 'Order Details' table, 'Order Status' will show you the current status of your order.

Your order status could be:

  • Order Received - Your order has been received by the websites Back End.
  • Order Processing - The Mainframe is processing your order and checking stock levels.
  • Order Accepted - Your order has been accepted and allocated stock.
  • Order Picking in Progress - The products in your order are currently being picked for packaging in the warehouse.
  • Order Dispatched - Your order is ready and waiting to be shipped or has already left the warehouse.
  • Order Postponed - There might be a problem with your order or further verification buy the bank is required and the order has been put on hold. The Shop Online administrator will review the order and either process the order or cancel the order and refund your credit card account.

The Order History page includes the details for that order, including a PDF copy of the invoice. Click this icon to see the PDF invoice if you need a reprint.

Changing personal details.

To change your Personal Details - 

1. Start at the 'My Account' page.
2. Click on the 'Edit my Personal Information' link.
3. Change the appropriate fields.
4. Click on the 'Update details' button to make your changes.

Changed e-mail address.

If you have changed your e-mail address since registration, you should update your personal details with your new e-mail address.

To change your e-mail address -

1. Start at the 'My Account' page.
2. Click on the 'Edit my Personal Information' link. 
3. Enter your new e-mail address in the 'E-mail Address' field.
4. Click on the 'Update details' button to change your e-mail address.

Received Order.

If your order has been received by Epson an e-mail confirmation* will be sent to you within a few minutes of making your order. 

*If you do not receive confirmation make sure that your e-mail address is correct in your 'Personal Details' and contact the Epson:
Email Shop Online Administrator or Phone : 0800 377 664 (Mon - Fri 8:30am - 6:00pm).

Order Inquiries

Haven't received order.

If you have not received your order by the expected delivery date, don't panic, your order should be on its way. To check the status of your order - 

1. Start at the 'My Account' page.
2. Click on the 'Order History' link.
3. Find the Web order number and click on the blue information icon next to the number.
4. Click on the 'Consignment Number & Dispatch Times' link under the 'Delivery Details'.
5. 'Date/Time Dispatched' will show you the date, time, products and quantity that left the Epson warehouse.
6. Expected delivery time is 1-7 working days after this date, depending on your distance from Auckland.

If you still have any questions contact the Epson EmailShop Online Administrator or Phone : 0800 377 664 (Mon - Fri 8:30am - 6:00pm).

Not home when order arrived.

If you were unavailable to receive your order, you should follow the directions on the "unable to deliver" card to secure receipt of the goods. You should also Email Shop Online Administrator or Phone : 0800 377 664 (Mon - Fri 8:30am - 6:00pm).

Cancelling an order.

If you want to cancel an order, you must contact You should also Email Shop Online Administrator or Phone : 0800 377 664 (Mon - Fri 8:30am - 6:00pm). Epson will endeavour to accommodate your request, if the merchandise has not already been shipped.

Refund for Cancelled order.

If you cancel your order the amount refunded will depend on whether your -

  • Entire order is cancelled prior to shipment - a credit for the full amount will be applied.
  • Order has already been shipped - the normal returns and exchanges procedure will apply.

 

Return Policy.

For information on the return of goods read the Terms & Conditions of Sale.

How to return.

The procedure for returns depends on your reason for returning your order - 

  • Incorrect ordering of Consumables - All merchandise for return or exchange must be in new condition, unopened, with its original packaging and returned within 7 days of receiving the goods. If you wish to return or exchange merchandise, phone Epson customer service on 0800 377 664.
    Once the original item is received by Epson a credit will be issued against your credit card and you may have to pay a $15 restocking and administration fee.
  • You have changed your mind - All merchandise for return or exchange must be in new condition, unopened, with its original packaging and returned within 7 days of receiving the goods. If you wish to return or exchange merchandise, phone Epson customer service on 0800 377 664.
    Once the original item is received by Epson a credit will be issued against your credit card for the returned items, you may have to pay the freight charge or a restocking fee which ever is the greater.
  • Your order arrived damaged* - You must notify Epson within 48 hours of receipt of delivery and the consignment note must be annotated as "Received Damaged". 
    *The "damage" is restricted to damage caused in the journey from the Epson warehouse to the destination specified by you.
  • Incorrect supply of order by Epson - Contact Epson within 7 days of receipt of delivery by ringing the Customer Service Help Line: 0800 377 664 (Mon - Fri 8:30am -5:00pm). Epson will gladly pick up the wrong order and deliver the correct order as soon as possible. There will be no charge for this type of return.

Damaged products.

If your order fails to function on set up, is damaged, broken or fails within 30 days of purchase it may be deemed Dead on Arrival (DOA). Excluding Factory Seconds items, where a 6 month product warranty applies and the goods are then returned to nearest service agent for warranty repairs. You should inform Epson of any products that are DOA so that Epson can arrange for them to be replaced. 
Prior to contacting Epson please perform the simple checks in the DOA Checklist within Epson's Terms & Conditions of Sale. If your order is deemed to be DOA contact Epson Customer Service Help Line: 0800 377 664 (Mon- Fri 8:30am - 5:00pm).

Other Pages

Privacy Policy details Epson's approach to your privacy - Privacy Statement

Security Policy details Epson's approach to secure trading Security Policy

Terms & Conditions of the Website details general website Ts&Cs Terms and Conditions

Terms & Conditions of Sale details the terms of purchase & return Terms and Conditions of Sale

ANZ eGate. From the Internet Payment Services page you can view -

Contact Us

By phone:

Customer Service Help Line:  0800 377 664 (Mon - Fri   8:30am - 5:00pm)

By e-mail:

Pre Sales Enquiries - Customer Service Pre-Sales

Post Sales Support (Technical Support)- Customer Service Post-Sales

 

Address

Post:
Private Bag 92073
Auckland Mail Centre, 1142
New Zealand

 

Street Address:
Epson New Zealand
L2, 7-9 Fanshawe St,
Auckland, 1010
New Zealand

Feedback
We are always looking at ways to improve our service to you, so if you have any suggestions please:
Email Shop Online Administrator.