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Help + Info Centre

Have a question or need help? Simply search our FAQ and info pages below or use the contact form to get in touch.

FAQs

How can I get in touch with the Flooring Xtra Support Office?

You can contact us through the form on our Help + Info page (https://www.flooringxtra.co.nz/contact), under the store dropdown menu select either ‘Web Store’ or ‘Support Office’. Or, you can contact us directly through our Live Chat, located in the bottom right hand corner of your screen.

We handle customer care enquiries mainly by email or social media, we don’t have a call centre. If you need to talk to a Flooring Xtra representative about product, installation, or your next project, then please ring your nearest store, their contact details can be found on our stores page (https://www.flooringxtra.co.nz/stores).

Be sure to include as much information as possible so we can get back to you as soon as possible.

I'm having trouble signing into my account

You can sign into your account at any time by selecting the user icon located in the top left-hand corner of the navigation menu. If you receive a message that says your email address/password isn't recognised, follow the steps below:

Make sure you are attempting to login with the same email address and password you registered with.

If you can’t remember your password click on the ‘forgotten password’ link on the login page. You’ll be prompted to enter your email address and we’ll send you an email with a link that will allow you to create a new password for your account.

If you still can’t sign in, contact the Support Office through the Help + Info Centre, giving as much detail as you can about the issue including what you’ve done to try to resolve it so far and we will endeavour to help!

I'm having trouble accessing your website

If you’re having trouble with the website we’d suggest you try deleting your cookies, to do this go to the 'Tools' or ‘History’ tab on your internet browser, select 'Internet Options', then choose 'Delete Cookies' and hit OK. Once you’ve cleared your cookies, close your browser, reopen it and visit our site again. You should be able to use it without any more problems. We also suggest you use the latest version of your operating system provider (Windows, OSX etc.) and browser software (Chrome, Safari, etc.).

If you’re still having problems, you can contact us through the form on our Help + Info page (https://www.flooringxtra.co.nz/contact), under the store dropdown menu select either ‘Web Store’ or ‘Support Office’. Or, you can contact us directly through our Live Chat, located in the bottom right hand corner of your screen. Be sure to include as much information as possible so we can get back to you as soon as possible.


As much detail as you can about the issue

Screen shots of any error messages you get

Which web browser you’re using (e.g. Internet Explorer, Firefox, Chrome, Safari etc.)

What you’ve done so far to try to resolve it

I'd like to unsubscribe from Flooring Xtra emails

If you wish to opt out of promotional Flooring Xtra emails, you can do so by clicking unsubscribe in the body of the email. You can also unsubscribe by logging into your account on the Flooring Xtra website and un-ticking the email communications box on your user personal details page. If you are having difficulties unsubscribing, please contact us using the form on our Help + Info page (https://www.flooringxtra.co.nz/contact) by selecting either ‘Web Store’ or ‘Support Office’ under the store dropdown menu. Be sure to include as much information as possible so we can get back to you as soon as possible. If you ask us to remove your name and address from promotional lists via email or the Help + Info centre, it may take up to 10 working days to process your request, during which period you may continue to receive communications from Flooring Xtra.

I’m not receiving emails from Flooring Xtra

After you sign up and place an order, you should receive a variety of emails from us, which include a Welcome Email, Order and Shipping Confirmation emails, Promotional Emails (if you have selected to subscribe) and any responses from our Web Sales team. There may be a number of reasons why you're not getting these from us.

Your email software may be marking our emails as junk mail. To stop this from happening, please add marketing@flooringxtra.co.nz to your email address book.

Make sure you typed in the correct email address when you signed up with us. To check this, just sign in to your account (if you can remember which email address you used).

Check that you’ve agreed to receive our newsletters and latest offer emails. When logged into your account, check your account preferences to make sure the relevant boxes are ticked to receive emails, this is found under the personal details tab.

I’m having problems with your mobile site

Most technical issues can be resolved by clearing your browser’s cache and cookies. If you’re not sure how to clear your mobile browser’s cache and cookies, check out your browser’s support documents which you can most likely find online.

Most technical issues can be resolved by clearing your browser’s cache and cookies. If you’re not sure how to clear your mobile browser’s cache and cookies, check out your browser’s support documents which you can most likely find online.

I’ve encountered an issue with my cart

Any samples that you have added to your cart, but have not purchased, will remain in your cart unless the sample sells out. Please make sure you are logged into your account when saving to your cart or items will not be saved. Please refrain from using your browsers back button when shopping, instead, add a sample to your cart and then collapse the cart pop out by clicking the ‘X’ symbol located to the top left-hand corner of the cart. Continue shopping for samples by browsing for items using the products dropdown in the navigation menu.

I haven’t received an order confirmation email

You should receive an order confirmation email from us within 24 hours of placing your order. If you have not received this, your email software may be marking our emails as junk mail. To stop this from happening, please add websales@flooringxtra.co.nz to your email address book.

Please also check you have typed the correct email address when placing your order. To check this, sign in to your account (if you can remember which email address you used) and view your order history. If your order is not recorded here, and you were not signed in at the time of placing the order, you may have used the wrong email address or spelt your email address incorrectly. If this is the case, or if for some other reason you are unable to work out why you are not receiving a confirmation email, please contact us using the form on our Help + Info page (https://www.flooringxtra.co.nz/contact) by selecting either ‘Web Store’ or ‘Support Office’ under the store dropdown menu. Be sure to include as much information as possible so we can get back to you as soon as possible.

I’ve placed an enquiry through the contact page and have not had a reply

If you have sent an enquiry to any of our stores (or to the Support Centre), we will endeavour to reply to you within 24hours, if you have contacted us between 8:30am - 5:00pm, Monday to Friday. If you have not received a reply, or if you need to contact your store urgently, please give them a call, you can find their contact details on our stores page here - https://www.flooringxtra.co.nz/contact

My payment has been declined

Please check that:

  • Your bank account to make sure you have sufficient funds in your account.
  • Your card details you are entering are correct (including expiring date and cvv number) and your billing address is the same one the card is registered to.
  • Your name appears exactly the same as on the card
  • Your billing address is the same as the address linked to your card

If the problem persists, enter the details of another card and try that.

If you feel you aren't getting anywhere then please contact our Customer Service Team via the contact form on the Help + Info Centre page here - https://www.flooringxtra.co.nz/contact (selecting either Web Store or Support Office from the Stores dropdown menu).

How do I update my details on my account?

Login in to your account and edit your details on the ‘Personal Details’ tab.

sign up for emails

Please enter a valid email address.

Flooring Xtra is New Zealand's largest flooring retailer, with 58 stores located across the country. All Flooring Xtra stores are proudly New Zealand owned and operated, so you can rest assured that when you shop with Flooring Xtra you're supporting hard working Kiwi families and their local communities. Our stores specialise in both residential and commercial flooring solutions, with all stores offering full end to end installation services. Shop and browse our extensive product ranges today, including: carpet, wood, laminate, vinyl, lino, luxury vinyl tiles, underlay, rugs, garage carpet, floor cleaning kits and floor accessories. There's something for everyone at Flooring Xtra!