Customer support centre

** This section is ONLY for customers who receive toner and ink as part of an existing contract. **

Thank you for your interest in Xerox products.

If you receive toner and sold ink as part of an existing contract please order your supplies at: www.xerox.com/account.

Unfortunately, The Xerox Store call centre team are unable to place your order or put you through to the contract customers service team. Please place your order at: www.xerox.com/account.

If you wish to place an order on this, the Xerox Store, website you will need to pay via one of the following payment options:

  • Credit card
  • Debit card
  • PayPal
  • Pre-pay/bank transfer

Important Message

Should you experience any difficulties while using the customer ordering portal, or have any additional queries on your consumables ordering process, please select the 'Frequently asked Questions' link, located under the 'Having Trouble' section.

Issues accessing your account

Go to www.xerox.com/account and click on the 'Raise a support request' link in the left hand column. Complete the short form and press 'Submit'. Your request will be directed to the support team who will be in touch with you to resolve your issue.

How the contract consumables portal works

To see a demo on how the contract consumables portal works, go to www.xerox.com/account and click on 'Click here to view the consumable ordering demo'.

Important Message

Should you experience any difficulties while using the customer ordering portal, or have any additional queries on your consumables ordering process, please select the 'Frequently asked Questions' link, located under the 'Having Trouble' section.

 

** This section is ONLY for customers who receive toner and ink as part of an existing contract. **

Finding your product

There are several ways of finding the product you wish to purchase:

  • 1 Use the search bar on the home page and type in the product number, name or key words for the product that you are looking
  • 2 Click on the relevant Products tab at the top of the page to go to the product category pages. From there select your printer category and printer and the product options will be presented on screen
  • 3 Hover your mouse over the menu at the top of the page and a drop down list will appear in a flyout box. From there select your printer category and printer and the product options will be presented on screen
  • 4 Select the product category you require on the selector on the home page. From there select your printer and the product options will be presented on screen

Ordering staples

To order the correct staples for your machine you first need to know your Xerox Finisher Type. Finisher Types are listed in your printer’s Printer Configuration Report (see example). The Printer Configuration Report is available via the menu on the Printer User Interface Screen (instructions will vary by machine).

Once you have found your Finisher Type, refer to this staples matrix to find the correct staples part number for your printer.

If you're unable to find the item you want, contact the Customer Care team via email or phone on 0800 169 6343 (freephone) or 020 36 95 06 22 (landline) Mon-Fri 07.00-17.00.

End Of Life (EOL) products

From time-to-time older products are retired from the Xerox range. If a replacement item is available, it will automatically be included in the relevant product category. If no item is listed, it is likely it has been completely discontinued. If you’re unable to find the product you want, contact the Customer Care team via email to check the status.

Product information

If you can’t find the product you want, are not sure what to order or need more information simply contact our friendly Customer Care team via email or phone on 0800 169 6343 (freephone) or 020 36 95 06 22 (landline) Mon-Fri 07.00-17.00

Product selection and order process

To order online simply follow the on-screen instructions:

1. Select the product(s) you want and add them to your basket
2. Check your basket and proceed to the checkout
3. Log in, sign up or continue without registering
4. Review and confirm your order
5. Select your preferred payment option and confirm your payment

That's it! You'll receive a confirmation email that your order has been received and is being processed for shipment.

Order Confirmation

Once your order has been paid for and received, you will receive the following email confirmations:

1. Order confirmation
2. Shipping confirmation (when your order has been dispatched from the Distribution Centre)
3. Invoice

Benefits of setting up an account

There are several great reasons to create a Xerox Store account:

1. Your details are stored for easy retrieval and use, not more pesky re-typing of your billing or delivery addresses
2. You can quickly view details of past orders and purchasing history
3. You can track your delivery
4. We know who you are when you contact us
5. Plus, if you sign up for our newsletters, you will get exclusive access to regular promotions and offers

Ordering without an account

Just place your order and fill in your payment details. The order will be processed without storing any of your data.

Payment Options

The Xerox Store accepts the following payment types:

  • Credit cards: American Express, EuroCard, MasterCard and Visa
  • Debit cards: Maestro and Visa Debit
  • PayPal Express and PayPal
  • Bank transfer

Order Cancellations

The time between the placement of your order and dispatch is very limited therefore, you cannot cancel your order once you've received the confirmation email. You will need to return the item under the terms of the returns policy. See the Easy Returns section for more details.

Order Status

Full details of your order/delivery can be found via logging into Your Account and clicking on 'My Orders'.

Verisign security

Your order is protected by Verisign, which secures over 500,000 web servers worldwide with strong encryption and rigorous authentication. Verisign is the leading Secure Sockets Layer (SSL) Certificate Authority enabling secure e-commerce and communications for websites, intranets and extranets. This is the trusted mark of high assurance for Internet security and enables the strongest SSL encryption available to every site visitor.

Contract customers

Please see the contract customers section.

Where we deliver

The Xerox Store delivers to mainland locations in the following countries:

  • Austria
  • Belgium
  • Denmark
  • Finland
  • France
  • Germany
  • Ireland
  • Italy
  • Luxembourg
  • Netherlands
  • Norway
  • Portugal
  • Spain
  • Sweden
  • Switzerland
  • UK

If you live in a remote location, please contact us first to be sure we deliver to your area.

Unfortunately we do not deliver to the following locations:

  • All island addresses (apart from the Channel Islands)
  • Andorra
  • Monaco
  • San Marino
  • The Vatican City

Delivery Times

If your order is received and paid for before 3pm and the items are in stock, they will be despatched on the same day.

  • Standard delivery is between 3-5 business days
  • Express delivery is between 1-2 business days (available at an additional cost)

Delivery Process

All deliveries are made via DHL. A signature is required for all deliveries.

For France:

If the courier does not succeed in delivering your order at the first attempt, he will leave a message with information about the location where your order is being held. The package will stay at the pickup point for 10 business days. You will be advised via a phone call by SMS of the location of your pickup point. If the package is not collected within 10 days, it will be returned to the Xerox Store Distribution Centre.

For all other countries:

If the courier does not succeed in delivering your order at the first attempt, he will leave a message with information about the DHL location where your order is being held. Unless otherwise instructed by you, the courier shall return the next business day and once more leave a message if delivery was unsuccessful.

If the second delivery attempt also fails, a note will be left providing the information you need to contact the carrier and find a convenient solution to get the parcel. The parcel will remain at the carrier facilities for 10 business days; if no instruction is received from you within this time frame it will be returned to the Xerox Store Distribution Centre.

Shipping status

Once your order ships, we'll email you a shipment confirmation.

Damaged Deliveries

If the shipment packaging is obviously damaged, you should refuse the delivery. We will re-arrange for a new shipment as soon as the package is returned to us.

If the goods are obviously damaged, please contact the Customer Care team immediately, no later than 48 hours after delivery. We will then arrange for a replacement or refund as you prefer.

Any complaints regarding the condition in which goods have been delivered must be made by contacting the Customer Care team by email or phone within 90 days of taking delivery of your order.

Damaged Deliveries

If the package being delivered is obviously damaged on the outside, you should refuse the delivery. We will then re-arrange a new shipment as soon as the package is returned to us.

If the goods are obviously damaged, please contact the Customer Care team immediately, no later than 48 hours after delivery. We will then arrange for a replacement or refund as you prefer.

Any complaints regarding the condition in which goods have been delivered must be made by contacting the Customer Care team by email or phone within 90 days of taking delivery of your order.

Xerox supplies and consumables for Xerox equipment

Returns Timeframe

Items ordered from the Xerox Store can be returned or exchanged up to 90 days after the invoice date. After 90 days, supplies may be returned only if Xerox identifies a defect in product materials or workmanship.

How to Return an Item

Call the Customer Care Centre and request a Return Authorisation Number and return address details.

All returned supply products must be in complete, unopened cartons and in good, saleable condition.

For returns, we will refund the price paid plus sales tax charged.

The refund will be made within 14 days of Supplies Distributors S.A. receiving the goods into the warehouse at rue Louis Blériot 5, 4460 Grâce-Hollogne, Belgium.

Note: no return items will be accepted without a Return Authorisation Number.

Xerox supplies for other printer brands

How to get Xerox toner cartridges for other printer brands

If for whatever reason one of the following cartridges does not work, simply call us for a replacement.

  • Brother
  • Canon
  • Epson
  • HP
  • IBM
  • Kyocera
  • Lexmark
  • OKI
  • Panasonic

I forgot my login username, how do I find it?

Your login username is the email address that you entered when you registered with the Xerox Store. If you cannot remember your login, contact the Customer Care team via email.

I forgot my password, how do I get a reminder?

Click here, enter your email address and press 'send'. You will receive your password by email.

How do I change my password?

Log into your account using your user name and password. Then go to 'My account' , click 'Change Password' and you will be able to change your password.

Why should I register an account?

There are several great reasons to create a Xerox Store account:

1. Your details are stored for easy retrieval and use, not more pesky re-typing of your billing or delivery addresses
2. You can quickly view details of past orders and purchasing history
3. We know who you are when you contact us
4. Plus, if you sign up for our newsletters, you will get exclusive access to regular promotions and offers 

Why should I opt into the newsletter?

Our newsletters contain regular offers plus information about new incentives and products. We promise we won't bombard you with endless emails and will never sell your data to any third party.

What about my privacy?

Xerox respects your privacy. The information you provide through the website will be used to process your order and to inform you of the Xerox Store, offers and discounts and its products. It will not be shared with any third party without your consent.

I/my organisation doesn’t pay VAT, how do I register?

On the registration form there is a 'Customer Type' section with three options:

  • Business
  • Consumer
  • Non-VAT registered

Select the last option: 'Non-VAT registered'. Once you have completed and saved the form a notification will be sent to the customer care centre to call you to complete your registration. Upon contact, the agent will request documented proof that you/your organisation does not have to pay VAT.

What pricing information is available on the website?

All prices listed on the website are shown both including and excluding VAT. Shipping costs are not included but are listed on the Shopping Cart and Checkout pages.

Customs or import duties and/or local taxes, where applicable, are the responsibility of the customer. They are not included in the prices shown.

Prices are subject to change at any time.

Does Xerox have a recycling program?

For key products in certain countries Xerox has a recycling program. If your country or product is not listed, it is because it is more environmentally beneficial for you to recycle your products locally.

Where can I find the Xerox Store Terms & Conditions and Privacy Policy?

You can access these by clicking the following links:

How can I get into contact with Xerox if I have a problem?

You can email us or call us on the freephone or landline numbers provided in the Contact section.

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