Our Delivery, Returns & Refunds Policy
Expected delivery delays
Please note that due to pressure on the UK's courier network and a shortage of drivers, delivery times may be longer than usual. We are working with our couriers and supply chain to ensure we can get your orders to you as quickly as possible and minimise delays. Thank you for your understanding.
We use a next working day delivery service for most of our common catalogue office supplies lines on our website to most mainland UK postcodes. However, delivery to the Highlands and Islands may take a little longer - please contact us on email@example.com for delivery times and charges to addresses within these areas.
Larger Items such as Furniture
Many of our furniture lines are quoted on our website at the “delivered” price so no further charges would apply. We provide a fast delivery service on larger items as standard, usually delivering within 3-5 working days. If you require a shorter lead time than 3-5 days, please let us know and we will endeavour to meet your requirements.
Standard free delivery is to the front access on the ground floor, without any steps. If you have any special delivery arrangements please let us know in advance at firstname.lastname@example.org. We will do our best to accommodate your requirements but there may be an additional charge and we can provide a quotation.
These products are delivered using specialist couriers and the products supplied will usually require assembly by you once delivered. We do offer an assembly and installation service. For availability and pricing options, please contact email@example.com.
On larger project-based orders, any delivery and installation charges will be highlighted at the time of quotation.
Print, Workwear and Bespoke Goods
An estimated delivery date for more specialist goods, such as print, workwear and bespoke goods, will be provided at the point of order. If you would like to have any information in advance of ordering, please contact firstname.lastname@example.org or phone 0113 391 1107.
How do I know when the product will be delivered?
Please check the product details page which will show the expected delivery of the product. If you are still unclear, please get in touch either by email email@example.com or by phone.
Delivery Charges and Delivery Capability
We do not charge delivery on small orders for our single source corporate accounts. We provide a standardised delivery service to most postcodes on mainland UK (Highlands and Islands arrangements and cost profiles differ).
Whilst there is no minimum order on office supplies lines, orders below £40 ex VAT will attract a carriage charge. If you are an occasional purchaser, the following charges will apply:
For orders of £40 + VAT and over in value, delivery is free of charge.
For orders under £40 + VAT in value, delivery will cost £4.95 + VAT.
For delivery rate enquiries to the Islands and Scottish Highlands, please contact us at firstname.lastname@example.org.
Many of our furniture lines are quoted on our site at the “delivered” price so no further charges would apply. On larger project-based orders, any delivery and installation charges will be highlighted at the time of quotation. Your delivery address must be within the UK and delivery/installation will be in normal working hours unless otherwise stated (Monday-Friday 8am to 6pm).
Problem with a delivery?
What if a product is out of stock?
Whether or not a product is in stock will usually be shown on the product details page before you place your order.
If, however, the product goes out of stock on the same day that you place your order, we will contact you and you will have the option of cancelling your order or waiting until it is available. If you decide to cancel the order, we will credit the card that you used to make the purchase or, if you are an account customer, we will ensure that you will not be invoiced for the product. For some goods, we may make a substitution with an alternative product that is substantially similar to the product that you have ordered.
Delays with furniture, print and bespoke products
Bespoke products and more specialist furniture lines will often have their own unique lead times. We will advise you of the date the goods are due in at the time of placing your order and we will do our very best to adhere to those guidelines although we are naturally bound by any operational constraints experienced by our manufacturers. If we are made aware that delivery or installation dates have slipped, we will inform you as quickly as possible.
Right to Return for Consumers
If you are a consumer and change your mind about an item that you have purchased, you must notify our customer service department within 14 days of receiving the product. The item must be returned unused, unassembled, in its original packaging and in a resaleable condition. Products that are damaged or show signs of use will not be refunded.
There are certain items that cannot be returned such as bespoke products. Please see our Terms and Conditions for more details.
You can cancel by emailing email@example.com or by telephoning 0113 391 1107. Please give us your:
- order number
- the particular item that you wish to cancel
- telephone number
- email address.
For larger items, such as furniture, we do offer a collection service. The items must be repackaged in their original packaging, otherwise the courier may refuse collection. If you have lost or damaged the original packaging, please contact us and we can arrange for some more packaging to be sent to you, although there may be a charge for this. There is a charge for this collection service. Please indicate when cancelling whether you would like to use this service and we can provide a quote.
Where you use our collection service to return products, the courier will only attempt collection once. If they are unable to gain access to the products at the address for collection or if the products are inadequately packaged, you will have to pay a failed collection charge. If you think that you cannot be in when the collection is scheduled, it is always best to let us know in advance.
If you return items under your right to cancel, we will reimburse to you the price that you paid for the product and any standard delivery charges. Other charges, such as any supplementary delivery costs, collection and failed collection charges will not be reimbursed. We may make a deduction from the price of the product for any loss in value as a result of unnecessary handling of the product by you. For more details, please see our Terms and Conditions.
Right to Return for Businesses and Account Customers
Unless faulty, all of our lines supplied are non-returnable. We do offer an office furniture sampling service for a number of our ranges so that you can “try before you buy”. If this is something that you are interested in, please ask us for more details.
If your product is damaged, faulty or missing from the delivery
If a product is faulty or not working when it is delivered, you should notify us as soon as possible by emailing us at firstname.lastname@example.org or telephoning us on 0113 391 1107. Please give us your:
- email address
- telephone number
- order number
- the particular item that is faulty or damaged
- information about the fault or damage.
Business and account customers should notify us with any problems on delivery, including a short delivery, within 1 working day of delivery.
If your product develops fault after delivery
If your product develops a problem after delivery, please let us know by emailing us at email@example.com or telephoning us on 0113 391 1107. Please give us your:
- email address
- telephone number
- order number
- details of the product and how it is faulty.
For larger items that need to be returned, such as furniture, we offer a collection service. You will need to stop using the product and to store it and keep it in good condition until it is collected. If you would like to use this collection service, the product must be re-packaged in its original packaging, otherwise collection may be refused by the courier. If you need more packaging to return the item, please let us know.
Where you choose to use our collection service, the courier will only attempt collection once. If they are unable to gain access to the product at the address for collection or if the product is inadequately packaged, you will have to pay a failed collection charge. If you think that you cannot be in when the collection is scheduled, it is always best to let us know in advance.
Incorrect item delivered
If one or more incorrect items arrive in your delivery, please let us know within 72 hours of delivery and we will arrange for a collection and the correct replacement to be supplied. Please contact us as: firstname.lastname@example.org.
If an item that you have ordered, that is showing as “in stock” at the time of order, does not arrive, please get in touch immediately at: email@example.com