FREQUENTLY ASKED QUESTIONS

Products & Prices

I can't see the item I want on your website.

I saw a price on your website last week, and now it has changed.

Have you got a particular item in stock?

I cannot add an item to my basket as the "add" button is disabled

An item I saw on your website has now vanished!

Placing an Order

Do I need to create a login account to order?

Can you send me a pro-Forma Invoice?

How do I enter my billing address?

How do I enter my shipping address?

Can I add to my order?

Can I cancel my order?

Can I change my order?

I haven't received any emails about my order. What do I do?

What notification will I receive about my order?

I don't like entering my credit card details on line, can I pay by any other means?

I have entered my credit card number and now it is asking me security questions or for letters from my password. I don't know the answer.

Delivery

Do you charge for delivery?

How long will my delivery take?

I am not around to receive my order. Can it be left in the shed, in the porch, behind the fence etc?

Do you offer a same day/next day service?

I have waited a week, but my order still hasn't arrived.

I have come home and found a card detailing a missed delivery.

My order was split into 2 different shipments. Will I be charged twice for delivery?

The item delivered wasn't what I ordered.

The item delivered wasn't what was described on the website.

Do you deliver to countries other than the UK?

After Sales

I have ordered the wrong thing, can I exchange it please?

I don't want the item, I want to return it.

An item has arrived damaged or faulty.

The item has broken during its warranty period.

Can I reorder the same item as I had last time?

Can you send me a vat invoice for my order?

General

How secure is my credit card?

Can I open a trade account?

Products & Prices

I can't see the item I want on your website.

If you can't find a specific item, it means it is an item we do not stock, or it is an item that has been discontinued. It may be available one week and vanish the next week as we constantly add or remove items according to their availability. Try searching using one or two words to describe the original item.

I saw a price on your website last week, and now it has changed.

We constantly change prices as we source products from many suppliers. We reserve the right to amend any price at any time.

Have you got a particular item in stock?

Stock levels are regularly checked and the quantities are shown. In the event of an item being shown as "out of stock" you can contact us and we can check and give you an estimated availability date.

I cannot add an item to my basket as the "add" button is disabled

If you have Orange Product Codes in your basket you cannot add Blue Product Codes to the same shopping basket (and vice versa). We source products from two main sources (the Orange Codes and the Blue Codes) and therefore cannot be combined in one order because of excessive delivery costs. You can place two separate orders if you require both Orange and Blue coded items.

An item I saw on your website has now vanished!

We supply products from different sources which are identified by Blue Product Codes and Orange Product Codes. When you add an item from one colour group to your basket, you will not be able to pick and add items from the other colour group to the same shopping basket. You can of course place two separate orders if items are required from both groups.

Placing an Order

Do I need to create a login account to order?

No, you don't have to create a login account to order from us. You will of course have to enter your billing & shipping address details and your credit/debit card number onto the secure site, but you do not have to create a login account, although you can do so if you wish to.

Can you send me a pro-Forma Invoice?

Yes we can issue a pro-forma invoice. Please contact us to discuss your requirements.

How do I enter my billing address?

You will need to fill in some of these fields, some of which are mandatory:
First Name - Your first name which is required
Last Name - Your surname which is required
Telephone Number - Optional but we would use it to contact you if there is a problem with your order
Email Address - Required. Please take care to enter the correct email address - if you mistype it, we may not be able to send you confirmation of your order, but also, there is always a possibility that your name and address and your order contents will get emailed to an innocent 3rd party. We won't know if the email address you provide is correct! Company Name - The name of your company which is optional and can be left blank
Address 1 - The first line of your address which is required
Address 2 - The second line of your address which is optional and can be left blank
Address 3 - The third line of your address which is optional and can be left blank
Town - Your town or city name which is required
County - Your county name which is optional and can be left blank
Postcode - Your postcode which is required. Please take care to enter a correct postcode, because if it is wrong we may not be able to process your credit card payment.

How do I enter my shipping address?

If your shipping details are the same as your billing address details, choose the option “use billing address”. Otherwise, fill in the fields below, some of which are mandatory:
First Name - The recipient's first name which is required
Last Name - The recipient's surname which is required
Company Name - The recipient's company name which is optional and can be left blank
Address 1 - The first line of the recipient's address which is required
Address 2 - The second line of the recipient's address which is optional and can be left blank
Address 3 - The third line of the recipient's address which is optional and can be left blank
Town - The recipient's town or city name which is required
County - The recipient's county name which is optional and can be left blank
Postcode - The recipient's postcode which is required. Please take care to enter a correct postcode, because if it is wrong we may not be able to ship your order correctly.

Can I add to my order?

Sometimes. If you need to add an item to an order you have just placed, immediately place the second order online. Then use the Contact Us page to inform us that you have placed 2 orders. We will try and merge them together into one shipment for you, but we cannot guarantee to do so - for example if a few minutes have passed between the two orders, it is highly likely that the first order has already begun to be processed and so it cannot then be modified.

If the orders can be combined into one shipment, and the combined total order value is £41.67 (ex vat) or over, then we will refund one or both carriage charges if you have paid carriage on the order(s), subject to the delivery being made to mainland UK as detailed above.

We cannot add to any order if the second order is placed using a different billing address or is to be dispatched to a different delivery address. They will remain as separate orders, attracting, if necessary, separate carriage charges.

Can I cancel my order?

Usually. If you notify us quickly enough, that is within a few minutes of placing the order, we can stop the order and stop the credit card payment. However, if you place your order towards the end of the day, you will have very little time to cancel before the order gets processed. If we have already begun to process the order, we will try to cancel it, but if the item has already been shipped out, you will have no choice but to accept the order - in that case, see the question I don't like the item, I want to return it below, where you can find out how to return the item for credit.

Can I change my order?

Sometimes. It depends on whether the order has been processed or not. If it has already been processed then no, it cannot be changed - Instead we can arrange to cancel the item whilst you order the required item as the replacement. It is easier to do it this way than attempt to change part numbers on an order.

If you need to order a higher quantity, place another order online for the extra quantity. If you need less than you ordered, contact us to seek a return of the unwanted quantity.

I haven't received any emails about my order. What do I do?

You should receive 2 emails from us. Sometimes, some email software and/or internet service providers (ISPs) will mistakenly treat the confirmation emails as spam. Check your junk mail folder in your email software. Also check your junk mail handling rules in case the messages are being rejected or deleted automatically. Also check with your ISP just in case their spam filter is similarly rejecting or deleting messages. Also, if you have accidentally provided a wrong or invalid email address, then you will not receive confirmation either. If this is the case, contact us via the contact us page quoting your name and approximate time of order and we can locate and usually resend a confirmation email. We cannot resend the email from the credit card company, but we can confirm if the transaction has taken place.

What notification will I receive about my order?

You will receive 2 emails - one will be from the credit card handling company, and it will quote our order number and your total transaction amount. The second email will quote the same order number and will confirm the items, descriptions, product code, quantities and prices of your order, as well as the billing and shipping addresses.

I don't like entering my credit card details on line, can I pay by any other means?

We can sometimes accept payment by BACS transfer in advance. Contact us for further information. You can also apply for a credit account with us, but that will take time to validate, is subject to approval and you will still need to quote your credit card details for your first order.

I have entered my credit card number and now it is asking me security questions or for letters from my password. I don't know the answer.

We use the bank's "Verified By Visa" and "MasterCard SecureCode" schemes for both yours and our protection. If your card has been previously enrolled into one of those schemes you will be asked to validate the transaction by correctly answering the questions asked. If you do not know the correct answers then you will need to follow the advice given on the screen and/or contact your bank for assistance. We do not control the questions asked and you only get asked the questions if you had previously enrolled into one of the schemes.

Delivery

Do you charge for delivery?

Depends on where your order is being delivered to and the value, size and weight of your order.

The normal delivery charge per order is £4.99 (ex vat). However for delivery to most addresses in mainland UK and NI (see table below), the delivery charge is free if your total order value is £41.67 (ex vat) or higher.

For delivery to other addresses the normal delivery charge will apply, but depending on the physical size and weight of your order, we reserve the right to add a surcharge. We will inform you of this surcharge and give you the opportunity to cancel your order if you so wish. We only make this additional charge because it is what the carrier charges us.

Delivery Address in:	Delivery Charge	Notes
Shetland Islands & Hebrides (all postcodes beginning with ZE or HS)	£9.99 (ex vat)	If your order is heavy we may have to apply a delivery surcharge. We will inform you and give you the opportunity to cancel your order if you so wish.
Channel Islands (all postcodes beginning with JE or GY)	£21.50 (no vat)
Isle of Man (all postcodes beginning with IM)	£21.50 (ex vat)
Highlands and Islands of Scotland (postcodes beginning with IV3-IV11, IV14-IV28, IV40-49, IV51-56, IV63, KA27-KA28, KW1-KW3, KW5-KW17, PA20, PA41-PA49, PA60-PA78, PH33-PH44)	£7.70 (ex vat)
Isles of Scilly (postcodes beginning with TR21-TR25)
All other areas of the mainland UK and Northern Ireland (including the Isle of Wight)	FREE if your order value is £41.67 (ex vat) or higher £4.99 (ex vat) if your order is below £41.67 (ex vat)
Anywhere else	We do not deliver to anywhere else in the world. We deliver to the UK only.

How long will my delivery take?

Items in stock are normally delivered next working day (that is Monday to Friday inclusive) in mainland UK. Outside of Mainland UK (Northern Ireland, Isle of Man, Channel Islands, Scottish Islands) or the Scottish Highlands may take 1-2 working days. Furniture ' very large items usually take 2-3 days but some furniture can take longer. Please note we do not deliver on Saturday or Sunday.

If any items are temporarily out of stock, then they will be shipped to you as soon as they become available at no extra charge. If this is likely to take longer than 3 days, we will let you know.

I am not around to receive my order. Can it be left in the shed, in the porch, behind the fence etc?

Unfortunately no. All deliveries will require a signature and therefore they cannot be just "left" somewhere - for your protection just as much as ours. If you have a neighbour who can sign for the parcel, please use their Name and Address as the shipping address details instead of your own. Please don't try and use the address boxes to specify your special delivery requests - unfortunately the carrier will not usually honour them.

Do you offer a same day/next day service?

Sorry we are unable to offer a same day delivery service. Subject to stock availability, most products are despatched on a Next Working Day service (ie Monday to Friday) to Mainland UK, but furniture will take 2-3 days to be delivered.

I have waited a week, but my order still hasn't arrived.

Contact us to enquire about your order and quote the Order Reference Number. We will usually ship out within a day, although items can be out of stock. We aim to ship within one week, but if there will be a delay of more than a week we will contact you to inform you, and give you the opportunity to chose a similar item or to cancel your order.

I have come home and found a card detailing a missed delivery.

The carrier will require a signature for the delivery. You will need to follow the instructions on the card to rearrange a delivery at a time suitable to you. They will not be able to deliver the parcel to a different address. Alternatively, you can arrange to collect the parcel from their depot.

My order was split into 2 different shipments. Will I be charged twice for delivery?

No. If we have to split the order you will only be charged for one delivery (if your order didn't qualify for free delivery).

The item delivered wasn't what I ordered.

Contact us quoting the Order Reference Number and we will arrange to get the wrong item collected and the correct item sent out straight away.

The item delivered wasn't what was described on the website.

Contact us quoting the Order Reference Number and Product Code and we will arrange to get the wrong item collected and the correct item sent out straight away or to collect it and refund your credit card. Unfortunately, we have no control over the description of every single item (some 19,000+ items) as the descriptions are provided by various manufacturer's and occasionally they will get some of them wrong.

Do you deliver to countries other than the UK?

Unfortunately no, we can only deliver to the United Kingdom of Great Britain and Northern Ireland.

After Sales

I have ordered the wrong thing, can I exchange it please?

You will need to place a fresh order on the website for the correct item and contact us to arrange for collection of the incorrect item. However there would be a charge for collecting the unwanted item - unfortunately carriers are unable to combine a collection and delivery into the same transaction. In addition there may be a restocking fee for taking back the incorrect item.

Once the incorrect item has been safely returned (unopened, unmarked, unused and in a resaleable condition) then after deducting the collection and restocking fee from the value of the item, a refund will be made to your original credit card.

In many instances, especially with stationery, the collection charge and restocking fee will outweigh the value of the incorrect item in which case no refund will be possible so it is far better to simply keep or dispose of the incorrect item.

If the item was incorrect because of an error on our website, or if a picking error resulted in the wrong item being sent out, then of course the item will be immediately swapped out at no cost to you.

I don't want the item, I want to return it.

We can take back most items and refund their cost, but there are exceptions and strict rules governing unwanted goods. You must contact us in writing by email or via our "contact us" page within 7 working days of the items being delivered to your address. Software, CDs, DVDs & Videos, cannot be returned and refunded if their seal has been broken or tampered with. Food and drink cannot be returned and refunded for health & safety reasons. Consumable items cannot be returned if they have been used, or had their seal broken or tampered with.

We will collect the item and the item must be returned whole, with all original packaging and accessories and manuals and must be unused, unmarked and in a totally resaleable "as new" condition.

We will deduct from your refund the cost of the collection which is currently £10.00 (ex vat). We may deduct from your refund the cost of the next day delivery service used to originally ship the item to you. We may also deduct a 20% handling/restocking fee from your refund if the supplier of the item charges us a fee for the return of the unwanted items.

Note that we are unable to accept any item back unless it has previously arranged and agreed with us in advance.

An item has arrived damaged or faulty.

Contact us straight away and we will arrange either to collect the faulty item and replace it with a new item or to collect the item and give you a refund. Specify which action you would like us to take when you contact us.

The item has broken or become faulty during its warranty period.

Contact us and we will let you know what to do, subject to the manufacturer's warranty procedures.

Can I reorder the same item as I had last time?

Yes, if the item is still available, enter your order details again.

Can you send me a vat invoice for my order?

A day after your order is despatched, we will automatically email you a vat invoice to the email address you entered. Note that your client email software might block or mark the email as spam so make sure you allow emails to be received from buy-stationery.co.uk and supplymyoffice.co.uk If you are unable to print it out, contact us with the Order Reference number and we will post you a paper copy.

General

How secure is my credit card?

We don't store your credit card details on our servers. Instead, at the time of checkout you are taken to the credit card handling company's own secure servers, where your card details are processed. They use the latest encryption methods and they alone store your credit card details.

Can I open a trade account?

If you are in the public sector, that is you are a school, college or university, or are the NHS, Local or National Government, Police or Ministry of Defence, we can open a Public Sector Trading Account for you. Use the "contact us" page to request a trade account. Unfortunately we cannot offer credit terms to non public sector companies as we already give generously discounted prices.

Further details can be found in our Terms and Conditions which apply at all times.

E&OE