How long does delivery take?
tems that are in stock will be normally be delivered within 5-7 working days. Some of our larger/furniture items can take 6-8 weeks as they are delivered directly from the manufacturers. Resources that may take longer are clearly marked.
Which courier do you use?
Yodel is our main courier, however for smaller items we use Royal Mail. Deliveries for furniture or larger items will be made directly from the manufacturer's warehouse. Please be aware that delivery could take 6-8 weeks.
Will the parcel have to be signed for?
Yes: Yodel require a signature to enable us to keep a track of the order and for proof of delivery (POD). Yodel can deliver between 8 am and 5pm. Most furniture will be delivered by the supplier, who will contact you directly to arrange delivery.
What will happen if I'm not in when the courier attempts delivery?
Yodel should leave a card to let you know they tried to deliver, including a phone number for you to ring your local depot to rearrange delivery. If a second delivery attempt is not successful, the parcel will be returned to our warehouse.
Can I track my order once it has been placed?
Once the order has been processed by us, we will e-mail you with a web reference number and a link to track your order. You can also use this reference number to track your order online.
Is there any extra carriage charge for delivery to the Channel Islands?
If you have placed an order for furniture or large items, there may be an extra carriage charge, depending on the supplier. You will be notified of any extra charge when the order has been processed..
Are there any extra carriage charges for trade, export or international orders?
We do not accept trade & export or International orders on our website, as the prices will be different from those quoted on the website. These orders can also incur extra carriage charges for the delivery. To place a trade, export or international order please e-mail firstname.lastname@example.org, email@example.com or view our International Schools page.
What are your procedures for returning faulty or unsuitable product(s)?
On receipt of the goods you have 14 working days to report a faulty or unsuitable item(s). You can report this either by email or by telephone. We will then arrange a collection date with you for the item(s) to be returned. When the goods are returned back to us we will either issue you with a replacement or credit your account.
How do I apply discount vouchers to my order?
When you order online, you are able to apply any discount code when you checkout and pay.
Is there any extra carriage charge for B.F.P.O. orders?
We do not accept B.F.P.O. orders online as the prices will be different from those quoted on the website and you may also incur extra carriage charges for delivery. To place an order email firstname.lastname@example.org.
How and when will you advise me if any items in my order are out of stock?
Once the order has been placed onto our system, you will receive a second confirmation email. This will advise you if any items that are out of stock.
What confirmation will I receive once the order has been placed?
You will receive two emails when you place an online order with us. The first email will be automatically sent when you have completed the order. The second email will be sent when the order has been processed onto our system: this will advise you of what is in or out of stock and will contain a link to let you track your order.
How do I amend my web order if it has already been submitted?
Unfortunately you won't personally be able to amend your order, however if you email your request with your name and web reference to email@example.com, then we should be able to action your request.
Why doesn't a product from your current catalogue show up on your website?
If the product you want is not displayed when you input the product code, try using our Quick Order Form. If you still can't find the product you are looking for, try entering the product code without the prefix which is displayed in the catalogue, e.g. (016) - this prefix is not required for locating the product online.
I do not have a current account with you. Can I still order?
Yes: you can still order, however you will be asked to register online. If you are an educational establishment/nursery/pre-school, please click on the section that says you are an educational establishment. Our internal system will then search for an existing account with us, and if a valid account exists you will then be able to place your order and be invoiced. If this does not happen please email your postal address to firstname.lastname@example.org and we will link the account up for you manually.
How do I pay by invoice?
If you normally pay for orders by invoice, then you are eligible to place and pay for your website orders by invoice. More information about ordering on account or paying by invoice.
I have put in my card details but they aren't being accepted.
This could be due to a number of reasons. You need to make sure that the invoice address is exactly the same as the address where the card is registered to - the one on your statements. It could also be the card you are using: we don't accept American Express and some types of MasterCard. Another possible reason is that the payment could not be authorised because the necessary funds were not available (note that credit card payment is taken straight away). If you have checked these possibilities and are still experiencing problems in completing your order, please call: 0800 138 1370.
What if I still have a problem?
If these questions have not answered your problem please call our Free phone number 0800 138 1370.