Here are the answers to just some of the questions we're often asked by our customers.
The answer to many of your questions can be found quickly and easily here in the Help Centre. If not, please email our service team at:email@example.com
Q. What are the delivery options and how much do they cost?
A. We offer Next working day delivery which costs £4.99 inc.VAT.
We deliver to all mainland UK locations.
Q. When will my order be delivered?
A. If you choose Express delivery, the following applies:
Customers wishing to take greater control of their express delivery can register
for a free UPS My Choice account.
UPS My Choice members get flexibility and control over home deliveries, with alerts before the first delivery attempt and the power to redirect or reschedule packages to fit your needs.
* All orders go through fraud screening. If any issues arise, shipment may be delayed until they are resolved.
Unfortunately, we can't offer Express delivery to certain areas - including some Aberdeen postcodes and the Scottish Highlands. In these cases delivery will take 2-3 working days. See below for the list of area exceptions for the Express delivery service.
Q. What happens if my order isn't delivered on time?
A. You can check if your order has been dispatched on the Order Tracking page. You will need to sign in to see your account details.
You can also email our customer services team at firstname.lastname@example.org who'll be able to provide more detailed information.
Q. Who will deliver my order?
A. All orders are sent either by Royal Mail or UPS.
Q. Do you deliver overseas?
A. No, sorry, we only deliver to mainland UK locations. We can't deliver to the Channel Islands or other locations outside the UK.
Q. What happens if I forget my order number?
A. When you place an order we'll send you an order acknowledgment email with your order number included.
You can also find it by logging onto the My Account section (you'll find this in the top right of the page) and selecting Order Tracking. You'll see that each of your orders has a reference number next to it.
Q. How do I check the status of my order?
A. You can check if your order has been shipped by logging in to the My Account section (you'll find this in the top right of the page) and selecting Order Tracking.
You can also call our customer services team at email@example.com who'll be able to provide more detailed information.
Q. How can I pay on the site?
A. We accept MasterCard, Visa, Maestro, Corporate cards and PayPal. For pre-approved business account holders we also offer payment by invoice. Read more about our payment methods.
Q. What happens to my order if my Internet connection is suddenly lost?
A. If this happens, provided you were logged in at the time your items will still be in your shopping basket when you return to the site.
Q. During Checkout the price of a product line has changed.
A. This is an effect of the rules set by HMRC for calculating and reporting VAT. As prices are set in ex. VAT form, and then VAT is applied, the inc. VAT amount is calculated to a fraction of a penny. The final total must be shown to meet the rules set by HMRC.
Overall, a few prices will be rounded down a penny, and a few prices will be rounded up by a penny. The majority of products will not be affected.
Q. How can I get a VAT receipt?
A. If you require a VAT receipt please reply to the dispatch confirmation email we send to you stating that you require a VAT receipt. Alternatively, once you have received your goods, if you require a VAT receipt then please contact us and well arrange one for you.
Q. How do I return goods?
A. You'll find full details of how to return goods to us on our Returns page.
Q. How can I exchange a product?
A. We don't currently offer an exchange service. However, as a consumer you have the right to cancel any order within 14 working days of receipt of the goods and receive a full refund.
Firstly, you need to contact us within 14 days and return the item in the same condition in which you received it. We'll then refund you and then you can reorder another item to replace it.
Q. I received a faulty item, what do I do?
A. You'll find full details on our Returns page.
Q. I've received the wrong item, what do I do?
A. You'll find full details on our Returns page.
Q. What if I can't log in?
A. If you're having problems logging onto OfficeProducts.co.uk, here are a few things to try:
If you still have any problems, please email our customer services team at firstname.lastname@example.org for assistance.
Q. What happens if I forget my password?
A. If you forget your password, go to the Forgotten password page. Then just enter the email address you used to register with the site, and we'll email you a new password.
Q. What is your battery recycling policy?
A. Under the Waste Battery Regulations, Banner Group Limited are now offering a take-back scheme for all portable waste batteries. You can return your waste batteries to our business premises in person (PLEASE DO NOT POST).
See About Us for locations.
Alternatively, you can find your local waste portable battery recycling facility at www.recyclenow.com. Most supermarkets and shops that sell batteries will have collection bins for used batteries, and some town halls, libraries or schools may also set up collection points. End-users may find stores in their local area more accessible.
Q. What is your Electical Equipment Recycling Policy?
A. The Waste Electrical or Electronic Equipment (WEEE) Directive requires countries to maximise separate collection and environmentally friendly processing of these items.
In the UK, distributors including retailers must provide a system which allows all customers buying new electrical equipment the opportunity to recycle their old items free of charge. As a responsible retailer, we have met the requirements placed on us by financially supporting the national network of WEEE recycling centres established by local authorities. This is achieved through membership of the national Distributor Take-back scheme (DTS). Unwanted electrical equipment is the UKs fastest growing type of waste. Many electrical items can be repaired or recycled, saving natural resources and the environment. To remind you that old electrical equipment can be recycled, it is now marked with the crossed-out wheeled bin symbol. Please do not throw any electrical equipment (including those marked with this symbol) in your bin. If you do not recycle electrical equipment will end up in landfill where hazardous substances will leak out and cause soil and water contamination harming wildlife and also human health.
We're proud to support your local authority in providing local recycling facilities for electrical equipment. To find your nearest recycling centre, visit the www.recycle-more.co.uk website and type in your postcode.
A. Our customer services team is happy to talk you through any problems you might be having with the site. You can email the team on email@example.com for assistance.
Q. Who has access to my personal information?
A. Your information may be used by two companies - Banner Group Limited to operate the site and process your orders, and by OfficeProducts.co.uk Ltd for their marketing activities.
Q. I need to re-order a printer cartridge. How do I know which one to order?
A. Every cartridge has a product code on it, and this is also marked clearly on the product packaging. If you're having trouble finding this, you can also visit the manufacturer's website for help.
You can also use our Ink Finder to search by printer make and model, or by cartridge number.
Q. How do I add an item to 'my favourites'?
A. If there are certain items that you order regularly, you can add them to your favourites list. This saves you time looking for an item each time you return to the site.
When you click on a product detail page, you'll see link near the price, titled add to favourites (this only show's when you are logged in). Click on this icon to add that item to your favourites list. You can then view your list by logging onto the My Account section.