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Frequently Asked Questions
Contacting Us
How do I contact you?
I have an idea for a new product - who do I call?
f I am not completely happy with something is there someone I can talk to or send a message to?
Deliveries
Are there different types of delivery I can pay for? For example Express Delivery?
What is direct delivery?
How much does delivery cost?
Can I get proof of my delivery being sent if I have a problem?
Can I organise a delivery to another address other than where my account is registered?
Can I send and order as a gift to someone else?
Can I track the delivery status of my order?
Do I have to sign for my parcel?
Do you deliver overseas?
How do I find out about the delivery of my order?
How do I qualify for free delivery?
How long does a delivery take?
My delivery hasn’t arrived – how do I find out where it is?
What do I do if my products are damaged, incomplete, incorrect or short delivered?
What happens if Im not there to sign for my delivery?
Enviromental
What information do you have on the disposal of Waste Electrical Electronic Equipment ?
Miscellaneous
What is BESA? And how does it affect your products?
What is the 100% Service Promise? And how do I claim it if I am unhappy with my service?
Where can I get technical help with SIMS, RM and Premier Finance systems?
Where do I get general technical help with the website?
Can I order a new Catalogue?
Can you tell me whether the materials are from sustainable resources?
Do you have an international catalogue?
Do your products carry guarantees and warranties?
How do I get a copy of your terms and conditions?
Is it possible to get gift vouchers to give a friend/school from you?
My question isn’t on the list of frequently asked questions – how can I get an answer?
What does the CE mark mean?
My Account
Ive forgotten my account number, how can I find out what it is?
Account changes - Where do I my change my details?
Account details - How do I change my address or other details?
Account number - What is it and why do I need one?
Cannot order - I have an account with you and I can’t place an order – why is this?
I appear to have more than one customer number, does it matter which one I use?
How do I open a new account?
I appear to have more than one customer number, does it matter which one I use?
Orders
Can I amend my order online if I’ve already sent it?
Can I view my past orders online?
Cancelling my order - How do I cancel my order?
Confirmation - Do you send me a confirmation of my order?
Discount code doesn’t appear to be working – how do I check it?
How do I claim my special offer or promotion?
Order status - Being Processed what does this mean?
Order status - Dispatched what does this mean?
Order status - Cancelled what does this mean?
Order status - Received what does this mean?
Ordering online - how do I do it?
Other
What is Price Match Promise?
Payment
Can I pay by invoice?
I don’t have a credit account with you – can I still order?
I’ve put my card details in and they are not being accepted – why?
What are my payment options with you?
Price
Price Comparison
Products
Can I check an item is in stock?
Do you do products for Special Needs/Secondary/Primary/Mainstream?
Do you do replacement parts for any products?
How can I find out further advice on a product?
I’d like to refurbish an area of my school – can you help?
I’m trying to find a product on your website that’s in your catalogue – why can’t I find it?
If I do not want the substituted products what do I do?
What are ‘Made to Order’ products?
Why is the price different online than in the catalogue?
Will you inform me if something goes out of stock if I order it?
Will you send me another item if my choice is out of stock?
Returns
How do I return faulty or unsuitable products?
What is No Hassle Returns?
Security
How do I know if my details are secure?
How do I stop emails from you?
How do I unsubscribe from emails?
Personal details - What do you do with my details I give you?
What does Safe and Secure Online transactions mean?
What is VeriSign?
Will I get emails from other people?
VAT
Do I have to pay VAT on your product
Is VAT included in all prices?
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