FAQs

Delivery Options and Costs

Most of our products are available for next business day delivery from when your order is placed (excluding public holidays), provided it is in stock.

Products available for delivery within 3 – 5 business days of your order being placed are usually furniture, large technology items, safes and some business machines.

To find out the expected delivery of a product, or if a product is out of stock and unavailable for delivery, please check the product details page before you place your order. You can also view this information in the Shopping Basket after you have added products to your order.

Free UK delivery on orders over £40 (ex VAT).

For orders under £40 (ex VAT), you will be charged an additional £5.95.

We currently deliver to the UK mainland and Northern Ireland. Unfortunately we are unable to deliver to the Scottish Islands, the Isle of Man or the Channel Islands.

We are unable to deliver furniture as part of our next business day delivery service. These products are delivered using specialised couriers who will contact you the day prior to delivery with an expected delivery time.

The delivery time of your order depends on the type of products you have ordered and their expected delivery time.

If all of your products are available for next day delivery, they should be delivered at the same time.

If your products are a mixture of next day delivery and 3 – 5 business days, they will be sent to you on different delivery days depending on product availability. Product availability can be checked in the product description before adding an item to your basket.

Expected Delivery Times

Products will be delivered by a courier Monday to Friday, between 9:00 am and 5:00pm. Unfortunately you are unable to request a specific delivery time.

After your order has been dispatched from our warehouse, you’ll receive an email detailing order tracking information. You can also check this information in My Account / My Orders.

Depending on the day and time your order is placed, please refer to the table below for expected delivery days. If you place your order on a public holiday, your products will take an additional business day to arrive.

Expected next business day arrival day based on time and day order was placed

Day order placed Ordered before 5pm Ordered after 5pm
Monday Tuesday Wednesday
Tuesday Wednesday Thursday
Wednesday Thursday Friday
Thursday Friday Monday
Friday Monday Tuesday
Saturday Tuesday Tuesday
Sunday Tuesday Tuesday

 

If you are absent or unable to sign for your delivery, other people in your office can also accept and sign for your delivery on your behalf.

If there is no one available to accept your delivery, our courier will leave a calling card with details on how to contact them to rearrange another delivery. The courier company will usually attempt a second delivery before expecting you to contact them on their details provided to make alternative delivery arrangements.

Order Tracking

It is easy to track the progress of your order via email or using our online system.

When your order is dispatched from our warehouse, you will be sent an email that includes the courier name, a tracking number and a link to the courier’s tracking service.

Alternatively, log into My Account, where all of your orders will be displayed in the My Order section. Simply click on the green "track" link next to the order that you’d like to track to see the progress of your order, including when it left the depot.

Furniture and large items are shipped using specialised couriers who will contact you the day prior to delivery with an expected delivery time.

We suggest you log into the My Account feature on our website and select the green "track" link next to the order that you would like to view. It should show your order’s progress to your door, including when it has left the warehouse and if it is on its way to you.

If you have ordered furniture, large technology items, safes or selected business machines these products are delivered by a specialised courier service due to the size and weight of these products. The courier company will contact you the day prior to delivery with an expected delivery time. These products usually take 3 – 5 business days for delivery.

If you need further assistance, please contact us online or call 0800 652 6060 Monday to Friday, 9am – 5pm.

If you are a new customer, you can add your delivery address in the checkout stage. This address will be saved for future use in your My Account onsite. You can then add or delete delivery addresses after you have made your first order.

If you are an existing customer, there are two ways to change your delivery address.

When you are in the My Account section, click on Manage My Account to view your current address book list. There you can add a new address, delete an existing address or change your default delivery address.

Alternatively, you can add or change a delivery address when placing an order at the checkout. Any saved delivery addresses that you have used previously will show in that section.

Customer Registration

Yes, you will need to register as a customer to buy from us.

You will need to provide us with your login details including:

  • Name and email address so that we can send you an order confirmation email
  • Delivery and billing address so we can ensure your order and invoice arrives safely
  • Company details (if applicable) so we can correctly address the statement or invoice

When you provide these details they will be stored for quick and easy future shopping.

You will also be able to enjoy the following benefits including order tracking, ability to start refunds online and keep track of customer service queries online in My Account.

To register, go to the Login / Register page now. Alternatively, if you are purchasing an item today you can also register as you proceed through the checkout process.

Payment Methods

We accept all major debit and credit cards including Visa, Mastercard, MasterCard and Solo.

When making a payment using your debit or credit card, please ensure your name and billing address matches the card holder address details held by your card issuer.

We also accept payment via PayPal and UK Office Direct business credit accounts.

It will take just a few minutes to complete the application for a UK Office Direct business account. You will receive quick and easy approval, with all decisions made within two business hours.

If you are a new business customer, you will need to register with us first or you can apply for an account when you are placing your first order during checkout.

Find out more about how to apply for a business credit account.

For existing customers, you can apply for an account during checkout or in the My Account section online.

Our website uses a Norton Secured payment system powered by VeriSign which uses an encrypted data transmission when taking payment for orders. This SSL technology encrypts your payment data to ensure your details are safe.

For further information on your privacy and security, please contact us online or call our Customer Service Team on 0800 652 6060, Monday to Friday 9am – 5pm.

VAT Invoices

How can I receive a VAT invoice?

If you are a VAT registered business, we will provide you with a VAT receipt after you have placed your order and your items have been delivered.

There are two ways you can view your VAT receipts:

  • After delivery you will automatically receive a VAT invoice for the goods purchased via email
  • You can also view the invoice receipts when you login to My Account

In My Account, all of your invoices will be listed under the My Orders section. Simply click on the Invoices tab and it will show you the date of purchase, invoice, order number and total cost. You can also limit the number of invoices shown in this section to the last 3, 6 or 12 months, export the invoice details or print them.

Credit Account Balance

You can pay your business credit account by BACS or cheque payment.

OUR BANK DETAILS ARE CHANGING
We are moving banks to Barclays on Friday 4th October. This means our bank account and sort code details are changing. If you are a business customer with a credit account you will need to change the bank details you make BACS payments to with immediate effect.

Our new bank details are below:

Payment by BACS
Account Name: UK Office Direct
Bank Account Number: 53161978
Sort Code: 20-78-98
Reference Number: Your account number

Please pass this information onto your company’s accounts team.

Our service will not be affected by this change. You will be able to place orders as usual on our website. For more information and for help on changing our bank details for your BACS payments please contact our Credit Account Team on 0800 652 6060.

Alternatively, if you would like to pay by cheque please make them:
Payable to: UK Office Direct Limited
Send to: 48 Artillery Lane, London, E1 7LS

Please remember to include your account number as a reference to help process the payment swiftly.

For further information or if you have any questions, please contact us online or call our Customer Service Team on 0800 652 6060, Monday to Friday 9am – 5pm.

New Customer Registration

My Account is one of the ways we aim to make your online shopping experience with us as easy as possible. It is also a way of saving your details such as delivery addresses for future use.

Some of its features include:

  • Past purchases – view and repeat previous purchases for easy reordering
  • Account management – manage your account details, address book and email preferences
  • Saved Printers – save one or more printers to make ordering ink easier
  • Order tracking – track the delivery status of your orders
  • Invoice and payments – view and print your invoices and statements

All of these tools and functions are available 24/7 at your convenience.

Login now if you are an existing customer or if you are a new customer that would like to register.

To register, simply click on the Login / Register link that appears at the very top of the page.

Alternatively, if you are purchasing an item today you can also register as a customer in the checkout process.

We take your concerns about your personal information very seriously. When you register for an account you will be able to choose your own password so that no one else is able to see your details. We also abide by the UK and EU Rules on Data Protection and will not sell, trade or rent your information to a third party.

View our Privacy Policy for further information.

Changing Existing Details

If you have forgotten your password, go to the Password Reminder page to have it reset. You will need to enter the email address you used to initially register as a customer. An email will then be sent to that address to confirm the request to change your password.

If you are unable to remember your email address you used to register, please call our Customer Service Team on 0800 652 6060. Our phone lines are open Monday to Friday, 9am – 5pm. If you’d prefer, you can also contact us online at any time.

It’s easy to edit account information. Firstly, login to My Account where all of your information is stored then click on the "Manage My Account" button. From this page you will be able to edit the following account information:

  • Login Details – you can manage your login and billing account name, email and passwords.
  • Company Information – you can manage key business information and details.
  • Communication Preferences – you can set and manage your communication preferences.
  • Manage Credit Card Details – editable if you have saved your card details previously.
  • Manage Address Book – you can manage multiple delivery addresses.

Yes. Simply log into your My Account where your previous purchases will be listed.

Using E-coupons

If you would like to claim a special offer or discount that was sent from us via email or viewed on our website, just click on the banner or link. You will be automatically taken to an e-coupon page and the offer will be automatically applied to your basket.

If you have received a promotional code from an affiliate supplier or website, to claim the offer you need to go to the My Basket page and enter the promotional code in the "Coupon Code" box and then click apply. Any applicable discount will then be applied to the items in your shopping basket.

After you have confirmed and placed your order, we are unable to apply an e-coupon or promotional code post–sale.

Please note that Terms & Conditions apply.

You can only claim one E-coupon or promotional code per order.

If the e-coupon or promotional code is not working, please check some of our suggested solutions:

  • You will need to log into your UK Office Direct account or register as a new customer before you place an order using your e-coupon or promotional code. Register or login now.
  • The offer may not apply to your account. Sometimes we give either new or existing customers different special offers.
  • The promotional code you have entered may have expired. Please refer to the offer’s terms and conditions for more details.
  • You may not have reached the minimum purchase requirement to apply the special offer to your order. The offer applies to your subtotal before VAT and any delivery charges.
  • Some items may not be part of the offer i.e. office machines. Please refer to our Terms & Conditions for more details.

If you still are unable to use your promotional code please contact us online or call our Customer Service Team on 0800 652 6060, Monday to Friday 9am – 5pm.

Returns Policy

We will refund an item or order if you are not completely satisfied with it provided it is returned to us in its original, unopened packaging with all the accessories and instructions.

To return an item, you will need to contact us within 14 days of receiving the item. If you contact us more than 14 days after delivery, we may be able to accept the goods back, but not at full credit value.

Due to health and safety reasons we are unable to offer refunds on food or drink items including biscuits, coffee and water.

Unfortunately we are unable to offer exchanges for items. If you would like to exchange your item for an alternative, we suggest you return the unwanted goods to us for processing and place a new order.

To return an item or arrange a collection and reorder, you will need to contact us within 14 days of receiving the item. Some computing or technology items need to be returned sooner – please check with our Customer Service Team if this applies.

You can contact our Customer Service Team on 0800 652 6060, Monday to Friday, 9am – 5pm.

Alternatively you can start this process online. Simply login, go to the Contact Us page, choose the relevant order number and let us know which item you would like to return.

If you contact us more than 14 days after delivery, we may be able to accept the goods back, but not at full credit value.

Returning Your Purchase

To return an item or arrange a collection and reorder, you will need to contact us within 14 days of receiving the item. Some computing or technology items need to be returned sooner – please check with our Customer Service Team if this applies.

You can contact our Customer Service Team on 0800 652 6060, Monday to Friday, 9am – 5pm.

Alternatively you can start this process online. Simply login, go to the Contact Us page, choose the relevant order number and let us know which item you would like to return.

If you contact us more than 14 days after delivery, we may be able to accept the goods back, but not at full credit value.

After you have contacted us, we will email you a returns number and arrange for a free collection. Items that need to be reordered will be processed by our team at the same time and your replacement goods will be shipped out to you.

When the courier comes to collect the item, you will need to let them know the returns number you received from our Customer Service Team.

Please do not write or tape the returns number onto the item that is being returned, simply write the number on a sticky note and attach it to the box or packaging.

Unfortunately we are unable to offer exchanges for products. If you would like to exchange your item for an alternative, we suggest you return the unwanted goods to us for processing and place a new order.

If you believe there is an item missing from your order, please check your order confirmation and dispatch emails to make sure all of your items were due to arrive in the same delivery.

If all of your items are available for next day delivery, they should be delivered at the same time. If your items are a mix of next day delivery and 3-5 business day delivery, they will be sent to you on different days depending on stock availability.

If you are unable to find the missing item, you will need to contact us within three 3 days of receiving your order. You can contact us online or call 0800 652 6060, Monday to Friday 9am – 5pm.

If you contact us more than 3 days after delivery, we may be able to assist with your missing item query.

If you have already contacted our Customer Service Team and received a returns number, our couriers will contact you within three business days to collect the goods which are to be returned.

When the courier comes to collect the item, you will need to let them know the returns number you received from our Customer Service Team.  Collections will only be attempted twice, after the second time we are unable to issue a refund.

Please do not write or tape the returns number onto the item that is being returned, simply write the number on a sticky note and attach it to the box or packaging.

If your item has not been collected within 5 business days of the courier contacting you, please contact us.

Our couriers are unable to deliver and collect items at the same time because we will sometimes use different couriers to deliver different items.

If you have confirmed and paid for an order, unfortunately you will be unable to edit or cancel it. For further information, you can contact us online or call 0800 652 6060, Monday to Friday 9am – 5pm.

Receiving a Refund

After your goods have been collected and they have been returned to our warehouse for inspection, your refund will be issued back to your original method of payment within 14 days of originally notifying us.

You will then be refunded with the full price you paid for the product.

We can offer you a refund of what you paid for your item, but are unable to refund the original delivery charge of returned product.