FAQs: Catalogue

FAQs: Catalogue

How do I return an item?

Stock items

Stock items are identified by their black numerical codes. If you would like to return a stock item, please contact our Customer Services team within 7 days of receiving your goods. The best way to do this is by completing our online Request a return form. If you need to speak to one of the team please call 0116 265 7901 or email returns@espo.org.

Direct Delivery items

Direct Delivery items are identified by their blue codes beginning with A, N or X. If you would like to return a Direct Delivery item, please contact our Directs team within 48 hours of receiving your goods. The best way to do this is by completing our online Request a return form. If you need to speak to one of the team please call 0116 265 7901 or email returns@espo.org.

Please be aware that Direct Delivery items are mainly manufactured to customers' individual requirements, and are therefore generally non-returnable (where supplied as ordered). If it is necessary to return anything, please contact our Direct Delivery team as soon as you receive the delivery or at the latest within 48 hours. Please do not return items to a supplier without first speaking to the Direct Delivery team.

If you require collection of a Direct Delivery item, please be aware that the supplier will only be able to collect this from the nearest under cover area. If the supplier is unable to make a successful collection on the first attempt, the second visit will be chargeable.

Those suppliers who do agree to collect/remove goods that have been correctly supplied will make a charge for carriage and re-stocking. The charge may represent a percentage of the value of your order. Any goods to be returned must be in their original delivered condition and original packaging.

What delivery options are available?

Stock items

From our 120,000 square foot warehouse we stock up to 10,000 products and deliver them to our customers using our own dedicated fleet. Stock items are identified by their black numerical codes. For these items we offer the following delivery service:

  • Free UK mainland delivery on orders of £15 or over.
  • Please note that stock orders under £15 will carry a service charge of £5.95. This charge applies to each individual order or transaction; several separate orders for under £15 (exc. VAT) sent together will not prevent multiple service charges being applied and so we would recommend consolidating your order wherever possible.
  • Standard deliveries will arrive within a week of placing your order.
  • Deliveries will be made between the hours of 8am and 6pm.
  • A next day delivery service is available from just £6, up to a maximum weight of 25kg. Incremental charges will apply to orders weighing more than 25kg.
Weight Cost
0 - 25 kg £6
26 - 30 kg £10
31 - 40 kg £13
41 - 50 kg £15
51 - 60 kg £18
61 - 80 kg £23
81 - 100 kg £29
101 - 130 kg £37
131 - 160 kg £45
161 - 200 kg £56
201 - 300 kg £70
301 - 500 kg £83
501 - 1000 kg £108

 

  • To support our delivery network, deliveries may also be made through one of our partners which include FedEx and Pallex.

For more information about stock deliveries, please contact our Customer Services team.

Direct Delivery items

To complement our stock range we also offer an additional 15,000 products that come direct from our suppliers. Direct Delivery items are identified by their blue codes beginning with A, N or X.

These items come with their own individual lead times and return conditions. Lead times for Direct Delivery items are shown throughout the ESPO catalogue and website and they will be delivered to the nearest undercover location. If you would like more information, please contact our Direct Delivery team on 0116 265 7901 or email directs@espo.org.

What should I do if I have an issue with my order?

We sincerely hope that your order arrives just as you would like it, however if you do experience any of the issues stated below, we will do our best to resolve this for you as quickly as possible:

  • My item arrived damaged
  • My delivery had missing items
  • The incorrect Item was delivered
  • I haven’t received my order

Simply contact our Customer Service team on 0116 265 7901, email c.services@espo.org, or complete our Get help form.

If the item is a Direct Delivery item (blue codes beginning with A, X or N) please email directs@espo.org to speak to one of our Direct Delivery team.

How do I contact ESPO?

Our dedicated staff are on hand to help with all your enquires. Please visit our Contact us page to find the contact details for the team that best meets your needs.

Where can I find more information about a product?

We have thousands of products included within our catalogue. If you would like further information about any of the products listed in our catalogue or on our website, please contact our Catalogue team who will be happy to help you with your enquiry.

Please email catalogue@espo.org or call 0116 265 7901 and select the option for product enquiries.

What are ESPO’s opening hours?

We’re open from 08:00 – 16:30, Monday to Friday.

Please note that our offices are closed on English bank holidays and in the period between Christmas and New Year.

Can I pay for my ESPO order by card?

We are happy to take payment by card and you can do this over the phone by calling any one of the following numbers between the hours of 9.30 - 15.30, Monday to Friday:

  • 07554 438872
  • 07747 244801
  • 07554 459678

Please have your ESPO account number and/or invoice number available.

How can I pay my invoice?

There are a number of options that you can choose to pay your ESPO invoice including BACS, cheque, card or Direct Debit.

BACS

Please make payment using the bank details shown at the bottom of your invoice (sort code 606006, account number 14169258) and send remittance advice to c.control@espo.org.

Cheque

Please make the cheque payable to ESPO, attach remittance advice, and send it to the address at the bottom of your invoice.

Card

Please call any one of the following numbers between the hours of 9.30 - 15.30, Monday to Friday and have your ESPO account number and/or invoice number available:

  • 07554 438872
  • 07747 244801
  • 07554 459678

Direct Debit

Please contact Gurjit Kenyon at g.kenyon@espo.org to arrange for a mandate and Direct Debit to be set up.

The invoice I received is incorrect, what should I do?

If the goods are a stock item (black numerical codes), please contact our Customer Service team on 0116 265 7901 and have your account number and invoice number available.

If the goods are a Direct Delivery item (blue codes beginning with A, X or N) please email incomeenquiries@espo.org or phone 0116 294 4047 between 8:30 and 16.30. Please note that any invoice queries need to be raised within 14 days of the invoice date.

I’m a supplier, who do I contact about payment queries?

If you have a query regarding the payment of an invoice please email our Accounts Payable team on acc.payable@espo.org.

Please send all supplier invoices or statements to printableinvoices@espo.org. These should be supplied in PDF format.

Can I pay by purchasing card?

Yes you can. Please download the form below, complete it and return to registration@espo.org. Our Registration team will be able to set up the card purchasing account for you.