FAQs: Catalogue
FAQs: Catalogue
How do I return an item?
Please visit our page for full details.
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 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 support@espo.org, or complete our 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 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 Customer Services team who will be happy to help you with your enquiry.
Please email catalogue@espo.org or call 0116 265 7901.
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 0116 265 7915 between the hours of 9.30 - 15.30, Monday to Friday. 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 remittances@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 0116 265 7915 between the hours of 9.30 - 15.30, Monday to Friday and have your ESPO account number and/or invoice number available.
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.
