Help Centre
Welcome to the ESPO Help Centre, the home to all of our frequently asked questions and lots of handy information about our services. Get the answers you need in just a few clicks below, or view our video guides.
What to know more about ESPO, our values and what we do? Check out our About us section. Can’t find what you need? You can get in touch with our friendly team here.
The home to all of our frequently asked questions and lots of handy information about our services; get the answers you need in just a few clicks. What to know more about ESPO, our values and what we do? Check out our About us section. Can’t find what you need? You can get in touch with our friendly team here.
About us
Who is ESPO?
We’re ESPO, a public sector owned professional buying organisation (PBO) with over 40 years experience supplying goods and services to public sector organisations across the UK. You can find out more about ESPO, our values and what we do in our About Us section.
Where is ESPO located?
Our head office and warehouse is centrally located in Leicester, just off Junction 21 of the M1. We also have a distribution centre in south Wales that enables us to offer and fast and efficient nationwide service.
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.
Is ESPO's range compliant?
Procure with confidence knowing that both the ESPO catalogue and our framework range complies with UK procurement regulations, offering an assured route to purchasing all your organisation’s needs.
Where can I find reviews of ESPO?
We use review platform Feefo for all of our customer reviews. You can find our latest reviews here.
How can I contact you?
Please visit our Contact us page to find the contact details for the team that best meets your needs.
Freedom of Information requests
The Freedom of Information (FOI) Act allows you to request almost any information held by us. Requests for information must be made in writing. To make a request, please email FOI@espo.org, incuding the following details.
Where can I find your Modern Slavery Statement?
You can find our Modern Slavery Statement here.
Do you have a GDPR compliance statement?
You can find our GDPR Compliance Statement here.
Where can I find your Supplier Code of Conduct?
You can find our Supplier Code of Conduct here.
New to ESPO?
Who is ESPO?
We’re ESPO, a public sector owned professional buying organisation (PBO) with over 40 years experience supplying goods and services to public sector organisations across the UK. You can find out more about ESPO, our values and what we do in our About Us section.
Am I able to use ESPO?
Not everyone is eligible to use ESPO directly but don’t worry, we offer a range of options depending on your organisation type.
How do I get an account?
To register for an account, head to our registration page and select the option that is most relevant for your needs.
How do I order a catalogue/more catalogues?
When you register for an ESPO account, you will be automatically sent a welcome pack including an ESPO catalogue.
Where do you deliver?
We deliver across the UK including Wales and Scotland. Please note, we only deliver to a registered business address.
Your account
Where can I find my ESPO account number?
New customers will be informed of their account number when their registration has been approved.
If you already have an account, you can find your account number on your My Account page when logged in to your web account or on any of your invoices...
Who is my Account Manager?
Our dedicated Sales team are on hand to support our customers across the UK with their procurement and product queries, account support and general enquiries. If you're not sure who your dedicated Account Manager is, please email ...
How do I make changes to my account?
If you would like to make any changes to your account, please speak to our Customer Service team.
Where can I find my invoices and previous orders?
You can find all your invoices and previous orders in the My Account section of the website.
Website & technical
Why should I use a web account?
Placing your orders online is the easiest and quickest way to access our great range of products. What’s more, it also gives you up to date prices, promotions, new products and special offers.
Should I sign up for a web account if I don’t want to place orders online?
Yes! You can do much more than simply place orders when you sign up for an account for ESPO. If you purchase our catalogue products via email or your finance system, you can use your log in to view your credit limits, your previous orders and invoices...
What’s the difference between an organisation admin account and an organisation user account?
Every organisation has an admin account, by default it’s the first person to register; however if you aren’t sure who this is within your organisation or you’d like it to change, please complete our ...
Where can I find my invoices and previous orders?
You can find all your invoices and previous orders in the My Account section of the website.
What happens if I share my wishlist?
Create your wish list of products and share this with a colleague - from here they can easily add these items to their basket and place an order.
Can I see my previous invoices?
Yes! All of your invoices, even for orders you have placed offline can be viewed in the My Account area of the website.
Do you have an accessibility statement for your website?
Yes, this details how our website meets the current public sector accessibility regulations and can be found here.
Catalogue products and ordering
How can I place an order through ESPO?
To place an order, you will need to be a registered customer: head to our registration page to get started.
Where can I find more information about a product?
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.
What are direct delivery items?
We offer a wide range of products that are delivered directly from our suppliers and can be identified by their blue codes beginning with A, N or X; these are called direct delivery items.
How do I order direct delivery items?
Many items are bespoke and made to order, particularly furniture orders. See our handy video that tells you everything you need to know about ordering.
Deliveries and returns
What delivery options are available?
We offer both standard and next day delivery on all stock orders. Stock products can be identified by their black numerical codes.
Direct products can be identified by their blue codes, starting with A, X or N. These products are delivered straight...
What are the charges for delivery?
We offer free UK mainland delivery on all stock orders over £15.00 and next day delivery from £6.00.
How do I find my delivery days?
When placing your order online, your delivery days will be available in the calendar. Get in touch with our Customer Services team if you are unsure and do not have access to a web account.
Why have I been charged for the delivery of my order?
We offer free UK mainland delivery on all stock orders of £15 or over. Stock orders under £15 (excl VAT) will carry a service charge of £5.95. This charge applies to each individual order or transaction, so we recommend consolidating your orders where...
When can I expect my order?
Delivery of stock items (numerical codes only) is normally within 5 days. You can find your exact delivery day on your order acknowledgement.
How do I sign up to order acknowledgements?
To sign up to order acknowledgements, please email support@espo.org.
Direct items (beginning with A, X or N) are delivered direct from our supplier, the leads times are listed on our website against...
There are items missing from my order, what do I do?
Sometimes, items are unavailable for despatch with the rest of your order. Your delivery note will confirm why an item hasn’t been delivered and if it will be despatched at a later date.
My item has been delivered damaged, what do I do?
Please contact our Customer Services team on 0116 265 7901 or email support@espo.org, providing us with your account number, order number and the product codes. Where possible please provide photos.&...
What is your returns policy?
Returns or order shortages should be reported to us within 5 working days.
How do I return a stock item?
You can return your order or request a replacement through our online returns form.
Frameworks
What is a framework?
A framework is an agreement between your public sector organisation, ESPO and external suppliers that can be used to procure goods and services.
How do I access ESPO frameworks?
What is an Access & Confidentiality Agreement?
An Access & Confidentiality Agreement allows customers to view our official framework documentation. By completing the form, customers are making ESPO aware of their intent to potentially use the framework and therefore allows us to identify the ...
Why can ESPO create frameworks?
Both the Procurement Act 2023 and the Public Contracts Regulations 2015 permit contracting authorities, such as ESPO, to establish frameworks in order to set the terms for any contracts that might be agreed going forward.
Contracting authorities...
Why use ESPO?
Frameworks are an effective way for public sector organisations to buy goods and services, whether on a periodic or regular basis. They can considerably reduce the amount of time it takes to run a procurement exercise, while also ensuring that you stay...
What are the procurement routes for ESPO frameworks?
Through our frameworks, you can award a contract in two ways: by awarding with or without further competition. Some frameworks provide both options, whereas others are exclusive to one.
How long can I call off a contract for?
The length of call-offs under framework agreements are not specifically limited by the Procurement Act 2023 or the Public Contract Regulations 2015, however it should be appropriate to the purchases in question and should reflect value for money considerations.
How long does it take to run a further competition/competitive selection process?
There are no set time periods in the Procurement Act 2023 or Public Contract Regulations 2015 that you need to comply with, but you should allow suppliers a reasonable amount of time to prepare and submit their bids.
Can I run further competitions/competitive selection processes electronically?
Yes, you may run the competition electronically by email or within your eProcurement system.
Can I use my current supplier through an ESPO framework when using further competition/competitive selection process?
When running a competition under a framework, only suppliers awarded within the specific framework lot(s) can be invited to submit a tender. It is worth checking whether your current supplier is listed before you start the process, as they can’t be added...
eProcurement and payment options
How do I make a payment?
There are a range of ways to pay for your order, including BACS, card, direct debit and purchasing cards.
The invoice I received is incorrect, what should I do?
If you believe your invoice is incorrect, please action the following:
Stock items (black numerical codes)
Contact our Customer Services team on 0116 265 7901 with your account number and invoice number. Direct delivery item (blue codes...
Contact our Customer Services team on 0116 265 7901 with your account number and invoice number. Direct delivery item (blue codes...
Do I have to pay VAT on my orders?
Yes, VAT is not included in the catalogue and web pricing and will be added to your order at check out.
Can I place orders directly from my finance system?
Yes! Once you’ve registered for an account you can view our entire e-procurement offering from your account section and select the best options for your organisation’s setup. (Please note that our catalogue data files are only available to download for...
Can I place orders using SIMS FMS?
Yes! Our website allows you to build your basket, with access to our current prices, new products and special offers, and then transfer to SIMS FMS for approval.
What is Punchout?
Punchout is a way of connecting your e-procurement or finance system to ours. This allows you to efficiently place orders and receive invoices. We can connect to a wide range of procurement and finance systems using our technology, our specialist e-business...
Can I place orders using IRIS Financials?
Yes, we offer a full punchout integration with IRIS Financials. Click here for full details.
SIMS Quick Link
What is SIMS FMS Quick Link?
SIMS FMS Quick Link is an integration method that allows you to create orders on the website as normal, and then transfer your order directly into SIMS FMS, where you can put the order through your own authorisation process, before placing it with ESPO...
How do I set up SIMS FMS Quick Link?
The first step is to request to change the ordering method on your account. Once our team have completed this, there are some setup steps that you will need to complete in SIMS FMS itself. A full how-to guide document can be downloaded from ...
Is there any cost to using SIMS FMS Quick Link?
No, there is no cost to use this function if you are an existing SIMS FMS software user.
How do I add my own order reference or purchase order number with my order?
This can be added at the checkout section of the website (before you transfer your order to SIMS) in the field Customer Order Reference. Please note that this number may not show in SIMS FMS, but will be sent to ESPO after your order is authorised.
Will I still see my usual pricing?
If you normally see non-standard pricing on the website, for example if you are part of the Multi-Academy Trust package, these prices will be reflected on the website and in SIMS FMS.
Please note that when you view your order in SIMS you will just...
Please note that when you view your order in SIMS you will just...
Can I add a discount code to my order?
If you have a discount code this can be added at the checkout on the website before your order is transferred to SIMS FMS.
Please note that when you view your order in SIMS FMS you will just see the final price, not the ‘before’ price or a discount ...
Can I add special instructions to my order?
Special instructions can be added either at the checkout section of the website, or within SIMS FMS itself.
We recommend adding special instructions at the website checkout where possible, as that will allow you to choose a ‘special instructions reason...
Can I change my order in SIMS FMS?
Once your order has been transferred from our website to SIMS FMS, you can change the quantity of product lines, or delete product lines. You are not able to add additional products.
How do I choose my delivery method or delivery date?
You can choose your delivery method (standard or next day) and delivery date at the checkout section of our website, before you transfer your order to SIMS FMS.
Are there any specific terms and conditions for this service?
Full terms and conditions can be found here.
FAQs
About us
Who is ESPO?
We’re ESPO, a public sector owned professional buying organisation (PBO) with over 40 years experience supplying goods and services to public sector organisations across the UK. You can find out more about ESPO, our values and what we do in our About Us section.
Where is ESPO located?
Our head office and warehouse is centrally located in Leicester, just off Junction 21 of the M1. We also have a distribution centre in south Wales that enables us to offer and fast and efficient nationwide service.
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.
Is ESPO's range compliant?
Procure with confidence knowing that both the ESPO catalogue and our framework range complies with UK procurement regulations, offering an assured route to purchasing all your organisation’s needs.
Where can I find reviews of ESPO?
We use review platform Feefo for all of our customer reviews. You can find our latest reviews here.
New to ESPO?
Who is ESPO?
We’re ESPO, a public sector owned professional buying organisation (PBO) with over 40 years experience supplying goods and services to public sector organisations across the UK. You can find out more about ESPO, our values and what we do in our About Us section.
Am I able to use ESPO?
Not everyone is eligible to use ESPO directly but don’t worry, we offer a range of options depending on your organisation type.
How do I get an account?
To register for an account, head to our registration page and select the option that is most relevant for your needs.
How do I order a catalogue/more catalogues?
When you register for an ESPO account, you will be automatically sent a welcome pack including an ESPO catalogue.
Where do you deliver?
We deliver across the UK including Wales and Scotland. Please note, we only deliver to a registered business address.
Your account
Where can I find my ESPO account number?
New customers will be informed of their account number when their registration has been approved.
If you already have an account, you can find your account number on your My Account page when logged in to your web account or on any of your invoices...
Who is my Account Manager?
Our dedicated Sales team are on hand to support our customers across the UK with their procurement and product queries, account support and general enquiries. If you're not sure who your dedicated Account Manager is, please email ...
How do I make changes to my account?
If you would like to make any changes to your account, please speak to our Customer Service team.
Where can I find my invoices and previous orders?
You can find all your invoices and previous orders in the My Account section of the website.
Website & technical
Why should I use a web account?
Placing your orders online is the easiest and quickest way to access our great range of products. What’s more, it also gives you up to date prices, promotions, new products and special offers.
Should I sign up for a web account if I don’t want to place orders online?
Yes! You can do much more than simply place orders when you sign up for an account for ESPO. If you purchase our catalogue products via email or your finance system, you can use your log in to view your credit limits, your previous orders and invoices...
What’s the difference between an organisation admin account and an organisation user account?
Every organisation has an admin account, by default it’s the first person to register; however if you aren’t sure who this is within your organisation or you’d like it to change, please complete our ...
Where can I find my invoices and previous orders?
You can find all your invoices and previous orders in the My Account section of the website.
What happens if I share my wishlist?
Create your wish list of products and share this with a colleague - from here they can easily add these items to their basket and place an order.
Catalogue products and ordering
How can I place an order through ESPO?
To place an order, you will need to be a registered customer: head to our registration page to get started.
Where can I find more information about a product?
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.
What are direct delivery items?
We offer a wide range of products that are delivered directly from our suppliers and can be identified by their blue codes beginning with A, N or X; these are called direct delivery items.
How do I order direct delivery items?
Many items are bespoke and made to order, particularly furniture orders. See our handy video that tells you everything you need to know about ordering.
Deliveries and returns
What delivery options are available?
We offer both standard and next day delivery on all stock orders. Stock products can be identified by their black numerical codes.
Direct products can be identified by their blue codes, starting with A, X or N. These products are delivered straight...
What are the charges for delivery?
We offer free UK mainland delivery on all stock orders over £15.00 and next day delivery from £6.00.
How do I find my delivery days?
When placing your order online, your delivery days will be available in the calendar. Get in touch with our Customer Services team if you are unsure and do not have access to a web account.
Why have I been charged for the delivery of my order?
We offer free UK mainland delivery on all stock orders of £15 or over. Stock orders under £15 (excl VAT) will carry a service charge of £5.95. This charge applies to each individual order or transaction, so we recommend consolidating your orders where...
When can I expect my order?
Delivery of stock items (numerical codes only) is normally within 5 days. You can find your exact delivery day on your order acknowledgement.
Frameworks
What is a framework?
A framework is an agreement between your public sector organisation, ESPO and external suppliers that can be used to procure goods and services.
How do I access ESPO frameworks?
What is an Access & Confidentiality Agreement?
An Access & Confidentiality Agreement allows customers to view our official framework documentation. By completing the form, customers are making ESPO aware of their intent to potentially use the framework and therefore allows us to identify the ...
Why can ESPO create frameworks?
Both the Procurement Act 2023 and the Public Contracts Regulations 2015 permit contracting authorities, such as ESPO, to establish frameworks in order to set the terms for any contracts that might be agreed going forward.
Contracting authorities...
Why use ESPO?
Frameworks are an effective way for public sector organisations to buy goods and services, whether on a periodic or regular basis. They can considerably reduce the amount of time it takes to run a procurement exercise, while also ensuring that you stay...
eProcurement and payment options
How do I make a payment?
There are a range of ways to pay for your order, including BACS, card, direct debit and purchasing cards.
The invoice I received is incorrect, what should I do?
If you believe your invoice is incorrect, please action the following:
Stock items (black numerical codes)
Contact our Customer Services team on 0116 265 7901 with your account number and invoice number. Direct delivery item (blue codes...
Contact our Customer Services team on 0116 265 7901 with your account number and invoice number. Direct delivery item (blue codes...
Do I have to pay VAT on my orders?
Yes, VAT is not included in the catalogue and web pricing and will be added to your order at check out.
Can I place orders directly from my finance system?
Yes! Once you’ve registered for an account you can view our entire e-procurement offering from your account section and select the best options for your organisation’s setup. (Please note that our catalogue data files are only available to download for...
Can I place orders using SIMS FMS?
Yes! Our website allows you to build your basket, with access to our current prices, new products and special offers, and then transfer to SIMS FMS for approval.
SIMS Quick Link
What is SIMS FMS Quick Link?
SIMS FMS Quick Link is an integration method that allows you to create orders on the website as normal, and then transfer your order directly into SIMS FMS, where you can put the order through your own authorisation process, before placing it with ESPO...
How do I set up SIMS FMS Quick Link?
The first step is to request to change the ordering method on your account. Once our team have completed this, there are some setup steps that you will need to complete in SIMS FMS itself. A full how-to guide document can be downloaded from ...
Is there any cost to using SIMS FMS Quick Link?
No, there is no cost to use this function if you are an existing SIMS FMS software user.
How do I add my own order reference or purchase order number with my order?
This can be added at the checkout section of the website (before you transfer your order to SIMS) in the field Customer Order Reference. Please note that this number may not show in SIMS FMS, but will be sent to ESPO after your order is authorised.
Will I still see my usual pricing?
If you normally see non-standard pricing on the website, for example if you are part of the Multi-Academy Trust package, these prices will be reflected on the website and in SIMS FMS.
Please note that when you view your order in SIMS you will just...
Please note that when you view your order in SIMS you will just...
Suppliers
Who can I contact about payment queries?
Please email our Accounts Payable team at acc.payable@espo.org. Send all supplier invoices or statements to printableinvoices@espo.org ...