FAQs
COVID-19 Frequently Asked Questions
Will I still receive my order?
Our supply chain is working extremely hard to try and get your orders to you. As a number of you have moved to home working, we have had to adapt our expectations on the couriers that we rely on to get your goods to you.
In some instances, goods that we have marked as next day will possibly be delivered within 48 hours. This is due to the extremely high volumes of goods being shipped by businesses through the UKs courier networks.
Where possible we will ensure that we provide you with online tracking, you can keep track of your delivery using our online tracking facility which can be accessed from the dispatch email we will send or through your online My Account section.Do I need to sign for my delivery?
Our couriers are now offering contactless No-touch No-sign Delivery, which allows you to get your packages with minimum contact. All drivers strictly adhere to the social distance advice and wash their hands frequently and thoroughly as well as use alcohol-based hand sanitisers.
Will anyone be around to answer my call?
Yes, there will. We are very focused on the health and safety of our teams, so everyone is now fully set-up and working from home. The transition so far has gone relatively smoothly, and we are well set up to service your ongoing needs with the same levels of dedication and security. As well as being able to call them, you can use our online query system the same way as you normally would.
What measures are you putting in place to ensure stock availability?
We are doing everything possible to avoid stock shortages and ensure healthy stock levels across the board. As expected, some products are in high demand at this point, but we are working with our extensive network of partners and suppliers to secure additional stock. To ensure the deliveries go out to you as quickly as possible, some products may be sold in generic or plain packaging as a short-term stop gap.
All of my team are now working from home, can they order to their home offices themselves?
Yes. If you run a business and need your team to order their office supplies individually whilst also keeping an eye on their spend, then you can use sub-account functionality. You can set up yourself as the main account owner, meaning all purchases will be visible to you, whilst each member of your team can be set-up as a 'cost-centre' with their individual delivery addresses. You can also set a maximum spend limit for each of your employees, helping you stay within your budgets. To get you up and running, please contact our team.
Can I control how much my team spends on office supplies?
Yes. By setting your team up as separate Cost Centres in your Account, you will be able to see what they are buying, create lists of products they can buy from without your approval and limit individual spend to help you stay in control. Please contact our team if you need help to set this up.
I'm a home worker, can I get my order delivered to my home office?
Yes. You can set up your home address as your main delivery address on your account. Alternatively the person who normally buys office supplies for you can add your home address to their account, as they are able to add multiple employees with individual delivery addresses to the main account and give you access so you can order the items you need yourself. Our team can help you setting this up.
How do I know my product is safe?
All our premises and warehouses where the products are being handled have significantly increased the number of cleaning hours and introduced additional sanitisation procedures to minimise any risks. All our team members handling the products have access to alcohol-based hand sanitisers and door handles and surfaces are being regularly cleaned in the warehouses as a proactive preventative measure.
Can I pay for my order by credit/debit card or PayPal?
If you have a credit account, you will receive a statement at the end of the month as per usual. If you don't have a credit account, you can pay by credit card or Pay Pal at check-out.
Can I still get furniture installation services?
Unfortunately, as the COVID-19 crisis continues, we have had to temporarily suspend out furniture installation services to keep our teams and our customers safe and follow the Government guidelines.
Can I still pay by cheque?
To help us keep our teams safe during the pandemic we strongly encourage you to pay by BACS or card payment instead of cheques if possible. BACS payments are simpler, safer, faster and can free up time to focus on your business during these unprecedented times. Please contact our customer service team who will be able to help process your payment.
Who are Ideal Office Supplies Ltd?
At Ideal our aim is to provide a simple online shopping experience for customers buying office supplies. Ideal is part of one of the biggest online office suppliers in the UK which means we can use our technology and our buying power to pass on significant customer savings.
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 £4.95.
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.
Unfortunately we are unable to deliver to PO Box addresses. All deliveries require a signature to ensure that order arrives safely and is received by the correct customer.
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 6:00pm. 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
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 in My Account.
When your order is dispatched from our warehouse, you will automatically be sent an email that includes the courier name, a tracking number and a link to the courier’s tracking service.
Alternatively, you can log into My Account , where all of your orders will be displayed in the My Orders section. Click on the ‘track’ link next to the order that you’d like to view the tracking information for 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 My Account, go to My Orders and select the ‘track’ link next to the order that you would like to view. It will 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.
If you need further assistance, please contact us online or call 0844 238 0008, Monday to Friday, 9:00am to 5:00pm.
If you are a new customer, you can add your delivery address when you place an order during checkout. This address will be saved for future use in My Account Details. 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 My Account Details 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 some 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.
After you provide these details they will be stored for quick and easy future shopping in My Account.
My Account is available to all Ideal Office Supplies customers. In this section you can track orders, start refunds online and keep track of customer service queries.
To register, click on Login/Register in the header. 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 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 for Ideal Office Supplies business credit accounts.
It will take just a few minutes to complete the application for an Ideal Office business account, 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.
For existing business customers, you can apply for an account when you are paying for an order during checkout start an application now.
Our website uses a Norton Secured payment system powered by GoDaddy 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 0844 238 0008, Monday to Friday, 9:00am to 5:00pm.
VAT Invoices
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 be sent a VAT invoice via email for the goods purchased
- You can also view the invoice receipts when you login to My Account.
In My Account, all of your invoices can be viewed under the My Orders heading. Simply click on the Invoices tab and it will show you the date of purchase, invoice, order number and total cost. In this section you can also export or print your invoices.
Credit Account Balance
Ideal Office Supplies uses the systems and services of Office Power Ltd (company number 8068760) which also supplies the goods on our behalf.
You can choose to pay by BACS or cheque. When making a payment, please use your account number as the payment reference.
BACS Payment Details
Account Name: Office Power Ltd t/a Ideal Office Supplies
Account: 13154319
Sort Code: 30-65-41
Cheque Payment Details
Please make cheques payable to: Office Power Ltd t/a Ideal Office Supplies
Send to:
Office Power Ltd
Dome House
48 Artillery Lane
London, E1 7LS
For further information, please contact us online or call 0844 238 0008, Monday to Friday, 9:00am to 5:00pm.
New Customer Registration
My Account gives you everything you need to manage your Ideal Office Supplies account online.
Features include:
- Past purchases - search for and re-order past purchased items by date and order number.
- 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 online at any time.
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 Sign in | Register link that appears at the very top of the page.
Alternatively, if you are placing an order today you can also register as a customer during 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, hover over Login / Register in the header and click on ‘Forgot Password’. 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 contact us online, or call 0844 238 0008, Monday to Friday, 9:00am – 5:00pm.
Firstly, login to My Account then click on ’My Account Details’. From this page you will be able to edit the following account information:
- Login Details - including login and billing account name, email and passwords.
- Company Details - including key business information and details.
- Communication Preferences - set and manage your preferences.
- Manage Saved Card Details - edit your card details if you have saved your card details previously.
- Manage Addresses - add or delete multiple delivery addresses.
Yes, you can. Simply login and go to the My Favourites and Past Purchases section in My Account.
Using E-coupons
If you would like to claim a special offer or discount, all you need to do is click on the banner or text link. You will be automatically taken to an E-coupon page where you will see the terms of the offer e.g. Buy 2 get 1 free. Add the relevant items to your basket and the offer will be applied. After you have confirmed and placed your order, we are unable to apply an E-coupon.
Please note that Terms and Conditions apply.
Please note that you can claim just one E-coupon per order.
If the E-coupon is not working, please check some of our suggested solutions:
Some items may not be included in the offer. Please refer to our Terms and Conditions for more details.
If you need assistance at any time, you can contact us online or call 0844 238 0008, Monday to Friday, 9:00am to 5:00pm.
- You will need to log into your Ideal Office Supplies account or register as a new customer before you place an order using an E-coupon. Register or Login now.
- The offer may not apply to your account. Sometimes we give either new or existing customers different special offers.
- The E-coupon you entered may have expired. Please check the offer’s Terms and Conditions for more details.
- You may not have reached the minimum purchase requirement to use the E-coupon so it may not show on your order. The offer applies to your subtotal before VAT and any delivery charges.
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, chocolates, 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 start the returns process online, login and go to My Account / My Queries / Create a New Query, choose the relevant order and item (if item-specific), provide some details and press the ‘send’ button.
Alternatively, you can call our customer service team on 0844 238 0008, Monday to Friday, 9:00am to 5:00pm to start the returns process.
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, so please check with our Customer Service Team if this applies to you.
You can contact our Customer Service Team on 0844 238 0008, our phone lines are open between 9am to 5pm, Monday to Friday.
To start the returns process online, login and go to My Account / My Queries / Create a New Query, choose the relevant order and item (if item-specific), provide some details and press the ‘send’ button.
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 days 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 0844 238 0008, Monday to Friday, 9:00am to 5:00pm.
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 0844 238 0008, Monday to Friday, 9:00am to 5:00pm.
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 the returned product.