Coronavirus, COVID-19 FAQ’s

Customer queries answered

Let us know when you're available for summer school holiday orders.
 
Placing an order

What’s the best way to place on order?

The most efficient way to order products from YPO is via our website.

Order online

https://www.ypo.co.uk/

To set up an online account please visit our registration hub or contact [email protected]

Order by phone

01924 834 834 (select option 4)

Order by email

[email protected]

Do you integrate with school purchasing systems?

Yes, we do. You can send your orders directly through Capita SIMS FMS.

Take a look at our website for more information on Capita SIMS FMS.

How can I make sure I get my order on time?

Please place your orders early, where possible, as our lead times our longer than usual due to the social distancing measures we have put in place in our warehouse. Unfortunately, we are unable to offer our next day delivery service at this time.

Product availability

Are you providing your full range of products to all customers now?

We have made the decision to reopen our full range of products to be ordered as normal for all customers, including private organisations and individuals.

We are, however, only providing our 'Coronavirus' filtered products, such as PPE, to the public sector, care providers and all educational settings, private customers will not be able to purchase these items, unless of course, you are a care provider, nursery or other education provider.

If you are an educational provider or care provider and are experiencing problems ordering certain products from our website, please get in touch [email protected]

Are ‘direct from supplier’ products available?

This is dependent on the supplier i.e. whether they are trading and their current lead times. Due to current circumstances please email our Directs team for confirmation on lead times. [email protected]

Are all furniture items available?

Most of our furniture items are available, however many products will have longer lead times as usual If you have any specific furniture enquiries please contact [email protected]

How can I find out about stock availability?

You will be notified if an item is out of stock at the point of ordering if you order over the phone.

Unfortunately, you will be unable to see the stock availability of products ordered by other methods. You will be advised of ‘out of stock’ items that are to follow at point of delivery. 

 You can also email [email protected] or telephone 01924 834834 to check stock availability.


Why are some of your products out of stock?

Some of our products, particularly items of PPE, are currently in high demand so may be out of stock at time of purchase. We are constantly reviewing our stock levels and are doing everything we can to keep our supply chain moving.

Delivery Information

Can you still deliver my order? How long will it take?

Yes, we can deliver your order, however at this time our next day delivery service is unavailable.

We have had to make changes to how we are operating to protect our staff and ensure they can continue to work safely. We are practising social distancing throughout our office and warehouse so your orders may take a little longer to get to you. Please bear with us.

Please allow up to 4-6 working days for delivery. This is dependent on the volume of orders we are receiving. Our delivery time may change, but we will update you accordingly.

Can you do next day delivery?

No. Unfortunately, our next day delivery service is currently unavailable until we are confident that we can deliver on time.

What are the lead times on products that come direct from a supplier?

This is dependent on the supplier i.e. whether they are trading and their current lead times. Due to current circumstances please email our ‘Directs team’ for confirmation on lead times. [email protected]

What if I need to get an item urgently?

We have had to make changes to how we are operating to protect our staff and ensure they can continue to work safely. We are practising social distancing throughout our office and warehouse so your orders may take a little longer to get to you. Please bear with us.

Please allow up to 4-6 working days for delivery. This is dependent on the volume of orders we are receiving. Our delivery time may change, but we will update you accordingly.

 

How are you making deliveries safer? Are they going to be contactless?

As the safety of our customers and staff is paramount, we have introduced contact-free delivery. We are following government guidelines and limiting contact when delivering orders to help keep everyone safe and healthy.

We’re working with our own YPO fleet and third-party logistic partners, asking them to take direction from you as a customer as to where they should leave your delivery in a location outside of your building. We will also verbally request your customer details to self-populate the signature sheet.

Can you deliver my order during school holidays?

Yes, we can. Please fill in the holiday deliveries form on our website to let us know when you're able to accept deliveries during the school holidays.

Alternatively, you can email us to confirm your availability to accept deliveries during school holidays at [email protected]

Order Queries

I haven’t received my order, what should I do?

As our delivery times are longer than usual, we ask that you allow for 4-6 working days. If you still have not received your order, please email [email protected] or telephone 01924 834834 with your customer ID and order number and someone will get back to you.

There are items missing from my order, what should I do?

If an item is missing and you have not been advised that it is to follow, please fill in our missings formemail [email protected] or telephone 01924 834834


Collections

Are you offering customer collections?

Unfortunately, we are not able to offer or arrange collections at this time, however this is currently being reviewed and we will update you if this changes.


Campaign information

When will the Budget Stretcher campaign end?

We’re pleased to say our budget stretcher promotion has been extended to the 30 September 2020.

Please note that our catalogues state the end date as ‘5 June’ on the cover. These were printed prior to the extension. 

Will I still receive a hard copy Budget Stretcher catalogue?

Yes. Copies have been sent out to all schools on our database. If you haven’t received this you can view the digital Budget Stretcher catalogue.

Do Budget Stretcher prices automatically show on my order?

All our Budget Stretcher items are marked down with the promotional price. Please navigate to the Budget Stretcher area on our website to guarantee the discounted price.

Can I still use my loyalty voucher?

Yes. Existing loyalty vouchers have now been extended until the 30 September 2020. You will be able to add this against your order at checkout.

Customer service 

To keep our teams safe, we're currently operating on limited staffing levels and many of our staff are working from home.

What is the best way to contact you?

We're currently operating on limited staffing levels, so are unable to answer calls as we usually do. Therefore, if you have any queries please email [email protected] or telephone 01924 834834 and hold on the line until we are able to answer.

Why am I not receiving a response to my email?

We’re operating on limited staffing levels and therefore you may receive a delay in response times, we are constantly working to improve this and will get back to you as soon as we can. If your query is urgent, please call 01924 834 834 and hold the line until we are able to answer.

How can I get help?

The best way is to email us on [email protected] or telephone 01924 834834 we will get back to you as soon as we can.

You can also use our online chat service at
www.ypo.co.uk

How can I make a payment?

If you are looking to pay, can we request that you please pay by BACS or card instead of paying by cheque at this time. If you are a supplier, please email all invoices to [email protected]  If you have any queries, please email [email protected]

You can sign up for electronic invoicing by emailing [email protected]

 

COVID-19 related queries

Can you provide me with essential PPE, cleaning, and other related items?

Yes, we can. However, please be aware that some of our products, particularly items of PPE, are currently in high demand so may be out of stock at time of purchase. We are constantly reviewing our stock levels and are doing everything we can to keep our supply chain moving.

If you have an enquiry about Covid-19 related products or services please contact [email protected]

Do you foresee Coronavirus having any impact on your current employee structure?  

We are currently assessing the potential business impact that the global Coronavirus, COVID-19 could have on YPO. The health, wellbeing, and safety of our employees is paramount, and we have been preparing and acting as necessary. We will continue to monitor the situation closely to minimise the potential risks this may have for our employees.

What scenario planning/contingency arrangements have been prepared to respond to the risks of Coronavirus.

With the situation of the Coronavirus evolving, we can confirm that we are continually reviewing the situation around Coronavirus in line with national guidelines. We have been planning for a number of scenarios and we will, of course, update our customers as soon as there are any changes that impact on YPO.

 

How are you working with the government and the supply chain?

Our category teams are working round the clock with suppliers to secure products. Paul Smith, Deputy Managing Director is in constant contact with the Cabinet Office, the Ministry of Housing, Communities and Local Government and the Local Government Association to represent the sector and escalate concerns.

 

Procurement/Framework Information

Are your procurement team still working?

Yes. Our team are working remotely and following government guidelines, in terms of social distancing, business travel and meetings. Whilst this means, some changes to the norm, our team is fully accessible, in position and ready to help and support.

Do you have frameworks that are particular useful during the pandemic?

Yes, we have identified some of our frameworks that may be beneficial to you;

Can I contact you?

Of course. Please continue to communicate with us as you usually would, our team are all on hand to support you. You can also contact [email protected] for general, non-category specific, queries.

Are there any other ways you can support during COVID-19?

We have setup a LinkedIn group: YPO Public Sector COVID-19 Procurement Support to provide regular updates on our procurement services specifically related to the pandemic.

 

If your question has not been answered here, please either use our web chat or email [email protected].