Coronavirus, COVID-19 FAQ’s
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Customer queries answered

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 email

[email protected]

Scottish local authority schools and nurseries - The most efficient way to order products from YPO is via your local authority procurement system.  If you have any problems placing an order please contact [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.

 

Introducing delivery charge 

Why are you introducing a delivery charge now?

We’re having to introduce these charges due to the challenging market conditions we’re finding ourselves in with rising inflation and supply chain issues. Adding a baseline delivery charge on some of our orders will help to cover our operational costs.

It will also help us manage our impact on the environment, something which is important to us and our customers. By introducing a delivery charge on smaller orders, we’re hoping to reduce the number of small deliveries we’re making to our customers - reducing our fuel consumption and our carbon footprint.

When will the delivery charge come into effect?

12 January 2022.

What is the delivery charge and who will it apply to?

The delivery charge is £4.95 and will apply to any orders under £25 for our education and public sector customers, and orders under £40 for our private sector customers.


I’m not sure if I’m a public sector or a private sector customer?

Education and public sector customers:  All nurseries, schools, MATs, local authorities, universities, and charities.

Private customers:  limited companies and individuals.

How will the delivery charge appear on my invoices etc?

It will appear as an additional line on your invoice and delivery notes as a ‘999’ order.

What happens if we place multiple separate orders from different departments but we’re from the same school?

If possible, we encourage you to place your orders together so they total more than the £25 threshold and so you’re not charged delivery unnecessarily for multiple separate orders.

What if I place an order with a mixture of normal YPO products and products that start with a D?

In this instance, you will not be charged for delivery (however carriage charges may still be applied by the directs supplier).    

I’ve received an order with a delivery charge, but I didn’t know there was now a delivery charge?

Before we introduced our delivery charge, we let our customers know through email, the website, social media, order acknowledgement and delivery notes that a new charge would be applied to our public sector and education customers on orders under £25 and for our private sector customers on orders under £40.

Our customer services team will attempt to contact a customer who has placed an order under these values, twice to inform you. If they’re unable to contact you, we will send the order out for delivery.

I buy from YPO through a contract agreement, will I be charged for delivery?

Contract agreements maybe except from the delivery charge. Please contact your usual YPO business development manager for more information. 

Delivery Information

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.

We ask that if you are expecting a large delivery that you plan that there’s support at your premises to help accept the order. We hope that we can deliver to our usual high standards in the near future. 

Customer service 

 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]

Telephone ordering

Why are you switching off telephone ordering?

We want to give customers the best possible experience when shopping with us. That's why we're investing in better, quicker ways for you to order - giving you more control by allowing you to shop online whenever you want to and wherever you are.

How else can I place my orders?

The quickest and easiest way to order with us is online, where you can check stock availability, redeem offers, access newly added products, and much more. Click here to find out about our shopping online benefits as well as useful hints and tips.

We can also integrate with a variety of e-procurement systems to streamline your ordering process. Click here to find out more about direct integrations and how to download our e-catalogue files.

Alternatively, you can email your orders to [email protected]

What should I do if I have any questions regarding products, pricing etc?

Our friendly customer service team are on hand to support you with anything you need.

The best way to get in touch with us with any questions you may have is by using our website chat, or by messaging us on Twitter. You can also speak to our team using [email protected] or by calling 01924 834 834.

 

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