Private Individuals | FAQs

Find answers to frequently asked questions about YPO.

New to YPO?

Can I buy from YPO?

You can buy from YPO if you are an individual or organisation based the UK. You may only purchase goods from our site if you are at least 18 years old.
How do I register to become a customer?
Please visit our registration hub and select one of options:
- Register on behalf of a public sector or not-for-profit organisation.
- Register on behalf of a private business.
- Register for a personal account.
If you are registering on behalf of a private business or for a personal account, you must pay by credit or debit card at order checkout. If you are registering on behalf of a public or not-for-profit organisation, then you may request a credit account (payment required 28 days from date of invoice).

After completing the process we'll send you an email to confirm your registration.
Where does YPO deliver?

All stock item orders over £25 are delivered for free, there is a £4.95 delivery charge for orders below £25. Some of our suppliers charge for delivery of direct items. Unfortunately we are unable to deliver to some UK and non mainland addresses.
What is my Customer ID?

Your Customer ID helps us to uniquely identify you. You can find it in Your Details in your online account.
Do I have to register for the YPO Share of Profits Loyalty Scheme?

Only our public sector customers are eligible for the YPO Share of Profits Loyalty Scheme.
How do I order more catalogues?

Please complete our online form to order catalogues free of charge.
Does YPO sell fairtrade or environmentally friendly products?

Our sustainable alternatives are identified in our catalogue with a series of 'green' icons. The range is constantly being developed and our buyers will be happy to answer individual questions.

We are constantly adding to our range of sustainable alternatives which are:
• energy and resource efficient
• produced making maximum use of recycled materials
• non or reduced polluting
• durable, easily upgraded and capable of being repaired, and/or which
• promote the social and economic justice of the communities in which they are produced.
Where can I find your company details?

Click here to find our company information.

Using the YPO website

What are the benefits to online ordering with YPO?

The YPO website offers you:

• Our full product catalogue to provide you with the most up to date pricing, promotions and imagery available.
• A fast and accurate search facility to help you find exactly what you need.
• Easy online account management with order tracking, order history, user management and invoice payment options.
• Wishlists to help you manage orders across your organisation and share favourite items with your colleagues.
• Product reviews and feedback to help you make better buying decisions.
Where can I see what I have ordered?

You can see all your current and previous online orders for the last 12 months in your Order History.
Can I save orders that I place frequently?

Yes. You can save the products you regularly buy as a wishlist. Whenever you're ready to order them, you can add the wishlist to your basket with a single click.
Something I want to buy is not available to order from my account. Why?

Some items (e.g. food products) are only available to certain customers, as way may not be able to deliver them to your area.
If you have a stock and/or food account but cannot order an item, please check you are logged into the correct one to place your order.
Can I access invoices and statements electronically?

Yes. Your invoices can be found in your online account area under Invoices.
Does the price of a product include VAT?

All items exclude VAT on product pages but is added to your order upon checkout.
Why can’t I review products?

You can only review a product if you purchased it from YPO.
Why am I unable to access contracts?

Our contracts are currently only available to public sector and not-for-profit organisations.
I have forgotten my password. How do I reset it?

Click here and follow the instructions to reset your password.
Can I update my details on the website?

Yes. You can update your details under the Your Details section in your online account area.
What are wishlists?

Wishlists are designed to help you manage your orders more easily. You can add as many products as you like to a wishlist, and then place your order whenever you're ready.

You can have as many wishlists as you like, so you could even create a wishlist for your regular order to help save yourself time when ordering from us.

What's more, you can share your wishlists with your friends or colleagues. If you work for an organisation and don't have permission to place orders, you can share your wishlist with the person who does. They can simply add it to their basket with a single click to order your items.
How are website product reviews monitored?

Product reviews are periodically monitored by YPO staff only. They are not edited prior to appearing on the YPO website. We rely upon users of the website to flag any inappropriate content to us for removal.
I’ve read a product review that is inappropriate, how can I report it?

Please email [email protected] to report any inappropriate content on the website.
How do I change my newsletter preferences?

Visit Your Details to change your newsletter preferences.

Ordering

Can I amend my order after I've placed it?

If you wish to reduce the number of items you’ve ordered, please contact YPO Customer Services on 01924 834 834. If you wish to increase quantities or add new items, please place a new order.
How can I pay for my order?

Currently we only accept payment via the following credit or debit cards:

• MasterCard/Visa
• MasterCard debit /Visa Debit/Electron
• Maestro Domestic

We only accept UK registered cards and do not currently accept American Express.
My card details are not being accepted. Why?

It could be the type of card you are using as we only accept the following cards:
• MasterCard/Visa
• MasterCard debit /Visa Debit/Electron
• Maestro Domestic

We only accept UK registered cards and do not currently accept American Express.

Alternatively, as payment is taken immediately, it could be that the necessary funds to authorise payment were unavailable.

If these issues do not apply and you are still experiencing problems please contact YPO Customer Services on 01924 834 834 or [email protected].
Something I want to buy is not available to order from my account. Why?

Some items (e.g. food products) are only available to certain customers, as way may not be able to deliver them to your area.
If you have a stock and/or food account but cannot order an item, please check you are logged into the correct one to place your order.
What notification will I receive to confirm my order?

We will send you an email confirmation on receipt of your order. Further emails will follow for invoicing and confirmation of delivery.
Will I receive an invoice?

We will email you an invoice when your order is complete. If you order items directly from our suppliers, you will receive separate invoices for those items.
I have placed my order. How do I check its status?

You can check the status of your orders in your Order History.

Received: We have got your order.
Processing: We are picking, loading or delivering your order.
Delivered: You have the goods.
Invoiced: We have billed you.
Paid: You have paid for the goods.
Various: The order is in several states of completion. Click on the order to view details.
Why am I unable to order food items?

Currently we are only able to supply food items to public sector and not-for-profit organisations.
How do I cancel my order?

You can cancel your order by contacting YPO Customer Services on 01924 834 834. Alternatively you may download, complete and return our cancellation form.

Delivery

Where does YPO deliver?

We deliver to mainland UK addresses. All stock items above £25 are delivered free, orders below this require a delivery fee of £4.95. Some of our suppliers charge for delivery of direct items. Unfortunately we are unable to deliver to some UK and non mainland addresses.
Does YPO charge for delivery?

All stock items above £25 are delivered free, orders below this require a delivery fee of £4.95. Some of our suppliers charge for delivery of direct items.
How long does delivery take?

We endeavor to deliver stock items with 3-5 working days. Some of our direct items can take longer - these are clearly marked in the product description.

Urgent order? No problem, we also have next day delivery available. Simply select the option when ordering online, call 01924 834834 or email [email protected] to arrange your delivery (order needs to be received before 12pm).
Which courier do you use?

TNT is our main courier. However, direct items (products supplied directly by our suppliers) will be delivered directly by the supplier/manufacturer.
What happens if I am not in when the courier attempts delivery?

TNT will attempt to deliver three times on consecutive days. If delivery is unsuccessful, TNT will leave a card to let you know they tried to deliver your order. This will include details of how to rearrange delivery – you must do so within 48 hours or your order will be returned to YPO. A signature will be required in all cases.
Will my order have to be signed for?

Yes. A signature will be required in all cases.
I've only received part of my order. What do I do?

Items which we are unable to include in your delivery will be automatically cancelled from your order, and refunded to your credit or debit card within 48 hours. For direct items (items delivered directly from our suppliers) we will contact you directly for your advice on a replacement product.

Returns

How do I report a damaged or incomplete order?

Please endeavour to report any discrepancies to YPO Customer Services on 01924 834 834 or [email protected] within three working days of receiving your order.
Can I return an item/order?

All stock items are covered by a 30 day returns guarantee covering quality, durability and fitness for purpose. Direct items (items delivered directly from our suppliers) may be subject to handling charges. These items are marked with a 'D' prefix.
How do I return an item?

All returns must be reported to YPO Customer Services on 01924 834 834 or [email protected].

Stock items (i.e. products supplied directly by YPO) are covered by a 30 day returns guarantee covering quality, durability and fitness for purpose. Stock items can be returned for free by contacting YPO Customer Services.

Direct items (i.e. items delivered directly from our suppliers) may be subject to collection charges, these items are marked with a 'D' prefix. You will need to arrange the item(s) collection promptly and in any event not later than 14 days after your order has been delivered.

Please package the items securely in the original packaging with tags, labels and accessories.
How will I be refunded?

After receiving your returned items, we will refund you using the same method you used to pay for them within 48 hours. For products purchased as part of an offer, your refund will be based on the promotional price.

Furniture

Can I order a sample?

A number of products are available on a trial and return basis to enable you to see the item in situ and assess if it is appropriate for your needs. For more information please contact on 01924 834 834 or email [email protected].
Can I see the fabric/colour of an item prior to purchase?

Our standard range of colours/fabric are displayed online and in our catalogue, but you can request colour sample/fabric swatches by contacting us on 01924 834 834 or [email protected].
How do I know what heights of tables and chairs to order for each age group?

Please note the heights given in the image below are for guidance purposes only. We strongly recommend that you measure existing tables and chairs or request a sample to evaluate the items in situ prior to purchase. We can advise you on the most appropriate sized furniture for different age groups, current EU legislation and arrange for samples to be sent out. Please call 01924 834 834 or email [email protected].
How does YPO ensure that furniture items are safe?

We work closely with suppliers to ensure that the products we feature in our catalogues comply with all relevant British or European standards. All fabric provided as part of our furniture range is tested to standard BS5852:2006 Section 4 Ignition Source 5. In addition, most items are supplied with a full manufacturer's guarantee subject to normal wear and tear.
Are replacement feet available for furniture items?

Replacing feet on furniture before they wear out is far cheaper than buying a new chair and will also help protect your floor. Special feet may be required on safety flooring and other special finishes. Our specialist supplier, Velvin will be happy to advise you on what replacement feet are suitable for your flooring.
Velvin can be contacted at:
Westminster Works, Nile Street, Emsworth, Hampshire PO10 7EF
www.velvin.co.uk
Tel: 01243 373307
email: [email protected]
Please quote YPO contract ref YPO/F429 to ensure you take advantage of the pricing we have negotiated. Alternatively, please contact our furniture our furniture customer care team on 01924 834 834 or email [email protected]
Do you provide a furniture design service?

Yes. We have a specialist team who have significant experience in the planning and installation of furniture. The team can work with you to understand your needs, provide expert advice to help you choose the right furniture and help you get the best out of the space you have available. For further information please call 01924 834 834 or email [email protected].
How long will my furniture take to arrive?

All furniture is either made to order and/or is delivered directly from our suppliers. Normal lead-times are approximately four weeks but this can vary, particularly at peak ordering times. For delivery at the beginning of September, please ensure we have received your order by the end of June.
How do I return/report an item of damaged furniture?

Please endeavour to report damages to YPO within 48 hours of delivery and ensure any items are returned in the original packaging. Please ensure that upon collection, all the relevant paperwork is provided.

Don't have an account yet?

Find answers to frequently asked questions about YPO.

New to YPO?

Using the YPO website

Ordering

Delivery

Returns

Furniture