Public Sector Buying and Contracts 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.
How long does it take for you to confirm my registration?

If you are registering for a credit account on behalf of a public or not-for-profit organisation, account registration can take up to 48 hours.
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?

Our public sector customers are automatically registered for the YPO Share of Profits Loyalty Scheme. Find out more about the scheme.
How do I order more catalogues?

Please complete our online form to order more 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.
• Access to our frameworks offering including user guides and relevant documentation.

• 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.
I am already a YPO customer. How do I register to order online?

Please fill out our online registration form.
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.
Why can’t I review products?

You can only review a product if you purchased it from YPO.
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.
Can I pay invoices online?

Yes. View your invoices online and simply select your preferred payment option.
I place the orders for my organisation. Can I link my colleagues to my account?

Yes. If you are the first person to register with YPO in your organisation, you will automatically become an admin user of the YPO Website. This means you can access all areas of the website and are authorised to place orders.

You can add and manage your colleagues' permissions under the Manage Users section. As a default user they can view products and send wishlists to you only, but cannot place any orders. If you wish, you can also add more admin users who can place orders too.
Can I receive invoices and statements electronically?

Yes. Your invoices can be found in your online account area under Invoices.
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.
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.

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.
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 colleagues. If you don't have permission to place orders in your organisation, 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.
How do I change my newsletter preferences?

Visit Your Details to change your newsletter preferences.

Ordering, Delivery and Returns

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.
Where does YPO deliver?

We deliver to UK addresses.

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.
Does YPO charge for delivery?

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.
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.
I've only received part of my order. What do I do?

Items which we are unable to include in your delivery will be dispatched separately as soon as possible, and indicated on the delivery note as:

TO FOLLOW: Do not reorder, we will send as soon as possible.

DISCONTINUED: Item unavailable and cancelled from order.

ISSUES SUSPENDED: Do not reorder, we will send as soon as possible.
How do I pay for my order?

We have a number of options. You can:

- Pay online with a purchasing card.

- Pay by credit/debit card by calling 01924 834 954.

- Pay by bank transfer or direct debit: Find out how

If you prefer to pay by cheque, please make them payable to YPO.

All payments should be made within 28 days of the invoice date.
How long will my order take to be delivered?

Part of delivering better value means delivering your goods quickly, safely, and efficiently. All our stock items are usually delivered within 3 working days of receipt of your order.

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).
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?

Please contact YPO Customer Services on 01924 834 834 or [email protected] quoting the following information:

1. Customer ID.
2. Delivery note or invoice number.
3. Order or requisition number.
4. Catalogue number.
5. The nature of the problem or reason for the return.

Our carriers are authorised to collect goods for return, provided a YPO collection note has been issued in advance by YPO Customer Services.

Please note the following deadlines for reporting discrepancies:

Damaged items: within seven working days of delivery
Non receipt of a complete or part consignment: within seven working days of invoice date

Exceptions may be made for goods delivered during school holidays upon written request to the YPO Customer Contact Manager.

We will not accept goods returned without prior authorisation or in a condition unfit for resale. These must be paid for in full by the customer.

Please note: Items which we are unable to include in your delivery will be dispatched separately as soon as possible and indicated on the delivery note as:

TO FOLLOW: Do not reorder, we will send as soon as possible
DISCONTINUED: Item unavailable and cancelled from order
ISSUES SUSPENDED: Do not reorder, we will send as soon as possible

For Direct items (items delivered directly by our suppliers) a handling charge may apply. Please note it may not be possible to return certain items delivered directly from our suppliers.
How do I inform you of when my organisation is closed for deliveries?

Please complete our online form to let us know when your organisation is closed, so we don't deliver when you're not there.
How do I report a damaged or incomplete order?

Please report any discrepancies to YPO Customer Services on 01924 834 834 or [email protected] quoting the following information:

1. Customer ID.
2. Delivery note or invoice number.
3. Order or requisition number.
4. Catalogue number.
5. The nature of the problem or reason for the return.

Our carriers are authorised to collect goods for return, provided a YPO collection note has been issued in advance by YPO Customer Services.

Please note the following deadlines for reporting discrepancies:

Damaged items: within seven working days of delivery
Non receipt of a complete or part consignment: within seven working days of invoice date

Exceptions may be made for goods delivered during school holidays upon written request to the YPO Customer Contact Manager.

We will not accept goods returned without prior authorisation or in a condition unfit for resale. These must be paid for in full by the customer.

Please note: Items which we are unable to include in your delivery will be dispatched separately as soon as possible and indicated on the delivery note as:

TO FOLLOW: Do not reorder, we will send as soon as possible
DISCONTINUED: Item unavailable and cancelled from order
ISSUES SUSPENDED: Do not reorder, we will send as soon as possible

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?

All damages must be reported to YPO within 48 hours of delivery and returned in the original packaging. Please ensure that upon collection, all the relevant paperwork is provided.

Frameworks

What is a contract/framework agreement?

It is a legally compliant route to the market, providing you with access to approved suppliers who have undergone a thorough screening process to ensure they provide products or services at the best possible value.
How are YPO contracts/framework agreements set up?

We engage with the market to ensure we understand customer needs. A contract specification is then determined which suppliers can tender for. All suppliers then go through a rigorous evaluation (which includes key criteria such as quality and price) and the successful suppliers awarded. This process is fully OJEU compliant.
What are OJEU regulations and who has to follow them?

Procurement in the UK (and EU) is governed by a number of regulations and directives under OJEU (Official Journal of the European Union). Publicly funded organisations must also adhere to this legislation to ensure that the money is spent in a way that is fair, open and demonstrates best value.
Where can I find out about the full range of contracts/framework agreements available from YPO?

Please visit www.ypo.co.uk/frameworks-home.
How do I find out if I can use the contract/framework agreement?

The majority can be used by any public sector organisation. Please refer to the relevant contract user guide for further information or email [email protected].
Can I see a copy of the OJEU notice for the contract/framework agreement to confirm I can use it?

Copies of the OJEU are available on request. Please email [email protected].
How do I know the framework agreement I have chosen is more beneficial than simply shopping around?

YPO contracts are written with our customers in mind to ensure exact requirements are met. We also use committed spend to attract the supply market and deliver the best value deal to you. You also save time and money as you do not have to run a separate tender by yourself.
Do you charge a fee to access contracts/framework agreements?

No, there is no charge.
Why do some contracts/framework agreements have a lot structure?

Lot structures provide a larger range of options within a selected contract/framework agreement. This helps attract SMEs to provide at least some of the options available, as they may not be able to satisfy all requirements in every lot on their own.
Where can I get a copy of the user guide?

Visit the frameworks homepage here to download individual user guides, or contact [email protected].
How do I choose a supplier if there is more than one listed on the contract/framework agreement?

This will depend on how the contract/framework agreement was set up. Details can be found in the relevant user guide to make sure you get a fully compliant result. We also provide impartial and professional advice if required.
I know which supplier I want to use and they are on your contract/framework agreement. Can I simply go direct to them?

This is possible on some contracts/framework agreements. On others a further competition will be required. Check the user guide for details.
The supplier I want to use isn’t on the contract/framework agreement. Can they be added?

As they are governed by the Public Contract Regulations 2006, there are specific rules that mean we cannot add organisations to existing contracts/framework agreements. Suppliers that are not listed cannot be included on any further competition conducted through the contract/framework agreement.
Can the weighting criteria be amended to suit my requirements?

The individual application of weightings will be dependent on the contract/framework agreement and how this was established. Please refer to the individual user guides.
What supplier management procedures does YPO have in place?

YPO implements a supplier relationship management programme which ensures regular engagement with all suppliers. Performance SLAs (service level agreements) are established with each supplier at the start of the framework with on-going contract and performance reviews.
If I use a framework agreement to establish a contract, do I still need to compare prices?

No. We complete a fully compliant tender process for every contract we offer, so you don’t have to. And, because everything we do is completely impartial and transparent, you can be rest assured that you are accessing a fully compliant solution.
How do I know that YPO contracts/framework agreements will meet my requirements?

All of our contracts/framework agreements have been developed with our customers in mind. Many also provide a range of options through different lots, so they have the flexibility to meet more specific requirements.
How do I choose a supplier if there is more than one listed in the contract/framework agreement?

This all depends on how the framework was set up, and will usually be through either a direct award or further competition. Details can be found in the relevant user guide and you can get impartial, professional advice from us throughout.
What is a direct award?

When a direct award option is available, you can identify the most suitable supplier available on the framework based on your needs, and directly award a contract to them.
What is a mini/further competition?

In a further competition, sometimes also referred to as a ‘mini competition’, you’ll be required to get quotes from all suppliers on the framework agreement and evaluate which one offers you best value. It also allows you to refine your requirements if you need to, while retaining the terms and conditions of the agreement.
Can I get further advice if I need to run a further competition?

Yes, email [email protected] and we’ll help with advice and template documents.

Don't have an account yet?

Find answers to frequently asked questions about YPO.

New to YPO?

Using the YPO website

Ordering, Delivery and Returns

Furniture

Frameworks