FAQs

Covid-19 Related FAQs

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 chatting to them on the phone, you can use the online query system the same 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 Customer Care Team who will set everything up for you.

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 of Customer Care Team are here to support if you need any help 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 you still help me find products that aren't ranged on your website?
Yes, we can. If you need something special but can't find it on our website, please contact our Customer Care Team. They will work across our extensive network of hundreds of suppliers to help you get what you're looking for.

Can I still get furniture installation services?
Yes, we have enabled this currently with our fitters adopting best practice methods to protect you and themselves from infecting anyone.

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.


General FAQs


Delivery Options and Costs

When can I expect delivery?

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.


How much does delivery cost?


Deliveries to business customers within Essex is free of charge.

Free delivery to Mainland UK on orders over £50 (ex VAT).

For orders under £50 (ex VAT), you will be charged an additional £5.


Do you deliver outside the UK?

We currently deliver to the UK Mainland and Northern Ireland. Unfortunately, we are unable to deliver outside the UK.


Is furniture available for next day delivery?

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 prior to delivery with an expected delivery time. Any items that are not available for next day delivery will be highlighted on the product page.

Expected Delivery Times

What time/day will my order be delivered?

Products will be delivered by a courier Monday to Friday, between 9:00 am and 5:30pm. 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.

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

Day order placed

Ordered before 5:30pm

Ordered after 5:30pm

Monday

Tuesday

Wednesday

Tuesday

Wednesday

Thursday

Wednesday

Thursday

Friday

Thursday

Friday

Monday

Friday

Monday

Tuesday

Saturday

Tuesday

Tuesday

Sunday

Tuesday

Tuesday

For any item(s) that are out of stock at the time the order is placed, we do aim to deliver these to you within 10 days.


The email I received said my out of stock item will be delivered in the next 10 days; can you be more specific?

Please contact our friendly customer care team who will be able to assist you with a more accurate date.


What happens if I’m not there when my items are delivered?

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 the carrier will attempt to deliver your order the following day. They will attempt delivery on three occasions and if the delivery is not completed the order will be returned to us.

Order Tracking

How can I track my order?


We are currently working on additional functionality to enable you to track your orders; please bear with us.


Furniture and large items are shipped using specialised couriers who will contact you the day prior to delivery with an expected delivery time.


My order hasn’t arrived yet, what should I do?

Please log into My Account on our website and select the blue "track" link next to the order that you would like to view. It should show your order’s progress to your door, including when it has left the despatch centre and if it is on its way to you.

Furniture, large technology items, safes or selected business machines are delivered by a specialised courier service due to the size and weight of these products. The courier company will contact you prior to delivery with an expected delivery time. These products usually take 3 – 5 business days for delivery.

If you need further assistance, please contact us online or call 01376 346356 Monday to Thursday 9am – 5:30pm. Friday, 9am – 5pm.


Can I change my delivery address?

You are welcome to add a new delivery address during checkout; on the delivery address page. Please click ‘Add New Address’ and enter the details you require. The address will be saved in your address list for future orders.

If you have already processed your order and wish to amend the delivery address, please contact our customer service team on 01376 346356. Our lines are open Monday to Thursday 9am – 5:30pm. Friday, 9am – 5pm.

Customer Registration

Do I need to register to buy an item?

Yes, you will need to register as a customer should you wish to make a purchase.

Registration is quick and easy and comes with a number of benefits, such as the ability to track orders and to also take part in our reward points scheme.


How do I register for a new account?

To register please follow this link Login / Register

Payment Methods

What payment methods do you accept?

We accept all major credit/debit cards excluding AMEX. You can also pay by PayPal. If you are a business customer, you are welcome to apply for our interest free credit account.

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.


How can I apply for a credit account?

It will take just a few minutes to complete the application for a Office Loro business account. You will receive quick and easy approval, 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.

Find out more about how to apply for a business credit account.

For existing customers, you can apply for an account during checkout or in the My Account section online.

Can I increase my credit limit?

Please contact our friendly team either by online message from the My Account section of the website or call us on 01376 346356. Our lines are open Monday to Thursday 9am – 5:30pm. Friday, 9am – 5pm.

Are my online payments secure?

Our website uses a Norton Secured payment system powered by VeriSign 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 our Customer Service Team on 01376 346356, Monday to Thursday 9am – 5:30pm. Friday, 9am – 5pm.

VAT Invoices

How can I receive a VAT invoice?

Invoices will be emailed to your registered email address within 48 hours of delivery. If you pay by card you will still receive an invoice as a receipt for your transaction

All invoices will be listed in the My Orders section when logged in to your account. Invoices will be listed to the right of the order number it relates to.

Can you change the address on my invoice?

We are unable to amend the details on an invoice for an order that has already been dispatched.

Credit Account Balance

How do I make a payment to my business credit account?

Please pay your business credit account balance by either BACS or cheque payment.

To help us assign your payment to your account swiftly, please ensure that you include your Customer Reference Number when sending a BACs payment or included with your cheque.

BACS Payment:

  • Account Name: Havendene Ltd T/as Office Loro
  • Bank Account Number: 83042723
  • Sort Code: 20-97-40
  • Reference Number: Your account number or business name.

Cheques Payments:

  • Payable to: Havendene Ltd T/as Office Loro
  • Send to: Unit 4-6 Benfield Way, Braintree, Essex CM7 3YS

Please remember to include your account number as a reference to help process the payment swiftly.

Please remember to forward a remittance to accounts@office-loro.co.uk

Catalogue Request

Can I have a catalogue sent to me?

We no longer produce paper catalogues. This is better for the environment; allows us to pass the savings on to our customers and enables customers to benefit from the most up-to-date competitive prices.

New Customer Registration

What Is ‘My Account’?

My Account is one of the ways we aim to make your online shopping experience with us as easy as possible. It is also a way of saving your details, such as delivery addresses, for future use.

Some of its features include:

  • Past purchases – view and repeat previous purchases for easy reordering
  • Account management – manage your account details, address book and email preferences
  • 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 24/7 at your convenience.

How can I edit My Account Information?

It’s easy to edit account information. Please login to My Account where all of your information is stored then click on the "Manage My Account" button. From this page you will be able to edit the following account information:

  • Login Details – you can manage your login and billing account name, email and passwords.
  • Company Information – you can manage key business information and details.
  • Communication Preferences – you can set and manage your communication preferences.
  • Manage Credit Card Details – editable if you have saved your card details previously.
  • Manage Address Book – you can manage multiple delivery addresses.

Is my information saved securely?

We are committed to keeping your personal information secure. When registering 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.

Please see our Privacy Policy for further information.

How do I register for a new account?

To register, simply click on the Login / Register link that appears at the very top of the page.

Alternatively, if you are purchasing an item today you can also register as a customer in the checkout process.

Changing Existing Details

I have forgotten my password, what do I do?

If you have forgotten your password, go to the Password Reminder page to have it reset. 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 call our Customer Care Team on 01376 346356. Our phone lines are open Monday to Thursday 9am – 5:30pm. Friday, 9am – 5pm.. If you’d prefer, you can also contact us online at any time.

How can I edit My Account Information?

It’s easy to edit account information. Firstly, login to My Account where all of your information is stored then click on the "Manage My Account" button. From this page you will be able to edit the following account information:

  • Login Details – you can manage your login and billing account name, email and passwords.
  • Company Information – you can manage key business information and details.
  • Communication Preferences – you can set and manage your communication preferences.
  • Manage Credit Card Details – editable if you have saved your card details previously.
  • Manage Address Book – you can manage multiple delivery addresses.

How do I change my address?

Addresses can be updated from the My Account section of the website. Please select Update Details on the left side of the page.

For credit account customers, please message us from the My Account section with the full address and postcode you which to update.

Using E-coupons

How do I use an E-coupon?

To claim a special offer or discount that was sent from us via email or viewed on our website, please click on the banner or link and the offer will be automatically applied to your basket.

If we have emailed the code directly please enter the code into the Coupon Code box at the checkout. We are unable to apply a coupon or promotional code to an order that has already been confirmed.

Can I use more than one E-Coupon on an order?

Only one E-coupon or promotional code may be claimed per order.

Why is my promotional code not working?

If the e-coupon or promotional code is not working, please check some of our suggested solutions:

  • You may not have reached the minimum purchase requirement to apply the special offer to your order. The offer applies to your subtotal before VAT and any delivery charges.
  • Some items may not be part of the offer i.e. office machines. Please refer to our Terms & Conditions for more details.
  • The promotional code you have entered may have expired. Please refer to the offer’s terms and conditions for more details.
  • You will need to log into your Office Loro Ltd account or register as a new customer before you place an order using your e-coupon or promotional code. Register or login now.
  • The offer may not apply to your account. Sometimes we give either new or existing customers different special offers.

If you still are unable to use your promotional code please contact us online or call our Customer Care Team on 01376 346356, Monday to Thursday 9am – 5:30pm. Friday, 9am – 5pm.

Returns

Can I exchange a product?

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. Please see below for our Returns Policy.

What is your 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.

Due to health and safety reasons we are unable to offer refunds on food or drink items including biscuits, coffee and water. More information can be found within the Terms & Conditions.

Unfortunately we are unable to offer exchanges for items. If you would like to exchange your item for an alternative, please return the unwanted goods to us for processing and place a new order for the alternative items.

Returning Your Purchase

I have received an incorrect, faulty or damaged item, what do I do?

Please contact us within 7 days of receiving the item.

You can contact our Customer Care Team on 01376 346356, Monday to Thursday 9am – 5:30pm. Friday, 9am – 5pm.

Alternatively, you may start this process online. After logging in, from the Contact Us Page, choose the relevant order number and let us know which item you would like to return.

If your product develops a fault, after 7 days, please contact us for warranty information.


How should I prepare the item for collection?

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 Care 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.


Will collections happen at the same time as delivery?

Our couriers are unable to deliver and collect items at the same time because we will sometimes use different couriers to deliver different items.


An item is missing from my order – what should I do?

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 day 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 seven days of receiving your order. You can contact us online or call 01376 346356, Monday to Thursday 9am – 5:30pm. Friday, 9am – 5pm.


Can I cancel an existing order?

If you have confirmed and paid for an order, unfortunately you will be unable to edit or cancel it. However, we would be pleased to arrange a free collection and refund for any unwanted items (subject to our returns policy above). For further information please contact us online or call 01376 346356, Monday to Friday 9am – 5pm.

Receiving A Refund

How long will my refund take?

Your refund or credit note will be issued within 14 days from the initial request to return your item. If you have not received your refund after 14 days please contact our Customer Care Team on 01376 346356. Lines are Open Monday to Thursday 9am – 5:30pm. Friday, 9am – 5pm.


Will you refund the delivery charge if I return an item?

Unfortunately, we are unable to refund the delivery charge for an unwanted item

Quotations/Tenders

Can I send you a list of products we purchase most often to get your best price?

Here at Office Loro we have a transparent pricing policy which means the prices we have displayed on our website are the lowest we can offer.

Cartridge/Toner Recycling

Do you recycle used printer cartridges?

At the present time we do not offer a cartridge recycling scheme.

Large Scale Printers

Do you sell heavy duty printers?

The printers we have are for small to medium sized offices.