Frequently Asked Questions


ORDERING AND PAYMENT

We are an established company providing a wide range of hotel amenities and accessories. If you have questions about our order process then the below information may help.

Click on the relevant point for further detail or a specific answer. 


There are plenty of ways to order your hotel supplies and each is straightforward, fuss free and fast: Online via our website. Simply place your order on the website and checkout via our secure payment page where you can pay by Visa, Mastercard, Debit Card or Paypal. By Email. Email your order to info@hotelsuppliesltd.co.uk and we will process your order and email you a secure credit card payment link, or if you prefer we can send a proforma invoice which you will need to pay before we dispatch your goods. By Phone. Call us on 01372 725544 and one of our team will take your order over the phone.

As we are a trade website, all of the prices displayed are exclusive of VAT. VAT will be added at checkout at the prevailing rate.

If you would like a VAT invoice, simply CONTACT US and we will email one to you.

You don’t need to have an account with us to be able to order, however if you would like to open an account, please CONTACT US.

Hotel Supplies Ltd is a trade only website and as such we are unable to sell to the general public.

Yes you can. Simply CONTACT US with the exact details of your order and we will advise a carriage cost and process your order for you.

We don’t have a minimum order value – you simply need to buy full cases of any of our product.

At Hotel Supplies Ltd we take your security very seriously and our site has an SSL security certificate.

DELIVERY

We always maintain the most efficient and timely delivery service possible for all our customers, however if you have questions about delivery or there is a problem with your delivery you may find the below information helpful.
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Deliveries will be shipped by Courier and will incur the following charges:

UK mainland £8.50 
Scottish Highlands £15
Channel Isles £20
Isle of Man £20
Isle of Wight £15
Scilly Isles £20
Northern Ireland £20

Deliveries to UK Mainland over £250 are shipped free of charge.

For International delivery costs, please CONTACT US for a quotation.

Click here to see our ORDERING AND DELIVERY terms and conditions

We will endeavour to deliver your goods within 3-5 working days (to UK mainland addresses, subject to stock availability) unless stated otherwise within the product description. International deliveries will have varying transit times which can be advised on request. Click here to see our ORDERING AND DELIVERY terms and conditions

On the morning of your delivery you will receive a 1 hour delivery time slot from the courier and will be able to live track your order. Please ensure that someone is available to sign for your delivery. (Please note that this service is only available if you tell us your email address and mobile phone number in your order)

If you are not in when our courier tries to deliver, they will leave a calling card. You should contact the courier to rearrange your delivery to a convenient time using the instructions provided.

You will receive a text or email from our courier on the morning of your delivery advising you of a 1 hour time slot. If there is not going to be anyone available to sign for the order at this time, please follow the instructions in the email / text to rearrange to a suitable time or to deliver to an alternative address. (Please note that this service is only available if you tell us your email address and mobile phone number in your order).

You will receive a text or email from our courier when your order has been dispatched and on the morning of your delivery advising you of a 1 hour time slot. If you would like to have your order delivered the following day or to another address, please follow the instructions in the email / text to rearrange. (Please note that this service is only available if you tell us your email address and mobile phone number in your order).

Unless stated otherwise, we aim to deliver your goods within 3-5 working days. If you haven’t received your order by this time, please CONTACT US.

Sometimes, if orders are made up of multiple items, we might ship from various locations and so items will be delivered separately. If your delivery note states that you should have received your whole order in one delivery, and you are missing items, please CONTACT US.

RETURNS

We hope that you are happy with your purchase and that your delivery went smoothly. However, in case you do have a problem or would like to return an item, the information below may help.
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PERSONALISED PRODUCTS

Branded or personalised products are one of our specialities and they can be a brilliant added touch for your hotel customers. If you're considering ordering some, the following information may help.
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Yes we can. One of the things we offer, above and beyond the norm, is the ability to provide a range of great quality ‘bespoke products’, specially tailored to your hotel. Whether you’re looking for slippers, bathrobes, pens or amenities, we can provide these (and more) at very competititve prices. Minimum order quantities may apply and lead times may vary depending on the product. Please CONTACT US for more information. Click here to see more information on our bespoke service

Unfortunately, we are unable to offer a refund or exchange on any bespoke products.

SAMPLES

At Hotel Supplies Ltd we understand that sometimes products need to be tried before you buy. We are more than happy to send out free of charge samples of our toiletries and guest amenities and some smaller items such as our Hotel Bags. If you would like to see samples of larger items such as bathrobes or electrical items, we will need to make a charge for these. Please CONTACT US for more information.

TERMS & CONDITIONS

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