Frequently Asked Questions
Ordering and Payment
How can I place an order with Hotel Supplies?
How can I place an order with Hotel Supplies?
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 together with our bank details 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.
Do prices include VAT?
Do prices include VAT?
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.
Can I have a VAT receipt?
Can I have a VAT receipt?
If you would like a VAT invoice, simply CONTACT US and we will email one to you.
Do I need an account with Hotel Supplies to order?
Do I need an account with Hotel Supplies to order?
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.
I am not a trade customer, can I order from Hotel Supplies?
I am not a trade customer, can I order from Hotel Supplies?
Hotel Supplies Ltd is a trade only website and as such we are unable to sell to the general public.
I am based outside the UK - Can I still order from Hotel Supplied Ltd?
I am based outside the UK - Can I still order from Hotel Supplied Ltd?
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.
What is the minimum order value?
What is the minimum order value?
We don’t have a minimum order value – you simply need to buy full cases of any of our products.
Delivery
How much is delivery?
How much is delivery?
Deliveries will be shipped by Courier and will incur the following charges:
UK mainland £8.50
Scottish Highlands £16.00
Scottish Islands £25
Channel Isles £25
Isle of Man £25
Isle of Wight £16.50
Scilly Isles £25
Northern Ireland £25 - temporarily suspended
Scottish Highlands, Scottish Islands, Offshore Islands (including Channel Isles) and Northern Ireland - High volume orders over 10kg may incur additional charges. Please contact us for a shipping quotation
Scottish Highlands - AB36-38, AB55-56, FK17-21, IV1-39, IV52-54, IV63, KW1-14, PA21-40, PH19-26, PH30-41, PH49-50
Scottish Islands - HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3
International Destinations
Please contact us for international delivery enquiries.
International deliveries are made by arrangement and costs will vary depending on the size, weight and destination of your order. Transit times may vary and will depend on destination. Before placing your order for international delivery, please contact us for a shipping quotation. If you have any queries regarding overseas delivery, please contact us at info@hotelsuppliesltd.co.uk.
Please contact us should you require any further information.
When will I receive my order?
When will I receive my order?
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.
Can I track my order?
Can I track my order?
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)
What if I miss my delivery?
What if I miss my delivery?
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.
What if there is no-one available to sign for my delivery?
What if there is no-one available to sign for my delivery?
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).
Can I change my delivery time?
Can I change my delivery time?
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).
What if my order hasn't arrived?
What if my order hasn't arrived?
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.
What if only part of my order arrived?
What if only part of my order arrived?
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
My order was damaged on delivery.
My order was damaged on delivery.
Click here to see our refund policy - HERE
My item was faulty on delivery.
My item was faulty on delivery.
Click here to see our refund policy - HERE
My item has stopped working in the warranty period.
My item has stopped working in the warranty period.
Click here to see our refund policy - HERE
I changed my mind and want a refund.
I changed my mind and want a refund.
Click here to see our refund policy - HERE
Personalised Products
Can you personalise hotel supplies with my logo?
Can you personalise hotel supplies with my logo?
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
Can I return personalised products?
Can I return personalised products?
Unfortunately, we are unable to offer a refund or exchange on any bespoke products.
Samples
Is it possible to receive a sample before I order?
Is it possible to receive a sample before I order?
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 and Conditions
Where can I find the terms and conditions?
Where can I find the terms and conditions?
View Terms and Conditions here.
