frequently asked questions
Here is a selection of the most frequently asked questions asked questions about our products and services. If you don't find what you're looking for, please don't hesitate to reach out to our support team.
we're here to help
Whether you're a new customer or a long-time user, this section is designed to provide you with quick and comprehensive information.
If you don't find what you're looking for, please don't hesitate to reach out to our support team.
Are you ISO & CHAS accredited?
Yes, we are ISO9001, ISO14001, ISO45001 & CHAS accredited. You can view our certification here.
What is your VAT number?
GB392408345
What is your company registration number?
Registered in England No. 1995153
Do you deliver same-day or at weekends?
Our standard delivery service for stocked lines is "next working day". We can offer same day delivery on a select number of products in an emergency situation, but this is not offered as standard.
Utilising our partner courier service, DPD, we're able to offer weekend deliveries but this may attract a surcharge. Speak to our customer service team on 0333 999 0000 for more information
Do you have a shop or is there a way I can collect something today?
A select number of products can be collected from our Head Office in Bromborough in an emergency situation, but this is not offered as standard.
Speak to our customer service team on 0333 999 0000 for more information.
What do I do if I can't find the products I'm looking for?
Visit our contact us page to find the details for the relevant department and our teams will be happy to help you.
Who do I contact if I have a pricing query?
Visit our contact us page to find the details for the relevant department and our teams will be happy to help you.
I have only received part of my delivery, where is the rest?
Please double check your delivery note, as the missing items may due to follow on. You can also check the progress of your order, line by line, when logged in online, within your dashboard.
If you're confident you're missing a product that should have been delivered, contact our customer services team - You can email us on sales@heatons.net or call on 0333 999 0000.
What do I do if I have received the wrong product?
Contact our customer services team - You can email us on sales@heatons.net or call on 0333 999 0000.
What if I want to return a product?
You are free to return any stationery item, in its original, unmarked, undamaged packaging, within 10 days of delivery. Contact customer services at sales@heatons.net or call 0333 999 0000 arrange for the goods to be returned.
Certain products may be subject to additional returns conditions beyond those already in force.
How do I request a credit note?
Contact our customer services team - You can email us on sales@heatons.net or call on 0333 999 0000.
Who do I contact if I have a complaint?
Contact our customer services team - You can email us on sales@heatons.net or call on 0333 999 0000.
