Frequently Asked Questions
Ordering and Payment
How do I place my order with supply2hotels?
supply2hotels offers multiple convenient ways to order hotel supplies, making it quick, easy, and hassle-free to get the hospitality products you need.
- Email: Send your order to sales@supply2hotels.co.uk. We will then check stock availability and send you a pro-forma invoice along with our bank details which you will need to pay before we dispatch your goods.
- By Phone: Call us on 01872 865449 and we will take your order over the phone.
Do your prices include VAT?
supply2hotels is a trade-only website, so all displayed prices exclude VAT. VAT will be added to your pro-forma invoice at the applicable rate.
Can I request a VAT invoice?
When goods are paid for on pro-forma invoice we automatically send you a VAT invoice.
Can I place an order if I am not a trade customer?
supply2hotels is a trade-only supplier and supplies exclusively to businesses within the hospitality industry.
Do you have a minimum order value?
supply2hotels has no minimum order value, with products available to purchase in full case quantities only.
Delivery
What is your delivery charge?
Delivery to UK mainland addresses is usually within 3–5 working days, subject to stock availability and product-specific conditions. Bespoke orders will be subject to additional lead times.
Delivery charges are usually calculated on weight and size of parcel.
Orders will be shipped by Courier and will incur the following charges:
- UK mainland delivery: £10.95 + VAT
- 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 quotation.
Scottish Highlands including: AB36-38, AB55-56, FK17-21, IV1-39, IV52-54, IV63, KW1-14, PA21-40, PH19-26, PH30-41, PH49-50
Scottish Islands including: HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3
Important Shipping Notice: We do NOT ship outside the UK mainland.
VAT: Carriage and packing charge is classed as a service and as such is subject to VAT.
If you have any questions regarding our delivery information, please call us on 01872 865449 or email us at sales@supply2hotels.co.uk.
When will my order be delivered?
Delivery to UK mainland addresses is typically within 3–5 working days, subject to stock availability and unless otherwise specified in the product description.
What should I do if I am unavailable when my delivery arrives?
If you are unavailable when our courier attempts delivery, a calling card will be left. Please follow the instructions on the card to rearrange delivery at a convenient time.
What should I do if my order hasn't arrived?
Unless otherwise stated, we aim to deliver your order within 3–5 working days. If your order has not arrived within this time, please contact us.
What should I do if I only receive part of my order?
Occasionally, orders comprising multiple items may be shipped from separate locations, resulting in multiple deliveries. If your delivery note states your order should have arrived in full and items are missing, please contact us.
Returns
We want you to be completely satisfied with every supply2hotels purchase. If something isn't quite right, we'll resolve it promptly and without any hassle.
What if my order is damaged on delivery?
If your order arrives damaged, please contact us within 7 days. If the damage is visible on delivery, be sure to mark it on the carrier's delivery note. Please return the items in their original packaging with all accessories and documentation. Once received, we'll provide a replacement or full refund.
What is the procedure if an item is faulty on arrival?
If your items are faulty on arrival, please notify us within 14 calendar days. Items should be returned in their original packaging, including all accessories and documentation. Once the fault has been verified, we will provide a replacement or full refund via your original payment method and reimburse reasonable return shipping costs. Items found not to be faulty will be returned to you, with return shipping costs payable by you.
What happens if my item becomes faulty within its warranty period?
If any of your purchases develop a fault after 14 calendar days from receipt, and the item is still within its warranty period, you may be eligible for a warranty repair. Please note that only certain products come with a warranty.
Personalised or Bespoke Products
Can hotel products be personalised with our logo?
We supply many items for hotels which can be personalised with your name, logo or image. Menu covers, menu boards, tariff boards, wine list covers, bill presenters, guest room folders, key tags, table mats and coasters, table signs, do not disturb signs, are among the many personalised bespoke items we can supply. Minimum order quantities may apply, and lead times vary by product.
Our range of customisable products includes slippers, bathrobes, bed linen, chef's wear, towels, and table linen, all tailored to reflect your hotel or hospitality brand.
Can personalised products be returned?
Because bespoke products are made specifically for you, we are unable to accept returns, exchanges, or issue refunds.
Samples
Is it possible to receive a sample of a product?
We understand the importance of seeing and trying products before making a purchase. We are pleased to offer free complimentary samples of our toiletries, guest amenities, and some small items. For larger items, including hotel trays, slippers and electrical products, a sample charge will apply.
Please contact us for more information.
Terms and Conditions
Where can I view your terms and conditions?
Our full Terms and Conditions are available on a separate page of our website, please visit the Terms and Conditions section for details.