Frequently Asked Questions
Category
What are your customer service standards?
At Paperflow we pride ourselves on providing an excellent service. Your Customer service team is free to focus on providing solutions to any wider purchasing issues you might have. Every member of your team has the authority and knowledge to answer the vast majority of your questions in a one phone call.
We owe our success to you, our customers. Our biggest source of new business is from your personal recommendations. Many of the best features and improvements to our service have come from customer suggestions.
Where does Paperflow deliver to?
We deliver to all areas within the M25 . We require a signature so please ensure someone is available.
For our large national customers we deliver to offices thoughout the UK Next Day
We do NOT deliver to PO Box addresses.
DELIVERY to Desk: Please include your relevant FLOOR number on the order and any other relivent and useful information that helps us deliver promptly and efficiently.
How do I cancel an item on backorder?
A backorder is an item for which we are awaiting a new supply of stock.
If you have ordered an item which is unfortunately on backorder, the rest of the items on your order will still be dispatched on the next delivery.
You will receive a notification should any of your items be put on backorder. You then have the option to cancel the item or wait for automatic delivery of the goods on the 'due date'.
If you have not, please Contact Us
What if I have items missing from my order?
Items missing from your order may already be on their way to you as part of another delivery. The next possibility is that an item is not in stock but is to be delivered later. If there is no record of a further delivery, contact our Customer Services Team,thats if we havnt contacted you first. Please report any missing items within three working days of the delivery.
What do I do if I have received a damaged item?
If your order includes a damaged item(s), please contact us within three working days of delivery. Once we have the relevant information from you, we can collect the damaged item(s) and deliver a replacement(s).
How do I return items?
You need to return unused unwanted goods within 14 days of receiving your order. You need to tell us about damaged goods within three days of receiving your order.
Checklist: Returning unused goods:
Wrap the item (with all its documents and components) back in its original packaging. Do not post it to us as this may delay your refund. To ensure we can accept items you return, please make sure :
The item is unused and in a resalable condition.
The box has no writing or return numbers on it.
Ensuring all manuals and components are included.
And you use the original packaging.
Returns after 14 days.
We can only accept unwanted items after 14 days at our discretion, and for less than the full credit value.
Food and drink returns.
Sorry - we cannot accept any food or drinks returns - including biscuits, coffee and water - because of health and safety regulations.
Can I exchange items I ordered by mistake?
The easiest thing to do is to return any item(s) ordered by mistake, and then place a new order.
Simply:
1. Contact us to arrange a collection
2. We then email you a returns number and collect the item(s) within three working days of issuing the number.
3. When the item(s) has (have) been collected and returned to the warehouse, we issue you a credit note providing the item(s) has not been used and is in a resalable condition.
4. You can then place a new order for the item you want.
Am I on your mailing list?
We will occasionally notify you about important news, new services and special offers we think you might appreciate.
If you would prefer not to receive this information. Please let us know and we'll unsubscribe you from our mailing list.
What guarantees can Paperflow provide
We offer service guarantees to all our clients. These guarantees are specific to them. We are happy to commit to demonstrable and measurable service guarantees for all our clients. We also guarantee that we will continue to provide best value by providing effective reviews and dedicated account management.
What time spent meeting with your Account Manager?
As a new client we would expect to meet with you as necessary to ensure all our agreements and efficient working practices are in place and working to you satisfaction.
Monthley or Quartely reviews will then be agreed and would expect to take 1 hour per meeting.
Who will look after my account?
Every Paperflow customer has a dedicated account manager who in turn is supported by a specialist team and allocated individual in our offices. They make sure your account is looked after and your service is as you require. Furthermore each account will also be reviewed by an Paperflow Account Director whose job it is to ensure we are providing the service and efficiencies you require.
Do you supply On-line ordering
Not only do we offer it we actively encourage it. Ordering on-line is a proven way of maintaining control of expenditure and eliminating costs in ALL areas of the supply chain. We provide full training for every user and the comfort of a real person on the end of the phone should you need help or need to order in a more traditional way.
How can you help me with Frequently ordered items?
We are able to complete for you a Core Stationery List (by building/department/cost centre) from which you then order with budgetary controls in place and contract pricing attached.
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