All About Ordering
Deliveries and goods returns
Here you will find answers on the following topics:
Delivery costs and conditions
Delivery is free of charge on Click & Collect orders placed for delivery to a UK Staples retail store for customer collection, regardless of the order’s value.
For orders delivered to your home address or to an alternate delivery address other than to a Staples UK retail store, then delivery is free of charge on orders of £30 (ex VAT) or more. Below this figure, a charge of £2.90 is applied to orders with a value of £5 to £29.99 (ex VAT) and a charge of £3.95 is applied to orders of £4.99 (ex VAT) or less. Delivery is free of charge on orders from Northern Ireland and offshore islands of £120 (ex VAT) or more. Below this figure, there is a delivery charge of £15. A delivery charge of £48 will be applied to all orders from the Channel Islands. Additional delivery charges may apply to certain areas or depending on the size of your order. If this is the case, you will be advised at the time of order.
Because we know how important it is to get the supplies you need, we aim (but do not guarantee) to deliver all orders the next working day including, although certain items such as furniture and deliveries to remote locations may take longer. Orders received by us before 5pm are normally delivered the next working day between the hours of 7.00am to 6.00pm. If you would prefer delivery on a different working day, then please tell us in the ‘comments’ box on the delivery details page of the checkout when placing your order. Please note we cannot deliver to PO Boxes or BFPO addresses.
For furniture orders the delivery time is between 2 and 5 weeks as the goods are delivered directly from the manufacturer. Please note that we are unable to deliver furniture outside of the UK mainland.
If we have your email address, then we will send you an email when your order has been shipped from our warehouse (stock items only). The email contains a link so that you can track the delivery progress of your order. If you have not received your order by the morning of the day after the scheduled delivery date, then please contact us.
If you have placed a Click & Collect order for delivery to a UK Staples retail store, then we will also send you an email when your order has been delivered to the store as confirmation that your goods are now available for customer collection. If you have not received this confirmation email that your Click & Collect goods are ready for customer collection by the morning of the day after the scheduled delivery date to store, then please contact us.
Deliveries are made from Monday to Friday between 7.00am and 6.00pm, including those deliveries being made to a UK Staples retail store for customer collection. There are no deliveries at weekends or on public holidays. We cannot provide you with any information on the exact time of delivery, as we do not know which route the driver will take. We can only say whether or not the order has been dispatched for delivery that day, or if there have been any problems.
What happens if I am not in to receive the order?
If the driver does not find you in to receive the goods, he will try again the next day. Normally two attempts will be made to deliver the goods to a business address. The driver will leave a message quoting a telephone number. Please ring this number to arrange a new delivery date.
If they are unable to contact you at all, the entire delivery will be returned to our warehouse. In this case you will need to re-order if you still want the goods.
Deliveries to a residential address will be attempted once. If the customer is not available to sign for the goods on the date the delivery is due, the driver will leave a calling card. starting the goods will be taken back to the depot and held there until the customer contacts them to arrange delivery. If a customer does not contact the depot within 3 – 5 days, the goods will be returned to sender.
What happens if I want to cancel an order?
Please inform us immediately by phone on 0844 546 7777 In order to be able to offer you a next day delivery service, in most cases your order will already have been sent to the warehouse. This means that unfortunately it is not possible to cancel your order including those orders where delivery is being made to a Staples retail store for customer collection.
All we can suggest is that you do not accept the goods on delivery, but return them to the driver straight away. In the event that you had chosen to have your order delivered to a Staples retail store for customer collection, we will contact the store on your behalf to inform them that delivery must be refused or if store delivery has already been made but the goods not yet collected by you, we will arrange for the goods to be collected from the store and returned to our warehouse before issuing credit.
If delivery has already been accepted, please contact us at CustomerSupport@online.staples.co.uk. We will arrange for the goods to be collected.
We are sorry, but in the situation where a Click & Collect order was placed for delivery to a Staples store and you have already collected the goods it is not possible to subsequently return the goods to the store. Please instead contact us at CustomerSupport@online.staples.co.uk and we will arrange for the goods to be collected from you.
With Staples OrderCare you can return unwanted items to us anytime within 12 months of purchase, for whatever reason. We will even collect the items free of charge. Just call 0844 546 7777 to arrange your free collection and credit. However, if you are returning unwanted items between 3 and 12 months since your order, that are not in a resaleable condition, we reserve the right to charge a minimum restocking fee of £15 or 20% of the item’s selling price. OrderCare also allows you to return those products excluded from our standard policy such as laptops, selected business machines and software (provided they are unopened and unused only), however please note these must be returned within 7 days. Food and drink, made-to-order and personalised items are non-returnable at any time. OrderCare is included on your order and a small nominal summ will be added to your invoice. OrderCare is an optional benefit; if you would prefer to just receive our basic returns service, please advise at the time of order or follow the on screen instructions in the checkout if ordering online.
If you choose not to take advantage of our OrderCare no-quibble, 12-month free returns, you can still return unwanted items within 30 days of delivery or for ordered goods that were collected from a Staples retail store, within 30 days of their customer collection.
If you are unhappy with your purchase, please get in touch. Unless faulty, this should be within 30 days of your purchase. Please be aware that any unwanted item, unless faulty, should be returned in a re-saleable condition. This means that you should have kept all original packaging, labels, and the product is undamaged by you, and unused.
For Technology products:
1) The product must be restored to factory settings and must have all personal data cleared, wiped, and deleted - Including but not limited to:
a. Any usernames or passwords or other security settings
b. Any software installed on the device which was not pre-installed from factory
c. Any personal documents, music, video, images, or other media files which were not present at point of sale
d. Any saved user data within internet browsers including but not limited to:
e. Automatic login information, email addresses, saved passwords, etc.
2) The product must be returned with all original packaging, including:
a. Any accessories included with the product such as power cables, USB cables, cases or covers, headphones, kettle leads, and any other accessory which was present in the product packaging at point of sale
b. Any and all user documentation such as instruction manuals, warranty leaflets, advertisement documents, license keys or keycards, and any other paperwork which was present within the product’s original packaging at point of sale.
3) The product(s) must be returned in full – if it has been purchased as part of a group, multi-buy, when bought with, or bundle offer – all products purchased as part of that individual product sale must be returned
a. For example, if a bundle of a Laptop, Laptop Bag, Mouse, Keyboard, and Software was sold – in order to be eligible for a refund in full, all components to that bundle must be returned simultaneously.
4) All the above criteria must be met in order for a refund to be issued.
5) Please be aware that we are unable to cancel, refund, or exchange the following products:
a. Products which have been personalised for you such as stationery, or gifts.
b. CD’s, DVD’s or Computer software which has been unsealed by you
c. Food and Drink or other perishable items (Due to health and safety regulations)
All credits exclude original delivery charges, if applicable.
Orders outside the UK
Staples.co.uk currently delivers within the UK mainland, Scottish Highlands and Islands, Northern Ireland, Channel Islands and the Isle of Man.
For other countries, please click on the links at the bottom of the page.