Help & FAQ

For specific customer Help topics please see our FAQs below.

For technical website help, please contact Customer Systems Support.

For all other contacts, please see our Contact Us section.

General

1Do you sell direct to consumer?
Spicers is a trade only wholesaler, you will need to become a reseller or buy through a reseller to access our products and services.
2How do I become a customer?
If you are interested in becoming a Spicers re-seller, please click here to complete our contact form. Our New Accounts Team will then be in touch to discuss the next stages of processing your request.
3How do I check my pricing?
Your cost prices can be accessed through Spicervision. If you have not registered or need a reminder of your log-in details, please contact our Customer Systems Support Team.
4How do I get a price file to load into my backoffice system?
Please contact our Customer Systems Support Team advising them of the system you are using.
5My invoice is incorrect, who should I contact?
Please contact your local Customer Service Team who will investigate your query.
6Do you have a customer portal, if so how do I get access?
Our reseller portal is called Spicervision, you can register to use it by contacting the Customer Systems Support Team.
7How can I change my contact details?
Please contact your local Customer Service Team who will update your details.
8How can I qualify for Contract Support?
You must meet certain criteria to access this service. Please contact your Spicers Account Manager for more information.
9How do I become a Brilliant Partner?
In order to qualify as a Brilliant Partner, you must meet the below criteria: - You spend >£20,000 per month with Spicers - 5 Star represents >10% of your purchases - You place >80% of your wholesale purchases with Spicers - Your No Longer Required Returns are <3% - You place >85% of your business electronically - You order >100 January catalogues and market our full range - You adhere to our T&Cs, including payment to agreed terms - You want to grow Please click here to contact us for further information.
10Are you ISO accredited?
Spicer is ISO4001 and ISO9001 accredited. For more Information on our environmental and corporate policies please click here.
11Do you have a Corporate Social Responsibility (CSR) Policy?
We understand the need and importance of our role within Corporate Social Responsibility, please click here for our full policy.
12How long are products guaranteed for?
Our standard product guarantee is 12 months, however there are a number of products that fall under different warranties. Please visit Spicervision for the complete list.

Ordering

1How do you accept orders?
There are a number of methods you can place an order with Spicers. Our preferred route would be through EDI or Spicervision; alternatively you can place your order over the phone or via email by contact your local Customer Service Team.
2Can I change my delivery address after placing an order?
Depending on how you placed the order, there may be an opportunity to change your delivery address, please contact Customer Service immediately.
3I have received notification that an item is out of stock, will it be reordered automatically?
The item will automatically appear on your backorder report; we will send the item as soon as stock arrives. If you do not currently receive a back order report, this can be requested by contacting Customer Systems Support. You do have the option of cancelling through Spicervision or by contacting Customer Service.
4I have ordered the wrong product, how can I return it?
You can arrange this by using Spicervision or by contacting Customer Service. Please be aware there are exclusions within the policy. The request must be made within 15 days of receipt and the goods, must be unused and undamaged and in their original inner and outer packaging. Please note a handling charge of 20% of the invoiced value of the goods.
5I have received a faulty/damaged product, what should I do?
If goods are damaged or faulty, you must request collection within 3 working days of receipt and the goods must be returned within 15 days. You can arrange this by using Spicervision or by contacting Customer Service. If your product is faulty and still under warranty please refer to Spicervision to check the terms of the warranty, and the next steps you should take in this instance.
6How do I order from the Limitless range?
The Limitless range can be ordered in the normal way, however please note delivery lead times are up to 10 days, and goods are non-returnable.
7What is the minimum order value for Specials?
There is no minimum order value, however your monthly spend with us must hit £2k a month.
8I have the opportunity of a large order, who can I contact for an improved price?
Our team can quote for bulk orders over the value of £500, contact us using our Quote Me Now form.
9How do I progress a quotation into an order?
Please have your quote number to hand and contact Customer Service who will process your order.
10How do I access a backorder report?
You can access this directly through Spicervision or by contacting Customer Service for further information. Or you can request a daily automated report from the Customer Systems Support Team.
11Is there a way to check stock online?
You can visit Spicervision to check product stock levels, which are updated in real-time. Alternatively contact Customer Service for further stock information.
12Can I order a product that is not featured in your catalogue?
Our Specials team are experienced in sourcing a wide variety of niche products. Please contact them here with details of your request.
13How can I find an alternative product, for an item that is out of stock or discontinued?
You can visit the Spicervision and use the product search facility to view alternative product options. Or please contact Customer Service for further information.

Deliveries

1My delivery has not arrived, who should I contact?
Please contact us here and we will investigate your order further.
2Can I track my delivery?
For our parcel deliveries serviced by our partner carrier Fed-Ex, there is an online service that can be accessed through Spicervision or you can access it here. Fleet delivered orders cannot be tracked online, although our Customer Service teams will be able to assist with estimated delivery schedules.
3Can I have multiple delivery addresses?
There is a facility to have multiple addresses under one account, please contact Customer Service to arrange for this.
4There is no delivery note with my order, how can I get a copy?
Please contact Customer Service who will arrange a copy to be sent to you.
5I have received the wrong product, who should I contact?
Please contact Customer Service who will deal with your issue.
6There is shortage on my delivery, who should I contact?
Please be aware orders could be split across multiple boxes or in different deliveries. However if there is a shortage in your delivery please contact Customer Service who will deal with your shortage issue
7Can you deliver direct to my customer?
If you are ordering through Spicervision, simply select ‘Type T’ for standard next day service or ‘Rapidline’ for same day delivery. Alternatively please contact Customer Service and ask them to assist you with delivering to your end user.
8What are the delivery costs for delivering direct to my customer?
The costs for delivering using our third party Fed-ex service are. Standard Next Day: £8.80 per order Two Man Furniture & Large Item Delivery: £40.00 per order Boxed Chairs: £5.65 per order Business Machines: £3.95 per order Pre-10am: £18.95 per order Pre-12noon: £13.60 per order Standard Type T to Highlands and Islands: £27.85 per order For Rapidline same day deliveries please contact our Customer Service Team with the details of the delivery location for a quotation.
9My customer has not received their order directly, who should I contact?
Please contact Customer Service who will deal with your issue.
10Are direct deliveries to customers, next day?
The standard service is next day, however we can also offer our ‘Rapidline’ service for same day delivery. Please contact Customer Service for further details.
11The free promotional item has not be delivered, who should I contact?
Please be aware orders could be split across multiple boxes or in different deliveries. However if your promotional item is still short, please contact the Customer Service Team who will deal with your issue.

Marketing

1What marketing tools are available to me?
Spicers have developed a full marketing plan, with a suite of tools for you to win new prospects and grow existing sales. Please visit our Marketing page or contact our Marketing Team for further details.
2How can I get more information on marketing publications?
3How can I order publications from you?
You can order printed publications through our dedicated website here.
4How can I register for Click-n-Print?
You can create your our account free of charge here. We also offer a 30-day free trial for the email module.
5How can I reset my password for Click-n-Print?
You can reset your password here.
6How can I change my overprint details for publications and templates?
Please contact us here with your new logo and the address, email and phone numbers you wish your customers to use. Your logo needs to be sent to us as either as a high res PDF 300 dpi or high res jpeg. Please note that images taken from the websites will be low res and are not good enough quality for printing purposes.
7Who should I contact for Click-n-Print queries?
Please contact our Marketing Team for further details.
8How can I re-subscribe to marketing emails?
Please contact our Marketing Team who will add you back to our mailing list.
9Are the publications available digitally?
A number of our printed catalogues are also available in a digital version. Please contact our Marketing Team for further details.
10I need product information for my Website and Back office system, can you help?
You can register for the Spicers e-catalogue. Read more about the options and sign up here.
11Is there a list of promotions available?
Please contact us here with your Spicers account number and we will be happy to send a list of our quarterly promotions.
12My Oscarnet site is not functioning correctly, who do I contact?
Any problems relating to Oscarnet, please contact our Customer Systems Support Team.