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About Lyreco

Lyreco is more than just a workplace solutions company. We partner with our customers to drive performance, from savings to sustainability.

FAQ

FREQUENTLY ASKED QUESTIONS

Lyreco does a lot, from selling thousands of products to delivering a range of services. And any given product delivery or service may have multiple stages. As such, there are lots of frequently asked questions.

To help you find the answer to your question, we have split this FAQ into the following sections:

COVID-19 FAQ

Our drivers will continue to make deliveries. Our 24-hour delivery commitment will be mainly unaffected at this time, however, there may be some deliveries that will move to 48-hours.

To protect the health and safety of our employees and customers, we will only be making desktop deliveries where the safety of our delivery drivers permits it. We will continue to deliver to business and home addresses. Our drivers will no longer request a signature on delivery and will sign on your behalf, allowing us to maintain social distancing guidelines for both your and our drivers’ safety.

To support our customers in creating a functional home office, we now offer home deliveries. To learn more contact your Lyreco Account Manager.

If for any reason you are unable to accept a delivery, we will try to deliver the next working day. If the second delivery attempt fails, your order will be cancelled.

No. Our deliveries do not require a signature at this time and our drivers will validate and sign on your behalf. Our deliveries are made contact-free to ensure adequate social distancing and our drivers are adhering to a strict hygiene policy. We will not leave paperwork unless specifically requested.

Yes. All our drivers are trained in dynamic risk assessments which means once they arrive on site, they assess all the potential risks and then apply appropriate mitigations to reduce said risks. This thorough assessment now incorporates COVID-19 considerations.

As well as our rotational employee planning, we also have a number of contingency delivery options including 3rd party carrier partners which we will deploy if and when required, to ensure our customer delivery requirements are met.

Our UK customer service team are available from Monday to Friday from 9:00am – 5.30pm on 08000 85 85 85.

For our Irish Customers – The customer service team are available from Monday to Friday from 9.00am – 5.30pm on 1800 88 22 76

Stock levels FAQ

We communicate our stock position regularly to ensure that we can meet frontline demand. For all other customers, our webshop has our live stock availability so you can view stock quantity when ordering. If an item does go onto backorder, you will get an automated email advising of this. If your backorder date moves then we will notify you as soon as possible.

Account and payment FAQ

Opening an account with Lyreco is quick and simple. Please use our registration form below: 

UK

For UK businesses, you can register and create an account online in minutes.  

An account will be created immediately and you will be able to purchase items and pay for them via credit or debit card.

Ireland 

Once you have completed the form, one of our local representatives in your area will be in touch within 24 hours to discuss your individual requirements and see how Lyreco can support you.

To access your Lyreco Webshop account, click ‘Log in’ which is situated on the top left side of the screen.

UK Webshop Login

Irish Webshop Login

Once we have set your account up, if it’s an invoicing account, we will automatically send you monthly PDF invoices if we are provided with an email address.

Online you can also view all your invoices and payments using the Lyreco Safe.

The Lyreco Safe is a portal that allows you can access all your invoices, as well as view and manage your payments. It also allows free online archiving for the legal archiving period.

To set up your Lyreco Safe, contact Customer Care to request access.

You can contact Customer Care via the following:

  • Phone: 08000 85 85 85* (UK) and 1800 88 22 76* (Ireland)
  • Email: send your request to CustomerCare.WISE@lyreco.com 

Once you are set up you will receive an email with the log in details and a link to the Lyreco safe log in page.

*Please have your account number to hand for faster processing

Yes. Using our flexible payment options you can pay via card for individual purchases or choose a credit/debit card to pay the invoices on your account.

For accounts with flexible payment options: on your webshop account, select your preferred method of payment at the checkout from the options provided – ‘Trade Account’ or ‘Credit Card Payment’.

If you would like to pay by card, click ‘Credit Card Payment’ and enter your details. You can save the details for your next payment for a quicker checkout. A receipt for the payment will be sent to your registered address.

If you would like to discuss converting your account from credit card only to an invoicing account for more flexibility, please contact Customer Care.  

You can contact Customer Care via the following:

Phone: 08000 85 85 85* (UK) and 1800 88 22 76* (Ireland)

Email: send your request to CustomerCare.WISE@lyreco.com 

*Please have your order number or account number to hand for faster processing

Once you have returned an order to us that is not suitable or no longer required, you will receive credit back on your account, provided it meets the returns criteria.

If you have paid by credit/debit card, the credit value will be refunded back to the card used to make the purchase.

You can send remittance advice to the following addresses for UK & Ireland:

Postal address: Lyreco UK Limited, PO Box Oakengates 468, Telford, Shropshire, TF2 7WR

Postal address: Lyreco Ireland, Customer Services, Unit 41 Parkwest Industrial Park, Nangor Road, Dublin 12

You can contact Customer Care and pay your invoice by debit or credit card over the phone.

Phone: 08000 85 85 85* (UK) and 1800 88 22 76* (Ireland)

*Please have your account number to hand for faster processing

BACS – Lyreco’s bank details are:

  • UK:

Barclays Bank PLC

Barclays Business Centre

PO Box 3333

15 Colmore Row

B3 2WN

Account Name Lyreco UK Limited

Sort Code 20 07 71

Account Number 20608793

 

  • Ireland:

Barclays Bank Ireland Limited

2 Park Place

Hatch Street

Dublin 2

Ireland

Account Name Lyreco Ireland Limited

Sort Code 99 02 12

Account Number 41407702

Our standard payment terms are 30 days.

Delivery FAQ

It is not currently possible to choose a time slot for your delivery. The delivery will take place between 9:00am and 5:30pm the next working day*.

*Working day is Monday to Friday

You can find proof of delivery on the Lyreco webshop.

Click on ‘My Dashboard’ and then click on ‘My Documents’. From here you can select a ‘Copy of your delivery note’, ‘PDF Proof of Delivery’ or ‘Invoice / credit note’.

You can retrieve a copy of the proof of delivery by entering the nine-digit delivery note number or the Lyreco order number. If you do not have this information then you can select the date range for the delivery.

Once you have clicked the ‘search’ button you will see the proof of delivery. You then have the option to input an alternative e-mail address to receive a copy of the document. Click the request button and the document will be sent to you via email.

For recent PODs please allow 48 – 72 hours for Lyreco to have received the scanned copy.

Unfortunately, Lyreco UK and Lyreco Ireland are unable to deliver orders to an international address.

Currently we do not offer order tracking facilitates.

Visit ‘My Dashboard’ and then click ‘Order history’ to see your order status and at what stage of the order cycle it is at. This includes the status of any approvals that may be required for that order prior to being submitted to us.

If your order value is over £30/€30 (Southern Ireland) then we provide free next working day delivery for items that are in stock and subject to location. Items shipped directly from a supplier, including some furniture items, will be delivered within 5 working days.

For orders under £30/€30 then there is a £2.90/€2.90 minimum delivery charge. 

Deliveries to home addresses will be charged £2.90/€2.90

Our standard delivery times take place between 9:00am to 5:30pm on the next working day*, subject to your account conditions.

This excludes direct delivery and some furniture items.

*Working day is Monday to Friday

The driver will attempt to deliver your order to the address given and will obtain a signature on the delivery note if the contact person is unavailable. This is required for proof of delivery purposes.

If the driver is unable to access the address/premises, then the order will be returned to Lyreco and a credit returned to the account.

Unless otherwise stated, products are delivery only and will not be assembled. Full instructions are provided.

However, we can offer an installation service for some products. This will be indicated either on webshop or in the catalogue when you see one of the following icons:

Installation service available. Contact Customer Care to place the order for you with delivery and installation service. If you require this service, it will be at an additional cost to the order.  

Self-assembly. Item comes with full instructions on how to self-assemble.

Returns FAQ

You can arrange to return items through the webshop provided they were ordered within the last 30 days and do not contain any non-returnable items such as special orders, furniture, foodstuffs, etc. Orders that have not been delivered can not be cancelled using this method.

To do this via the webshop follow these steps:

  • Click on order history.
  • In the order date column one of the below date columns will be displayed:
    •  Returns are possible

The customer can click this icon and they will be taken to the returns feature within the webshop.

  • Returns not possible via webshop

An online return is not possible because the order is over 30 days old, the items have not been delivered yet or the order contains only non-returnable items.

  • Return already performed

An online return is not possible for this order because returns already exist on this order. The customer should contact Customer Care.

  • One of our drivers will then be out to collect your items in their original, unopened and undamaged packaging within 5 working days.

Please note, the Lyreco driver reserves the right to refuse returns should they not be in their original packaging when it has been stated they are (unless item is faulty or damaged).

If you are unable to arrange the return via webshop, please contact our Customer Care Team who will be able to assist with your request.

You can contact Customer Care via the following:

  • Phone: 08000 85 85 85* (UK) and 1800 88 22 76* (Ireland)
  • Email: send your request to CustomerCare.WISE@lyreco.com 

*Please have your order number or account number to hand for faster processing

To arrange delivery and collection of your shredding bags, please contact Customer Care or place the order directly through your webshop.

To order shredding bags, please use product code 5.434.582. These come in a quantity of 5 and can be ordered independently.

When the shredding bags are full, either call Customer Care to arrange a collection or place a collection order online on your webshop using the following product code: 99.996.487. Up to 7 bags can be collected by one of our drivers.

Don’t forget to add the above code to your order to request more bags to be sent out.

You can contact Customer Care via the following:

  • Phone: 08000 85 85 85* (UK) and 1800 88 22 76* (Ireland)
  • Email: send your request to CustomerCare.WISE@lyreco.com 

*Please have your order number or account number to hand for faster processing

Lead time: Anything over 7 is up to 3 weeks, 7 or less is 5 working days

Shredding bags are self-sealed now and don’t require any tags. For seal, please email to CustomerCare.WISE@lyreco.com 

Goods can be returned within 30 days of purchase, providing they are not non-returnable items such as special orders, furniture, foodstuffs etc. The goods must be in their original and unopened packaging if you wish to return them.

Products on the webshop and in the catalogue that display the following icon are non-returnable . This can be found in the ‘details’ section of the product information.

Orders

It may be possible to cancel your order if you have not yet received a confirmation e-mail from the webshop or the item is on backorder and has not yet been shipped.

If your order matches the above criteria, please contact Customer Care:

 

You can contact Customer Care via the following:

Phone: 08000 85 85 85* (UK) and 1800 88 22 76* (Ireland)

Email: send your request to CustomerCare.WISE@lyreco.com 

*Please have your order number or account number to hand for faster processing

It is not possible to change your order after it has been submitted & processed by us.

If you wish to cancel an order, it may be possible if the following criteria is met:

  • If you have not yet received a confirmation e-mail from the webshop
  • The item is on backorder and has not yet been shipped.

Please contact Customer Care on the following numbers if this is the case:

Phone: 08000 85 85 85* (UK) and 1800 88 22 76* (Ireland)

*Please have your account number and delivery address to hand for faster processing

We can deliver to an address other than the one on your account either as a one-off or regular delivery address.

You can now have your order shipped to your home address. Simply pick the ‘ship my order to home’ option at the checkout screen on the webshop and input your residential address.

Visit our Webshop User Guide to find out more about a host of other useful features and tools to get the most out of your webshop experience with Lyreco.

If you require a dedicated delivery address to a commercial premises, please contact our Customer Care team:

You can contact Customer Care via the following:

Phone: 08000 85 85 85* (UK) and 1800 88 22 76* (Ireland)

Email: send your request to CustomerCare.WISE@lyreco.com 

*Please have your order number or account number to hand for faster processing

Placing your order is simple. We have multiple ways to order to suit your requirements:

  • Via webshop:

Log into your webshop account, browse products online and place your order quickly and easily.

  • Via email:

UK – Send your required product codes and quantities and/or your normal order form to corporate.orders.uk@lyreco.com  

Ireland – Send your required product codes and quantities and/or your normal order form to sales.ireland@lyreco.com 

  • Via phone:

UK – call us on 08000 85 85 85* and place your order with our Customer Care team.

Ireland – 1800 88 22 76*. 

Orders can be place over the phone from Monday to Friday, between 8:30am to 5:30pm. Please note our offices are closed on Bank Holidays.

*Please have your account number and delivery address to hand for faster processing

If you require an item that’s not available in the Lyreco catalogue, click here to check our Extended Range website.

If you are still unable to locate the item, please contact our Customer Care team and we will do our best to source the item for you, providing you with a quote and lead time for delivery.

You can contact Customer Care via the following:

Phone: 08000 85 85 85* (UK) and 1800 88 22 76* (Ireland)

Email: send your request to CustomerCare.WISE@lyreco.com 

*Please have your order number or account number to hand for faster processing

When ordering standard catalogue items, you can select a delivery date* before you submit your order on the webshop. However, once an order has been placed it’s not possible to amend the delivery date further.

Unless otherwise stated, or in certain parts of Ireland, standard delivery will be between 8:30am and 5:30pm on the next working day**

Same day delivery may be possible in some circumstances, but these will incur additional courier charges depending on delivery size and location. Please speak to our Customer Care team to find out if this is available for your order.

*Excludes direct delivery and furniture items

 

**Working day is Monday to Friday

Orders under £30 will be subject to a minimum delivery charge of £2.90.

If you have placed your order via webshop or emailed your order to either corporate.orders.uk@lyreco.com or sales.ireland@lyreco.com then you will receive an email confirmation and an order reference number.