• Service Update

SERVICE UPDATE

PRICE CHANGES

At Consortium we are committed to delivering great value for our customers by providing market leading pricing. Due to the continuing impact of the global pandemic and the additional impact of the war within Europe we are currently facing unprecedented cost price increases from our suppliers. Raw material prices are increasing at previously unseen rates and the cost of delivering goods - both container costs and UK distribution costs are significantly inflated and are expected to remain so for some time. This has resulted in the need to make the difficult decision to increase some of our prices in order to ensure that we can provide the same high quality to which we are committed. In every instance we have tried to minimise increases and ensure that we can continue to support our customers with the best possible value. We continue to monitor competitive prices weekly in order to bring you the lowest possible market prices during these unprecedented times.

In addition to the inflationary pressures impacting our supply chain we continue to experience disruption in stock availability and manufacturing lead times. We are working closely with our suppliers to minimise the impact for our customers. You may experience a delay in receiving some items as our supply chain navigates the challenging market conditions and our customer service team will make every effort to ensure that you have the most up to date availability and delivery information at the point of order.

CORONAVIRUS & SERVICE INFORMATION FOR OUR CUSTOMERS

During this unprecedented time, our number one priority is keeping our customers and our colleagues safe. To do this we are following government guidelines and have adapted our business to reflect the current recommendations.

We wanted to reassure you that we are open as usual. Our contact team are here you help with any queries and are currently working safely from home. You may hear the occasional child speaking or dog barking so please be patient with our team. We have compiled a few frequently asked questions to help support any enquiries you may have.

CORONAVIRUS FREQUENTLY ASKED QUESTIONS

FOR A FULL LIST OF CORONAVIRUS SPECIFIC FAQS PLEASE CLICK HERE.

Q: - Which areas of your business are currently closed?
All areas of our business are operating as usual. However, our contact team are currently operating between 9am-5pm

Q: - What is happening with my outstanding orders?
Should an item be out of stock when ordered, we will despatch as soon as the item becomes available. Should you need to contact us regarding an outstanding item please either give us a call or drop us an e-mail.

Q: - Can you guarantee the items in my order will not be contaminated?
As with anything else we would advise that you follow the guidelines published by the World Health Organisation or the UK Chief Medical Officer. We can advise that all our Distribution Centre colleagues are adhering to government guidelines for social distancing and health and safety and that our carrier network are also complying with government guidelines which include retreating to two metres away once they have knocked on the door and will not ask for signatures but take a name as proof of delivery.

Q: - What are the current delivery time scales?
Nothing has changed with our delivery service. Our standard delivery time for in stock items is 2 – 3 working days and next day delivery is available upon request.

Q: - Will your returns policy change?
We have no plans to change our returns policy. We understand how challenging a time this is and that you may not always be able to reach out to us within our given timescales, we will be as flexible as possible and will work with you to resolve any issues.

Q: - What is your Social Distancing Policy?
Currently all our carriers are providing contactless deliveries and will leave an advice note to arrange an alternative date if you are unavailable at that time.


DELIVERIES AND ORDER FULFILMENT

FOR MORE INFORMATION ON OUR DELIVERY POLICIES PLEASE CLICK HERE.

We are still delivering your orders however it may take us a little longer than usual due to the additional safety measures we have implemented within our Distribution Centres and because of how busy our network of carriers are due to current circumstances.

Consortium Delivery Schedule
  • Next Day Delivery: Available on in stock items for orders placed on the telephone
  • UK Standard Delivery Service:Up to 5 working days
  • International Delivery Service: As agreed at point of order

FAQs

Q: - What are your current delivery times?
Our standard delivery time is 3-5 working days, we offer next day delivery on stocked items for orders placed on the telephone. The order needs to be placed before 2pm. If your item is coming directly from our supplier lead times may vary as some items are made to order. Your order acknowledgement will state expected due date.

Q: - Are direct deliveries delayed?
We are experiencing a small number of delays on items that are shipped directly from our suppliers and we are working closely with them to minimise any impact to our customers. If you need an update on your order, please contact our customer service team.

Q: - Where is my order acknowledgement?
Customers will receive an order acknowledgement for each order processed advising of stock availability at point of order. Where expected despatch dates change, our customer service team will be in contact with you.

Q: - How do I confirm my delivery address when placing an order?
At point of placing your order please check that the expected delivery address is correct and that you are open to take delivery.

Q: - Can I choose a specific time of day to take delivery?
Our carriers are unable to deliver at specific times of the day. They do not carry mobile phones and are therefore unable to call ahead of delivery.

Q: - Do you charge for deliveries?
For deliveries in the UK (excluding the Highlands, Islands and Northern Ireland) only, inclusive of standard delivery charges. You may opt for our next day delivery service which may incur additional charges.


CUSTOMER SERVICE AND CONTACTING US

FOR MORE INFORMATION ON CONTACTING US PLEASE CLICK HERE.

We are open with our contact team safely working from home. You may hear the occasional dog barking or child talking but we are here for you! If you prefer to contact us via email, please allow 24 hours for us to get back to you. We are open 09.00 – 17.00 Monday through to Friday.

FAQs

Q: - When is your contact centre open?
We are happy to assist you, please feel free to call us, we are currently open 09.00 – 17.00 Monday through to Friday.

Q: - How do I get in touch with you?
You can get in touch Via email or telephone between 09.00 – 17.00 Monday through to Friday.
Email: [email protected]
Telephone: 0800 298 6239

Q: - How quickly can I expect a response to my query?
We are working to respond to all emails within 24hours.

Q: - I need a copy invoice; how do I request one?
Please email your request and we will respond within 24hours.

Q: - I need to return my items; how do I do this?
Please call or email our team who will be happy to assist you. Please provide order number and reason for returning items e.g., faulty, damaged, not suitable, no longer required. We may ask for pictures, so please be prepared, as this speed up resolution.

Q: - I am waiting for a refund, when will I receive this?
Once your return has been processed please allow up to 5 working days for the money to show in your account.


RETURNS AND REFUNDS

FOR MORE INFORMATION ON OUR DELIVERY POLICIES PLEASE CLICK HERE.

Our returns policy remains the same, please refer to the ‘Cancellation and Returns’ statement within our T&C’s. We understand how challenging a time this is and that you may not always be able to reach out to us within our given timescales, we will be as flexible as possible and will work with you to resolve any issues. https://www.consortiumeducation.com/legal/terms-and-conditions

FAQs

Q: - How long do I have to report a fault, damaged or unsuitable item?
14 days from receipt of goods

Q: - How do I report a fault, damaged or unsuitable item?
You can do this by e-mail ([email protected]) or by contacting our Customer Service team on 0800 298 6239

Alternatively fill out our online form here : https://www.consortiumeducation.com/customer-service/returns-form

Q: - What happens after I have contacted Consortium?
We will arrange a convenient date with you for the item(s) to be collected and returned. Once the item(s) have been returned back to us and inspected; we will either issue you with a replacement items(s) or credit your invoice account or refund the card that was originally used to place and which paid for the order. All goods must be returned in the original and undamaged packaging.

Q: - Is there a cost associated with returning items?
There is no cost incurred when returning most of our items, except for furniture items. All furniture items that are no longer required but are reported within 14 days of delivery will incur a 20% handling and carriage return charge.

Q: - How do I return items that are Direct Delivery?
For the return of items that are Direct Delivery, please contact our Customer Services team on 0800 138 1370 or by email.

Q: - Are there any circumstances in which items that cannot be returned?
Yes, We are unable to accept returns of Apple products, Software, Personalised Products and Made to Order items for reasons other than being faulty or where damaged upon delivery.


STOCK AND AVAILABILITY

Q: - What is your current stock & availability?
We offer more than 25,000 items with good availability across most of our range. In some instances, due to manufacturing or transportation delays we may not be able to fulfil your order immediately. If this is the case, we can assist you in finding an alternative item, or if you are happy to wait, your item will be dispatched as soon as stock becomes available. If you require support in identifying alternative items, please contact our customer service team.

STAY SAFE & HOME LEARNING RESOURCES

We understand these are unprecedented times and keeping children and staff safe as they return to school is a priority.

Q: - Where can I find resources to help me provide protective measures in schools?
We have created a new range of products to help keep children as socially distanced and help limit the risk of virus transmission where possible whilst at school. Shop the range here.

Q: - Do you have any online resources to help Children Learn from Home?
Yes, we have a range of downloadable activities ranging from Early years to Key Stage 2. Take a look here.


Delivery & Returns
Coronavirus FAQs
Contact Information