Help & Advice
When is your contact centre open?
We are currently open 08:30-4:30 Monday through to Friday. Please contact us at orders@kcs.co.uk or call 0808 281 9440 where our friendly customer experience team will be happy to help you.
How quickly can I expect a response to my query
We endeavour to respond to all correspondence within 4 hours of receipt.
How can I place an order?
You can place an order online by adding the products you require to your basket, then proceeding to the checkout by either purchasing as a guest, or by creating an account.
You can also order by emailing orders@kcs.co.uk with the products you wish to purchase, along with contact information for payment and delivery details.
You can also call 0808 281 9440 to speak to a member of our friendly customer service team, to place your order over the phone.
How can I return an item?
For all stock items, please contact KCS to arrange a collection on 0808 281 9440 or email orders@kcs.co.uk within 7 days of receipt of your order, where we will be happy to assist with your query. Once the return has been processed, you will receive a return label for the goods. For Items that are delivered directly by one of our suppliers, please contact KCS to arrange the return. Returns for direct items may incur a handling charge at the discretion of the manufacturer. Please note all goods must be returned unopened and in their original packaging.
What is a lead time?
A lead time is the estimated time taken from the date the order was placed until delivery. To view the lead time for items, you can click on 'Additional Information' on the tab alongside the product description. If you have any further queries regarding the lead time of a product, then please do not hesitate to contact us and we will do all that we can to assist.
What is direct delivery?
An item available for direct delivery, which may also be known as a 'direct item' means the item is delivered straight from the supplier, and is not processed through the KCS warehouse.
I have products on back order, when will I receive them?
Please contact us on 0808 281 9440 or email orders@kcs.co.uk with your query and we will check your order and give you a more precise delivery date.
Where can I find a copy of an invoice?
Please call us on 0808 281 9440 or email orders@kcs.co.uk with the invoice number or order details, and we will be happy to request this on your behalf.
Why have I been invoiced for a replacement item?
In the unfortunate event that you require replacement goods, you will receive a credit note for the original goods to offset the original invoice. The replacement goods are then chargeable, and will be invoiced upon dispatch.
Where can I find up to date price information?
Please call us on 0808 281 9440 or email orders@kcs.co.uk with the invoice number or order details, and we will be happy to request this on your behalf.
How do I delete or change a user on our web account?
To delete a user, please email orders@kcs.co.uk with your account number and the name of the person you wish to delete and we will get this actioned for you.
To change a user, please email orders@kcs.co.uk with your account number and details of the amendment you would like to make, and we will get this actioned for you.
The product code I would like to order is not showing on the website?
The website shows all of our current product range. Should the product code you would like to order not appear in our search bar, please call us on 0808 281 9440 or email orders@kcs.co.uk where we will look into this for you and suggest alternatives if necessary.
Restricted Items
Legislation prohibits the sale or supply of certain items to people under the minimum legal age. These items include: Offensive weapons (knives, knife blades, razor blades, etc.)
KCS will not supply these items to individuals under the age of 18. An account will be required to purchase restricted items, and therefore restricted items will not be available to order through our guest checkout. If you have any further questions regarding these products, please call us on 0808 281 9440 or email orders@kcs.co.uk.
I no longer wish to receive marketing information, what should I do?
Please email orders@kcs.co.uk or call us on 0808 281 9440 where we will take the relevant action for you.
Orders
How can I place an order?
You can place an order online by adding the products you require to your basket, then proceeding to the checkout by either purchasing as a guest, or by creating an account.
You can also order by emailing orders@kcs.co.uk with the products you wish to purchase, along with contact information for payment and delivery details.
You can also call 0808 281 9440 to speak to a member of our friendly customer service team, to place your order over the phone.
How do I set up an online account as a new customer?
You can set up an online account as a new customer by completing our online form available here.
Alternatively, please contact us on 0808 281 9440 or by E-mailing orders@kcs.co.uk and our customer services team will be happy to assist you with this.
How do I set up an online account as an existing customer?
If you're an existing customer and would like to order online then fill out our form available here. If you're having problems getting online, contact us on 0808 281 9440 or by E-mailing customerexperience@kcs.co.uk and our customer services team will be able to enable your account.
How do I set up a credit account?
Setting up a credit account allows you to benefit features such as 30-day invoicing, scheduled delivery dates, receiving a dedicated account manager, personalised pricing, multi-user logins, and staged order approval. Please complete this online registration form to request a credit account . We will endeavour to get your account set up and ready to order within 24 hours of registration.
Can I use the site to place regular orders without inputting all the details each time?
If you know your user name, click here and enter your email address to reset your password. If you have forgotten your user name or are unsure about logging in, contact us on 0808 281 9440 or orders@kcs.co.uk.
Can I use the site to place regular orders without inputting all the details each time?
Regular orders can be saved as shopping lists and added to the basket when you need them. You can find your shopping lists under My Account. Alternatively you can reorder from a list of your previous online orders.
Can employees set up orders for the management to approve at a later time?
Yes, you can set up an approval hierarchy across account users where Purchasing staff can submit orders for approval by Approvers or Administrators. This is controlled in the My Account area under Account Users.
How can I amend my order after I have placed it?
To make amendments to your order, please contact us as soon as possible by emailing orders@kcs.co.uk with the order details and amendments you would like to make. Alternatively, please call us on 0808 2819 440 where we will be happy to help and advise you on this. To amend a delivery address for you order, please contact us as soon as the order is placed to avoid any delays to your delivery.
How do I cancel my order?
To cancel your order, please contact us as soon as possible by emailing orders@kcs.co.uk with the order details and amendments you would like to make, or call us on 0808 2819 440 where we will be happy to help and advise you on this.
How can I order catalogues?
To order catalogues, please complete our online form, available here.
Delivery
Can I request a specific delivery day?
A specific delivery day can be requested at the Checkout. This is subject to the type of products ordered and their stock status as well as supplier lead times. We cannot specify delivery dates for products delivered directly from suppliers (including furniture).
Can I arrange for products to be delivered to an alternative address?
Alternative delivery addresses can be set up for your account, but must be registered to the business or establishment.
How long will it take for my order to be delivered?
We offer free next day delivery for orders for stocked items of £20 or more (excl VAT) placed by 12pm. Specially ordered products that are delivered directly from one of our suppliers may take up to three weeks to be delivered. Please see the additional information section of the product on our website for the lead time. To clarify exact delivery times please contact our friendly KCS customer experience team on 0808 281 9440 or by E-mailing orders@kcs.co.uk
You can find more information on delivery here.
What happens if I am not in when the courier attempts delivery?
For orders that are delivered by our KCS transport team, delivery will usually be re-attempted on the 2nd working day after the failed delivery. If you would like to check when your delivery will be reattempted, please email orders@kcs.co.uk or call 0808 281 9440.
Which delivery areas do you cover?
KCS deliver across mainland UK, via our own fleet of vehicles in the South East of England and our dedicated carrier TNT across the rest of the UK.
Is there a delivery charge?
We offer free next day delivery for orders for stock items of £20 or more (excl VAT) placed by 12pm. For orders under the value of £20 (excl VAT), a minimum order charge of £3.50 will be applied.
I only received part of my order. What do I do?
Items that are currently on back order will be marked as to follow on the advice note that is provided with your delivery. There should also be a note on your advice note to advise on any items on your order that have been discontinued. If the items that you are missing are listed on your advice note as shipped, please contact us as soon as possible by calling 0808 281 9440 or emailing orders@kcs.co.uk where we will be happy to help you with this.
There was a problem with my delivered order, what do I do?
Contact KCS on 0808 281 9440 or orders@kcs.co.uk within three days of receipt of your order quoting your Account Number and Purchase Order number.
Product
Do you supply COSHH Sheets for your products?
COSHH Sheets are available for applicable products and are dispatched with these products when first ordered. Should you require additional copies you can download these from the Product Resources section of individual product pages on our website.
Can you source products which are not listed on the website?
We are constantly reviewing our product range. If there are specific products you require which are not shown online or in the catalogue, please contact our Customer Experience Team on 0808 281 9440 or orders@kcs.co.uk
I have received goods marked with the CE mark on rather than UKCA mark?
The CE mark is currently being phased out and replaced by the UKCA mark, due to the United Kingdom’s exit from the European Union. Goods received may have a CE mark, this still conforms to current regulations. The deadline for when goods should all have UKCA mark is 31st December 2024. For more information please visit https://www.gov.uk/guidance/using-the-ukca-marking
Returns
How can I return an item?
For all stock items, please contact KCS to arrange a collection on 0808 281 9440 or email orders@kcs.co.uk within 7 days of receipt of your order, where we will be happy to assist with your query. Once the return has been processed, you will receive a return label for the goods. For Items that are delivered directly by one of our suppliers, please contact KCS to arrange the return. Returns for direct items may incur a handling charge at the discretion of the manufacturer. Please note all goods must be returned unopened and in their original packaging.
I have received a damaged item, what should I do?
In the unfortunate occasion that you have received a damaged item, please call us on 0808 281 9440 or Email orders@kcs.co.uk to report any damages within 3 days of receipt of your order where we will be happy to assist.
I have arranged a return, when will the goods be collected?
Goods delivered via KCS fleet drivers will be collected upon your next delivery. Please let the driver know upon your next delivery from us that you have goods to be returned. For goods delivered via TNT, these will be booked in to be collected and you will receive notification of the collection date and time.
Please note, for items delivered directly by one of our suppliers', collections will be arranged on a individual basis. If you would like to check when your direct item will be collected, please call us on 0808 281 9440 or email orders@kcs.co.uk
Please view our returns page here.
Furniture
Can I order a sample?
Some suppliers can provide samples of furniture prior to ordering. Please contact our customer experience team on 0808 281 9440 or Email orders@kcs.co.uk where we will be able to request this for you.
Can I see the Fabric /colour of item prior to purchase?
We can provide fabric colour swatches for furniture items. Please contact our customer experience team on 0808 281 9440 or Email orders@kcs.co.uk to request a colour swatch for an item.
How do I know which height of table and chairs is suitable for each age group?
Please see the furniture guide provided within our 2023 furniture catalogue which shows the heights of chairs and tables. If you do not have access to the catalogue, you can view this online here
How does KCS ensure furniture items are safe?
We are very proactive in working with our trusted suppliers to ensure the safety of our furniture items and collate data sheets which tell us which products have gone through the British standards testing.
Do you provide a furniture design service?
We do not currently provide this service in house, but work closely with suppliers that do. Please contact our customer experience team regarding furniture design and we will endeavour to help with this.
How long will my furniture take to arrive?
All furniture items are delivered directly by the supplier. All lead times for furniture items can found in the additional information section of the product on our website. To clarify delivery times for furniture items, please contact our friendly KCS customer experience team on 0808 281 9440 or Email orders@kcs.co.uk
Contact Us
How can I place an order?
You can place an order online by adding the products you require to your basket, then proceeding to the checkout by either purchasing as a guest, or by creating an account.
You can also order by emailing orders@kcs.co.uk with the products you wish to purchase, along with contact information for payment and delivery details.
You can also call 0808 281 9440 to speak to a member of our friendly customer service team, to place your order over the phone.
How can I return an item?
For all stock items, please contact KCS to arrange a collection on 0808 281 9440 or email orders@kcs.co.uk within 7 days of receipt of your order, where we will be happy to assist with your query. Once the return has been processed, you will receive a return label for the goods. For Items that are delivered directly by one of our suppliers, please contact KCS to arrange the return. Returns for direct items may incur a handling charge at the discretion of the manufacturer. Please note all goods must be returned unopened and in their original packaging.
What is a lead time?
A lead time is the estimated time taken from the date the order was placed until delivery. To view the lead time for items, you can click on 'Additional Information' on the tab alongside the product description. If you have any further queries regarding the lead time of a product, then please do not hesitate to contact us and we will do all that we can to assist.
What is direct delivery?
An item available for direct delivery, which may also be known as a 'direct item' means the item is delivered straight from the supplier, and is not processed through the KCS warehouse.
I have products on back order, when will I receive them?
Please contact us on 0808 281 9440 or email orders@kcs.co.uk with your query and we will check your order and give you a more precise delivery date.
The product code I would like to order is not showing on the website?
The website shows all of our current product range. Should the product code you would like to order not appear in our search bar, please call us on 0808 281 9440 or email o orders@kcs.co.uk where we will look into this for you and suggest alternatives if necessary.
Where can I find a copy of an invoice?
Please call us on 0808 281 9440 or email orders@kcs.co.uk with the invoice number or order details, and we will be happy to request this on your behalf.
Why have I been invoiced for a replacement item?
In the unfortunate event that you require replacement goods, you will receive a credit note for the original goods to offset the original invoice. The replacement goods are then chargeable, and will be invoiced upon dispatch.
Where can I find up to date price information?
Please call us on 0808 281 9440 or email orders@kcs.co.uk with the invoice number or order details, and we will be happy to request this on your behalf.
How do I delete or change a user on our web account?
To delete a user, please email orders@kcs.co.uk with your account number and the name of the person you wish to delete and we will get this actioned for you.
To change a user, please email orders@kcs.co.uk with your account number and details of the amendment you would like to make, and we will get this actioned for you.
How can I place an order?
You can place an order online by adding the products you require to your basket, then proceeding to the checkout by either purchasing as a guest, or by creating an account.
You can also order by emailing orders@kcs.co.uk with the products you wish to purchase, along with contact information for payment and delivery details.
You can also call 0808 281 9440 to speak to a member of our friendly customer service team, to place your order over the phone.
How can I return an item?
For all stock items, please contact KCS to arrange a collection on 0808 281 9440 or emailorders@kcs.co.uk within 7 days of receipt of your order, where we will be happy to assist with your query. Once the return has been processed, you will receive a return label for the goods. For Items that are delivered directly by one of our suppliers, please contact KCS to arrange the return. Returns for direct items may incur a handling charge at the discretion of the manufacturer. Please note all goods must be returned unopened and in their original packaging.
What is a lead time?
A lead time is the estimated time taken from the date the order was placed until delivery. To view the lead time for items, you can click on 'Additional Information' on the tab alongside the product description. If you have any further queries regarding the lead time of a product, then please do not hesitate to contact us and we will do all that we can to assist.
What is direct delivery?
An item available for direct delivery, which may also be known as a 'direct item' means the item is delivered straight from the supplier, and is not processed through the KCS warehouse.
I have products on back order, when will I receive them?
Please contact us on 0808 281 9440 or email orders@kcs.co.uk with your query and we will check your order and give you a more precise delivery date.
The product code I would like to order is not showing on the website?
The website shows all of our current product range. Should the product code you would like to order not appear in our search bar, please call us on 0808 281 9440 or email orders@kcs.co.uk where we will look into this for you and suggest alternatives if necessary.
Where can I find a copy of an invoice?
Please call us on 0808 281 9440 or email orders@kcs.co.uk with the invoice number or order details, and we will be happy to request this on your behalf.
Why have I been invoiced for a replacement item?
In the unfortunate event that you require replacement goods, you will receive a credit note for the original goods to offset the original invoice. The replacement goods are then chargeable, and will be invoiced upon dispatch.
Where can I find up to date price information?
Please call us on 0808 281 9440 or email orders@kcs.co.uk with the invoice number or order details, and we will be happy to request this on your behalf.
How do I delete or change a user on our web account?
To delete a user, please email orders@kcs.co.uk with your account number and the name of the person you wish to delete and we will get this actioned for you.
To change a user, please email orders@kcs.co.uk with your account number and details of the amendment you would like to make, and we will get this actioned for you.
How can I place an order?
You can place an order online by adding the products you require to your basket, then proceeding to the checkout by either purchasing as a guest, or by creating an account.
You can also order by emailing orders@kcs.co.uk with the products you wish to purchase, along with contact information for payment and delivery details.
You can also call 0808 281 9440 to speak to a member of our friendly customer service team, to place your order over the phone.
How do I set up an online account?
Please contact us on 0808 281 9440 or by E-mailing customerexperience@kcs.co.uk and our customer services team will look into this for you.
How do I set up an online account?
If you're an existing customer and would like to order online then fill out our form. If you're having problems getting online, contact us on 0808 281 9440 or by E-mailing customerexperience@kcs.co.uk and our customer services team will be able to enable your account.
I have forgotten my user name and/or password. How do I reset it?
If you know your user name, click here and enter your email address to reset your password. If you have forgotten your user name or are unsure about logging in, contact us on 0808 281 9440 or orders@kcs.co.uk.
Can I use the site to place regular orders without inputting all the details each time?
Regular orders can be saved as shopping lists and added to the basket when you need them. You can find your shopping lists under My Account. Alternatively you can reorder from a list of your previous online orders.
Can employees set up orders for the management to approve at a later time?
Yes, you can set up an approval hierarchy across account users where Purchasing staff can submit orders for approval by Approvers or Administrators. This is controlled in the My Account area under Account Users.
How will I receive confirmation of my order?
Once your order is complete you will receive an email confirmation with full details of the transaction.
I ordered the wrong product, how do I cancel it?
Contact KCS on 0808 281 9440 as soon as you notice an error, quoting your Account Number and Purchase Order number. For returns, please note that there is a 5 day window for reporting required actions.
Can I request a specific delivery day?
A specific delivery day can be requested at the Checkout. This is subject to the type of products ordered and their stock status as well as supplier lead times. We cannot specify delivery dates for products delivered directly from suppliers (including furniture).
Can I arrange for products to be delivered to an alternative address?
Alternative delivery addresses can be set up for your account, but must be registered to the business or establishment.
How long will it take for my order to be delivered?
We offer free next day delivery for orders for stocked items of £20 or more (excl VAT) placed by 12pm. Specially ordered products that are delivered directly from one of our suppliers may take up to three weeks to be delivered. Please see the additional information section of the product on our website for the lead time. To clarify exact delivery times please contact our friendly KCS customer experience team on 0808 281 9440 or by E-mailing orders@kcs.co.uk
You can find more information on delivery here.
Which delivery areas do you cover?
KCS deliver across mainland UK, via our own fleet of vehicles in the South East of England and our dedicated carrier TNT across the rest of the UK.
Is there a delivery charge?
We offer free next day delivery for orders for stock items of £20 or more (excl VAT) placed by 12pm. For orders under the value of £20 (excl VAT), a minimum order charge of £3.50 will be applied.
There was a problem with my delivered order, what do I do?
Contact KCS on 0808 281 9440 or orders@kcs.co.uk within three days of receipt of your order quoting your Account Number and Purchase Order number.
Do you supply COSHH Sheets for your products?
COSHH Sheets are available for applicable products and are dispatched with these products when first ordered. Should you require additional copies you can download these from the Product Resources section of individual product pages on our website.
Can you source products which are not listed on the website?
We are constantly reviewing our product range. If there are specific products you require which are not shown online or in the catalogue, please contact our Customer Experience Team on 0808 281 9440 or orders@kcs.co.uk
I have received goods marked with the CE mark on rather than UKCA mark?
The CE mark is currently being phased out and replaced by the UKCA mark, due to the United Kingdom’s exit from the European Union. Goods received may have a CE mark, this still conforms to current regulations. The deadline for when goods should all have UKCA mark is 31st December 2024. For more information please visit https://www.gov.uk/guidance/using-the-ukca-marking
How can I return an item?
For all stock items, please contact KCS to arrange a collection on 0808 281 9440 or email orders@kcs.co.uk within 7 days of receipt of your order, where we will be happy to assist with your query. Once the return has been processed, you will receive a return label for the goods. For Items that are delivered directly by one of our suppliers, please contact KCS to arrange the return. Returns for direct items may incur a handling charge at the discretion of the manufacturer. Please note all goods must be returned unopened and in their original packaging.
I have received a damaged item, what should I do?
In the unfortunate occasion that you have received a damaged item, please call us on 0808 281 9440 or Email orders@kcs.co.uk to report any damages within 3 days of receipt of your order where we will be happy to assist.
I have arranged a return, when will the goods be collected?
Goods delivered via KCS fleet drivers will be collected upon your next delivery. Please let the driver know upon your next delivery from us that you have goods to be returned. For goods delivered via TNT, these will be booked in to be collected and you will receive notification of the collection date and time.
Please note, for items delivered directly by one of our suppliers’, collections will be arranged on a individual basis. If you would like to check when your direct item will be collected, please call us on 0808 281 9440 or email orders@kcs.co.uk
Please view our returns page here https://www.kcs.co.uk/returns
How do I return an unwanted product?
Direct items ordered in error will incur a handling charge at the discretion of the manufacturer. Stocked goods ordered in error should be notified for collection within 5 days following delivery. Contact KCS to arrange for collection on 0808 281 9440 or email customerexperience@kcs.co.uk. Goods must be in their original packaging.
View our returns page, here.