Frequently Asked Questions

ACCOUNT INFORMATION

How do I open an account?
Opening an account with us is easy. Simply complete your details on the contact us page and our Sales Support team will guide you through the process.

 

I am not a reseller; how can I purchase your products?
If you are a school or nursery, please contact us to find out which of our resellers stock the products you are interested in. 
Alternatively, our TickiT range can be purchased from www.tickit.co.uk and our Edx Education range can be purchased from www.shopedx.com

 

Where can I find your Terms and Conditions?
Visit www.commotion.co.uk/terms

 

What are your payment terms?
New accounts are set up on a proforma basis. Subject to credit references, credit facilities may be offered at a later date. Requests can be emailed to info@commotion.co.uk. All payments should be made via bank transfer.

 

What is the minimum order value?
Our minimum order value is £200 for UK and ROW* customers and €225 for European customers.
*For UAE, Qatar and Kuwait customers, our minimum order value is £1,000

 

I don’t have an account; can I still place an order?
Unfortunately, we cannot process an order without an account. Applying for an account with us is easy. Simply complete your details on the contact us page and our Sales Support team will guide you through the process.

 

Do your prices include VAT?
No, all prices are exclusive of VAT.

 

 

ORDERING

How do I place an order?
To place an order please download and complete our Purchase Order Form or send your own Purchase Order to export@commotion.co.uk for international customers and uk@commotion.co.uk for UK customers.
Please include your valid VAT number.
Orders cannot be placed via our website.

 

What confirmation will I receive once the order has been placed?
An order acknowledgement will be emailed within 48 hours for goods in stock. Any items out of stock, and their availability, will be advised at order placement.

 

 

TIERED PRICING

What happens if I want to order a quantity that does not adhere to the tier multiple?
If orders are not received in the multiples shown in the relevant columns on our Tiered Price List, these will be rounded up or down to the nearest multiple.
If a quantity is required that doesn’t adhere to tier 2 or tier 3 multiples, or the shipping carton, the single unit price will be charged..

 

 

DELIVERY

Where do you despatch from?
For our UK and ROW customers we despatch from our UK warehouse. For European customers we despatch from our Netherlands Distribution Centre.

 

Do you charge for delivery?
For international customers, delivery terms are Ex-Works on all shipments. If required, we can provide a carriage quote or you can arrange your own collection with your forwarder.
For UK customers, delivery is free to the UK Mainland on orders over £500 net. Offshore charges including Scottish Highlands and Islands may apply. Orders under £500 net will incur a carriage charge.

 

What is direct delivery?
For our UK customers, a selection of our products is available for drop-ship to UK mainland addresses - see the range here. This benefits you from the convenience of delivery directly from our warehouse to your UK customers.
For our European customers, we have a range of drop-ship products available on request. Please contact info@commotion.co.uk for further details.

 

What is the carriage charge for direct delivery products?
Carriage is included in the price listed on our direct delivery price list. Should you require a copy, please email info@commotion.co.uk

 

When will my customers receive their direct delivery item?
We despatch UK direct deliveries weekly. Typically, these are despatched on a Friday.

 

Can I arrange my own collection?
Yes, our UK warehouse is open for collections Monday – Friday 08:30 – 16:30 (subject to public holidays) by prior arrangement only.
For orders despatched by our European Distribution Centre, please contact us for further details.

 

 

RETURNS

How can I return an item?
Unwanted goods may be returned once authorised by the Customer Service Team.  A restocking fee and carriage charge will apply.

 

What are your procedures for returning shortages, damaged or faulty products?
Shortages or damaged goods must be reported within 5 working days of receipt.Goods damaged in transit must be reported immediately and packaging saved until your claim has been settled. Where goods show visible damage to the outer packaging, the carrier must record the damages on the delivery note before accepting the delivery.
For claims of faulty or damaged goods please download and complete our Customer Service forms below and send, with supporting photographs, to our Customer Services Teams as follows:

UK - Customer Service Form  (email to uk@commotion.co.uk)
International - Customer Service Form  (email to export@commotion.co.uk)

 

 

WEBSITE

How do I register on your website?
Visit our Register page at www.commotion.co.uk/register

 

I’ve forgotten my log in details. What do I do?
Click on the Forgot Your Password? link on the login page to reset your password.
If you still cannot access the login then please email info@commotion.co.uk

 

How do I subscribe to receive all the latest news?
When you Register on our website you are given the option to subscribe to our mailing list. If you missed this and want to sign up at a later date, please contact us or email info@commotion.co.uk

 

How do I unsubscribe from promotional emails from you?
Simply click on the unsubscribe link at the bottom of the promotional email we have sent you, or contact us to be removed from our email subscriber list.

 

Where can I get product images and videos?
If you register on our website you can gain access to our high resolution image library. Visit www.commotion.co.uk/register
Videos are available as embed codes via our YouTube page. If you require video files please contact us.

 

Where can I request a new catalogue?
You can visit the catalogues page on our website to view online www.commotion.co.uk/catalogues, or contact us if you require a hard copy.

 

Do your products come with a warranty?
All goods supplied are guaranteed for a period of 12 months from the date of invoice and, where applicable, meet all the necessary trading standards.

 

Do you have an Environmental and Packaging policy?
Yes, please visit our Environmental Policy page.

 

Do you have an Ethical Trading statement?
Yes, please visit our Ethical Trading Policy page.

 

 

TESTING

Are test reports readily available for customers to use?
All the products we sell comply with UK, EU and international safety standards including EN71 classes 1-3, CPSIA & ASTM. Should proof of testing be required please email info@commotion.co.uk

 

Can I split packs that I have purchased from Commotion?
Customers can split our packs for resale. Although all our products have been stringently tested to the relevant safety standards, once our products are put together with other brands and sold as a new ‘pack’ you will be liable as the reseller to ensure that this is correctly labelled in terms of ages and testing.

 

 

CONTACT US

Who do I contact regarding a query on a product?
Please contact our Sales Support team at info@commotion.co.uk          

 

What are your opening hours?
Our UK office hours are Monday – Friday from 08:30 – 17:00 (subject to public holidays).
Our UK warehouse is open for collections Monday – Friday from 08:30 – 16:30 (subject to public holidays). 
For European customers, please contact us if you wish to collect from our European Distribution Centre.

 
 

COMPANY INFORMATION

Registered Name: Commotion Ltd
VAT Number: GB 403 720 004
Registration Number: 1748507 (Registered in England and Wales)
Registered Address: Commotion Ltd, Commotion House, Morley Road, Tonbridge, Kent, TN9 1RA, UK
Phone Number: + 44 (0)1732 773399