Frequently Asked Questions


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, nursery or parent please contact us to find out where to buy our products.


Where can I find your Terms and Conditions?



What are your payment terms?

New accounts are set up on a proforma basis. Upon completion of your first order credit facilities may be applied for. Requests can be emailed to


What is the minimum order value?

Our minimum order value is £200.


I don’t have an account; can I still place an order?

Unfortunately we cannot process an order without 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.


Do your prices include VAT?

No, all prices are exclusive of VAT.



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 for international customers and for UK customers.


What confirmation will I receive once the order has been placed?

Once an order has been received an order acknowledgement will be emailed within 48 hours for goods in stock.


How will you advise me if my items are out of stock?

Out of stock items and their availability date will be advised within 48hrs of order placement.



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. 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. 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 for further details.


Can I arrange my own collection?

Yes, our warehouse is open for collections Monday – Friday 08:30 – 16:30 (subject to public holidays).



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

International - Customer Service Form  (email to



How do I register on your website?

Viist our Register page at


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


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.


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

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, 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.



Who do I contact regarding a query on a product?

Please contact our Sales Support team at          


What are your opening hours?

Our offices hours are Monday – Friday from 08:30 – 17:00

Our warehouse is open for collections Monday – Friday from 08:30 – 16:30 (subject to public holidays).

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