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Frequently asked questions

Ordering Support

How do I search for products?

Use the search bar located at the top of WebShop.

Here, you can quickly search for products using relevant keywords like "pen" or by entering the Lyreco product code reference, such as '159543'. Start your search by pressing the 'Enter' key on your keyboard or by simply clicking the green search symbol.

For a more detailed visual on how to utilise this feature, please refer to our comprehensive guide found on page 6 of the WebShop guide.

Alternatively, you can easily navigate our product offerings by accessing the category menu situated on the left-hand side of the WebShop homepage.

How can I see if a product is in stock?

While logged into your Webshop account, you can easily check the availability of each product. The status is displayed prominently between the price and the 'add to basket' option within a product page.

Products will fall into one of three categories:

Available: These items are in stock and ready for prompt delivery.

Out of Stock: Unfortunately, these products are currently unavailable.

Direct Delivery: These items will be delivered directly from our supplier and not delivered the next working day due to longer lead times.

For more details on out-of-stock items, please reach out to us through the chat function below or by calling us at 08000 858585.

Alternatively, if you prefer email communication, you can complete our Contact Us form here.

We will respond within 5 working days. Please have your Lyreco account number on hand.

What filters can I use to refine my searches?

After searching a keyword like 'pen,' you have the ability to fine-tune your product results by utilising the filter options conveniently located under the 'Filter by' section on the left-hand side of the search window. This allows you to apply filters based on various criteria, such as category, offers, brand, and sustainable selection.

Additionally, you'll find specific filters tailored to your search, such as point style or ink color, to further refine your results and pinpoint the exact products you need.

How can I identify environmentally friendly products?

Lyreco displays environmentally friendly products with a distinctive green 'sustainable selection' label, which is prominently displayed when they appear in search results.

To earn this label, products undergo a rigorous assessment process aligned with our sustainability criteria. Following successful evaluation, these products are assigned one of three icons: Planet By Lyreco, People at Work By Lyreco, or Community By Lyreco.

To streamline your search and easily identify these products, simply navigate to the left-hand side 'filter by' panel under 'Sustainable Selection.'

Upon clicking on a product featuring the 'sustainable selection' label, you'll be directed to its dedicated product page, where you will find one or more of the three sustainable selection icons prominently displayed. These icons are awarded based on the specific criteria the product has met.

For detailed insights into the criteria met, you can refer to the 'sustainable selection' field located on the product page. Here, you'll find comprehensive information about the sustainability standards and qualifications the product has attained.

Additionally, there is an option to view substitution green products directly in your basket. By clicking the 'Go Green' button and editing your selection if you wish to switch to more sustainable alternatives.

I can't see the item I want on the Webshop

Can't find what you're looking for?

1. Try broader search terms & check your spelling

2. Input more than 1 word for your search

2. Explore more product options on our Extended Catalogue here.

For further assistance, please contact one of our Customer Care team using our Live Chat feature below or call us on 08000 858585.

Alternatively, if you prefer to email, you can complete our Contact Us form here, and we will reply within 5 working days. Please have your Lyreco account number on hand.

How do I create a quick order?

Located at the top right-hand corner of the WebShop homepage, you'll find a stopwatch symbol labeled 'fast ordering.'

Here, you'll discover two convenient options:

1. Choose 'Quick order form' to enter Lyreco product codes and quantities, then click 'add to basket.'

2. Alternatively, select 'Order from a file.' This option allows you to copy and paste the product codes and quantities or import your order directly from an Excel or CSV file. A ready-made template has been provided within this option if you prefer to use it.

How can I edit the products in my shopping basket?

To make adjustments to the items in your basket, you have several options:

Adjust Quantity: You can easily change the quantity using the plus and minus options or by typing the desired number directly into the quantity box.

Remove Items: If you want to remove individual items from your basket, simply click on the 'trash' icon next to the item. Alternatively, you can choose 'remove all' to clear the entire basket in one go.

Personal Notes: Additionally, you have the option to add personal reference notes to products.

I have a discount code, how can I use it?

While in your basket, follow these steps to apply a voucher code:

1. Locate the 'Voucher Code' box.

2. Enter your voucher code into the designated field.

3. Validate the code by clicking on the tick symbol.

4. Upon validation, the tick symbol will turn green, indicating that the discount is valid, and the amount will be deducted from your total purchase.

My voucher/discount code is not working

If your voucher code/disount code did not work it may not be valid or eligible on your basket. For further assistance, you can reach out to us through the following options:

Utilise our Live Chat function located below for immediate assistance.

Give us a call at 08000 858585.

Alternatively, if you prefer email communication, you can complete our Contact Us form here, and we will respond within 5 working days.

Please have your Lyreco account number available when contacting us.

Where can I find my order history?

To access your order history, please follow these steps:

1. Ensure that you are logged in to your account.

2. Locate the user icon located on the right-hand side of the homepage.

3. Click on the user icon to open the menu.

4. Select 'Order History' from the menu options.

Within the 'Order History' section, you will find information about your pending orders as well as detailed records of all orders placed within the past 12 months.

For a step-by-step visual guide on how to use this feature, please utilise page 17 within our comprehensive WebShop guide.

How do I add an additional shipping address to my account?

You can also contact one of our Customer Care team through multiple convenient channels. Utilise our Live Chat feature, located below or call us at 08000 858585.

Please have your Lyreco account number on hand when contacting us.

Can my order be delivered to a temporary alternative address?

When you submit your order from the basket area, in the 'Shipping Information' column, the 'Ship my order to home or a temporary alternative address' function allows you to enter any UK address for delivery of that order.

This function will not save the alternative address for future orders. To add a permanent delivery address, please see ''How do I add an additional shipping address to my account?'.

How can I cancel my order?

If you wish to cancel your order, please reach out to our customer care team promptly.

Utilise our Live Chat feature, located below or give us a call at 08000 858585. Please have your Lyreco account number, order number or purchase order ready to hand when contacting us.

If the order is on next-day delivery, contact us the same day before 5 pm to allow us time to ensure this is possible.

Please note some items may not be possible to cancel. You can cancel items on backorder as long as they have not been shipped yet. However, please be aware that personalised items cannot be cancelled. Additionally, cancellation may not apply to non-stocked items.

Can I place an order and select a preferred delivery date?

Before confirming and validating your order, you have the flexibility to select your preferred delivery date within the 'Shipping Information' column during the checkout process, specifically in the 'Choose the delivery date' section. It's crucial to make any necessary date adjustments before finalising your order.

If you need to modify the delivery date after submitting your order simply reach out to us via our Live Chat feature located below or give us a call at 08000 858585.

Please have your Lyreco account, order number ready, or provide your Purchase Order number.

Can I create my own list of most purchased products?

To create a favourites list, simply follow these steps:

1. Click the 'Add to List' function within the search results, or use the 'heart' icon on a dedicated product page, depending on your current view.

2. You'll then have the option to either create a new list or add the item to an existing favourites list.

3. Customise these lists by giving them specific names, and if you'd like, share them with other account users.

You can also add products to favourite lists directly from the basket by clicking the heart next to an item or click 'Add to my favourites' to add the entire order.

You can access these lists by clicking the stopwatch symbol labelled 'fast ordering' and then 'My Favourites' on the right-hand corner of the WebShop homepage.

For a more in-depth visual demonstration, please refer to page 15 of our WebShop guide.

Is it possible to save the order and proceed with the purchase at a later time?

If you wish to preserve an order for future reference or create a new order without affecting your current one, our 'Parked Orders' feature allows you to do just that.

Here's how to use it:

1. At the top of your shopping basket, you'll find a link labelled 'Save Cart for Later Use.' Click on this link.

2. A pop-up window will appear. Simply assign a name to your saved cart within this pop-up and click 'Submit.'

3. Your cart is now securely saved and accessible in your 'Parked Orders' section within your account.

To retrieve a parked order, log in, click on the user icon, go to 'Order History,' and then select 'Parked Orders.'

Here, you'll find your parked order listed with the reference name you provided. You can either delete the parked order or add its contents back to your shopping cart.

Please note that using the parked order feature will not replace your current shopping cart but will preserve the items separately for your convenience.

Alternatively, your products will remain in the basket pending purchase or further changes. For a more detailed visual guide, please click here to visit page 16 of the WebShop guide.

How can I duplicate an order when I am repeatedly ordering the same items?

To replicate an order from your 'Order History,' follow these simple steps:

1. Navigate to your 'Order History' via the user icon when logged in and select the specific order you'd like to recreate.

2. At the bottom of the screen, locate and click on 'Add all products to basket.'

3. When you visit your shopping basket, you'll find that all the items from the selected order have been added.

4. From here, you have the flexibility to make further additions to the order or make any necessary changes, such as amending or deleting items that are no longer needed.

Where can I find online copies of catalogues and flyers? You can find them online via our dedicated catalogue and flyers page here.

Returns and Delivery

How do I return an item/order?

You can return Stocked Products to us for free (excluding Non-returnable Goods). We will offer refunds or credits for items returned within 30 days of delivery, provided they remain unopened and are returned in their original packaging and condition.

To begin a return, follow these steps:

1. Go to your 'Order History' and locate the relevant order. If the return icon under the order date appears in blue, it means returns are possible for this order.

2. Click on the blue icon, and you will be given the option to return the entire delivery or individual items. You can also adjust the quantity to be returned.

3. After selecting the item(s) for return, click 'Confirm Return.' You will then be prompted to choose a reason for the return from the drop-down menu.

4. Confirm that the items are still in their original packaging and click 'Confirm.'

For a step-by-step guide on returns, please click here to access page 19 of our WebShop guide.

Please note the following:
Furniture Products may only be returned with a prior written agreement and within 30 days of delivery. Non-stock products are not eligible for returns. For health and safety reasons, we cannot accept returns of food and drink products unless they are found to be defective.

If you require further assistance, you can chat with a member of our team via the chat facility below or call us at 08000 858585.

Please have either your Lyreco account number, order number or your Purchase Order number ready. Please be aware that returns will be collected from your location within 5 working days.

How can I check the warranty of a product?

You can view all of our product warranties, divided by brand and product type here.

What should I do if I receive a faulty item?

You can return faulty items for free by contacting our customer care team. If the product may be under warranty, please view all of our product warranties first, divided by brand and product type here.

If you cannot find the information you require here or your item is not covered by warranty, please contact our customer care team.

Utilise our Live Chat function below for immediate assistance, or give us a call at 08000 858585.

Alternatively, if you prefer email communication, you can complete our Contact Us form here, and we will respond within 5 working days.

Please have your Lyreco account, order number, or Purchase Order number to hand.

What should I do if I received the wrong item or it is missing?

Please reach out to our Customer Care team through one of the below channels:

Utilise our Live Chat feature, located below.

Give us a call at 08000 858585.

If you prefer email communication, you can complete our Contact Us form here, which will be responded to within 5 working days.

Please have your Lyreco account number ready when contacting us.

My order hasn't arrived?

To check the status of your orders, navigate to the 'Orders Pending' tab in your profile section.

Simply, click on the user icon when logged in to review the progress of any outstanding items.

If you have items on backorder, rest assured that they will automatically be shipped as soon as they become available.

Please note that Direct Delivery items are despatched directly from the supplier and may take longer to reach you compared to our regularly stocked items.

For additional assistance, please reach out to our Customer Care team through one of the below channels:

Utilise our Live Chat feature, located below.

Give us a call at 08000 858585.

If you prefer email communication, you can complete our Contact Us form here, which will be responded to within 5 working days. Please have your Lyreco account number ready when contacting us.

 

How do I get a Proof of Delivery?

To access your Proof of Deliveries, follow these simple steps while logged in:

1. Click the person icon.
Navigate to 'Documents.'

2. Find 'PDF Proof of Delivery' and select it.

For a more detailed visual guide, please visit page 16 of the WebShop guide by clicking here.

For additional assistance, please reach out to our Customer Care team through one of the below channels:

Utilise our Live Chat feature, located below.

Give us a call at 08000 858585.

If you prefer email communication, you can complete our Contact Us form here, which will be responded to within 5 working days.

Please have your Lyreco account number ready when contacting us. Please have either your Lyreco account number, order number, or your own Purchase Order number to hand.

Will I receive a delivery note?

In our ongoing commitment to environmental sustainability, Lyreco now provides electronic delivery notes.

Here's how to access and download your electronic delivery notes while logged in:

1. Click on the person icon in your profile.

2. Navigate to 'Documents.'
Find 'Copy of your delivery note' and select it.

For a more comprehensive visual guide, please refer to page 23 of our WebShop guide.

For additional assistance, please reach out to our Customer Care team through one of the below channels:

Utilise our Live Chat feature, located below.

Give us a call at 08000 858585.

If you prefer email communication, you can complete our Contact Us form here, which will be responded to within 5 working days.

Please have either your Lyreco account, order number, or your own Purchase Order number to hand.

What will happen if there is no-one available when you attempt to deliver my parcel?

In the event that you are unavailable during our initial delivery attempt, we will notify you via an automated email to inform you of the delivery attempt.

Typically, our driver will make a second delivery attempt on the next working day. If the second attempt is unsuccessful, our dedicated Customer Care team will reach out to you to arrange an alternative delivery date.

If you need to reschedule a delivery or have any specific requests, please don't hesitate to get in touch with us.

You can reach us through our Live Chat facility or by calling us at 08000 858585.

Please have your Lyreco account, order or delivery number, or your Purchase Order number readily available. Your convenience is our priority.

My Account

How do I become a Lyreco customer?

To purchase with Lyreco, start by filling out our straightforward registration form, accessible here. Upon successful registration, you will receive an email containing your account number and a temporary password. You can activate your account by logging in with these provided details.

For the security of your account, you will be prompted to create a new password during your next login to our WebShop.

If you require further assistance, we're here to help. You can reach out to us through the following options:

Utilise our Live Chat function located below for immediate assistance.

Give us a call at 08000 858585.

Alternatively, if you prefer email communication, you can complete our Contact Us form here, and we will respond within 5 working days.

I've forgotten my Webshop log-in details. How do I recover them?

To manage your Lyreco Webshop login credentials, simply navigate to the login page and click on 'Create or reset password.' From there, you'll need to provide your login ID and email address. Following this, a temporary password will be sent to your email, and you'll be prompted to change it when you log back in for added security.

If you require further assistance with your Webshop login or have forgotten your login details, we're here to help. You can reach out to us through the following options:

Utilise our Live Chat function located below for immediate assistance.

Give us a call at 08000 858585.

Alternatively, if you prefer email communication, you can complete our Contact Us form here, and we will respond within 5 working days.
Please have your Lyreco account number available when contacting us.

How do I close my account?

You can reach out to our Customer Care team through multiple convenient channels:

Utilise our Live Chat feature, located below.

Give us a call at 08000 858585.

If you prefer email communication, you can complete our Contact Us form here which will respond to within 5 working days.
Please have your Lyreco account number ready when contacting us.

Easily update your personal information, such as your name, email address, and telephone number, by accessing the 'My Profile' function. Simply log in and click the user icon situated on the right-hand side of the homepage to get started.

If you require further assistance, you can reach out to our Customer Care team through multiple convenient channels:

Utilise our Live Chat feature, located below.

Give us a call at 08000 858585.

If you prefer email communication, you can complete our Contact Us form here, which will be responded to within 5 working days.
Please have your Lyreco account number ready when contacting us


 How can I change my personal data?

Payments and invoices

I need a copy of the invoice/credit note.

To access copies of your invoices or credit notes, follow these steps when logged in:

1. Click on the user icon.

2. Navigate to 'Documents.'
Select 'Invoice/Credit Note.'

For a more detailed visual guide, please refer to page 18 of our WebShop guide.

If you require further assistance or have any questions, our Customer Care team is here to help through the following channels:

Utilise our Live Chat feature, conveniently located below.

Give us a call at 08000 858585.

For those who prefer email communication, you can complete our Contact Us form here. Rest assured, we will respond within 5 working days. Please have your Lyreco account, order number, invoice number, or Purchase Order number readily available.

Is the retail price of the product inclusive of VAT? No, the prices displayed on our WebShop do not include VAT. VAT will be added to the total amount in the order summary during the checkout process.
The invoice price is incorrect. What can I do? Please reach out to our Customer Care team through one of the below channels: 

Utilise our Live Chat feature, located below.

Give us a call at 08000 858585.

If you prefer email communication, you can complete our Contact Us form here, which will be responded to within 5 working days.

Please have either your Lyreco account, order number, invoice number or your own Purchase Order number to hand.
Which credit cards do you accept for payment?

We accept payment through the following major credit cards:

MasterCard
VISA
American Express

Please note that we are unable to accept prepaid cards at this time.

How long does it take to refund my card payment? In the event of a refund to your card, please be aware that it typically takes between 3 to 5 working days for the transaction to reflect on your statement once the refund has been accepted and processed.

For confirmation of the refund, we recommend reaching out to your card provider.
 

Services provided by Lyreco

Custom Stamps

Design your custom stamp with ease!

Explore our collection of customisable stamp options on this page here.

Each stamp template is accompanied by a name, description, draft, and image. Additional details can be found when you insert the image.

Recyling Solutions/ Services Explore our comprehensive range of recycling solutions and services here.
Consumables search (cartridges, toner)

Are you wondering which ink cartridge to purchase? It's a common question when it's time to replace your ink.

With our dedicated cartridge & toner finder here, you can easily find the printer consumables you need. You have two convenient options:

1. Select your printer by model or printer number.

2. Alternatively, enter the consumable identification code into the toner/cartridge search bar.

The best brands on Lyreco: