Frequently Asked Questions
ACCOUNT INFORMATION
Who can become a customer?
As a wholesaler we are looking for resellers who actively select multiple product lines, buy in bulk, and hold stock. Our resellers must also actively promote and resell our products via multiple channels.
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 www.tickit.eu.
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 must 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.
ORDERING
How do I place an order?
To place an order please Contact Us requesting a Purchase Order Form which we can then send you. Alternatively, please 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 and EORI number, if applicable.
Orders cannot be placed via our website at this time.
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 at the time the order acknowledgement is sent.
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 our European customers, delivery terms are Ex-Works, Rotterdam. For our ROW customers, delivery terms are Ex-Works, Tonbridge. 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.
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.
For our European customers our current lead time is 7 – 10 working days
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 for Image Library access on your website?
Visit our Contact Us page and complete the form.
I’ve forgotten my log in details. What do I do?
Please email info@commotion.co.uk
How do I subscribe to receive all the latest news?
Visit our Subscribe page to sign up, or complete the Contact Us form.
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 visit our Contact Us page.
Where can I get product images and videos?
We can provide you with access to our high resolution image library and product videos are available as embed codes.
If you require access, please visit our Contact Us page and complete the form.
Where can I request a new catalogue?
You can visit the catalogues page on our website to view online and download these: 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?
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
UK
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
EU
Registered Name: Commotion (Europe) B.V.
VAT Number: NL 861066170B01
Registration Number: 000045306478
Registered Address: Schiphol Boulevard 359, WTC Schiphol Airport, 118BJ, Schiphol, Amsterdam, Netherlands
Phone Number: + 44 (0)1732 773399
