FAQ – Customer Service

Only users can see their personal information they provided on their profile. The information given to Unite will be treated as confidential and will not be passed on to any third party.

Click on 'Forgot login data?' on the login page of 'Account'. On the next page you can enter your email address. Click 'send' and you will receive an email with your username and a link to reset your password.

Some items are only visible to the administrator of the account. The administrator can manually make some items visible to the rest of the users.

The user hierarchy defines the budget and approval conditions set up for each user. If any of these budgets or conditions are not met, the next higher positioned user must also approve the order request.

You may have multiple approvers for a single purchase order if you set a budget for order requests and this has been exceeded by the current user. The order (budget) has to be approved again by someone higher in the hierarchy.

In order to offer the widest possible product range, Unite uses several specialised warehouses. Therefore, items sometimes appear in multiple warehouses and with different conditions (such as price, delivery time, shipping costs, minimum order quantity and return policies).

Use the free purchasing functionality Unite Cluster to bundle several items with the same selected properties (e.g. Copy paper, A3, 80 g / m², white). Thereby, you can increase the possibilities to optimize your shopping basket.

Our offer is aimed exclusively at business customers. This includes business persons, companies, freelancers, public authorities and associations.

Unfortunately, you cannot place an order as a private customer.

In order to offer the widest possible product range, Unite uses several specialised warehouses. Therefore, items sometimes appear in multiple warehouses at different conditions (such as price, delivery time, shipping costs, minimum order quantity and return policies).

Items that have been added to your basket will not be automatically reserved for you. The products remain available to everyone. To be sure of your purchase, we recommend to submit your order.

Maybe the email has been blocked by the spam filter of your email programme. We advise you to check the folder 'Spam' or 'Junk' and if necessary, adjust your spam filter settings. If this does not solve your problem, please contact our customer service.

Yes, it is possible to receive invoices and payment reminders to a different email address. Unite can send your invoices (PDF format) to the given address or to a different billing address. Log on to 'Account' and go to 'Contacts'. Click 'add address' or edit any existing addresses by clicking on the three blue dots next to the address. In 'address type' just specify if it is a separate billing address, a delivery address or if it is both in one. In 'different email address for invoices' you can specify to which email address the invoices (PDF format) should be sent to.

Log on to 'Account' and go to your 'Order archive'. There is an overview of your orders. You can now view your invoice per order and download it if needed.

If you have forgotten to give your payment reference, please contact our customer service. In order to be able to process your payment properly, we need the correct data. Please always include your order number, customer number and the name of the account holder.

With every order we will check if it is possible to pay by invoice. It depends on a number of factors. Your order and payment history will also be taken into account. Therefore, it may be possible that you cannot always use this method of payment, even if this was the case with previous orders.

Unite reserves the right to reject payment on account/invoice. If this is the case, you will receive an email with request for advance payment. Thank you for your understanding regarding our invoice policy.

If you are paying on account/invoice and you are returning part of your order, you will only have to pay for the goods you kept. Once we received the returned items, we will send you a credit note.

If you paid in advance or by credit card, you will receive your money back as soon as we received the returned goods.

Note – Before returning an item, always pay attention to our return policy. See the section 'Returns & Complaints' on this page.

Before completing an order, you can always choose your payment method. On the preview page the default option is 'invoice', but you can also opt for credit card or advance payment.

For each address you can set a different email address for invoices and payment reminders. Just log on to 'Account' and go to the contacts tab. Click 'add address' or edit an existing address by clicking on the three blue dots. 'Different email address for invoices' shows who should be the invoice sent to.

Should you not use the whole value of the voucher, the remaining balance expires.

If you return any items you already paid for, we will send you a voucher within five working days.

Compensation for a lost voucher is not possible.

Have you read the causes of failure and did you thoroughly check your voucher code and it still does not work? Please check with our customer service and tell us the voucher code.

If you forgot to redeem your voucher when placing the order, the amount cannot be deducted from your order. Vouchers are only valid when placing your order online. You can redeem the voucher with your next order.

Deliveries are made during business hours, Monday to Friday. You can find the ETA in your order confirmation. In the event of a delayed delivery, we try to inform you as soon as possible via email. Once your order has left the warehouse, you will receive a delivery notification.

The carrier sends your order to your provided delivery address. In the event that no one was present, you will receive a notification of the carrier with further information and instructions. Usually, your order will be sent out again the next business day. After three attempts, the order is usually sent back to the respective warehouse.

Note – Some carriers also ask you to make a delivery appointment, while others name a collection point and return it after a certain period to the corresponding warehouse.

Unfortunately, it is not possible to determine the delivery time of your order.

It may happen that your order is not delivered within the expected delivery time. In this case, please contact our customer service. We are happy to help.

Our General Terms and Conditions apply for all orders on the website. When you receive a wrong or defective product the legal guarantee applies. For an improperly ordered product or if you just do not like it, the legal guarantee does not apply. If a product does not meet the requirements for a complaint, please see 'Can I exchange an item?' for more information.

When an item is damaged or defective, you can use your right to complain. We ask you to do the following:

Step 1 – In your order confirmation email you will find a link to the return & complaint form. Click on the link. This link is uniquely per order!
If you cannot find you order confirmation email, please send an email to service.uk@unite.eu. Use the subject 'Return Request' + the order number. Include in your email the name of your company and the order number.

Step 2 – Select the reason for your return & complaint request for this item, and click 'Continue'. You will see immediately the respective return conditions for this item. Fill in all required fields regarding state of the product and its packaging, and then click 'Send'. For a defective item, please add at least three photos showing the defect.

Step 3 – Unite will send you an email with a summary of your request. Within five working days, you will be informed about the status. If your request has been accepted, you will receive more information including the correct return address, packaging, shipping costs, additional fees (if applicable) and a return shipping label.

Note – In case of a return request for multiple items, we would like to ask you to send them in separate packages as you have received them. Please make sure that you are using the correct return address and keep the shipping confirmation

Is a product defect due to normal wear and tear, we unfortunately cannot compensate this. If in doubt, please contact our customer service. We will be happy to help you!

Often (but not always) unused items can be returned if the packaging is still intact. The return policy depends on the relevant warehouse and therefore varies.
You can see the return conditions for each item on the product detail page by clicking on 'select conditions yourself'. The respective return conditions can also be seen when completing the return & complaint form.

If you have a complaint about an item, please contact our customer service.

More information on returning an item because of a defect can be found on this page under 'Can I return an item because it is defective?'.