FAQs

We're here to help

SHOPPING & ORDERING


Q: Can I amend or cancel my order once it is placed?

A: Unfortunately once an order has been placed, it cannot be amended or cancelled. If you are unhappy with the order, you are able to return the items. Please check our return and refund policy.


Q: Can I order a product which is awaiting stock?

A: You can add a product to your basket which is awaiting stock, but we cannot guarantee that the item will be fulfilled by the time you submit your order. We will aim to provide you with as much information about products awaiting stock as soon as possible. Please contact the AAH customer care team on 0344 561 8899 or the Enterprise customer care team on 017827951000 for more information.


Q: When will an item be back in stock?

A: We receive regular deliveries and our customer care team can give you the estimated date that the item will be available again. Please contact the AAH customer care team on 0344 561 8899 or the Enterprise customer care team on 017827951000 for more information.


Q: What do I do if I can't find an item I'm looking for online - does that mean you don't sell it?

A: When you're searching for an item on the website, you may occasionally find that your search does not return any results. Please check your spelling or the wording as we may not recognise spaces etc. This could also be because we don’t currently stock that particular brand or product online. If the item you are looking for isn't online, please contact the AAH customer care team on 0344 561 8899 with the name of the product and your AAH account number, and we will confirm whether we stock the product or not.


Q: I'm having trouble placing an order - can you help?

A: For any technical assistance please contact us on 0344 561 2266. We may ask you to detail any issues you are experiencing and may ask you to send screen shots of the error messages you are receiving in order to help fix the problem.

PRICE & PAYMENT


Q: Is the price listed on the website fixed?

A: Prices are correct at the time of listing, and any promotional prices should match those of the promotional catalogue. Prices can be changed at any time prior to delivery due to a variety of circumstances. Prices are subject to change.


Q: Does the price listed on the website include delivery, tax and custom?

A: The price is inclusive of the cost of delivery, but exclusive of VAT, customs duties, all other taxes, duties and expenses. Please note the total value of your order is exclusive of VAT.


Q: What do I need to do if I find an error on an invoice?

A: For Enterprise invoices, please contact us within 24 hours. For AAH invoices, please contact us within 1 week of the invoice date with any queries, and we will be happy to look into this further.

ACCOUNT QUERIES


Q: I have forgotten my password - what do I do?

A: Please use the “forgot your password” link under the login details. You will be asked to enter your e-mail address, and a new password will be sent to that email address. If you have not provided an e-mail address, your request will be sent to your organisation administrator who will need to let you know what your temporary password is. Alternatively, please contact us on 0344 561 2266 and we will reset your password for you.


Q: I have forgotten my username - what do I do?

A: Please use the “forgot username” link under the login details. You will be asked to enter your e-mail address and the username reminder will be sent to that email address. If you have not provided an e-mail address, your request will be sent to your organisation administrator who will need to let you know what your username is. Alternatively, please contact us on 0344 561 2266 and we will be able to provide a username reminder.


Q: How do I change my account details?

A: Please use your e-mail address and password to sign in to your account. Once signed in you will be able to change your password and e-mail address in the “your profile/ your details” section.


Q: I have entered my username/password but it doesn't seem to be working?

A: Check the spelling of your username and your password, passwords are case sensitive. If you are still unable to log in and you are a buyer or approver, please contact your administrator to reset your password. If you are an administrator, please contact us on 0344 561 2266 and we will be able to reset your username and password.


Q: I no longer want to receive marketing e-mails, how do I stop them?

A: Please use your username and password to sign in to your account. Once signed in you will be able to change your preferences/marketing preferences in your profile/ your details section. Alternatively, you can unsubscribe via the unsubscribe option within our emails.