For questions and queries about Returns and Cancellations, please see our dedicated page here.
If you need any help in choosing the right product you can either check out our cleaning guides on our blog here or alternatively you can call our sales team on 0117 305 1980 where our knowledgeable staff will be happy to help you with any questions you may have and help you get the right product for your needs.
Online – You can place your order online with our new website; simply navigate to the item you require. Select the required options for the product (please make sure when buying a corded item you make the correct choice of voltage), then click the “add to basket” button. Once you’ve done this you simply click the basket button at the top right of the page and proceed through to the checkout system.
Over the phone – If you’d prefer to place your order over the phone this is possible, please call our sales team on 0117 305 1980 and a member of our staff will be able to assist you.
In-person – Of course if you’d prefer to make your order in person that is also possible. You can visit our store in Bristol and (where possible) collect your item(s) at the same time.
By card online – By far the easiest and most popular option. We accept payment by all major credit and debit cards excluding American Express. Payments online are processed through SagePay. This is done securely without any card information being passed to ourselves.
Over the phone / email – Unfortunately we are unable to take card payments over the phone for your order, however we can take the details of the order on the phone and send you a completely secure payment link via email to process payment and complete your order. Please call us on 0117 305 1980.
By Cheque – Cheque payments should be made out to “Avon Services – T/A The One Stop Cleaning Shop” and sent to: One Stop Cleaning Shop, Unit 3 Bedminster Trade Park, Sheene Way, Bristol, BS3 4TA. Please make sure you include your order reference number when paying by cheque.
By Bank Transfer – Payments by bank transfer should be made into the following account; Sort Code: 30-94-80 Account Number: 62015468 Please include your order reference number if paying by bank transfer.
Yes of course! If you work in the public sector, including Local Authorities, NHS, Schools, Armed Forces and other government departments we will accept an official purchase order. If you are a privete company, or an individual – for your first order we require you to pay via BACS payment, however after this our accounts department can get you set up on our system for future PO requests via phone, post, email, or in-person.
We will require the following to process your order:
- Official Order Number
- Delivery Address (Delivery contact name and phone number)
- Invoice Address (Accounts contact name and phone number)
- Email (if applicable)
- Products Required
When calculating your total please remember that a delivery charge of £4.95 is applicable to all orders under £75.00 (plusVAT).
Official orders should be sent to us in any of the following ways:
Phone 0117 305 1980
Email to firstname.lastname@example.org
Post to One Stop Cleaning Shop, Unit 3 Bedminster Trade Park, Sheene Way, Bristol, BS3 4TA
In-Person at our Bristol store.
If your order is more than £75.00 plus VAT carriage is FREE when your delivery address is anywhere in mainland England or Wales & most of Scotland (Zone1). If you live on any of the British Islands, or in the Scottish Highlands or Northern Ireland (Zone2) we will charge you £8.95.
If your order is less than £75.00 plus VAT you will be charged £4.95 when your delivery address is anywhere in mainland England or Wales & most of Scotland (Zone1). If you live on any of the British Islands, or in the Scottish Highlands or Northern Ireland (Zone2) we will charge you £12.95.
We have two main delivery zones, these are shown in the image below as “Zone 1” and “Zone 2” the postage costs for each zone can be seen above. If you are unsure of which area you come under please contact us.
- Zone 1 – Anywhere in mainland England or Wales & most of Scotland.
- Zone 2 – Any of the British Islands, or in the Scottish Highlands or Northern Ireland.
98% of orders are delivered the next working day. If you live in mainland England or Wales & most of Scotland & you order before 3.30pm & we have the item in stock, you will receive your order on the next working day. As we nearly always have the items in stock we can state that you have a 98% chance of receiving it the next day. For the 2% of orders that cannot be fulfilled immediately, we will be in touch via telephone to keep you fully informed as to when you will receive the item.
We have three main classes of delivery these are as follows;
- Next Day – These items will arrive the following working day (Mon – Fri) if you place your order before 3.30pm on a week day. If you do not see the ‘Free Next Day’ message and require your item the following working day please call us as we can often arrange this for you either free of charge or for a small fee.
- Standard Delivery
- Small Items – This covers things such as vacuum bags, hoses, and other smaller accessories. These are generally dispatched the same day but are sent by post on a 3–5 day service. If delivery is to be any longer than this we will phone you within 24 hours to advise of the delay.
- Built to order – Built to order items are generally delivered within 5 working days, however delivery times up to 3 weeks can be common on some items. If you require a delivery urgently for a built to order item please phone us before ordering to get an estimated delivery time.
The following is when you can expect your delivery when you have selected next working day before 3:30pm:
|Friday (before 3:30pm)||Monday|
|Friday (after 3:30pm, inc weekends)||Tuesday|
Currently we do not offer that service as standard. If this is required you may call us on 0117 305 1980 & we can provide a cost for doing so.
Upon dispatch UK Mail or DPD will email & text you saying that your item has been collected from us. Very early the following day the courier will text & email giving you an hour slot when you can expect to receive your parcel that day. If that time doesn’t suit they will offer 2 other days or an option to nominate a particular neighbour to receive your parcel. You simply text back choosing the best option for you.
Not only can you track your parcel but you can get a real time countdown to when the driver is about to pull up at your door.
UK Mail or DPD will leave a calling card. You can then request that they deliver another day. If there are any problems at all call us on 0117 305 1980 & we will talk to the courier for you.
Yes. An unwanted product can be returned for a full refund within 7 days of delivery as long as it’s still in its original, unopened packaging. This returns policy for unopened goods is in addition to your statutory rights and applies to purchases made in store, online or over the phone. Separately to the 7 day policy below, and in accordance with your rights when you purchase goods online or over the phone, unwanted items can be returned even if you have opened them for inspection as long as you let us know within 14 calendar days from the day after delivery. Once you have told us you want to return an item, you should do so without undue delay and not later than 14 days from the day on which you informed us of your decision to cancel the order. You can examine the goods as you would in a shop but to obtain a full refund you must not start using them. The goods must be returned in ‘as new’ condition and in their original packaging.
Returns and exchanges can only be processed with proof of purchase. This can be the sales receipt, a bank statement or an online sales invoice. Please provide your order numbers when you return a product.
There are 2 ways to return a product bought online or over the phone:
- In-Store: Whether you bought it in-store, online or over the phone, all our products can be returned to our main store in Bristol.
- Over the phone: You can also arrange a product refund, alternatively exchange or repair, by calling our team on 0117 305 1980. If you purchase a product from our store, we recommend you to return the product back to the store.The refund can be done on the same day as it is requested to speed up the process.
If you choose to cancel an order that you have not yet received, please call 0117 305 1980 to inform one of our colleagues whether you would like a refund or exchange. To speed up the process, please have your order number to hand before calling. Once we have received your request, we will contact you to process your cancellation. You have the right to cancel your order at any time before the confirmed delivery date free of charge. You have the right to cancel your order within 7 working days of receiving your products without giving a reason providing the goods are unused and in a resalable condition. You would, however, have to pay the cost of returning the goods to us with a courier of your choosing. We do not cover the cost of this charge on returned items. This cost will be funded by the customer.
If you have decided to cancel your order or wish to return your products to One Stop Cleaning Shop, we will refund your credit card within 3-5 days of the goods being returned to us providing the goods are in a resealable condition.
Within 30 days of purchase or delivery, you may return a faulty product for an exchange or refund. You can return it to our store. Or you can arrange for a return by calling us on 0117 350 1980, or by emailing email@example.com.
Please note – Within product’s guarantee period (normally 12 months from purchase or delivery: We will offer you a prompt repair service. In all cases we reserve the right to inspect the product and verify the fault. Please call our team on 0117 305 1980 or emailing firstname.lastname@example.org to arrange collection. To speed up the process, please have your order number to hand before calling. We do not cover faults caused by accident, neglect, misuse or normal wear and tear.
If you unpack your product and find it damaged or incorrect, please contact us as soon as you can so that we can arrange a return or exchange product for you. Returns and exchanges can only be processed with proof of purchase. This can be the sales receipt, a bank statement or an online sales invoice. Please provide your order numbers when you return a product.
There are 2 ways to return a product bought online or over the phone:
- In-Store: Whether you bought it in-store, online or over the phone, all of our products can be returned to our main store in Bristol.
- Over the phone: You can also arrange product collection and refund, alternatively exchange or repair, by calling our team on 0117 305 1980.
If you decide to return my item from my home/business instead of bringing it into your store, this can be arranged, however, this will be with a courier of your choosing at a cost to you. We do not cover the cost of this charge on returned items. This cost will be funded by the customer. Once we have received the goods back from you, we will give you a refund for the cost of the product plus the delivery charge paid (except for the additional costs arising if you selected a type of delivery other than the least expensive type of standard delivery offered by us). We may make a deduction from the refund for any loss in value of the goods if the loss is a result of any unnecessary handling by you. If you have requested we begin the performance of any service, such as installation of a product, within the 14 day cancellation period we have the right to retain any charge paid for services which have already begun or been completed. Refunds can take up to 3-5 working days to be credited to your payment card once we’ve received your returned item.
Yes, we may be closed or working on reduced hours depending on the season.
Please note our winter delivery times for the 2020/2021 festive period are as follows: During the festive period our phone lines and office will be closed at 12noon on Thursday, 24th December 2020. We will then be returning to work with a skeleton staff on the following days: Tuesday 29th – Thursday 31st December 2020 (8am-5pm). We will return to work as normal 8am – 5pm on Monday, 4th January 2021. All local orders placed before 3pm on 24th December will be dispatched on Tuesday 29th December. All web orders placed before 3pm on 24th December will be dispatched on Tuesday 29th December. If you have an urgent request for your item, please call us on 0117 305 1980 to confirm our stock levels and delivery times before ordering.
Here at One Stop Cleaning Shop, we don’t like the thought of having any unhappy customers. If you do wish to contact us, please do so via the phone in the first instance on 0117 305 1980 where we will endeavor to help you as quickly as possible.
Under EU Regulations we are required to provide consumers with an electronic link to the Online Dispute Resolution (ODR) platform. You can submit a complaint via the Online Dispute Resolution platform, which can be found here.
The One Stop Cleaning Shop is a trading name of Avon Services, Unit 3, Bedminster Trade Park, Sheene Way, Bristol, BS3 4TA, registered in England No. 449 5916 VAT No. 137 8293 42
New customers – This couldn’t be easier… Simply click on the “My Account” button on the top right of the site, and fill in your email address to register. A password will be sent to your email, where you can then login and fill in all your contact details and change your password if required.
Current ‘Un-registered’ Customers – If you currently have an account with us which you use to order over the phone, or in-person in our Bristol store, then you can set up a new account on our site using the normal method. Please make sure you use the same email address we currently have on our system for your statements, this will then link up with the account we already have for you.