Service standards
Supplier service level standards
This article provides a high-level overview of our supplier service level standards
Our supplier service level standards are levels of service that our suppliers are required to meet and cover areas such as order dispatch time, customer support response time, refunds, returns, faulty items etc.
If you have a concern, then you can contact the supplier to review any potential issues with them initially:
For more detail please refer to our Terms and Conditions.
We cannot guarantee that all service level standards will be met all of the time but we actively monitor and work with our suppliers wherever we can, should improvements be required.
This article is structured as follows:
- Supplier service level standards
- Differences in service level standards for GoTen
- Differences in services level standards for VidaXL
Supplier service level standards
| Service level standard | KPI |
|---|---|
| Order dispatch time | Within 24 hours (Business Days) |
| Customer support response time | Within 24 hours (Business Days) |
| Communications with Sellers | Via Avasam Platform Messaging System only |
| Shipping times | Expedited 1 - 2 calendar days, Standard 2 - 3 calendar days, Economy 3 - 5 calendar days, Only UK shipping is currently supported |
| Tracked shipping services | Tracked shipping service mandatory for all Orders over £20 in value (including shipping) |
| No printed invoices | Invoices not to be included with the physical Item |
| Plain packaging | Plain outer packaging with no Supplier marketing materials |
| Return Items | 30 calendar days of the Delivery Date |
| Faulty Items | 60 calendar days of the Delivery Date |
| Refunds for Return Items, Exchange Items, Lost Items, Out-of-Stock Items | Total Order Amount as invoiced, inclusive of the original outbound shipping costs and VAT |
| Faulty Item refunds | Total Order Amount as invoiced, inclusive of the original outbound shipping costs and VAT plus return shipping |
| Refund timing | To be approved within 3 Business Days |
| Product warranties | Defer to manufacturer's warranty after 60 day Faulty Item period |
| Dispute resolution period | Within 5 days (Business Days) - applicable to suppliers and sellers |
| Dispute resolution case losses | Rulings in favour >75% of cases - applicable to both suppliers and sellers |
Differences in service level standards for GB010107 (SaleYee)
This supplier’s service level terms and conditions differ in the following ways from Avasam’s standard terms and conditions:
Product price changes:
Price changes (up or down) pull in real-time meaning they do not conform to Avasam’s standard 5-day price change notification period. Therefore, to avoid selling products at a loss or lower margin than expected following any price change, you must set up your automated pricing rules as set out here when sourcing and selling products from this supplier.
Order dispatch time:
Orders are dispatched within Avasam’s stipulated 24 hours (on Business Days) but courier tracking details can sometimes take longer to be published. This is beyond Avasam’s control.
Shipping times:
Only tracked 3 to 5-day UK shipping is available. Note that as with our other suppliers, we do not yet support international shipping outside of the UK.
Order cancellations:
Order cancellations are not possible once an order has been created and paid for in Avasam. Orders that cannot be cancelled should be treated as Return Items and you the Seller will need to determine whether or not to compensate your End Customer for the Return Item shipping costs. You may also instruct the seller to refuse delivery of the Item.
Differences in services level standards for GB010108 (VidaXL)
This supplier’s service level terms and conditions differ in the following ways from Avasam’s standard terms and conditions:
UK VAT treatment for non-VAT registered marketplace sellers:
This supplier dispatches all orders from its European distribution centre in the Netherlands. Under new EU/UK VAT legislation, marketplaces such as eBay and Amazon are required to collect VAT on behalf of sellers whenever goods sold are imported into the UK. Therefore, marketplaces will ask sellers to enter the inventory location to their listings and will add UK VAT to the selling price of all non-UK located goods. This will not impact UK VAT registered sellers who will claim the input VAT back as per the normal process. However, non-VAT registered sellers cannot do this and will therefore be double taxed as the cost price paid via Avasam already includes UK VAT. Non-VAT registered sellers who are selling via marketplaces should seek advice as to whether or not they can enter a UK inventory location on the basis that the UK VAT has already been paid and therefore avoid double taxation. Avasam is unable to advise on this or any other tax-related matters.
Product price changes:
Price changes (up or down) pull in real-time meaning they do not conform to Avasam’s standard 5-day price change notification period. Therefore, to avoid selling products at a loss or lower margin than expected following any price change, you must set up your automated pricing rules as set out here when sourcing and selling products from this supplier.
Order dispatch time:
Orders are dispatched within 72 hours (on Business Days). This can be slightly longer during exceptionally busy periods such as Christmas and Black Friday.
Shipping times:
Target delivery time is 4 - 5 Business Days from when the order is paid, but larger/bulky Items may take up to 6 Business Days. Bulk-buy wholesale orders may take up to 2 - 3 weeks depending on the quantity ordered. Note that as with our other suppliers, we do not yet support international shipping outside of the UK.
Faulty Items:
Faulty Items are accepted for full/partial refund and replacement up to 30 days from the Delivery Date. Up to 6 months, Item replacements or partial refunds will be offered. Between 6 months and 2 years, parts replacements or partial refunds will be offered. Product warranty is for 2 years.
Order cancellations:
Order cancellations are possible if requested shortly after the Order payment is made (typically up to 2 hours) but cannot be guaranteed if the Order is already picked and packed. To request an order cancellation, please contact Avasam’s customer support team as our standard order cancellation functionality will be disabled for this supplier. Orders that cannot be cancelled should be treated as Return Items and you the Seller will need to determine whether or not to compensate your End Customer for the Return Item shipping costs. You may also instruct the seller to refuse delivery of the Item.
Item packaging:
All Items will be shipped using packaging with the name “VidaXL” printed on the outside. The products themselves do not contain the name “VidaXL”.
Differences in services level standards for GB010101
Sales channel restrictions:
Products from supplier GB010101 are not permitted for sale on Amazon, eBay or Etsy (not currently an Avasam support channel). The supplier employs a brand enforcement agency to police listings activity on Amazon, eBay and Etsy. Any action that might arise from this, including the cancellation of item listings or possible account suspensions, is beyond the control of Avasam. We strongly recommend that you do not list these items on Amazon, eBay or Etsy.
Order delivery:
GB010101 use Fragilistics, the UK’s only specialised mirror carrier, to manage all of their deliveries. Fragilistics operate a one-man delivery service. For large items, the driver will require assistance in getting the item from the van to the property. The delivery drivers are only permitted to carry out ground floor deliveries (this includes the entrance to a block of apartments). We recommend you make your customers aware of this in your product listings.
Differences in services level standards for GB010002
This supplier is not officially authorised by the brand owners of the products it supplies. However, the products are purchased from reputable UK-based wholesalers and the supplier can provide evidence to support this, should it be required by your sales channel provider. The products are not permitted for sale on Amazon, eBay or OnBuy.
The supplier does not use imagery belonging to the brand owner and is therefore not infringing on the brand owner’s intellectual property rights. If you source and sell these products, please do not take any additional images from the internet, for which you do not have permission to use, and do not use the official logos, banners or any other assets belonging to the brand owner. Doing so will be a breach of intellectual property rights and will likely lead to action being taken by your chosen sales channel provider or the brand owner themselves.
If you have any questions related to this, we advise you check with your sales channel provider before listing these branded items for sale.
Differences in services level standards for GB010118
Order dispatch:
Owing to the nature of the products (live plants) and specific storage requirements, it can take longer than usual for orders to be dispatched.
Order delivery:
Most orders are sent using a tracked 48-hour service via Yodel. The aim is to deliver the item within 6-7 calendar days of the order being placed, but delivery can take up to 8-10 calendar days as living plants are dispatched at the optimal time in order to reach your customers in the best possible condition. To avoid perishable items being held at depots, no signature is required, the courier will instead leave your customer’s order in a safe place on their property.
Differences in services level standards for GB010098
Listing products on Amazon:
Supplier GB010098 only approves its products to be sold on Amazon if they are listed under new Amazon listings and not tagged into any other existing Amazon listings.
This supplier works with a brand enforcement agency. Therefore, should you tag any of their products into an existing Amazon listing, you risk having penalities imposed by Amazon, including account suspension. The supplier will be unable to assist you in such a situation.
Christmas and New Year supplier trading update - December 2023/ January 2024
This article provides an overview of which suppliers are closing (or partially closing) their distribution operations over the Christmas period and how we will manage that
Over the Christmas period suppliers, will generally fall into 3 categories
- Suppliers closing completely
- Suppliers closing partially (i.e. on select working days)
- Suppliers remaining open other than bank holidays and weekends
Important Information:
With the high chance of UK postal strikes and bad weather during December, all dates provided on the attached PDF or the Avasam platform are guidelines and not guarantees.
Sellers are responsible for updating and managing delivery times at the point of sale.
Download a PDF of our Supplier opening hours matrix below to see a detailed view of the Christmas plans:
United Kingdom Restricted postcodes and remote delivery / shipping locations
Certain locations within the UK are restricted for delivery / shipping by certain courier companies. Other areas are defined as remote locations where exact shipping charges cannot always be determined in advance, particularly for larger items.**
We cannot guarantee that deliveries to these areas will always be possible or that additional delivery charges won’t apply.
You may wish to protect yourself by restricting delivery postcodes within your Sales Channel should that option be available (not all Sales Channels permit this).
Restricted and remote postcodes include:
Certain areas of Aberdeen: AB10-16, AB21-25, AB30-39, AB41-43, AB51-53, AB44-45, AB54-56;
British Forces postal addresses: All BF prefixes;
Belfast and Northern Ireland: All BT prefixes;
Certain areas of Dundee: DD6-11;
Certain areas of Edinburgh: EH35-40, EH42-46;
Certain areas of Falkirk: FK14, FK17-21;
Guernsey: All GY prefixes;
Outer Hebrides: All HS prefixes;
Isle of Man: All IM prefixes;
Inverness: All IV prefixes;
Jersey: All JE prefixes;
Certain areas of Kilmarnock: KA27-28;
Kirkwall: All KW prefixes;
Certain areas of Kirkcaldy: KY9-10, KY14-16;
Certain areas of Paisley: PA20-80;
Certain areas of Perth: PH6-50;
Isle of Wight: PO30-41;
Certain areas of Galashiels: TD1-8, TD10-14;
Isles of Scilly: TR21-25;
Shetland Islands: All ZE prefixes.
Postcodes highlighted in bold are restricted.
United States Restricted postcodes and remote delivery / shipping locations
As with many of our suppliers and logistics providers, certain areas of the US are restricted for delivery. Due to the long distance from local warehouses and high transportation costs, delivery to the following remote areas in the United States is not allowed, please read supplier terms and conditions on the individual product pages
State abbreviations: PR, HI, VI, AE, AP, AK, GU, AS, MP (AE, AP are not state abbreviations, but the abbreviations of the US military agencies)
PUERTO RICO (PR)
HAWAII (HI)
VIRGIN ISLANDS (VI)
ALASKA (AK)
GUAM GU (GU)
AMERICAN SAMOA (AS)
NORTHERN MARIANA ISLANDS (MP)