Delivery & Returns
If we offer a pre order option, please be aware the stock is already on the way to us. You will be kept up to date as to when it will arrive within the UK, and when you should expect to receive it.
Payments will be taken at time of ordering, but you are within you rights to cancel before dispatch.
How much is delivery?
Shipping is worked out by weight of your order.
Anything upto 2kg is £5.49, delivered by Royal Mail First Class Signed for delivery.
Anything over 2kg is £8.49 and will be sent by courier.
Free Delivery is also sent by courier – OVER £150 UK ONLY
How soon will my order be dispatched?
We aim to dispatch within 24-48 hours of receiving your order.
Once dispatched, orders should arrive the next working day.
You agree that proof of delivery supplied by our delivery company is sufficient evidence to establish that goods have been received.
Which Countries do you ship to?
We now offer worldwide shipping. If for any reason this isn’t successful at the checkout, please contact us.
New Export Regulations to the EU as of the 1st of January 2021
As the United Kingdom has left the European Union, the trade agreements have changed. This means that VAT, import duties and administration costs may be payable on parcels sent from the UK. The customer will have to pay these costs before receiving the parcel.
Wilson & BrownSupplies will use Fedex or DHL to ship products internationally. Once the order is at customs the customer will receive a text message or email advising them of the customs duties set by that country. The exact amount depends on the value of the goods in the parcel, the VAT rate and the import tariff.
Can I have my order delivered to a different address?
Yes you can! As long as your account address is the same as where your method of payment is registered, then you can choose a different delivery address.
Can I track my order?
If you have chosen Royal Mail then we’re afraid not, but anything sent via courier is fully trackable (this may be a made up word – but you get our drift!).
Problems With Your Order
We hope there aren’t any but here’s what you do if there are!
I’ve just placed my order – can I change it?
Please contact us by email or phone as soon as possible and we will do our best to help.
I’ve placed my order – can I cancel it?
Again, please contact us by email or phone as soon as possible and we will do our very best to prevent your order being despatched. However if your order has already left you will need to return the goods (see ‘I want to return an item’).
My order is wrong!
In the unlikely event of your order being wrong in some way – a missing item or you’ve received the wrong product – please contact us via our ‘contact us’ page. We will need your order number so we can see what is incorrect.
I’ve received a damaged or faulty item
First of all, we are very, very sorry! Second of all please contact us via our ‘contact us’ page. Again we will need your order number at this point.
We need you to check your order as soon as you receive it and notify us within 48hrs of any problems, otherwise we will assume that all is OK.
I want to return an item
We want you to be happy with whatever you’ve bought from us (there is nothing worse than an unhappy customer – it makes us sad )
So if you decide, for whatever reason, that you want to return an item, all you have to do is notify us within 7 days that you are returning goods. Package it back up and post it to the address on your invoice. To make sure your return gets processed correctly at this end, please include all your details and whether you require a refund (which will be paid within 30 days) or an exchange.
We don’t want to be picky, but your returned goods must reach us in a saleable condition!
As ever there is some legal stuff covering this kind of thing, so buckle up here it comes:
Your rights to return goods are protected under the EU Distance Selling Directive.
You are entitled to cancel your order and return the goods within 14 working days for a full refund, providing they are in the condition of which you received them, including the cost of delivery. You are responsible for the cost and risk of loss or damage when returning goods, so you should take out extra postal insurance to cover their value. This cancellation policy does not affect your rights when we are at fault – for example, if the goods are faulty or mis-described.
Refunds Policy
Standard Return Policy
Returns can be arranged by contacing us via email at customerservices@wilsonbrownsupplies.com
Returns are subject to our Sales & Refunds Policy.
You can indicate your intent to return within 14 days of receiving your product. You have a further 14 days after indicating your intent to return to then return your products or arrange for their collection, providing it is in a resaleable condition (sealed and unopened). This option is in addition to your consumer rights to return defective products.
If you do wish to return your order, or just certain items from it, please Contact us. Make sure you provide the following details:
- Your Web Order Number.
- The full address from where we can collect the goods.
- A contact phone number
On receipt of your email, we will provide information on how to return your order, or parts of.
Refunds
Once we receive your item, the product will be checked and if all is correct, a refund is initiated immediately. The way your refund is processed depends on your original payment method:
How long does it take to process my refund?
Once your goods are back at our warehouse, your refund will be processed. Please allow 5-7 days for the refund to reach your account.
What happens if I have received a defective item?
Again, we hope this never happens, but if it does please contact us by email and we can have your product replaced, or refund you.
