We don't have any complicated terms and conditions, but we make sure that there is an agreement to let you know where everyone stands. We only use secure couriers, we wrap and box all items ourselves and check every order before shipping.
Delivery. (see Shipping below)
Courier delivery is £6.95 when ordering less than £100 inc VAT. Free delivery on orders over £100 inc VAT. Palatalised orders are calculated on volume. Collection from our warehouse in Ipswich is possible, when ordered in advance. Orders made by 11am are next working day delivery unless Scottish Highlands or off-shore. We always use a signed for courier delivery service with a tracking number added to your order. Your delivery is calculated at checkout and clearly shown and agreed before buying.
Our policy lasts 10 days. If 10 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. Due to the nature of our products, we are aware that people may use them and try to return them after an event, wedding or party and we need to ensure that this hasn't happened with any returns. A re-stocking fee of 20% or £150 will apply to your credit for goods, whichever is less, where we are not at fault
In any and all instances, you must contact us first before sending any goods back to us and we must confirm this back to you in writing or email after offering a resolve, replacement goods or suitable repair. Do not send goods back without confirmation from our office, else the return will not be credited, a repair made or replacement sent. We do accept digital images as part of your contact to help explain your reason for wanting to return goods. To complete your return, we require a receipt or proof of purchase or our order number, normally on the consignment note that we send with all our goods.
You must contact us first where a picking error, wrong goods or incorrect number of items have been sent so that we can check our stock, system and picking history in the first instance before sending any goods back to us.
To be eligible for a returned item. Any item or items must be unused and in the same condition, sealed in the individual wrapping that you received it, with our WFC bar code sales label still attached, with our original material to enable us to re-stock it. It must also be in the original carton we sent it and returned to our warehouse address in suitable protection and containment with a 'signed for' courier or postal service. You will be responsible for paying for your own shipping costs for returning any incorrectly ordered item. Shipping costs are non-refundable. We will open and inspect the goods for damage in transit for any items returned to us. You should consider purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
To return your product after we have agreed to take the goods in for inspection, you should send your product to: WFC, Bay 2, GMA Warehouse, Orwell Terminal, Walton Ave, Felixstowe, IP11 3HE
Refunds (if applicable)
Once your approved return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 30 days. Some credit card issuers may take longer to effect your refund. If you are concerned that your refund has not been made after a reasonable time, please contact us by telephone with your original order number or email email@example.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. We may not be able to replace damaged or missing items on discounted sales products as we may be out of stock - hence offering as a sale item.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and then when we approve your return, then send your item to: WFC, Bay 2, GMA Warehouse, Orwell Terminal, Walton Ave, Felixstowe, IP11 3HE. Any item or items must be unused, re-sealed with the original wrapping that you received it, with
our WFC bar code sales label still attached so we can account for it. Your exchange item should be returned in suitable protection and containment with a 'signed for'
courier or postal service. We will open and inspect the goods for damage in transit for any items returned
to us. You should consider purchasing shipping insurance. We don’t guarantee that we will receive your returned item for exchange.
We only deliver to UK Mainland address. Scottish Highlands need one working day added to the lead times. Please not that traffic, conditions, weather and industrial action can add to any times quoted. We will try to contact you in a reasonable time using the email address or phone number on your order with any problems with your order. We cannot offer an advance call with any of our deliveries. Our delivery company will make 2 delivery attempts for Parcel deliveries and 1 for palletised orders (unless the driver is in the area again the same day). After the 2nd attempt with failure to contact anyone at the address, the package(s) will be returned to the local hub for you to arrange collection or re-delivery and there maybe a reasonable cost involved with this. A card will be left at the address on the delivery paperwork informing you of the failed delivery. If you don't get your goods and they are returned to our warehouse, you will be responsible for the re-delivery fee in addition to your original orders delivery fee (if one was applied) - In either circumstance, you will be charged for the re-delivery of the goods at the cost to us.
All small orders, that qualify as a parcel or multiples of parcels ordered on-line with funds cleared by credit or debit card or on account with sufficient funds in your account will be dispatched same on the same day when your on-line order process is completed by 11am. Orders may be delivered any time between the hours of 7:30am and 6:00pm and you should wait for your delivery if it has not arrived.
Larger orders that need to be sent on a pallet, ordered on-line with funds cleared by credit or debit card or on account with sufficient funds in your account will take 1-2 working days to pick and then 1-2 working day delivery. Orders may be delivered any time between the hours of 7:30am and 6:00pm and you should wait for your delivery if it has not arrived.
Orders sent by The Royal Mail will be in the hands of The Royal Mail and out of our control once they leave us. If your delivery is to a freight forwarder, trade show or exhibition centre, 3rd party location or premises the liability for missing goods rests with yourself if a representative of your company is not signing for the goods.
Orders sent by courier or as palletised orders are out of our control once they leave us. We do have the facility to track consignments and can do this on request. Wherever possible we will let you have the details of your consignment number so you can contact the courier about your delivery. We will only give details of your own delivery on your account, never a third party*. We use trusted and proven couriers to send all our goods as we value our reputation and customers needs.
Palletised orders are road-side or warehouse tail-lift type delivery and you are singing for a palletised delivery and the goods need to be counted and inspected. Our 3rd party pallet delivery company will not take goods in to your premises or store. You will need to have the equipment to move the pallet from where it is dropped off.
You may see an Estimated Delivery Date on your order confirmation. This is not a guaranteed delivery date for your delivery. You should sign for all goods on the delivery. We do not accept 'not checked' or any variation of this for delivery's.
2 day courier delivery service to Ireland, Northern Ireland, Scottish Highlands
and England. We have a NEXY DAY courier delivery to Bedfordshire, Berkshire, Bristol, Buckinghamshire, Cambridgeshire,
Cheshire, London, Cornwall, Cumbria, Derbyshire, Devon, Dorset, Durham, East Riding of Yorkshire, East Sussex, Essex, Gloucestershire,
Greater London, Greater Manchester, Hampshire, Herefordshire, Hertfordshire, Kent, Lancashire, Leicestershire, Lincolnshire,
Merseyside, Norfolk, North Yorkshire, Northamptonshire, Northumberland, Nottinghamshire, Oxfordshire, Rutland, Shropshire,
Somerset, South Yorkshire, Staffordshire, Suffolk, Surrey, Tyne and Wear, Warwickshire, West Midlands, West Sussex, West
Yorkshire, Wiltshire & Worcestershire.br>
Out Of Stock Items.
We will contact you when the rare event of an out of stock item occurs. Our on-line ordering system has intelligent bar-code picking and stock control. You shouldn't be able to order any goods that are out of stock. In the event of an out of stock item we will contact you for the best resolve possible or offer an alternative. You have the right to cancel your order, before the goods leave our warehouse if items are out of stock rendering your entire order un-saleable.
Due to the nature of our supply chain, out of stock items can take 6-8 weeks to reach us and this is why we have invested heavily in stock management at our warehouse.
If you have placed an order on the website, or by phone, your order can be cancelled up to 3pm of the day of dispatch and no re-stocking charge will apply. If the courier has left us with your order then we are unable to cancel your order without costs. Any emailed orders can't be cancelled once dispatched as agreed on the confirmation.