Delivery & Returns

Delivery

Goods will either be delivered in a box or on a pallet depending on the size and weight of your complete order.

Delivery costs will be calculated at checkout. Costs vary depending on the weight of your order and the postcode of the delivery address.

For boxed deliveries to anywhere in England (including Isle of Wight), Wales, Scotland (including Outer Hebrides and Orkney Islands), Isle of Man and Channel Islands, the delivery charges are shown below (inc. VAT):

  • Up to 1kg: £5.50
  • 1.1 to 5kg: £7.50
  • 5.1 to 20kg: £9.50
  • 20.1 to 75kg: £15 to most UK mainland postcodes - other postcodes may vary

For all orders placed Monday to Friday before 5pm, we will endeavour to deliver within 5-10 working days Monday - Friday, UK Mainland only; however some packages may take up to 15 days. 

Any orders with a total weight over 75kg (or too large or fragile to go in a box) will be delivered on a pallet at a cost of £49 to most UK mainland addresses. Some areas within the UK are subject to higher delivery costs due to their location, including: Scottish Highlands, Scottish Islands, Isle of Man, Isle of Wight and the Channel Islands. These prices will be shown at checkout.

Delivery to Northern Ireland
  • Up to 1kg: £10
  • 1.1 to 20kg: £30
  • 20.1 to 75kg: £35
Additional delivery information

If you any other special delivery instructions please place them in the comments box at checkout. This should include any access issues or offloading requirements to ensure the safe delivery of your Wilstone products.

We will try to meet all your requirements but cannot guarantee that our delivery agents will be able to follow your instructions. We use a third party courier who will deliver your goods. The courier may ask for assistance to offload goods safely. Delivery is kerbside only and anything beyond that is at the driver's discretion. They will not be able to unpack or install your delivery.

Before signing the delivery note please check all packaging for any sign of damage and indicate as necessary on the delivery note.

Returns & Cancellation

All our goods are carefully inspected before despatch, although very occasionally problems may occur. We ask our customers to check the goods upon receipt and to notify us, by phone or by e-mail, as soon as possible of any damage, missing items or quality issues.

Consumer Contracts Regulations 2015 offers you the right to cancel an order when you buy online or by phone.

You are entitled to cancel your order, provided that you do so within 14 days from the day on which you receive the goods. Please quote your order number on all correspondence.

If you wish to cancel your order, you must inform us of your decision by giving: your name, address, details of the order you wish to cancel, your phone number and email address.

You can cancel by email to support@wilstone.com  or by phoning 01694 771800.

The goods must be returned within 14 days of the cancellation to receive an exchange or refund and it is the responsibility of the customer to pay for the cost of returning the goods. It's important that any unwanted item(s), unless faulty, are returned in a re-saleable condition. We'd expect this to mean that you've kept all original packaging and labels and that it's undamaged and unused.

Refunds

If the goods are received in a suitable condition we will refund the value of the cancelled goods and the cost of standard delivery (except for any supplementary costs arising if you requested any non-standard delivery).

A deduction may be made if the value of the goods returned has been reduced as a result of you handling the goods more than was necessary.

Once goods are returned, we’ll refund the person who originally placed and paid for the order.

We will refund by the method used to pay for the original transaction and it can take up to 14 days after you have returned the item(s) to receive your refund.

We are unable to refund or offer an exchange on any bespoke products, unless they are faulty.

Faulty or incorrectly received goods

We will refund the cost of faulty goods and the delivery charge as well as the return postage. Please notify us as soon as possible, but within 30 days of the date of purchase, to receive an exchange or full refund.

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