FAQ

 

ORDERS


Payment Methods

We accept a range of credit and debit cards including Visa, MasterCard and American Express. If you have any problems with your order please email us at hello@wicklewood.com.

Promotion Codes

If you have a promotional code, you will have the opportunity to add it at the shopping cart stage of checkout.

If you’re having difficulty applying the code, it’s best to double check that the terms of the promotional code apply to the items you are purchasing. If your code is still not working, get in touch by emailing hello@wicklewood.com.

Only one promotional code will be allowed per order. 

Delivery

We endeavour to ship all orders within one working day, however during busier periods it may take up to three. Please keep in mind that all orders placed on weekends or holidays will be processed the next business day. Orders placed after 1PM GMT on business days will begin processing on the following business day.

Each product is carefully packaged to ensure that it arrives in pristine condition. If you place an order online for multiple products, we will consolidate boxes to the extent possible. Orders will be shipped via DHL and delivered right to your front door.

UK Shipping Costs

Wicklewood uses DHL Express, which Guarantees delivery within 2 days of shipment. Please see shipping rates below: 

UK

Level 1: £0.01 - £249.99 = £12

Level 2: £200 - £499.99 = £16

Level 3: £500 upwards = £35

Channel Islands

Level 1: £0.01 - £249.99 = £20

Level 2: £250 - £499.99 = £32

Level 3: £500 upwards = £45

International Orders

Wicklewood ships globally. We offer DHL Express shipping which guarantees delivery within 3 working days.

USA

Level 1: up to  £249.99 = £40

Level 2: £250 - £499.99 = £75

Level 3: £500 upwards = £95

Europe

Level 1: up to £249.99 = £30

Level 2: £250 - £499.99 = £45

Level 3: £500 upwards = £60

Australia

Level 1: up to  £249.99 = £75

Level 2: £250 - £499.99 = £175

Level 3: £500 upwards = £375

Asia

Level 1: up to  £249.99 = £65

Level 2: £250 - £499.99 = £80

Level 3: £500 upwards = £95

ROW

Level 1: up to  £249.99 = £65

Level 2: £250 - £499.99 = £80

Level 3: £500 upwards = £90

Please note that international shipments could be subject to additional duties fees. If you have any questions please contact us at hello@wicklewood.com

Tracking your order

Once your order has shipped you will receive a shipping notification with tracking information included so that you can check-in on the progress of the shipment. 

Sold out items

Please use the form provided on the specific product page to submit your email address for notification when the piece becomes available. Please note that many of our decorative accents are one-of-a-kind and so once they are sold out it is unlikely that we will be able to get them again. All the rest of our product can be replenished.

 Damaged product

Wicklewood stands 100% behind our products. Each piece is carefully finished and packed to ensure safe transport. We encourage you to inspect your items on receipt of your purchase. In the event that damage occurs in transit or you discover any manufacturing defects, please contact us immediately.

RETURNS

 

Returns & Refunds

We accept returns on all products within 14 working days of delivery. If there are any issues with your order, please notify us within 24 hours of receiving your order.
Please note, free items must be returned with your order. If not, any free items, as part of a qualifying purchase, will be deducted from the amount of the refund.

We offer a full refund on items returned within 14 working days from the date you received your order. Items must be unused in the same condition you received it and in the original packaging. Any returns deemed in an unsaleable condition will not be accepted as a return and the customer will be notified via email.

Please note that refunds can take up to 5-7 working days to show on your account due to varying processing times between payment providers.

At this moment in time, we are unable to offer exchanges on our products.

U.K Returns

To initiate a return, please contact us at hello@wicklewood.com and we will send you a prepaid shipping label and arrange a collection.

If you are returning over £350 worth of product, we require the customer to pay for the return shipping.  We advise using a trackable shipping service and obtaining proof of postage. Any items that do not reach us are the responsibility of the customer.

Alternatively, we can arrange return shipping and a collection and this cost will be deducted from your refund.

EU and International Returns

We require the customer to pay for the return shipping. We advise using a trackable shipping service and obtaining proof of postage. Any items that do not reach us are the responsibility of the customer. Customers are responsible for taxes and duties.

If your order has been shipped outside of the UK, customs duties and sales taxes are non-refundable through Wicklewood. However, you may be able to recover these costs by contacting your local customs bureau directly.

Please make sure your items are returned new and unused. Returns that do not meet our policy will not be accepted and will be sent back to you.

 

WICKLEWOOD PRODUCTS

Please note that our products are handmade and our products will vary slightly from piece to piece and so there might be some small variation between the image that you see on the website and the final delivered product.

Care & Cleaning

Please see information about care and cleaning on the product pages.

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