Frequently Asked Questions

Stock

Q) I have seen a product on your website that I would like to order, but I need to order more than what you are currently showing in stock. What shall I do?

A) Please etiher fill in the Quick Query form on our home page or contact our Sales Team on 01427 666025 where we would be happy to contact our suppliers to see if we are able to locate the full quantity you require.

Q) I really can't see what I am looking for, can you help?

A) Yes please feel free to contact our Sales Team on 01427 666025 who would be more than happy to try and help you, or alternatively just fill in our Quick Query Form which is located on our Home Page.

Delivery & Returns

Q) Can I arrange for my order to be sent to my work address?

A) Yes, at the time an order is placed a different delivery address can be specified.

Q) Can you guarantee delivery for a specific day?

A) If a priority or Saturday delivery service is applied to an order we can guarantee a day for delivery. With a standard delivery service we cannot guarantee a day for delivery.  Please visit our Delivery Information page for further details.

Q) Can I have my order delivered to an address other than my invoice address?

   A) Yes, you can have your parcel delivered to an address which is more convenient to you.

Q) Can the parcel be left with a neighbour or in a specified place at my delivery address?

A) Yes, at the time an order is placed we recommend that delivery instructions are provided if there is any chance that you may not be in to receive your delivery. Our courier will follow any instructions given but please bear in mind that we can only provide instructions with a maximum number of 30 characters.  Should the driver leave the goods with either a neighbour or in a safe place as per the instruction given then the goods automatically become the responsability of the customer and WeddingTimeUK will not be liable for any loss or damage to the goods from this time onwards.

Q) My plans have changed and I will not be in on the day of delivery, what can I do?

A) After two attempts City Link will return your order to the depot. To arrange a collection please contact City Link on 08444 930932 or by visiting www.city-link.co.uk. Please note City Link will only keep your goods for 3 working days before returning them back to WeddingTimeUK.

If a 3rd delivery attempt is required then there would be an additional charge of £4.95, a new delivery address or further delivery instructions can be added at this stage if required.

Q) My order went to the wrong address, how do I get my order?

   A) Please contact our Customer Service team on 01427 666025 who will arrange for your order to be re-delivered at no extra cost.

Q) I have received my delivery after the guaranteed delivery time will you offer any compensation?

A) Please contact our Customer Services team on 01427 666025 who will be able to investigate with our courier the late delivery and advise if any compensation is available.

Q) My order was despatched by Royal Mail & I have not received it yet?

A) Orders sent by Royal Mail 1st Class Post can only be reported as lost after 15 days have elapsed from the despatch date. We will be happy to provide a copy invoice and delivery note to you to enable you to make a claim for compensation with Royal Mail. As soon as the goods have been despatched we cannot accept any liability for goods despatched by Royal Mail 1st Class post on a Standard delivery service.

Q) After receiving the parcel, I opened it briefly and did not notice the damage until taking them fully out of the box later on. I know it is after the 7 working days policy, however, what shall I do now?

A) Our returns policy requires that any damaged/missing/faulty items MUST be reported within the 7 day period in order to receive a replacement/refund.

Q) I have taken the item out of the box and assembled it and now I have realised that I measured the item incorrectly.

A) As our returns policy states, goods can only be returned if in the original resalable condition and within 28 days of dispatch, this means that any used or assembled items are not eligible to be returned to us.

Q) I returned the items that I purchased; However, I was made aware that they arrived damaged. Where do I stand?

A) Customers are liable for returns until they reach us. Unfortunately if the goods are received damaged they cannot be refunded.

Q) I purchased an item from your website, however, it has developed a fault. I know you have a 28 day policy. What shall I do?

A) If the item becomes faulty, please check the policy for that particular item e.g. some lights have a 12 month warranty depending on usage of the particular item and then contact our Customer Service team on 01427 666025 for further advice.

Q) I no longer like the items I have purchased and would like to return them for a full credit.

A) We are happy to receive the returned item(s) back within 28 days of receipt of the goods; however, the goods will need to be returned at your own cost.

Also if you are returning either the whole or part of the order we will not refund the original delivery charge paid as this part of our service to you has been completed.

Please note, that we will be unable to accept the return and no refund will be given in the event that the goods arrive to us in a non-resalable condition.

Please note that any goods that we receive faulty/damaged after being advised that they are in a full resalable condition, will be investigated.

Q) What if I can't return an item?

A) If for any reason you are finding it difficult to return an item, for example, the item is heavy and bulky, then it is possible for us to arrange a collection for you. This collection would be made using City Link and can be arranged to take place any weekday when someone is in to meet the driver. This service costs £14.95, which will be charged prior to the collection being arranged. Please call us on 01427 666025 if you want to use this service. (Please note that this collection will be made during normal office hours and drivers cannot be time specific).