speak to our team - 01282 500332

FAQ's

Accounts

How do I set up an account?

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Click the "create account" link in the main menu and fill out the form. 

Once we have recieved your application we will verify that you are a trading business. Once your account has been approved you will be able to see prices. 

I can't see prices?

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If you cannot see prices this means your account is still in the process of being approved. As we are a wholesale only company prices are hidden from the general public. 

I don't have a business how do I order?

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We are a trade only business.

If you are looking for pieces for your own home please visit our stockist locator where you will be able to find a store close to you that stocks our items. 

If you are an interior designer or looking to purchase in volume please contact us. 

Payment

What payment methods do you accept?

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Payment can be made via bank transfer or cheque.

Can I get credit?

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We offer 14 days credit (subject to approval) for exisiting customers. First orders are always invoiced pro forma.

Delivery

How much does shipping cost?

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UK:

UK shipping is FREE* on all orders which meet the minimum order value. 

This is £500 for first orders and £200 for subsequent orders.

*Please note this excludes the 2 and 3 metre "View of Nature" and Extra Large Round frames which require private courier delivery.

INTERNATIONAL:

Please contact us for a tailor made quote based on your location

How long does delivery take?

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UK:

Some of our items are made to order and we aim to dispatch all orders within 3-5 working days. 

Should any items be out of stock or require a longer lead time we will notify you at the point of ordering.

Once despatched the order will usually arrive with you next day. 

INTERNATIONAL:

Please contact us for more information specific to your country.

Who will deliver my order?

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We currently use Parcelforce to courier the majority of our UK items.

Large orders or orders containing our largest prints will be sent via our private courier. 

Can I track my order?

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Yes! All of our shipments are trackable.

Once your order is packaged and despatched you will receive an email with a tracking code, where you will be able to follow the progress of your item. 

If your order is being sent via our private courier we will provide you with their details so they you can be kept up to date with their progress.

I haven't received my tracking number

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Please check that you have provided us with an up to date email.

Tracking information is directly sent to the email you provide via our courier upon collection from the store.

If you still can't find it please contact us below and we will be able to provide you with your code. 

What should I do if my order is missing?

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Please check your tracking information prior to contacting us. The parcel may be waiting for collection or redelivery.

If you are in the UK and have not received your order within the allotted delivery time frame, please notify us by email within 7 days of the date on which you ordered the products.

My Parcel says it was delivered but I don't have it?

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Should you have received a delivery confirmation but are not in possession of the item please check the following:

- The delivery address you have provided is correct. You can check this on your order confirmation 

- The parcel has not been delivered to a neighbour or another member of your team.

- If delivered to a work address it has not been delivered to another member of your office or mailing room. 

- Have you received a delivery card with instructions on how to collect your item?

If you have done all of the above please contact us and we will open an investigation ticket with the appropriate delivery partners.

Please note we are unable to process a refund until this investigation is completed. 

Do you ship worldwide?

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Yes we ship worldwide.

Please contact us prior to ordering so we can discuss shipping arrangements. 

Will I be charged customs and import fees?

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Custom and Import charges are charged once an item has arrived in its destination country.

Unfortunately, we have no control over what these charges are, as Custom and Import policies vary from country to country.

We would advise that you find out what these charges may be before you place your order.

Custom or Import Charges are currently not applicable for orders within the EU. 

Orders

Where is my order?

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Your order should arrive within the time frame advertised, which you can double check in your order confirmation email.

You should also receive a tracking link in this email so check this out for any delivery updates.

If the delivery time frame has passed and you’ve still not received your items, please get in touch with us below.

Can I cancel my order?

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Once you have placed an order with us our team work hard to make sure we are promptly packing and despatching your order, therefore once your order has been shipped we are unable to cancel the order. 

If you are unhappy with your item(s) or no longer require them, you are welcome to send them back to us for a full refund within 14 days of receipt.

If you need further information, please view our returns policy.

Can I amend my order?

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As soon as you place your order, we work on the dispatch process as quickly as possible, if you decide you want to amend your order please contact us below and we will be happy to accommodatee.

However, please note that once the order has been dispatched we will not be able to make any amendments to it, so if you no longer want your item or would like to exchange for something different, please contact us or view our returns policy for more information. 

What if my order is being sent to the wrong address?

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Please contact us immediately  so we can attempt to alter the address prior to despatch. If the parcel has already been despatched then we will contact the courier on your behalf. 

I haven't received an order confirmation

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Once you have placed an order, you should receive an email confirmation sent to the email address you provided at checkout.

If for some reason, you did not receive this email, please check your spam/junk folders.

If you still cannot find this, please log into your account to check that your order was initially processed, and if you are still having problems please contact us!

What do I do if I've received the wrong item?

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In the rare event that you’ve received the wrong item in your order, and you're a UK customer, please contact us and we will send you the correct products immediately.

We will also provide you with a free returns label for the incorrect items to be collected from your business.

If you're an international customer, please contact us below where we will be able to advise you further on the next steps.

I haven't received all of my items.

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If you receive your order and an item is missing, it is possible that your order may have been split to be sent in separate parcels and sent via different services. Log into your account and check for multiple tracking codes. 

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As of March 2020 The Weird & Wonderful is now trade only. 

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