When can I expect to receive my order?
We're still working on the 3-5 working day delivery time frame for UK deliveries but we're experiencing some delays with couriers, so it may be slightly longer. We will be keeping in regular contact with all organisations in the supply chain and will notify you as soon as possible, if we are unable to fulfil an order.
Therefore, we kindly ask for your patience and understanding at this time.
What should I do if my order isn't delivered?
If your order hasn’t been delivered within the time frame listed above, please call our online team on 01704 891228, between 10am - 5pm GMT (Mon-Fri) or email email@example.com.
What should I do if an item is missing from my order?
If an item is missing from your order, please contact our online team on 01704 891235 or +44 1704 891235 from overseas, between 10am - 5pm GMT (Mon-Fri) or email firstname.lastname@example.org.
Please let us know exactly what’s wrong with your order. Remember to include your order number and full name as this will help us speed up the search for your order details.
Our returns policy
If you have bought something from the online shop and would like to return it, keep the item (in its original condition) and contact our online team on 01704 891235 or +44 1704 891235 from overseas, between 10am - 5pm GMT (Mon-Fri).
The online team will be able to process refunds in line with our standard policy. Please review our terms and conditions.
We will do our best to ensure prompt refund payment, but there may be a delay, so we ask for your understanding.
By original condition, we mean unused and in its original packaging with labels.
This policy is in addition to your statutory rights and Consumer Rights. To read more about your consumer rights you can access the Consumer Contracts Regulations 2013 under section 9 of our Terms and Conditions.
We’re unable to accept returns for the following items:
- Products that have been personalised for you such as stationery or gifts.
- Perishable goods such as flowers, food or real Christmas trees.
- Sealed audio or video recordings that have been unsealed after you receive them.
- Any products which are services relating to the supply of leisure activities (including but not limited to our gift experiences), where the services provide for a specific date or period of activity.
What should I do if I've received a faulty or incorrect item in my order?
Returning a damaged, defective or incorrect item:
If the item was damaged in transit: call our online team on 01704 891235 or +44 1704 891235 from overseas, 10am - 5pm GMT (Mon - Fri).
If the item is defective: call our online team on 01704 891235 or +44 1704 891235 from overseas, 10am - 5pm GMT (Mon - Fri). You have the right to return a faulty item within a reasonable period of time. Please keep any warranty information that accompanies your item as this may be needed should there be a fault.
If we sent you an item you did not order (an 'incorrect' item): please call our online team on 01704 891235 or +44 1704 891235 from overseas, between 10am - 5pm GMT (Mon - Fri) and we’ll cover the cost if returning the the incorrect item to us.
To ensure the safe return of your items and the correct allocation of the items against your account, please follow the guidelines below:
- Include your delivery note or receipt.
- Indicate why you’re returning the item.
- If you don’t have the delivery note, please include a piece of paper with the name of the person who purchased the items, their email address, telephone number, the order number and the reason for the return.
WWT Online Shop
Martin Mere Wetland Centre