There are several ways you can contact us...

• The quickest way is by Live Chat on our website. Just click the Live Chat graphic on the left of each page to chat directly to a Customer Adviser. This service is generally manned 9.30am-5pm Monday-Friday (excluding bank holidays). Sometimes, during busy parts of the day the service may be unmanned in which case just click the live chat graphic to leave us a message and we'll email you back within 4 hours and usually much quicker.
• For returns, exchanges and other non-urgent enquiries, we ask that you contact us via our Help desk. The desk is manned 9.30am-5pm Monday - Friday (excluding bank holidays) and we aim to answer all customer support queries within 4 hours on weekdays, often much quicker. Occassionally at peak times response times may be up to 24 hours. Queries submitted at weekends or bank holidays are generally answered on the next working day.
• For urgent enquiries only, please call 0845 459 9230 between 9.30am-5pm, Monday to Friday. Please note at busy times the phone may not be manned, but please leave a message and we'll call you back as soon as possible, usually within a couple of hours.
• Finally, you can write to us at Wellies And Worms, PO Box 2978, Bristol, BS3 9DN.

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Express delivery is standard at Wellies And Worms. We use Interlink next working day trackable courier delivery with 1 hour delivery slot for the vast majority of UK orders. For some highlands and islands destinations, we use Royal Mail 1st Class recorded or Parcelforce Express 48 trackable. On very rare occassions we may use an alternative delivery provider.

Interlink deliver Monday to Friday (excluding bank holidays) and all orders are trackable. You will receive an email informing you when your order has been shipped. The email will also contain a clickable link to track your order on the Interlink website. The following working day, you'll receive another email or SMS text (if you provide a mobile number when ordering) informing you of your 1 hour delivery slot. The email or text message will provide instructions on how to re-arrange delivery to a more convenient date/time if the delivery slot provided is unsuitable.

All orders received before 1pm Mon-Fri are despatched the same day and typically arrive within 1 working day. Working days are Monday - Friday, excluding bank holidays. Orders received after 1pm normally arrive within 2 working days. Orders placed after 1pm Friday will be despatched the following Monday (unless it's a bank holiday) and should arrive on the Tuesday.

For orders to highlands and islands destinations, delivery will usually be next working day using Royal Mail 1st class recorded for orders weighing less than 2kg. For heavier parcels, delivery is 2 working days using Parcelforce's Express 48 trackable service. Delivery to more remote locations may take a day or two longer.

Please note all deliveries require a signature unless you specify you are happy to waive this requirement on the checkout page's comments box. If you are not in, Interlink will attempt to leave the parcel with a neighbour and if successful, will place a card through your letterbox informing you of it's whereabouts. Otherwise, they'll leave a card with simple instructions for rearranging delivery on a more convenient date. For deliveries to highlands and islands destinations, Royal Mail/Parcelforce will leave a card informing you of the post office where you can collect your parcel.

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Our standard express delivery charge to the vast majority of UK mainland destinations is a flat-rate £3.95 or FREE when you spend £40. This is regardless of how many items you purchase (subject to a 10kg maximum parcel weight). This flat rate £3.95 applies to all England & Wales mainland postcodes and the southern half of Scotland including Glasgow and Edinburgh.

For orders to Jersey, Guernsey, Northern Ireland, Isle of Man, Isle of Wight, Isles of Scilly, the Scottish Isles and some postcodes in Northern Scotland (see below for full list), the delivery charge will vary dependent upon the order value and parcel weight. This is because we use Royal Mail and Parcelforce to deliver to these 'highlands and islands' destinations and the weight of the parcel affects the cost of delivery.

Here's the list of Scotland postcodes where we use Royal Mail / Parcelforce for delivery:
AB30-38, AB44-56, FK17-99, G83, HS1-9, IV1-28, IV30-56, IV63, KA27-28, KW1-17, PA20-33, PA20-49, PA60-78, PH18-26, PH30, PH31-44, PH49-50, ZE1-3.

For highlands and islands destinations, delivery is £3.95 for orders under 1kg using Royal Mail 1st Class recorded. However if your order value is £40 or more then delivery is free. Orders weighing between 1kg and 2kg, delivery is £4.95 or FREE when you spend £40 or more. For orders weighing over 2kgs, delivery is £8.95 or £6.95 if the order value is £40 or higher.

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Returning items for a refund:

We provide a no-quibble 30 day returns policy with FREE returns. If for example, an item doesn't fit, or if you decide you just don't like an item after receiving it, you can return it for a no-quibble refund.

• Items must be returned within 30 days starting from the day after delivery.
• Items must arrive in the original packaging and in perfect and unused condition for the refund to be issued.
• Though most refunds are issued much quicker, please allow 10-14 working days from the date you returned the item for the refund to appear on your card or bank account.
• Please note that for orders of £40 or more which qualify for free delivery, if you return an item so that the remaining items on your order cost less than £40, a delivery charge (usually £3.95) will be deducted from the refund amount.

Returning items for an exchange:

Unlike most other online retailers, Wellies And Worms now offer FREE returns and FREE next working day delivery on exchanges, regardless of the initial order value.

• One free exchange delivery per order.
• The item(s) being exchanged must be returned within 30 days starting from the day after delivery.
• Returned items must be in their original packaging and arrive in perfect and unused condition.
• If you want to exchange for a more expensive item, please call customer support on 0845 459 9230 so we can take payment for the price difference.
• If you want to exchange for a less expensive item, please let us know and we'll refund the price difference.

Instructions for returning an item for refund or exchange:

• Please visit our http://WelliesAndWorms.co.uk/HelpDesk to let us know which item(s) you wish to return, the reason for the return and whether you would like an exchange or refund.
• Make a note on the packing slip of which item(s) you are returning and whether you require a refund or exchange. Enclose the packing slip with the items you are returning.
• Send the item(s) you are returning with the delivery note to: FREEPOST RSHA-BGKE-UCRR, Wellies And Worms Ltd, Winterstoke Road, BRISTOL, BS3 2NS. For larger items, we can arrange collection, though a collection fee may apply.

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Returning faulty or incorrect items

We take every care to ensure your order is carefully picked, packed and checked prior to despatch. However if there is a fault with any items you ordered, or you have received the wrong item, then we will do all we can to put things right with the utmost speed and least inconvenience to you.

Please follow these brief instructions:

• Contact our http://WelliesAndWorms.co.uk/HelpDesk to let us know about the fault or incorrect item.
• Return the item in it's original packaging to FREEPOST RSHA-BGKE-UCRR, Wellies And Worms Ltd, Winterstoke Road, BRISTOL, BS3 2NS.
• Once we receive the item(s) back, we'll despatch a replacement straight away.

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We only display items that are in stock and ready to ship on our website. However, if you order an out of stock item we will endeavour to deliver it as soon as it becomes available again. We'll also notify you of the expected delivery date.

Shipping is only charged once per order, regardless of whether some items are delivered to you seperately at a later date.

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To send orders to multiple addresses you will need to place separate orders.

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We accept online payment with the following cards:  Visa Debit, Visa Credit, Visa Electron, American Express, Mastercard, and Solo via our Sage Pay secure payment processor.

You can also pay by Paypal if you prefer or if you want use a Maestro card. Please note if you are a non Paypal account holder, you will need to re-enter your billing details when you are transferred to Paypal. Account holders can login to their Paypal account and pay in the normal way. Once payment is complete you will be automatically redirected back to the Wellies And Worms website.

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Wellies And Worms Offer A Price Match Guarantee - Plus Up To 15% Of The Difference!

Order with confidence from WelliesAndWorms.co.uk and if, within 7 days you find the same product cheaper, let us know and we'll refund the difference. Not only that, we'll refund you up to 15% of the difference on top! We're determined to ensure you always get the best deals at WelliesAndWorms.co.uk

Here's the terms and conditions of our Price Match Guarantee:

• The item must be brand new and not ex-display.
• The item must be in stock ready for delivery at the advertised price.
• The item must be the same specification.
• The Price Match Guarantee applies to online stores only including eBay Stores but not individual eBay sellers.
• The Price Match includes any like-for-like delivery costs. Delivery costs are price matched on a like-for-like basis only and no additional discount will be applied.
• For items where the price-matched product is less than £50 we'll refund an extra 5% of the price difference.
• For items where the price-matched product is between £50 and £99.99 we'll refund an extra 10% of the price difference.
• For items where the price-matched product is £100 or more we'll refund an extra 15% of the difference in price difference.

To claim our Price Match Guarantee, please contact our helpdesk with details of the product, the advertised price, and the web address (URL) for the product in question. Please include a link to the product on the website if possible. We will generally respond within 4 hours on business days. (Monday to Friday 9am to 5pm), though during busy periods response times may be longer.

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