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Free Delivery with Orders over £ 70

faq

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Please contact us if you cannot find the answer to your question below


1.         Is it safe to shop on-line at www.wellcultivated.co.uk?
Yes. We've been using the industry standard Secure Socket Layer (SSL) encryption method since our website went live in 2008 and have never had any problems with security.


2.         How do I shop online?
Navigate your way around our website using the left hand department menu or use the search box (found on the home page or shopping menu).  Find something you like and add it to your basket.  When you've finished shopping, checkout and pay (from the shopping menu).


3.         When do I have to register / log in?
To make online shopping safe and secure, you'll have to register with us when you're submitting payment or personal details. This info is not shared with other companies. We are committed to protecting your privacy.


4.         What are my login email details ?
You will enter your email address and a password when you register with us.   Then you can enter your personal details on the “Account Details” option.


5.         What is my password?
Only you know your password.  If you've forgotten it, enter your email address and use the password reminder option from the “My Account” menu and we'll email your information back to you.


6.         How can I pay for my order?
Visa, MasterCard, Maestro, Solo, Electron  PayPal.
Cheque, and Bank transfer.


7.         Can I pay for my order by telephone?
Yes. Payments can be accepted by phone providing you are the cardholder.


8.         How do I track my order?
We will send you an email letting you know when your order has been dispatched and the mailing website and tracking number.  Your parcel will have the order information on it regarding what you have ordered.

You can also view past orders by logging on to your account and choosing “My Account” and select “Orders” on the left hand menu.



9.         Can I cancel an order?
Of course. However, if it has already been dispatched you will have to return the goods. – use the “Contact Us” menu to contact us or phone us at 0115 7143 143


10.       Can I change an order?

Maybe! – You will have to contact us fairly quickly as we are quite efficient at wrapping, packing and dispatching. Use the “Contact Us” menu to contact us.   We will notice if you have ordered multiple times and ship your orders together unless the shipping addresses are different.  If the delivery amount you have paid is too much then we will reimburse you to the correct amount.



11.       How do I add to my order once I have submitted it?

You will need to contact us via the message system fairly quickly or phone us at 0115 7143 143


12.       How do I return an item I have purchased?

We offer a 'no-worry, no-quibble' 30 day money back guarantee on most purchases.  This allows you ample time to inspect the goods and check their suitability, just as you would in our shop but in the comfort of your own home!  Please check the Info, Refunds and Returns menu item for more details.


13.       What happens if I am not happy with the quality of one of your products?

If you are unhappy with the quality any of our products you can return them for a full refund under our 30 day money back guarantee, there are a few exceptions which are noted in the product descriptions.

We sell good quality products using a variety of different manufacturing techniques. Sometimes, by their nature, products that we sell may have very minor imperfections in the finish. However, we use our experience and if we notice anything that is out of the ordinary, for a particular product, we will not dispatch. (see return policy).


14.       Are the colours shown on your web site accurate?

We endeavour to show colours as accurately as we can, however there maybe variations so please contact us if the colour match is very important.



15.       Are the dimensions and weights shown on your web site accurate?

We endeavour to offer dimensions and weights as accurately as we can, however there maybe variations with the actual product. Most products are manufactured for domestic use, unless otherwise stated. Please note that dimension and/or weight variation is not a defect, but if you are unhappy you can return most items for a full refund under our 30 day money back guarantee. (Return policy).


16.       How will the items I order be packed?

We aim to keep our packaging to a minimum to reduce waste and impact to the environment; this has to be balanced against the fragility of the products to prevent transit damage. Many items that we sell are supplied to us unboxed, so some items may arrive to you in recyclable packaging.  Where products are described as ‘gift-boxed’ we will provide additional packaging to ensure both product and gift-box arrive in excellent condition.  Damaged transit packaging is not a fault but you can return items for a full refund under our 30 day money back guarantee, there are a few exceptions to this which are noted in the product descriptions. (see return policy).


17.       Am I charged for the items as soon as I order them?

No - we'll only charge you when your items are ready for dispatch or, in certain circumstances, when we place your order with a supplier for direct shipment.


18.       Do I have to pay for delivery?

Yes, our prices are very competitive and we charge a fair price for delivery and make no money from delivery.  We often subsidise delivery and charge less than the total delivery charge.  Orders over £70 are carriage free for mainland UK deliveries. See, Delivery policy for more information.


19.       How long do I have to wait for my order to arrive?

Normally a few days, you can choose from a range of delivery methods at check out. See the Info, Delivery Information for more details.  If it hadn’t arrived within 5 days of ordering then please contact us so we can chase up with the courier company.


20.       Can you be confidential in communication if the item is a gift ?

Yes, many of our items are gifts so we can communicate in whatever way you tell us on the delivery instructions.  Many families share the same phone number or email so if you let us know then we will not ruin the surprise.

We do add product information in with the delivery but no prices are displayed.  Again, this can be changed at your request.  We will be as flexible as possible for you.



21.       Can I specify a day or time for delivery?

Add a message to the order when prompted if you want us to hold the order and despatch on a particular day. We will try our best to deliver for a particular time but can only guarantee when we post your item and not our courier company.  See the Info, Delivery Information for more details.


22.       Do I have to sign for my parcel?

Yes, normally you have to sign for your parcel, although if instructed it can be left in safe place/address near the postage address. However, small items sent 1st or 2nd class will be posted through your letterbox.


23.       My parcel has not arrived, where is it?

You can choose a variety of delivery methods at checkout, please check delivery costs  for more information.  If your order has not arrived within 5 working days of ordering then please contact us via the “Contact Us” or phone 0115 7143 143.


24.       What if I am out when the postman/courier tries to deliver?

They'll will normally, but not always, leave a note explaining that they tried to deliver your parcel and what will happen next.  Also on occasions, after 3 attempts of postage, the item will be returned back to us.  If this happens then a repeat delivery charge will have to be sent to us again for repeat postage.


25.       Can I send my parcel to a different address?

Yes, you have the option of choosing a different delivery name and address providing you are ordering in the UK.


26.       Can I have my items delivered to more than one address in the same order?
Yes, as long as you provide us with the correct addresses and pay for any extra delivery.


27.       Can I order from overseas?

Yes. Payments from abroad are accepted


28.       Can I have an order delivered overseas?

Yes - although delivery will cost more.  Please contact us for area coverage.


29.       Can I buy online and collect in person?

Yes.  We will keep the items in reserve up to two days. Please bring the card you used for the transaction (UK Cards only) with you to complete the sale.


30.       Can I give special delivery instructions with my order ?
Yes, the option is available during checkout and we do read all the requests and add them to the deliveries.


31.       Where is my nearest store?

We operate from our warehouse in Nottingham so visits are not encouraged as we are so busy dealing with dispatches.  Please ask for details before collecting if urgently needed though.


32.       Do you stock all the items that are available on-line in your shop?

Mostly, we have limited stock for some of out items offer on line, nevertheless we can order your item immediately if is not in stock.


33.       I'm having problems with the Well Cultivated website. What should I do?

Try restarting your computer - this often fixes temporary problems.


34.       What are cookies?

Computer cookies are small pieces of information that are stored on your hard drive by your browser that allow the website to remember something about you at a later date. You can switch them off (although parts of our website and many other sites won't work properly if you do) - refer to your computer's help section to find out how to 'block cookies'.


35.       What's your policy on privacy and security?

Personal information is private, so we treat it with the highest standards of safety, security and confidentiality. This means that you can rest assured that your personal information is safe with us. We never sell or share any information we have about you. See the menu option Info, Privacy Policy and Info, Security Policy for more details.

 


36.       What is the Retail Price that you display for each product?

This price is the price that the UK distributor recommends that we sell the product for including VAT. The intention is to help standardise prices in the UK market. The Retail Price of a product may change over time. This information is normally updated on our web site when the distributor publishes a new price list.


37.       How do I contact Well Cultivated?

For a prompt response please use the “Contact Us” menu on the web site or tel 0115 7143 143.