Here are some questions answered that may help you.
HOW DO I MAKE A PURCHASE/PAY?
Buying online with Wildfig & Co is simple and secure. Select your chosen product, select colour option (if available) and fill in personalisation details from drop down menu and add to bag.
When you have finished adding your products to the cart, select your country of postage and follow instructions to pay. You can pay by credit or debit card using World Pay (100% secure worldwide known payment gateway provider) or you can pay by PayPal either card or account. PayPal is a secure and safe payment gateway. Wildfig & Co has been verified by PayPal.
HOW DO I USE DISCOUNT CODES?
To use your discount code, please state code at the checkout in the box provide, the amount will be deducted. Discount codes may not be combined and do not apply to any sale items unless otherwise explicitly stated.
IS IT SAFE TO SHOP WITH WILDFIG & CO?
It is completely safe to shop online with Wildfig & Co. Wildfig & Co. have taken all the steps to encrypt our website and ensure your details are protected throughout your shopping experience. Our website is SSL secure. We use two world class payment providers who use their own security systems too.
CANCELLING AN ORDER
If you wish to cancel your order then notify us with 12 hours of order at [email protected], please state your order number, after this time your designs may have been started and you will not be able to cancel the order.
Please note once a proof has been sent then the order cannot be cancelled, if you change your mind then you will need to purchase another item. I offer one free revision to each proof sent, further revisions a surcharge will apply.
Personalised greeting cards cannot be cancelled, they are processed very quickly within a few hours.
WHEN WILL I RECEIVE MY ORDER?
Wildfig & Co ranges are created in the UK, designs for mugs & cushions are designed in house here at Wildfig HQ and printed and dispatched by a local printer. Prints are designed and created in the Wildfig & Co studio.
*PLEASE NOTE: Please ensure your email address is correct, a proof of your design is sent to you, please check your emails, designs will not be printed unless you approve, any delay in not replying will hold up your order.
Most of our items are dispatched within 5-10 working days plus shipping times. Orders are turned out quickly but at time it gets very busy and Wildfig & Co is a small independent business. This can increase at busy times of the year such as Christmas. *busy periods lead times may increase - ie Christmas.
Approximate shipping times (excluding processing) for different locations are as follows:
UK: 5-7 Business Days
USA & Canada: 10-30 Business Days * at times this can be delayed due to US Customs and can take 60 days
Europe: 10-12 Business Days
Australia: 12-15 Business Days
ORDERS FROM THE USA AND THE REST OF THE WORLD
Orders are shipped from the UK, therefore packages can sometimes be delayed at customs which is out of our control. US orders seem to be held at customs lately, US buyers please allow upto 60 days for delivery. We cannot be held for responsible for dispatched items that are held at customs. We are also not liable for any custom charges your may incur.
Taking delivery of goods is entirely your responsibility. If you are unable to take delivery and the goods are returned to us we will arrange redelivery at your expense. In any event, the delivery charges are non-refundable.
Your order will be sent to the address stated at Checkout * please ensure correct at time of ordering, we cannot send to an alternative address.
MY ORDER HAS ARRIVED DAMAGED, WHAT DO I DO?
Should you receive an item that is not in perfect condition, please contact us within 24 hours of receipt at [email protected] and we will inform you of what to do. Please see our delivery and returns section for more details in the meantime.
CAN I RETURN AN ITEM IF I HAVE CHANGED MY MIND?
Please note personalised items cannot be returned unless they have arrived damaged or faulty. Please note we cannot accept returns if you have made a mistake re spelling or incorrect message, if you have made a mistake (proof is sent to you) you will have to purchase another item.
Our non personalised Wildfig Jewellery range (see description) can be returned within 14 days, items must still be in original sealed packaging an unworn condition. Please contact us at wildfi[email protected] to initiate return.
WHAT HAPPENS IF MY ORDER DOES NOT ARRIVE?
Products will be delivered to you to the address stated on the order, please make sure it is correct (including your PayPal address) If any of the details you have given us in your delivery address are incorrect, we are not liable for any items which have not been received.
If you item gets lost by chosen carrier then we will investigate for you and rectify the problem.
WHAT IS YOUR WARRANTY:
No warranty is offered, our products are ceramic, paper and personalised etc and we do not offer a warranty on these items.
HOW WILL MY ITEM BE PACKAGED?
Mugs are not gift wrapped they come wrapped in eco wrap and placed inside a sturdy box. Cushions, tea towels and tote bags are placed inside a mailing bag. Prints are packaged in a cello bag and a hardback envelope. We are a looking at changing the print packaging to make more environmentally friendly, looking at introducing eco biodegrabale compostable cello bags, keep an eye out for our blog
CAN I RETURN SALE ITEMS?
Our sale items are excluded from our returns policy unless faulty, Wildfig & Co sales only last for a short period and all pieces are priced to clear.
CAN I CONTACT WILDFIG & CO BY PHONE?
Due to the increased number of spam sales calls we receive, phone is no longer manned as this disrupts the day to day running. As a small run business this impacts on time and slows down the order process. Careful consideration was made to no longer man the phone line.
The best way to contact us is via email [email protected] **please no spam sales emails, these will be blocked, this email address is for Wildfig & Co customers only **
WHAT IF THE COLOUR LOOKS DIFFERENT FROM THE WEBSITE?
Due to variations in monitor settings and lighting, colour will vary from our images. Please be aware that if colour is important to you, your order is placed at your own risk.