Frequently Asked Questions
1. How do I pay for my order?
When you are ready to pay for your shopping, click on the Add to Cart button, this takes you to your Shopping Cart that shows full details of all the items selected, please confirm your wish to continue by clicking on the Checkout Now button. Please now follow the simple step by step process, once this has been completed, we will acknowledge your order by e-mail.
2. What should I do if my credit/debit card has been refused when placing an order?
If your credit or debit card was refused whilst placing an order on www.wippell.com, please re-submit your order using a different card. For details on why your card was refused, please contact your card issuer.
3. Do I receive any confirmation once I have placed an order?
Once your details and payment have been confirmed, we will acknowledge your order by e-mail.
4. What are your delivery charges?
£1 - £50 the delivery charge will be £2.00
£51 - £100 the delivery charge will be £3.00
£101 - and over the delivery charge will be £8.00
5. Do I get charged for delivery of each item I ordered?
No, customers are charged on the value of the total order, no matter how many items are placed in one order.
6. Can I change my order?
Your order cannot be changed through the website. However, we might be able to change it manually and it is possible for us to cancel your order on your behalf prior to despatch, please contact us as soon as possible. Once the item is despatched, we cannot cancel your order. You have up to 30 days to return your item for a full refund.
7. How do I return an item I ordered online?
Wippell.com provides a 30 day returns guarantee, which means that if for any reason you are unhappy with your purchase, you can return it to us in its original condition within 30 days of the date you receive the item and we will issue a full refund. Please contact us for guidance on how to return any items that are received, damaged, faulty or unsuitable.
This returns policy does not affect your statutory rights.
8. When do I get my refund once I have returned an item?
Once we receive an item, we will process the return and refund within 5 working days. Please allow at least 21 days for the payment to be credited back to your account (this may take longer depending on how long it takes your bank/building society to process payment).
9. I have forgotten my password to access my details, how do I request a new password?
If you have forgotten your password, to request a new ONE TIME use only password via e-mail, please go to the log-in page and enter your e-mail address, and click the 'Request a New Password' button. You will then have to immediately change this password again after you login with it next time. Passwords are not recoverable in the system, so if you have lost your password, the only option is to request a new one time use temporary password.
10. How do I change my password?
Please go to the log-in page and enter your e-mail address and present password and click the “login” button this will take you into your Account and Order History page and in Account and Contact information complete the “Change Your Password” section and then click on the “Update Account” button, this will now change your password.
11. I have changed my e-mail address?
Please go to the log-in page and enter your e-mail address and password, click the “login” button this will take you into your Account and Order History page and in the Account and Contact information section type in your new e-mail address and then click on the “Update Account” button, this will now update your e-mail address.
12. I cannot find the product I am looking for?
Our website offers a range of our most popular products. We offer numerous alternatives, please use the ‘Contact Us’ facility to convey your needs and we will do our very best to help.