Wells & Winter - FAQs
Where must I live to buy products on this site?
This site – www.wellsandwinter.uk &/or www.wellsandwinter.com (alternates www.wellsandwinter.eu & www.wellsandwinter.de & www.wellsandwinter.ch & www.wellsandwinter.at [All in German] ) is for worldwide use. If you live outside the UK and you wish to make an order please first contact us by email email@example.com but see below.
Who am I trading with?
You are trading with a long established (15+ years) UK unlimited sole trader. My correct designation is:
Nigel G K Horsey trading as Wells & Winter
For the sake of brevity in many places throughout this website I am simply referred to as ‘Wells & Winter.
My office address:
00 44 1626 821044 firstname.lastname@example.org
For tax purposes I am registered in the UK but I currently come within the UK’s small business exemption for Value Added Tax.
Can I telephone you for information or advice?
You can telephone us (00 44 1626 821 044) in English or French between 08.00 & 20.00 UK Time. If the number is busy please leave a message and we will call you back. We do not offer a spoken German service on the telephone.
Can I email you for information or advice?
You can email us in German, English or French – email@example.com . Our reply will be quickest in English but we can reply in German or French if you prefer.
Can I visit your shop?
We do not have a conventional shop as we only sell on the internet or at flower shows. You can visit us here if you give us a little notice where we can show or demonstrate any products. We live in a beautiful part of south west England so we also do Bed & Breakfast here – www.ilexpresence.co.uk
How can I make an order?
You can make an order and pay directly on our website.
Can I order and pay on the telephone?
If you prefer we can take orders and payments by telephone in English.
How can I pay you?
All of the following payment services except 5 are provided by companies external to Wells & Winter and over whom we have no direct control.
- You can pay with a Paypal account. or
- You can pay with a credit or debit card via Paypal’s payment gateway on our site. You can use the ‘Guest Check Out’ so you do not need to have or open a Paypal account to use this method. or
- You can pay by Bank Transfer direct to our UK bank account. If you choose this method please submit your order and then click the ‘Pay by Bank Transfer’ button and we will email you further instructions. or
- You can pay by debit or credit card via the gateway provided for us by First Data Merchant Services (FDMS). To do this simply click the Checkout button in the cart. or
- You can pay by credit or debit card over the phone. We can only provide this service in spoken English. Your payment will go through the gateway provided by FDMS as at option 4.
Will you store my credit card details?
No - we do not ask for credit card details on our site. Our payment service providers such as Paypal etc may or may not store details dependent on the options you choose on their payment pages but you must satisfy yourself that the service providers security arrangements are acceptable. If you pay by credit card over the telephone we destroy (shred or burn) your card details once you payment has cleared.
By what methods do you send orders?
All orders are sent direct from the UK. Small and light (under 2kg) orders are sent via the national postal services. Larger orders are sent via carrier such as DHL, UPS etc.
How soon will you send my order?
95% of our orders are dispatched within two working days of receipt. Occasionally, if products are out of stock, dispatch can be delayed. We will email you to discuss options if we expect the delay to exceed 5 working days.
How soon will I receive my order?
The Royal Mail publish estimated delivery times for their different classes of mail service on their website. Our carriers expect to deliver within most of the UK on the next working day but usually take longer to the Highlands and Islands.
Can I have my order delivered to a different address in the UK?
Yes, simply complete the delivery instructions boxes at the checkout.
Can I have my order delivered to a different country?
Yes we can send your order to anywhere in the world. But there may be extra charges for you to pay if delivery is outside of the UK. Please email us a list of required products and the delivery address and we will email you the cost and instructions how to proceed. In the meantime please do NOT complete the checkout and payment process on our website.
Can I change my mind and cancel an order?
Yes within 28 days of receipt and we will make a full refund. BUT if you have paid and we have dispatched you will have to pay return carriage costs and we will only refund the value of the goods and not the outbound postage. Goods must be returned unused and undamaged with all their original packaging and in a re-saleable condition.
What if my products are damaged on arrival?
Very occasionally orders are damaged in transit. If you believe this to be the case, retain all external packaging and damaged products pending our further instructions. Then contact us by email as soon as possible with details. If possible, also email us a photograph(s) of the damaged parcel and/or products on arrival. We will re-send the damaged parts of your order or refund them. We will also advise what to do with external packaging or damaged products.
What if my products are not as you described them or not fit for purpose?
In the unlikely event of this happening, please contact us by email as soon as possible after arrival of your order and within 28 days and provide the relevant details. We will either make a full refund or supply alternatives as you wish. You will have to pay any extra should you choose more expensive alternatives. We will require return of the original order but we will pay any charges for this.
Is there a minimum order size?
No, the only restriction is a minimum postage charge of £2.85 under £12.00 and £4.95 over £12.00 per order.
Can I make an order free of postage or carriage charges?
Yes all orders with a goods value of more than £100 are sent free of any postage or carriage charges.
Do you have a paper catalogue?
No, you can see all the products we sell on our website.
Will I get an order confirmation email?
Provided you have supplied a correct email address, our system will automatically generate an Order Confirmation email when you submit the order. You should therefore receive this confirmation very soon after. Occasionally there can be delays outside of our control in the transmission and reception of emails but we would suggest if you have received no confirmation after 6 hours or more that you contact us by phone or email to check your order has been safely received.
Will I get an email confirming I have paid?
Depending on your chosen method – ie Paypal etc – you should receive a separate email confirming you have made your payment. This email is outside of our control and is initiated by the service provider.
Do you supply free samples?
We are normally happy to supply free samples of most of our labels on receipt of your email request. Occasionally if requesting a large number or samples of the biggest labels we may ask you to pay a small contribution. You can always ask for free samples of our other products – we will probably say ‘No’ but please don’t let that stop you asking!
Do you send a lot of ‘junk mail’?
On the first occasion you buy from Wells & Winter you will have to enter an email address and by default you will be included on our mailing list. At this stage you can always uncheck the box and be excluded.
BUT we send no more than three mailings to our customer base in a year and normally only two. These mailings will be to tell of you ‘Sales’ or ‘Special Offers’.
With each of these mailings you will be given an unsubscribe option.
We do not currently send Blogs, Newsletters etc and have absolutely no current plans to do so.
We believe it is in your financial interests to remain subscribed. Sometimes our discounts are very generous –perhaps even too generous!