Delivery and Returns

How do I place an order with Wonky Wheel?

To place an order, simply add items to your shopping basket and proceed to checkout. You will be prompted for payment and delivery details, and delivery charges will be calculated at this point.

​

Are your items in stock?

Yes, unless otherwise stated. If an item is out of stock but we are expecting further stock, click the "notify when available" button and the website will automatically email you when it is available again. Your email address will not be used for any other purposes.

​

Do your prices include VAT and any import taxes?

No. We are a UK-based gallery and cannot charge overseas taxes and duties. Please familiarise yourself with your local rules and regulations to see if any other taxes will be applicable when you receive your items.

​

All products are sold on a delivery duty-unpaid basis, so recipients may have to pay import duties or other taxes. The delivery courier may charge fees for processing import duties. Wonky Wheel cannot be held responsible for any additional costs.

​

What payment methods does Wonky Wheel accept?

We accept most payment methods including Apple Pay. Unfortunately, we do not accept PayPal.

​

I have placed my order. When will I receive it?

Once your order is ready, we will handpick, wrap, and pack it with care, and then notify you as soon as it is on its way. This process usually takes 3-5 working days. If you need your order by a specific date, please let us know in the comments box at checkout or contact us separately, and we will ensure it can be delivered to you on time. Faster/special delivery may be available at extra charge.

​

Who do you use for shipping?

For UK deliveries we use Royal Mail. For international deliveries we use FedEx and UPS.

​

Delivery Times

UK first-class delivery by Royal Mail should take 2-3 working days once dispatched. International delivery should take 3-5 working days once dispatched.

​

Will I receive a parcel tracking number?

Yes, when the order is fulfilled you will receive an email with the tracking number, (and confirmation of the delivery address) which you can use to track your package on the shipping provider's website. If your tracking number does not work, please contact us.

​

Do I need to sign for delivery?

Yes, we normally use a delivery service requiring a signature upon delivery. Note that this signature will confirm that you accept delivery of the package in its current condition. If the packaging appears damaged, please note this alongside your signature or do not sign for the package.

​

Can I have items on my order sent to different delivery addresses?

Orders can only be delivered to one address. You will need to place separate orders for items that need to be delivered to different addresses.

​

Can you gift wrap my order?

Yes, please let us know on the checkout page that the order is a gift, and we will gift wrap it and can also include a personalised note.

​

Will my order include an invoice/paperwork showing the costs of the goods?

For international orders, paperwork showing the goods' value must be included for customs purposes. For UK customers, this can be omitted if your order is a gift.

​

Delivery costs

The delivery costs are calculated based on the delivery location and the weight of your items. If delivery looks too expensive, please contact us. We may be able to get a more accurate cost for delivery to your location, especially if you are ordering multiple items.

​

Import tax and customs charges

Please note that delivery does NOT include any VAT, import taxes, or other customs charges that may be required to clear customs and deliver to your destination. International deliveries are sent Delivery Duties Unpaid (DDU). Deliveries are often held by customs until payment is made.

​

Please note that unpaid customs charges may result in the item being returned to us or even destroyed. No refund will be offered in this situation.

​

My order has arrived but it is damaged

If your order is damaged, please contact us with your order number within 7 days of the delivery date. Include a picture of the damaged box/tube and damaged item, and the paperwork included with the order. Without these pictures, it will not be possible to offer a refund or return. We will arrange a refund or replacement item as appropriate.

​

My order has arrived but it is incorrect

If your order is incorrect, please contact us with your order number within 7 days of the delivery date. Include a picture of the incorrect item and the paperwork included with the order. Without these pictures, it will not be possible to offer a refund or replacement. We will arrange a refund or replacement item as appropriate. We may ask you to return the incorrect item, and in this case, we will also refund any postage costs you incur.

​

My order has arrived but I no longer want it

For UK customers, unless the item is incorrect or damaged, you will be responsible for the cost of the return, and it must be returned in the original packaging. Please contact us with your order number within 7 days of the delivery date to notify us of your return.

​

We suggest using a tracked delivery service, as we cannot be held responsible for any return not received. Any return received outside of 7 days or received in an unsellable condition will not be refunded.

Any refund will be processed within 14 days of the goods being received back at the gallery.

​

For international customers, no refunds or returns are offered in this case.

​

My order has not been delivered

Please check if the package has been left in a safe place or with a neighbour. Use the tracking number to see if the tracking system has been updated with any information, such as a photo of where it has been left or a signature has been taken.

​

For international customers, your order may be held at customs or by the shipping provider until you pay any tax and duties. Please contact us with your order number if your order has not been delivered after 14 days of receiving your tracking number.

​

The shipping provider has advised that my order has been returned to sender. What should I do?

Please contact us with your order number along with a copy of the communication you have received from the shipping provider to allow us to investigate further.

​

My address is incorrect?

Please contact us straight away with your order number and confirm the correct address to be used.

​

I entered the wrong delivery address or want to change the delivery address.

Please contact us straight away with your order number and with the new delivery address. If the order has not yet been dispatched then the address can easily be changed. If the order has been dispatched then we will need to ask the shipping provider to change the address, there may be a charge for this service outside of Wonky Wheel’s control. We will communicate the cost of the change of address with you. Any cost of changing the address must be paid before we instruct the shipping provider.

​

What packaging materials do you use?

We use eco-friendly packaging to protect your order. It is either recyclable or biodegradable.

​

Click and collect

When the item(s) are ready, we will email you to arrange a convenient day and time to collect your order from our Gallery in Finchingfield. If you live within three miles of Finchingfield we also offer free home delivery.

​

If you don't collect your order within seven days, we'll return the items to stock and issue a refund via the original method of payment.

​