Frequently Asked Questions

How to Order

Making a purchase could not be easier. Just browse our online store, click on any items that you wish to buy and put them into your basket. After you have finished your selection, click on the basket icon at the top of the page and you will be asked for a few details that we need to be able to satisfy the order.

Order Processing and Dispatch

Our distribution centre's opening hours are Monday to Friday 09:00 to 17:30. Orders placed during these times will be processed the same day, subject to stock availability. Orders placed outside of these hours will be despatched on the next working day (excluding bank holidays), subject to stock availability. Orders are despatched via our secure couriers, UPS. Standard orders can be delivered up to 17:30, please see our delivery page. Every product has a stock indicator next to it letting you know whether the item is in or out of stock or an expected re-stocking date. If for any reason there is an error in our stock, or a product ordered has an exceptionally long lead time we will contact you to explain the situation.

Courier Deliveries

Here at Westcoast Fulfilment Services, we have chosen UPS as our delivery partner for all orders. Please choose a delivery address that is able to accept deliveries between the hours of 9am and 5.30pm and be aware that the driver will require a signature for the order. If no-one is at the address that we attempt delivery to, the parcel will be left at a local access point. More details can be found here: https://www.ups.com/gb/en/support/tracking-support/where-is-my-package.page If you have any queries about delivery of your order please contact us at postdespatch@westcoast.co.uk 

Security and Credit Card Safety

Your safety is guaranteed because we use the latest security measures to protect your details when you shop with us. We use 256-bit SSL Software to encrypt your credit/debit card information when you place an order on our secure server, which means that only we are able to decrypt the information in order to process your transaction.

After you login to your account, secure pages are indicated by:
the web address changing from "http://" to "https://"; and
our company name appears on the left of the address bar with a locked padlock symbol.

Complaints

We welcome all feedback about our service and we aim to deal with any problems or difficulties experienced by our customers both quickly and fairly. If you feel you have a complaint you wish to make please e-mail us at postdespatch@westcoast.co.uk  from 9am - 5pm Monday to Friday.

We have a simple but comprehensive returns and refunds policy which means that most queries can be resolved quickly and easily. For issues that cannot be resolved immediately we will respond within 24 hours either resolving your complaint or with an expected timescale for resolution of the issue.

Return and Refund Policy

We believe that you and your product will live in perfect harmony and share many happy years together. But there may be occasions when you feel it is necessary to return your item to us. This is not a problem and we aim to make it as simple and straightforward as possible for you. These terms do not affect your statutory rights.

If the product is unwanted...

You can return a product within 30 days of the date on which you received it and we will refund you any money which you have paid us for that product. The product needs to be in an ‘as new’ condition and complete with all packaging and components. All you pay for is the return postage of the goods. Please contact us by email at postdespatch@westcoast.co.uk  from 9am - 5pm Monday to Friday to inform us of your wish to return the goods. Please include a separate letter with your return detailing all the relevant information.

We recommend you use a secure delivery method which requires a signature upon receipt (such as Royal Mail First Class Recorded Delivery) and which insures you for the cost of the items being returned, as in the rare event of the parcel going missing you are responsible for the returned products until they reach us.

If you return a product to us that is not in an ‘as new’ condition we reserve the right to return the product to you rather than credit your payment card.

Certain products and services are excluded from this returns policy, including food/perishable items, personalised products or those made to order. These items cannot be returned for a refund unless faulty.

If the product is faulty...

If you receive an item from us which is faulty, which you did not order or for any other reason which is our fault, please email postdespatch@westcoast.co.uk to inform us within 30 days of receipt and we will arrange a refund or replacement.

We will advise you how to send the item back to us or arrange our courier to collect them from you.

For help with items later than 30 days after purchase please email postdespatch@westcoast.co.uk for more information.

Guarantee

All our products come with a one year manufacturers warranty. If you have any questions please email postdespatch@westcoast.co.uk for more information from 9am - 5pm, Monday to Friday.