FAQs – The Shop


The Wolseley Shop is delighted to have a Customer Service team at your disposal to answer any questions you may have, from assistance with orders to corporate gifting. However, for your ease and convenience we have some FAQs answered below.

GIFT CARDS

Can I purchase a Gift Card online?

Gift Cards are purchased online only. They will be dispatched separately to the rest of your order with an estimated delivery time of 3-5 working days, unless you select the Next Day Delivery option. We also offer E-vouchers for immediate download.

How long are the Gift Cards valid?

Gift Cards are valid for 12 months from the date of purchase. Click here for more information.

What happens if I lose my Gift Card?

Please contact our Customer Service team on 020 7499 6996 9am – 6pm, 7 days a week (excluding Bank Holidays). Please note, we cannot guarantee that a lost gift card can be replaced.

Can I return my Gift Card? 

We do not offer refunds on Gift Cards.

_______

ORDERING

Please note, all orders on our website are subject to Terms & Conditions. Nothing in these terms affect your statutory rights as a consumer or otherwise.

Where can I buy?

Our complete collection is available to purchase online at thewolseleyshop.com and from our Shop at Café Wolseley, 145 Pingle Drive, Bicester Village, OX26 6WD. We do also hold a limited selection of products for customers dining with us at The Wolseley, 160 Piccadilly, London (subject to availability).

How do I know that I have successfully placed an order?

We will send you an email to acknowledge that we have received you order. Remember to check all of your email folders, including Junk. 

When will I be charged?

When an order is placed the money will be debited from the user’s account.

_______

UK DELIVERY

We work closely with our couriers to ensure the best possible delivery service however we regret that delays may occasionally occur which are outside our control. Whilst we make every effort to ensure your goods are delivered in accordance with the agreed delivery schedule, we will not be liable if we fail to do so in part or in full due to circumstances beyond our control.

What are my delivery options?

Please see our Delivery page for a list of our delivery options. Further information is available in our Terms & Conditions.

How quickly can The Wolseley deliver?

The Wolseley offers a Next Day Delivery option within the UK (orders must be placed before 3:30pm for next ‘working day’ delivery). Remote area restrictions apply. For last minute gifts, our Gift Cards are also available as a downloadable E-Voucher.

When will I receive my order?

Standard Delivery is 3-5 working days. For Next Day Delivery (an additional charge) orders must be placed before 3:30pm for the next working day. Orders placed after 3:30pm on Thursday will be delivered on Monday, we cannot guarantee delivery on a Saturday. Orders placed on Saturday or Sunday will be dispatched on Monday for Tuesday delivery. Standard Delivery orders are sent by Hermes and Next Day orders are sent with DPD. You will receive an email when your parcel is on its way. 

If dispatched orders don’t arrive within the expected time period, please contact our Customer Service team.

How can I track my order?

When the order is dispatched you will receive an email with a tracking link. You will need to enter your order reference number, which is provided in this email.

Alternatively, please contact our Customer Service team on 020 7499 6996 9am – 6pm, 7 days a week (excluding Bank Holidays).  

Do I need to sign for my delivery?

Yes, all orders require a signature upon delivery. To ensure secure and undamaged delivery of your order, our delivery company will not be able to leave your order ‘hidden’ at the address.

What happens if I miss my delivery?

If the courier company is unable to obtain a signature, a calling card will be left and your parcel will be returned to your local carriers’ depot.

Can I specify a particular delivery date?

Unfortunately the customer is unable to specify a particular delivery date, however we do offer Next Day Delivery within the UK (orders must be placed before 3:30pm for next ‘working day’ delivery). Remote area restrictions apply. 

What time will my delivery arrive?

Our couriers deliver between 8.00am and 5.00pm, Monday to Saturday, although weekend deliveries are not guaranteed. All delivery times are based on business working days and therefore may be affected by public or national holidays.

Can I send my order as a gift and is it possible to include a personal message?

Yes, you can order gifts to be sent directly to your recipient’s address along with a personal message. We also offer a gift wrap service for selected items at an additional charge.

Can I specify multiple delivery addresses within my online order?

Unfortunately this is not currently possible online so you will need to place multiple orders to ship to more than one address or please contact our Customer Service team for assistance. Thank you for your patience while we work to introduce multiple shipping addresses on our website in the near future. For corporate orders please email shoporders@thewolseley.com

What packaging will my order be shipped in?

Most orders are shipped in a brown cardboard box.

What do I do if my order is faulty, damaged or incomplete?

Please contact our Customer Service team on 020 7499 6996 9am – 6pm, 7 days a week (excluding Bank Holidays).   

My item is now out of stock, but I’ve paid for it. What shall I do?

If your item is out of stock, we’ll email you to let you know. If you’re happy to wait and the item comes back in stock, you’ll be billed and the item will be shipped to you. If it’s still not available within 28 days, your order will be cancelled and you’ll be refunded.

_______

INTERNATIONAL DELIVERY

Can you deliver to outside of the UK?

Yes. Within Europe, we ship to Austria, Belgium, Denmark, Republic of Ireland, Estonia, Finland Germany, France, Sweden, Greece, Netherlands, Poland, Portugal, Spain and Italy. Our glassware, silverware, ‘Breakfast at The Wolseley’ Book, candles and all gift cards can be shipped to the US. Please see our Delivery page for full details.

Do import duties apply?

Items for delivery outside the European Union may be subject to import duties, taxes and fees. These are levied once the items reach the specified destination. You, the customer, are responsible for import duties, taxes and fees incurred on your purchases. However, for orders placed on our website, you will be charged the delivered price. Customs authorities may request personal information such as Social Security number when inspecting your parcel; failure to provide this information to Customs will result in the parcel being returned, we therefore recommend that the recipient’s telephone details be included with the order. In this instance we are unable to refund the cost of postage and packaging. Please note that for items you order, you are considered the importer and must comply with all laws and regulations of the country in which the items are to be delivered. Please note that cross-border deliveries are subject to opening and inspection by customs authorities. Corbin & King cannot guarantee that your goods will arrive in the same condition that they were dispatched should they be subject to inspection.

_______

RETURNS & REFUNDS

How do I return my products?

As a customer, you have the right to cancel your order at any time up to 14 working days after receipt of the goods. However, this does not apply to food products.  Please see our Returns Policy for more information or contact our Customer Service team on 020 7499 6996 9am – 6pm, 7 days a week (excluding Bank Holidays).   

How long does it take to get a refund?

Once we have received your item, you will be refunded to your original payment method.  If this is to a debit/credit card it will appear in your account within five days, depending on your card issuer.

_______

PAYMENT

How can I pay?
We accept the following payment methods online:

  • Visa
  • Visa Debit/Delta
  • MasterCard
  • Maestro UK and International
  • American Express

The payment methods accepted may vary depending on the currency in which you wish to pay or the destination country.

_______

CANCELLING OR AMENDING AN ORDER

Can I cancel or amend my order?

Please contact our Customer Service team on 020 7499 6996 9am – 6pm, 7 days a week (excluding Bank Holidays) who will endeavor to help should you wish to cancel or amend your order.  However, please note that we are unable to change orders once they are logged in our warehouse system or dispatched.

Please see our Terms & Conditions for further information on your cancellation rights.

When can I cancel my order?

To cancel your order, please contact our Customer Service team as soon as possible. As we try to process orders immediately, it may not always be possible to prevent an order from being dispatched.  This does not affect your rights.

Why can’t I cancel my order once payment has been taken?

Once payment has been taken, your order is already on its way to you and we will not be able to stop it.

_______

INVOICING & VAT

How can I obtain an invoice or an order confirmation if I lost it?

If you would like a copy of your invoice or order confirmation, please contact our Customer Service team on 020 7499 6996  and we will arrange for a copy to be sent to you. Please note that invoices are only available after your parcel has been dispatched.

Can I claim VAT back on my purchase made online?

For orders to UK and EU addresses, UK VAT is applied, meaning that they are not eligible for a VAT refund.

_______

SECURITY

Is the information I provide The Wolseley kept private?

We respect the privacy of all our customers. The Privacy Policy sets out the data processing practices carried out by us through use of the Website.  If you have any requests concerning your personal information or any queries with regard to these practices please contact info@thewolseley.com.

Is your site secure?

All our payment transactions are conducted through the secure payment services of SagePay Direct (“SagePay”). With security and service at the heart of the business, SagePay ensures that the transaction process is a safe and secure one.

How do I unsubscribe from the mailing list?

Please follow the ‘unsubscribe’ link from any of our email newsletters. Alternatively, you can let us know by email. It can take up to four weeks for your preferences to be registered on our system, so you may still receive emails from us during this period.

_______

PRODUCTS

How do I find out about product ingredients?

All ingredients and allergens are noted on the website.  However, if you do not have access online, please contact our Customer Service team on 020 7499 6996 9am – 6pm, 7 days a week (excluding Bank Holidays) and they will be happy to assist you.

Do you sell gluten-free and a range suitable for vegetarians?

The Wolseley currently does not have a gluten-free range.  However, the preserves, chocolate truffles, shortbread and Florentines are suitable for vegetarians.  

Alcohol

You must be over 18 years old to purchase alcohol.

_______

COMPLAINTS

In the event that you have a complaint regarding a product or service purchased from The Wolseley, please contact our Customer Service team. In the event that our Customer Service team is unable to resolve your complaint  and your complaint is regarding an Online Order, the EU Online Dispute Resolution platform is available at webgate.ec.europa.eu/odr.