DELIVERY & RETURNS

You should read this Delivery and Returns procedure in conjunction with our current Terms and Conditions.  We reserve the right to alter, amend and change these conditions without prior notice. Wonkee Donkee recommends that you read and understand this procedure before making a purchase and again if and when returning items back to us.

Please ensure you check your order as soon as possible after delivery and report any issues immediately. Late claims for faulty or damaged items may not be valid. 

Delivery

Delivery times may vary depending on the product range, we only deliver Monday to Fridays, excluding Bank Holidays and over the Christmas period.

Please note that delivery addresses cannot be altered after orders have been dispatched. 

Delivery times may be extended if items from your order are not in stock. Stock levels on our website are not real time, we will try to advise of delays to delivery as soon as possible after orders have been processed. For real-time stock levels and expected dates for out of stock items please contact us before ordering. 

Please see below for expected delivery timescales:

The 48-hour timescale is taken from the close of day on the day the order is placed for orders placed before 1.00pm and from the close of day the day after the order is placed for orders placed after 1.00pm.

**If you require your goods to be delivered on a specific date (i.e. longer than 48 hours) please notify us before or as soon as possible after placing the order. Once orders have been processed we cannot rearrange delivery dates, the couriers will not hold the goods so they can be delivered at a later date. Unless we are notifed all orders will be processed as normal on an overnight delivery.

Exceptions

Wonkee Donkee currently delivers to all UK postcodes. 

For deliveries to Northern Ireland, Isle of Man, The Channel Islands, Isle of Wight and the Scilly Isles our delivery timescales are extended (PLEASE NOTE: COVID-19 may affect our ability to ship to these areas).

All orders for these postcodes are shipped once a week. This is typically on a Monday, not including deliveries to The Channel Islands which are shipped on a Thursday of each week. Please allow up to 5 working days for the delivery of these orders after they have been shipped.

For Scotland, remote addresses and addresses at the extremities of the country, please allow additional time for delivery.

Bulky items, busy postal seasons and national holidays may increase delivery timescales. If unsure, please contact us.

Delivery is not guaranteed when items are out of stock with our supplier, Richard Burbidge Ltd. We will let you know if this is the case and we will dispatch orders as soon as the full stock is available.

Wonkee Donkee shall not be held liable or deemed in breach of contract when deliveries are delayed outside of our normal quoted times where that delay is due to delays with our couriers, as well as with delays affected directly or indirectly by industrial action, adverse weather, earthquakes, explosion, fire, flood, accident, terrorist attacks, force majeure, war or threats of war, civil disturbances, sabotage, fuel shortages, power failure, machinery breakdown or failure, government restrictions, acts, bye-laws, prohibitions or any other measures put in place by the government, parliament, or local authorities, or anything that is reasonably outside our control.

Quick Despatch

We aim to despatch orders on the next working day. For logistical purposes, orders received on a weekend, a bank holiday or after the order cut-off time of 1.00pm, will be counted as being received on the following working day.

Delivery is usually on a working day following despatch via an overnight carrier. Please note that delivery addresses cannot be altered after orders have been dispatched. 

Delivery days are working days Monday to Friday, 8am to 6pm, excluding Bank holidays. 
Deliveries may occasionally also be on a Saturday, this is at the discretion of the carrier (sorry, we cannot book deliveries for a Saturday delivery).

A signature may be required on receipt of goods. Goods may be left by the carrier if authorised to do so by the customer. This is usually at the discretion of the driver. Goods left unattended will be the responsibility of the customer.

Failed deliveries will be re-attempted at the discretion of the carrier, this is usually the next working day. We reserve the right to pass on any charges we incur from the carrier for failed deliveries.

 Estimated delivery timescales when ordered BEFORE 1.00pm

Estimated delivery timescales when ordered AFTER 1.00pm

PLEASE NOTE:

Due to the large amount of consignments passing through the couriers currently, they are asking us to advise 1-2 working days for delivery. They will do their utmost to try and stick to the above schedule, however this cannot be guaranteed. All in stock orders should be delivered within 48 working hours of ordering. Please contact us before ordering if you wish to check stock levels, otherwise we will contact you as soon as possible to advise of any out of stock items.

Delivery Charges

The delivery charge for all UK Wonkee Donkee Richard Burbidge orders is £21.00 + VAT, this then increases based on the weight of the total amount of items ordered.
The final delivery charge is calculated when you check out. We reserve the right to change delivery charges without prior notice.

Returns

ALL RETURNS MUST BE SENT TO WONKEE DONKEE AT THE ADDRESS BELOW.

We must receive notification of intended returns for them to be accepted. We advise you email us details of intended returns to info@wonkeedonkee.co.uk.

Stair parts made to order or specifically made or altered to your specification cannot be returned unless faulty. Please call us on 01938 557733 for advice.

At Wonkee Donkee, we realise that things can go wrong. Please check all packaging on receipt of delivery for obvious signs of damage. See below for further details.
If you find that your order is damaged, please do not accept delivery and call us on 01938 557733 immediately or at least within 48hrs.

We aim to accept all returns and will work with you to ensure as far as possible, a hassle free transaction.

You will be responsible for the cost of returning any goods to us, however, we will refund your reasonable postage back to us if the goods are found to be faulty or we have supplied in error. Responsibility for the goods will remain with you until received by us in full.

All items being returned must be in their original packaging and in a saleable condition. Damaged, modified or used items will not be accepted unless faulty. Goods must be stored correctly to prevent water, damp, UV and heat damage, discolouration, staining, distortion, twisting, warping, dents, scrapes, scratches, mildew, mould, insect and other such damage from inappropriate storage. Items not abiding by these terms will not be accepted for refund and will be returned to you at your cost. You must advise of all returns within 14 days from delivery. 

Ensure all returned products are adequately and securely packed and marked with the customer name and order number. Any damage to the product during transit through inappropriate packaging will not be accepted and will be returned to you.

Items manufactured to order or made specifically to your requirements cannot be returned unless faulty. This includes the Heritage range of stair parts that have a 4 week lead time.

We cannot be held responsible for any defect in goods that arise from fair wear and tear; wilful neglect or damage; usage in abnormal working conditions; unauthorised misuse, alteration, or repair; or failure to follow any installation instructions.

Cancelling an order not yet received - any orders that have not been processed can be cancelled and a full refund reimbursed. If your order has already processed but you still wish to cancel you will either need to reject the goods on delivery or return the items to us. If rejected on delivery they will be returned to our supplier, you will not have to pay to send the items back but there will be a restocking fee deducted from the refund. Refunds for rejected items will be processed when the relevant paperwork is received from our supplier.  If you wish to return the items to us directly after accepting a delivery (please follow the above instructions), as long as returned within 30 days of ordering a full refund for the goods will be processed, you will be responsible for the cost of returning the goods to us. Whether the goods are rejected on delivery or returned to us directly any outgoing delivery fees are excluded from the refund.

Unwanted and Surplus Goods

There are two systems under which you may return your unwanted goods to us:

1. Distance selling
2. Our 30 day money back guarantee

Please note: 
Although you are not obliged to give us a reason for your return, a short explanation will help us to improve our services and product range in the future. 

1.  Statutory Distance Selling Act

Under this system, you may examine the goods for up to 28 calendar days after delivery.
You must notify us of your intent to return the goods within 14 calendar days, starting on the day following the day of delivery.
Please click here for a Returns Form
You have a further 14 calendar days to return the goods to us. These 14 days start on the day following your notification to us of your intent to return the goods. We must have received your returned item/s on this 14^th day at the latest.
You will be responsible for all costs associated with returning the goods to us and responsibility for the goods will remain with you until we have received them in full.
Returns received outside of these 14 day deadlines will incur a re-stocking fee, and will not be entitled to having the outgoing delivery refunded.
A full refund of the cost of sending the order to you will only be entertained on the return of the complete order and if returned within the time limits set out above.
Costs incurred by you to return items to us will not be refunded unless the returned items are faulty or we have sent items in error. In either of these cases, we will refund reasonable postage costs.

If you miss the 14 day deadline, you may still return items to us under our 30 day money back guarantee as outlined below.

2.  Our 30 day Money Back Guarantee

You may return unwanted or surplus goods to us within 30 days from delivery with our 30 day money back guarantee. All refunds exclude outgoing delivery charges. Your statutory rights remain unaffected.

You will be responsible for all costs associated with returning the item to us. Responsibility for the goods will remain with you until we are in full receipt of the goods.

Goods must be in an unused, undamaged and a saleable condition complete with original unopened packaging and all component parts including any promotional items received with the order. We reserve the right to refuse goods if we believe that they have been used, damaged, defaced or treated in a manner that renders them in a condition that cannot be re-sold as new.

We reserve the right to reject goods received outside of our 30 day money back guarantee and return the items to you at your cost. If we decide to accept your return, a 25% re-stocking fee will be applied.

A copy of a completed returns form must be included with the returned goods.
Please click here for a Returns Form

Please note:
Although you are not obliged to give us a reason for your return, a short explanation will help us to improve our services and product range in the future.

You may cancel your order and return unwanted or surplus goods, to the address below, within 30 days from delivery with our 30 day money back guarantee. 

You will be responsible for all costs associated with returning the item to us. Responsibility for the goods will remain with you until we are in full receipt of the goods.

Goods must be in an unused, undamaged and a saleable condition complete with original unopened packaging and all component parts including any promotional items received with the order. We reserve the right to refuse goods if we believe that they have been used, damaged, defaced or treated in a manner that renders them in a condition that cannot be re-sold as new.

Goods received outside of our 30 day money back guarantee will be subject to a minimum of 25% re-stocking fee and may not be accepted for a refund.

A copy of a completed returns form must be included with the returned goods. Please click here for a Returns Form

Faulty Goods

If you believe the goods to be defective or faulty, please check all documentation before contacting us to negate the possibility of any misunderstanding.

If you still believe the goods to be faulty, or if a defect develops after receipt of goods, then please contact us prior to returning the goods for advice.
All returns will require the completion of a Returns Form  and should be sent to us at the address below.

If we agree with you upon inspection of the faulty goods returned to us, we will at our discretion offer either a full refund or a replacement product. If the product is out of stock, or no longer available, we reserve the right to replace the item with a suitable, similarly priced alternative. We will, of course, contact you first.

You will be responsible for sending faulty items to us. We will refund reasonable postage cost if the items are found to be faulty.

You must ensure that all component parts, including any promotional items received, are returned to us, along with a copy of your completed returns form.

Click here to complete a Returns Form

Damaged Goods

If you have received damaged goods, you must inform us immediately on 01938 557733.

All goods must be checked for damage at the time of delivery.

If you suspect that your goods are damaged, for example, if you notice damage to the outer packaging:
   1. You MUST photograph the damaged packaging before removal;
   2. You MUST check the goods concerned by removing the packaging just enough to reveal the area of the goods under suspect;
   3. You MUST photograph the damage to the goods. Ensure that you take enough photos to give us as much information as possible.
   4. You MUST ensure that the driver is notified of any damage found and that he reports the damage.
   5. You MUST NOT sign for the goods as unchecked; 
   6. You should refuse delivery if the damage is obvious and extensive.

In any case, call us immediately on 01938 557733.

If there is no visible sign of damage at delivery, then sign for the goods as requested.
You MUST then check your complete order for damage as soon as possible, and you MUST inform us of any damages or shortages within 48hrs of delivery.
Failure to notify us within the 48hrs may result in any claim being rejected.

You MUST NOT install damaged goods - if damaged goods are installed this is deemed as acceptance of the goods. We reserve the right to reject any claims for credit or replacments on damaged goods that have been installed as we cannot prove liability. All goods should be thoroughly checked for damages before installation.

 You will be asked to take as many photos as required for us to investigate your claim.

Please do not dispose of ANY of the damage items until you have received instruction from us - our supplier may require the damaged parts back and this can affect your claim.

*By working day, we mean Monday to Friday excluding bank holidays and the Christmas period.

RETURN ADDRESS:

RETURNS
WONKEE DONKEE LTD
MILL LANE
WELSHPOOL
POWYS
SY21 7BL

Updated Dec2019