What do I do if I haven’t received my order?
If you haven’t received your order please contact us via firstname.lastname@example.org and we will get back to you within 24 hours.
What do I do if there is a fault with my order?
If upon inspection your order contains a material fault or you have received an incorrect item, please contact us via email@example.com BEFORE returning the item. To ensure a speedy resolution please enclose the following in your email:
•Your order number
•Images of the faults/defects
If we request you to return your order please do so within 30 days of receipt.
What do I do if I receive a damaged item?
In the event that your order arrives damaged please accept our apologies. In order to investigate the issue promptly, please contact us within 7 working days via firstname.lastname@example.org. Please ensure you provide us with your order number and images of the damaged item:
•Images MUST show the damage
•The images you send must also include the packaging the items arrived in including the delivery note.
•If we request you to return your item, please do so within 30 days of receipt.
Whatnot Wood Craft cannot be held liable for return postage costs of orders returned without prior agreement.
Do you accept returns?
Please note that personalised products cannot be returned or exchanged unless an error has been made in production.
If the item is being returned due to damage or a production fault, and you have contacted us prior to returning it, your postage costs will be refunded upon receiving proof of a valid postal receipt.
For a refund or exchange the items need to be returned:
•In their original condition; ideally in the original packaging provided
•To the correct return address as provided below
•Within 30 days of receiving the item
It is your responsibility to ensure the safe return of the item(s) to us. If you return a high value item, we recommend that you use a recorded delivery service. For all returned orders we would advise you obtain a proof of postage from your chosen carrier.
Why do I have to supply images of damaged/defective items?
Supplying us with images of any damaged/defective items enables us to ensure that the best resolution is provided. Images also help us to ensure that our remaining stock is fault/damage free.
How should I package my return?
To ensure that a prompt replacement or refund is provided please see the following guidelines when returning your order:
• Make a copy of the order invoice included within the package and clearly state the: Buyer ID, email address and the reason for returning the item(s).
• Enclose the above within the package
• Address the package to:
Whatnot Wood Craft Returns
19 Crossways Avenue
Are your products food safe?
All our bags and boxes are food safe. The tissue paper is NOT suitable for direct contact with food
Can I recycle your products?
All our bags, boxes and tissue paper can be recycled. Please remove any none paper items first (i.e diamante crystals) before recycling.
Can I use your designs myself?
All our designs are protected by Copyright Law and registered with a copyright registration company. Please do not copy our designs.