FAQ’s

ORDERS

I’ve got a question how do I get in touch?

Our Customer Service team is happy to help you with any queries you may have. Please email us at info@wisterialondon.com.

Customer Service is available Monday to Friday 9am-5:30pm (excluding Bank Holidays) If you email outside of working hours, we will return your email the next working day.

I can’t find my Order Confirmation, what do I do?

If you can’t find your order confirmation email, please check your junk and spam folders. Otherwise contact our Customer Service team info@wisterialondon.com and we will be able to resend your confirmation email to you for reference.

What payment methods do you accept?

Payment will be taken from your debit or credit card as soon as the order has been placed. We accept all major payment methods including Visa, Visa Debit, MasterCard, Maestro and PayPal.

Is it safe to order online and are my details secure?

Your privacy is of the highest importance to us and we promise to never release your personal details to any outside company for mailing or marketing purposes.

When shopping with us we will collect information from you for two reasons: firstly to ensure the smooth delivery of your order and secondly to provide you with the best possible service.

Please note that Wisteria London Ltd takes appropriate measures to ensure that any personal data is kept secure and is only kept for as long is necessary for the purpose which it is used. Any information that you hand over to Wisteria London Ltd reaches us fully encrypted through an SSL – a special security layer added to your account and checkout pages. You can see when you’re on a secure page as the address in the browser will begin with https:// instead of http://.

Wisteria London Ltd does not store any credit card information.

DELIVERY

What are my delivery options?

We offer several levels of delivery service and we will make every effort to make sure deliveries are made within the specified time frame as per the chosen delivery type. **Please note and take into consideration when ordering that weekends and Bank holidays are classed as non working days**

Orders under £75 – UK ONLY

Standard Delivery 3-5 working days £3.95
UK Express Next Day Delivery (when ordered by 2pm) £5.95

 

Please note the Express delivery is for deliveries to addresses in the UK only. All Express Delivery orders received by 2pm will be dispatched same day via the Royal Mail next day service.

Orders over £75 – UK ONLY

All orders over £75 will be shipped FREE of charge via the UK standard delivery service (3-5 working days) this applies to UK deliveries only.

Europe and the Rest of the World

Europe £9.95
Rest of the World £19.95

 

Will I be charged customs and imports?

Please be aware that customers are responsible for all custom and duty charges

What delivery couriers do you use?

We currently use Royal Mail for all our deliveries.

However, please note that a courier service can be arranged for any order. We will be able to advise on the costs and estimated delivery times once orders are placed via email to info@wisterialondon.com

RETURNS

What is your returns policy?

For UK customers items must be returned within 14 days of receipt. For international customers it is 28 days.

Returned items must be in their original packaging in the condition in which they were received. Wisteria London will not accept the return of any item that has been worn. Due to hygiene reasons and in compliance with EU regulations we cannot accept the return of earrings unless faulty. Shipping costs are not refunded unless the item(s) is faulty. You will be responsible for the item(s) until they reach us and we suggest that you use a secure delivery service that requires a signature for proof of receipt. You will need to provide proof of purchase from Wisteria London in order to receive a refund.

How long do I have to return an item?

For UK customers items must be returned within 14 days of receipt. For international customers, items must be received within 28 days of receipt. Please return unsuitable items in their original packaging.

How much does it cost to return an item?

Unfortunately all returns must be made at your own cost.

What do I do if my product is faulty?

Oh no! We are sorry to hear this! If you receive a faulty item please email us within 14 days of receipt detailing your order number and a description of the fault/incorrect item to info@wisterialondon.com

How long does it take to process a return?

Assuming that our returns policy has been adhered to, returned items will be credited within 7-10 days of receiving them.

How can I track the status of my return?

As soon as your return has been processed you will receive an email notification. You will also receive an email from us to say your refund has been processed. Please note that it can take 3-5 working days for the payment to show on your account, depending on the card issuer.

Can I exchange an item?

We don’t currently offer an exchange service so please return your order using the above instructions and reorder the correct item(s) separately.

The Consumer Contracts Regulations

As one of your statutory rights you the consumer have the right to cancel your order within 14 days of receiving your purchase (subject to the exemptions stated below)

We kindly ask customers who wish to exercise the right of cancelling their order to return the goods unused in their original packaging with all their tags. You should keep evidence of having given notice of cancellation such as an email receipt.

To cancel your contract you must notify us of your decision by email info@wisterialondon.com using the subject header ‘Cancellation’ and supplying your order number and address.

PROMOTIONS AND DISCOUNTS

Do you have promotional codes?

From time to time we may offer promotional codes on our website or through our Newsletters. You can sign up to our Newsletter here.

How do I use a promotional code?

If you wish to apply a coupon code, you must enter the relevant code during the online checkout process, simply type in the code and hit ‘Apply Coupon.’ If the code is valid your discount will be applied automatically at checkout. Only one voucher code can be used per order and additional terms and conditions may apply in respect of each coupon code. We reserve the right to decline to accept any voucher that is invalid to your order or that has expired.

Do you offer Student Discount?

No unfortunately we do not offer student discount.

TECHNICAL

What should I do if I have forgotten my password?

Don’t worry if you have forgotten your password! Simply click on ‘Lost your Password’ and it will direct you to a new page where you can enter your email address and we will email you a link to create a new password.

How do I change my email address?

It is super simple! Log in to ‘My Account’ using your old email address and click on ‘Account Details. Go to the email address section and delete the old address and replace with the new one. Once these changes have been made, hit save and your changes will save.

If you experience any problems please do not hesitate to contact our Customer Service team info@wisterialondon.com

How do I unsubscribe from your newsletter?

Just hit ‘Unsubscribe’ at the bottom of the email newsletter, or alternatively email our Customer Service team info@wisterialondon.com and we will have you removed from the list as requested.

I have signed up to your Newsletter but I am not receiving your emails?

When you sign up to our Newsletter please make sure that you are marking our emails as ‘safe.’ This will mean that they won’t be directed to your spam folder on delivery. If you think you are still experiencing problems contact our Customer Service team at info@wisterialondon.com and they will be able to look into it further for you.