If you would like to chat with one of our dedicated Customer Service team members please do not hesitate to call us on 01427 610 682.

Alternatively, we have prepared a list of frequently asked questions below to help.

Frequently Asked Questions

YOUR ACCOUNT

ORDERING

PAYMENT

DELIVERY

RETURNS

SHOULD I CREATE AN ACCOUNT?

You are not required to create an account when making an order, however, if you would like to track your orders or think you will be ordering more than once, we would recommend creating an account with us — this can be done easily during checkout. When creating an account, you can also sign up to our newsletter.

I'VE FORGOTTEN MY PASSWORD, WHAT DO I DO NOW?

On the 'My Account' login page please press the 'Forgotten Password' button. You will be taken to the Forgotten Password page and asked to enter your account email address. We will then email a new password to you.

HOW DO I PLACE AN ORDER?

After adding one or more products to your shopping cart, click on the shopping trolley icon at the top right of your screen to either view your shopping cart or checkout straight away. Once in the checkout area, you will be asked for your contact and billing information, at the end of which you can confirm or cancel your order. Once an order is placed you will receive an order confirmation email from us.

CAN I TRACK THE STATUS OF MY ORDER?

Yes, through your Wrenbury account. If you haven't opened an account, you will receive an email with your tracking number when your order is dispatched. Please contact our dedicated Customer Service team at any point if you are unsure about any part of your order.

CAN I CHANGE OR CANCEL AN ORDER ONCE I HAVE PLACED IT?

We aim to dispatch all orders within 24 hours of receiving them, so if you contact us quickly we may be able to amend or cancel an order. If your order has already been dispatched you cannot change or cancel it, however, you can return any unused item(s) to us.

IF PART OF MY ORDER IS OUT OF STOCK, HOW LONG WILL I HAVE TO WAIT AND WILL ALL MY ORDER BE SENT TOGETHER?

In the rare instance where part of your order is out of stock, we will email you with the option to either receive your order together or in two parts, with the out-of-stock item sent at the earliest possible time at no extra charge.

CAN I ORDER IF I LIVE OUTSIDE THE UK OR EU?

Yes — please see our Delivery & Returns page for more information on international shipping options.

HOW CAN I PAY FOR MY ORDER?

We accept most credit and debit cards as well as PayPal.

HOW CAN I BE SURE THAT THE PAYMENT PROCESS IS SECURE?

All payments made via our site are processed by PayPal, a highly experienced and secure payment processor that uses state-of-the-art encryption technology to keep your payment details private. At no time does Wrenbury have access to your payment details.

WHEN AM I CHARGED FOR MY ORDER?

You are charged once we've confirmed your order is in stock and can be dispatched immediately.

WHERE CAN I CHOOSE WHAT TYPE OF DELIVERY I WANT?

During checkout you will be presented with delivery options depending on your address and order size — for example, standard postage or tracked delivery for UK addresses. You can also choose your delivery option via the 'Estimate my shipping' feature in the shopping cart.

DO YOU SHIP ABROAD?

Yes — your delivery address will determine the options available. See our Delivery & Returns page for international shipping options and costs.

HOW MUCH DOES DELIVERY COST?

This depends on your delivery address and the option you choose. Please see our Delivery & Returns page for full pricing.

HOW LONG WILL DELIVERY TAKE?

This depends on your delivery address and the option you choose. Please see our Delivery & Returns page for estimated timings.

CAN YOU DELIVER MY ORDER TO AN ADDRESS OTHER THAN MY HOME ADDRESS?

Yes — simply specify a different delivery address in the 'Delivery Address' section at checkout.

CAN I SPECIFY A DAY AND/OR TIME FOR DELIVERY?

Yes, if you choose tracked delivery, as your order will be sent via courier. Standard delivery does not allow you to specify a day or time.

CAN I RECEIVE A REFUND ON AN UNUSED ITEM IF I AM JUST NOT HAPPY WITH IT?

Yes, we offer a 30-Day Money Back Guarantee, provided the item(s) are returned in clean, sellable condition with all tags and packaging intact. Please fill in the returns form on the back of the invoice you received with your order and include it in the return parcel.

HOW DO I RETURN AN ITEM?

Fill in the returns form on the back of your invoice, include it in the return parcel, and send it to the address given in the return instructions. If your item is damaged or faulty, please contact us on 01427 610682 or at help@wrenbury.co.uk first — we often just need a photo of the damage, which can save you the trouble of sending the product back.