Wilder & Fern FAQ.
Frequently Asked Questions
π° Pricing & Discounts
Q: Do you offer discount codes or promotions? Our prices are already kept as competitive as possible and we don't run general promotions. However, we do occasionally offer a small discount as a thank-you to customers who leave a review β keep an eye on your inbox after your order arrives.
π Shipping & Delivery
Q: Where do you ship to? We ship to all addresses within the United Kingdom, including England, Scotland, Wales, and Northern Ireland. We are unable to ship to the Republic of Ireland, the Channel Islands (Guernsey and Jersey), or anywhere outside the United Kingdom.
Q: How much does shipping cost? We use weight-based shipping rates:
| Order Weight | Shipping Cost |
|---|---|
| Up to 1.6kg | Β£3.99 |
| 1.6kg β 2.99kg | Β£4.99 |
| 3kg and over | Β£5.99 |
Β
Q: How long will my order take? Orders are usually dispatched within 24 hours of being placed (excluding weekends). Estimated delivery is 3β4 working days from dispatch. Orders placed late on a Saturday or over the weekend won't be collected until the next working day.
Q: Which couriers do you use? We use Evri and Post Office / Parcelforce 48 as our standard couriers. Royal Mail can be requested β this can be a better option for customers in areas where Evri coverage is patchy.
Q: Do you ship to Northern Ireland? Yes β we ship to all BT postcodes (Northern Ireland). Please note a small courier surcharge may apply. If you're unsure, our Storefront Assistant can look this up for you.
Q: Do you ship to the Republic of Ireland? No β we ship to the United Kingdom only. The Republic of Ireland is a separate country and is not included. If you're unsure whether your address qualifies, our Storefront Assistant can help.
Q: Do you ship to the Channel Islands? No β Guernsey (GY) and Jersey (JE) are excluded. Orders placed with these addresses will be cancelled and refunded. If you're unsure whether your address is affected, our Storefront Assistant can check for you.
Q: What packaging do you use? We're committed to sustainability and use Hivewrap β an eco-friendly, recyclable paper solution β wherever possible instead of plastic bubble wrap.
π Gifts & Orders
Q: Do you offer gift wrapping? We don't offer gift wrapping at the moment. All orders are packaged carefully to withstand the rigours of courier handling and arrive in great condition β but we keep it practical rather than decorative.
Q: Can you include a personal message with my order? Yes! Simply add your message in the "Special instructions" box at checkout and it will be printed on your packing slip β no need to contact us separately.
π Returns & Refunds
Q: What is your returns policy & How do I start a return?Β You have 14 days from receiving your order to request a return. Email Sales@Wilderandfern.com Items must be unused, in their original condition and packaging, Include your order number, the item(s) you're returning, and the reason. We'll reply with instructions and the return address.
We're not set up as a try-before-you-buy service, so we don't encourage ordering several items simply to choose one and return the rest. You're welcome to return a genuine change-of-mind purchase, but return postage and 10% restocking fee MAY still apply.Β
Q: When will I receive my refund? Once we've received and inspected the return, we'll notify you by email. Approved refunds are processed within 5β10 business days to your original payment method.
Q: Who pays for return shipping? For change-of-mind returns, you cover the return postage. The original shipping cost is refunded. A restocking fee of up to 10% MAY apply.
Q: My order arrived damaged, faulty or incorrect β what do I do? Β Contact us within 72 hours of delivery at sales@wilderandfern.com with your order number and a clear photo. Do not return the item unless we've asked you to.
We'll work with you for minimum disruption β whether that's a replacement, a refund, or another solution. If we find ourselves out of stock, we'll invite you to choose a replacement item from our store, or offer a full refund if you'd prefer.
Q: If I break a product myself -Is there a Guarantee? Accidental damage after delivery isn't covered and we're unable to offer a replacement or refund in those circumstances.
Q: Return address: Wilder & Fern, Office 1224, 12 Farwig Lane, Bromley, BR1 3RB
Q: Are you adding new products? Yes β we're always adding new lines to the store. New arrivals are usually showcased on our New & Returning page. You can also sign up to our newsletter to be the first to know, or simply check back regularly as new products can appear without announcement.
Q: How do I sign up for your newsletter? Simply scroll to the top of our New In page and enter your email address. You'll be the first to hear about new arrivals, and occasionally we share exclusive thank-you discounts for subscribers.
Q: Is everything for sale actually in stock? If you can add it to your cart, it's in stock, but it isn't held until you pay for it. Generally this is everything except products on our "Restocking" page.