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FREQUENTLY ASKED QUESTIONS

The Answers You May Need

Do you have a physical store/catalogue?

We are an online store, so, unfortunately, do not have any physical shops. We do run regular pop-up shops, for more information on this please contact us or sign up to receive our email newsletters.

Are Wellowtea products environmentally friendly?

Wellowtea products are completely nature-friendly and carefully selected organic materials to protect natural life and support sustainability.

Why isn't my promo code working?

If your promo code hasn't worked, check that:

  1. You've entered the code correctly. Make sure it's spelt correctly and you haven't entered any spaces. You can copy and paste your code to avoid errors.

  2. Have you clicked 'Apply'?

  3. Check the code is still in date. Promotional codes are only valid for a limited period of time.

  4. Check you've reached the minimum spend.

  5. Make sure the code is valid on the items in your basket. Some products and ranges are excluded from our promotional codes.

If you found the promo code from another website please contact us to check whether the code is valid. We are unable to take responsibility for information published on 3rd party sites.

The website isn't working properly?

If you're having issues using the site or have received an error message please check the following:

·       Is your internet connection working properly? You can check to see if other websites are working as normal

·       Try refreshing the page

·       Try clearing your internet history

If you have tried the above and are still experiencing problems please contact us. Please include the following information:

  1. What page were you on when you received the error message/the site crashed?

  2. What task were you performing?

  3. What error message did you receive? Please send a screenshot of the error if possible

  4. What device and internet browser you are using?

What should I do if I believe my product is faulty and within its guarantee?

  1. Contact us to discuss further, we will ask you to confirm how the item has been cared for, and in some cases, we may ask for a washing report.

  2. In the first instance, we will request pictures of the fault to be sent via email.

  3. If we can not see the issue with an image, we may need to collect the item to view in the office, we would ask that the item is washed and in a hygienic state for collection.

  4. If the item is faulty and within the guarantee,  we will be happy to replace the item, if a like-for-like replacement is not available we will offer you the closest next item.

When will I receive my refund?

Once your returns have been delivered to our address, please allow 5-7 working days for your refund to be processed and appear in your account.

What methods payment can I use?

We accept payment with credit or debit cards online only.

How do I make a return?

If you wish to return items you will need to cover the cost. In the unlikely event of your goods arriving damaged or faulty, please contact us via chat or email. You need to send the information about the product you want to return, the reason for the return and the invoice number. 

Do you offer shipping outside of the UK?

We do not have the option to ship products outside of the United Kingdom. However, you can check our delivery options via ETSY to your country by visiting our ETSY page.

How can I rearrange my delivery date?

Once your order has been dispatched you will receive a tracking number via email.

Once you place your order, it is recommended that you provide your mobile number as the courier services will text you to advise the delivery date, and you will have the option to re-arrange a different date.

Can my delivery be picked up from a shop?

Unfortunately, this is not a service that we currently offer.

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