Customer Service

"Thank you... this is the best customer service I have ever received" - Cristina

 

Shipping & Delivery

As the products on our website are typically hand made to order, they are shipped directly from the designers to you using the designer’s preferred courier or postal provider. 

Where you order products from more than one designer or supplier in the same transaction, each designer or supplier will ship the products separately.  Where you order more than one product from a single designer, products will be shipped together wherever possible.

As products you purchase through our website are important to you, our designers will insure each purchase during transit until it is delivered to the delivery address you gave to us. All orders require a signature upon delivery, at which point responsibility for your purchased goods passes to you. If you have specified an alternative address for delivery purposes (for example a wedding coordinator or a family member) then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfillment by TheWeddingVine.com and transfer of responsibility in the same way.

Where possible, we will always give you as much notice of the intended delivery date so that you can make arrangements to receive your order. However, this isn’t always possible so if there is an alternative address you’d like us to deliver your order to, then please let us know when ordering.

 

Privacy & Security

We value your privacy and security and endeavor to comply with the latest PCI Security Standards at all times.  In order to protect your purchases through our site, all payments are handled securely by Paypal. – we do not use or store any of your credit card information on our servers.

You can read about how we handle other types of information you may give us in our privacy policy here:

http://theweddingvine.com/content/privacy

 

Refunds, Returns & Replacements

We always aim to offer an excellent customer experience, choosing our suppliers and products carefully, but we do recognize that at times things do go wrong.  We will use reasonable endeavors to put things right, and this section will tell you how we will aim to do that.

Please note that many of the products sold on our website are handmade to order and, although we all aim to keep any variations to a minimum, variations can occur between the images on our site and the product(s) that you receive.  However, colours can sometimes appear differently depending on your particular web browser, monitor or device (such as a PC, iPad, Mac, etc.)

In the first instance, if you have any concerns or questions about your order, or believe it to be faulty or damaged, then please contact us at [email protected] giving us your name, contact phone number, order number, and a brief explanation of the issue and we will call you back.

If you still wish to return the item, we ask that you do so with 14 days of receiving that particular item.  As long as it is returned to us in the condition it was sent to you and it has not been used or worn, we can provide a full refund.  That means it must be returned in its original, undamaged packaging, with all labels and tags still attached.  If the item is not returned to us in this condition, we may refuse a refund.

If the item is damaged or faulty, we will work with our suppliers to replace it as quickly as possible and will refund any reasonable postage costs you may incur.

Note that due to hygiene reasons we cannot accept returns for earrings or edible items such as cake pops or chocolate favours. Please note that we are also unable to accept returns of made-to-order items.

We also request that any products you do return to us are repackaged properly to prevent damage and are fully insured by Royal Mail, or the alternative postal service you decide to use.

Some of our products come with a manufacturers warranty.  If a manufacturing fault occurs within this warranty period, then we can either refund or replace the item.  However, please note that normal wear and tear is not covered under a manufacturer’s warranty. 

 

Ordering

To order through our site, please select the items that you want either by browsing or searching for a specific item or items, and then add them to “My Bag”.  Once you’ve picked your item or items, you can Checkout. 

You can checkout with or without registering, but if you do register, your contact details will be available if you come back to buy more from us.

 

Payment, Pricing & Promotions

In order to buy from us, you will need to have a valid credit or debit card that meets our criteria.  Currently, we’re accepting payment using Paypal, although we may change this from time to time.

All prices on the site are currently shown in Sterling.  If you are ordering from outside of the UK, or are using a non-UK card, then please ensure you are aware of the relevant exchange rates at your time of purchase.

From time to time we may offer promotions.  We will typically promote these on the website, through our newsletter and through social media sites such as Facebook and Twitter. 

 

Viewing Orders

If you register with us, you are able to view your orders and their status.  We will also keep you informed of the progress of your order by email.

 

Updating Account Information

You can change your account password, contact details, delivery address and can opt in or out of our newsletter by logging in to our site at My Account