Customer Service

FAQs

Choosing Presents

What is the difference between a list 'on-hold' and a list 'not on-hold'?

On-hold refers to a list where nothing is ordered from suppliers until after your wedding and once you have confirmed exactly what you would like us to order.

Not on-hold refers to a list where presents are ordered from suppliers as and when they are bought off your list, with the exception of presents that form part of a set.

Can I have some of my list on-hold and some not on-hold?

This is not something that we encourage as it means there is greater danger of a mix-up. However, if you would like to do so then please contact one of our consultants, on 020 7622 6300, who will discuss with you which items you would like to put on-hold and which you would not.

What if I would like to have presents delivered before the wedding?

If you would like to take delivery of presents before the wedding then please do let us know. This can be arranged by simply signing a pre-order form. This form means that the specific present you would like to receive early is ordered straight away. It does mean however that if no guest buys this chosen present you have agreed to honour the cost as it has been already ordered under instruction by yourselves. Although we will make every effort to deliver your presents before your wedding, please be aware that due to variable lead times with suppliers we cannot always guarantee it.

Can I get something that is not from one of your listed suppliers?

We will always do your best to look into a new company that you suggest. However, it is not always straight forward setting up a trade account with a new supplier as there are several things that we need to take into consideration i.e. margins, minimum orders and pack quantities. If we can reach an agreement that suits both parties then a relationship can be established.

How many items should I put onto my list?

There is no finite number of presents that should appear on a list, however if you would like some advice on this matter then please feel welcome to call us on 020 7622 6300 or email us at showroom@weddingpresentsdirect.co.uk and one of our consultants will be able to help straight away.

Discontinued Presents

What happens if one of my presents is discontinued?

Sadly, from time to time, our suppliers discontinue items. Some suppliers give us warning in advance but the majority don't let us know until we order the item in question. We have no control over which items our suppliers discontinue and apologise in advance if this affects your list; however if an item is discontinued:

We will email you as soon as we are informed that one of your presents has been discontinued.

If the present has not yet been purchased we will remove the item from your list.

If the present has already been purchased, we will credit your WPD account with the value of the discontinued present, and suggest an alternative or alternatives if possible. If you would prefer, you can use the credit to buy something completely different. Please note we cannot give cash refunds.

Closing Your List

When do you close our wedding list?

Wedding Lists stay open for 6 weeks after the wedding date, at which point we will email you to let you know what you need to do next. However if you would like to close the list before this time then please do let us know.

Can I swap my presents?

If you would like to be able to swap presents around then we advise you to choose the 'on-hold' option. This means that no presents are ordered until you come back from honeymoon, review your list and let us know what you would like to order, credit or swap. The drawbacks to this option are that you will be waiting longer for the arrival of your presents and that there will be a greater risk of presents being discontinued by suppliers due to the time taken between choosing and ordering. Otherwise if your list is not on-hold and your presents have already been ordered, we will be unable to swap them.

When will my presents be ordered?

It is important to realise that we hold very few presents in stock and therefore order the majority of your presents specifically for you once they have been purchased from your list.

If your list is on-hold, nothing is ordered until confirmed in writing by you. Once you have confirmed what you would like, we will aim to order everything within a couple of weeks. However there may be some presents that will take slightly longer to order due to supplier order requirements.

If your list is not on-hold, we take a common sense approach to ordering your presents from our suppliers; generally speaking individual items will be added to our next order with that supplier, while items that form part of a larger set will not be ordered until the set is complete, or unless you have specified that you are happy for us to order part sets.

However WPD reserve the right to order your presents when we see fit in order to complete your list in the most efficient manner possible.

Please contact our Hungerford office if you would like to discuss further.

Can we swap presents around after they have been ordered?

We regret that once an order has been placed with a supplier, a present can not be exchanged.

Do I have to buy all of our remaining presents?

You are under no obligation to purchase any remaining gifts from your wedding list, although we will not order any part sets until you have confirmed that you are happy for us to do so.

Delivery

When do my presents get delivered?

Most suppliers have a 6-8 week lead time from when presents are ordered until they arrive in our warehouse (please note that some items, especially china and silver, can have lead times of up to 6 months). You can track the status of your presents via the website. If you would like some presents to be delivered before everything else has arrived in our warehouse then please do just let us know and we will arrange a delivery time that suits you. You may choose to have presents delivered in multiple batches or wait and arrange one delivery for all presents.

Do I have to pay for delivery?

Delivery of presents is free in the UK mainland once the value of presents sold has exceeded £2000. You are able to have one delivery or multiple deliveries - as and when you would like to receive your presents. For lists that fall under £2000 there is a delivery cost of £25 per delivery.

What if I would like to have presents delivered before the wedding?

If you would like to take delivery of presents before the wedding then please do let us know. This can be arranged by simply signing a pre-order form. This form means that the specific present you would like to receive early is ordered straight away. It does mean however that if no guest buys this chosen present you have agreed to honour the cost as it has been already ordered under instruction by yourselves.

Can my presents be shipped abroad?

We would be delighted to ship your presents abroad and regularly do so to all corners of the globe. If there is a possibility that you might like your presents shipped please contact our Hungerford office before your list goes live so that we can start to make the necessary arrangements.

How much does it cost to ship my presents abroad?

We are unable to give a quote for shipping until the majority of presents have been received into our warehouse because the total weight and volume of presents is needed to calculate the cost. However we do pass the shipping costs directly onto you without additional charge, and if your presents are being shipped outside the EU it may be possible to reclaim the VAT on the value of the shipment on your behalf. This can often go a long way towards paying for the shipping itself. But please be aware we must be informed about this before presents start to be bought off your list.

How do I organise a delivery?

Simply give us a call at our Hungerford Office on 01488 662100 and ask to be put through our warehouse, who will be happy to organize this for you. Please note we do not automatically contact you to arrange a delivery so we will wait to hear from you when you are ready.

Returns

What happens if presents arrive faulty or damaged?

Please email details together with a photograph to returns@weddingpresentsdirect.co.uk

How long do we have to report a faulty/damaged item?

7 days from the date of delivery.

Can I return presents?

Presents can only be returned if they are deemed faulty or do not match their stated descriptions. We ask you to check that you are happy with all your presents within 7 days of receiving them. If we do not hear from you within this time then we are unfortunately unable to take back any items that you are dissatisfied with.

However if we are delivering your presents to a third party and know that you will be unable to check items straight away, please let us know so that we can make allowances.

Storage

Do you offer storage and how long are we able use this storage?

We offer 9 months free storage from the date of your wedding. We will write to you approximately 3-4 months after your wedding about any impending storage charges and advise you on what needs to be done to avoid these charges. Please note that storage fees do still apply after this 9 months has run out regardless of whether your list is still 'on-hold' and we haven't yet ordered your gifts, or we have your gifts here in the warehouse.

When does my 9 months free storage start?

Your 9 months free storage starts from the date of your wedding, not from when you order your presents.