1. Can I modify my order?
If you wish to change an order in any way, please email our customer support team on firstname.lastname@example.org / email@example.com or call (813) 304-1389 during office hours.
We will do our best to accommodate any requests. Early alterations are often possible if your orders haven't been shipped.
Please note that any changes to an order may delay your lead time and also alter the price on your confirmation (if there has been an increase).
2. How does your Returns Policy work?
We aim to offer a no hassle returns policy however our cancellation and return policy varies slightly between our many varied product ranges as set out below:
2.1: General Cancellation and Returns Information:
These general terms and conditions apply to all purchases from Direct Wicker website unless specifically expressed in the product specific return as laid out below
2.2: If you wish to cancel your order please e-mail your details and order reference to firstname.lastname@example.org or call (813) 304-1389. Any order cancellation must be confirmed by email prior to despatch and once despatched the returns policy is as set out below in for the various product categories.
2.3: Unless confirmed in writing from Direct Wicker, all orders must be paid for before delivery. In the event of a custom-made item being ordered, this must be paid for in full prior to delivery. Samples may be requested and will be provided at the discretion of Direct Wicker. Any shortage of payment will result in the products not being dispatched and Direct Wicker reserves the right to charge associated costs incurred in time, carriage (including aborted deliveries), and for the custom-made product ordered.
2.4: In addition, all returned / exchanged products including the boxes, (Unless Platinum Delivery was purchased) must be in their ORIGINAL CONDITION i.e., NOT WORN, ALTERED or WASHED, and they must be in their ORIGINAL PACKAGING. N.B. - DO NOT TAPE UP OR WRITE ON BOXES. Any damage to goods / boxes, or sign of use may result in a reduced refund to the customer. Goods must also be suitably packaged. Customers are advised to obtain and complete a 'certificate of postage' form stamped by Direct Wicker before returning item. Responsibility of the goods remains that of the customer until safely received by Direct Wicker and Direct Wicker accepts no liability for goods lost or damaged in transit back to our warehouse.
2.5: Should an item arrive damaged, the customer must inform Direct Wicker in writing within 1 working day of receipt. Direct Wicker will then advise if the customer if they are to return the goods for exchange (in which case we will advise the most efficient transit method for return and the appropriate cost we will reimburse) or if we are to arrange an exchange via our courier or transports team. All damages / defects must be reported within 1 working day from the date of delivery.