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How quick is the dispatch time for items?
Most items from the shop are dispatched within 2 working days between Monday and Thursday. If items are ordered on Friday to Sunday, they will not be posted until the Monday or Tuesday. If ordering certain items such as coloured/plated ceiling fixtures or chain, these items take up to 3 weeks dispatch time as they are coloured/plated on demand. Please make sure you order enough in advance for your project.
What do I do if my order is incorrect?
If you have ordered the incorrect item(s), please email us at sales@wilkinson-ltd.com and we can arrange an exchange for the item(s). Please note that additional carriage or difference in cost may be required to be paid. If the incorrect items have been sent from what was ordered, then please let us know through the same email address and an exchange will be arranged.
Do you offer International Shipping?
We do offer international shipping but is not currently available on the website. Please email sales@wilkinson-ltd.com to arrange an international order.
There is a problem with my order, what do I do?
If you are not satisfied with the item(s) you have ordered, you must contact us with 3 days of delivery. We will do our upmost to rectify any problems, but if you do not advise us within this time frame you forfeit this condition and will not be offered a solution.
Providing that the item(s) are in original condition, and it is requested within 3 days of delivery, a refund may be offered. Please note that return postage is not included. Please email sales@wilkinson-ltd.com to advise.
Can I collect my order from you, instead of paying postage?
Yes, we do offer a collection service from our workshop. If you would like to collect your order, please let us know in advance so we can arrange an appointment. Our workshop address is Unit 4 & 5 Waterview Business Park, Eurolink North, Sittingbourne, Kent, ME10 3SQ. If you do not advise of your visit and a meeting agreed, we cannot guarantee your order will be ready for collection and you will be turned away.
Why does the colour look different to the picture online?
Metal components are hand coloured to order and can sometimes vary in colour. The colour shown on the website is to be used as a guide. If you require a specific colour match, please email enquiries@wilkinson-ltd.com to arrange sending us a sample of the colour match required for a project.
Can I order more than is showing in stock?
With most of our products we can supply more than is stated in stock. If you require a bulk order of items, please email sales@wilkinson-ltd.com to arrange. Please note that the shipping rate for larger orders will be higher.
The item I want to order is out of stock, how I can order?
It is likely that this item is available but just showing as unavailable. Please email sales@wilkinson-ltd.com and this can be adjusted to allow to be ordered.
If you have received the confirmation and dispatch notifications, and it has been over 24 hours please contact us so we can track where your order is. If you have not received the above notifications, it is likely that you order has not yet been dispatched. Please see our dispatch time FAQ to find out more.
Royal Mail Tracked shipping is £4.95. If you select this option the estimated delivery time is 2-3 days. We are only able to provide a tracking number for this service and exact delivery times are out of our control once with Royal Mail.
DPD Next Day Delivery Tracked Shipping is £15.00 + vat. If orders are placed after midday we cannot guarantee next day delivery. Deliveries are dispatched on Monday to Thursday ONLY, if you order on Friday, Saturday or Sunday you will not receive your order the next day. If you have ordered a colour or plated metal component the dispatch time is up to 3 weeks.
Why has the shipping changed for my shopping basket?
If you have added different item to your basket and noticed that the shipping rate has changed, this is because the basket will default to the higher shipping rate based on the items added. Our shipping rates are specifically calculated depending on the items to ensure the most suitable shipping method is provided.
Components that we supply include ceiling plates, cones, hooks, chain, bulbs, buttons and drops. If you do not see what you are looking for on our website make sure to contact us, as we may be able to source items that meet your needs
Our office and workshop are open 7am – 5pm, Monday – Friday and you are more than welcome to come visit us.
Each month we keep you up to date with the latest news from Wilkinson Plc and the latest information from the world of glass.
If you would like to know more about our business please visit our history page, also learn more about the Royal Warrant that we hold or read about the fascinating history of Osler and Faraday.
Registered Company Number: 02670892
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Please note that our office will be closed from 2:30PM on Tuesday 18th June until 9:00AM on Wednesday 19th June.