Damages or Incorrect Orders

If your book(s) arrives damaged or incorrect, please contact us by email as soon as possible and include your order number and details. If the item is damaged, please send us a photo of damaged book and packaging. Please do not return your damaged or incorrect book until you have received a response to your email from customer services. We will refund the returned book(s) or issue a replacement upon receipt of returned damaged or incorrect book (s) Payments will be made via the same method that you originally used to pay for the book(s). Please be aware that refunds can take up to 30 days to appear on your statement.

Cancellation Policy

If you have changed your mind, you have the statutory right to cancel your order for any reason within 14 days beginning from the day you receive the order. This right of cancellation shall not persist if sealed DVD, Games, Books, Cards or Audiobook packages that have been delivered have been unsealed, or books have been read and or have spine damage. To exercise your cancellation right please follow the instructions on how to return an order. When all the goods that formed the cancelled order are received back in good condition, in the original packaging we will refund you for the goods. Please note you must pay for return postage and we recommend you use a registered mail service that includes insurance, as we cannot give you a refund if we do not receive the order back or it becomes damaged in transit. Make sure you include the delivery note in the parcel with your name address and order number on. Notification to return cancelled orders must be obtained at all times from customer services.

Returns to be sent to:

Woodbridge Emporium
66 Thoroughfare
Woodbridge
Suffolk
IP12 1AL

Complaints Handling

Complaints Procedure

We hope that you are pleased with your purchase and the service you have received from Woodbridge Emporium, and that you’ll never have reason to complain – but if there is something you are not happy with, for example;

Your goods haven’t arrived?

Your order isn’t what you expected?
You need to query your account?
You’d like to speak to a manager?

We hope you will tell us about it so that we can try to put matters right. We can sort things out quickly, just contact us via any of the methods below:

Fill in our contact us form here.
Email us by clicking here,
or write to us at the following address:

Woodbridge Emporium
66 Thoroughfare
Woodbridge
Suffolk
IP12 1AL
UNITED KINGDOM

We aim to respond to customer queries received via our Contact Us form and email within 24 -36 hours. We aim to respond to posted letters within 48 hours of receipt. Please note; complaints made via social media (Twitter, Facebook or Instagram etc) will NOT be registered as a complaint as ALL complaints must be sent to customer services via email, Contact us form or in writing.

Happy Handling
We also love to hear from customers when they are pleased with their orders and have enjoyed the contents. Please send us happy emails or notifications on Social Media. We occasionally choose random happy customers to receive special offers of free gifts.

Security

Woodbridge Emporium take your data security very seriously, we do everything possible for you to shop with confidence.

Any data held about you and your order is held securely and encrypted to ensure that your details cannot be read by any unauthorised third party.

We use a PCI complaint third party payment provider to process credit card payments.

We use security software (SSL), for e-commerce, which it’s the best solution for secure, online commerce transactions.

Please note: we will never ask you to reveal your credit card pin number, password or bank details. If you are ever contacted or receive unsolicited emails asking for this kind of information, which you do not think is genuine, please Contact Us.

DELIVERY

Please note: Delivery times quoted below are only approximate as we cannot be held responsible for Royal Mail and the other postal service we use. The following delivery times are for orders received BEFORE MID-DAY (12pm)

Spend over £30 and STANDARD Delivery is Free*. Our Free service is our Standard second-class service.

UK

Delivery restrictions apply. Please see the Delivery Restrictions section below for more information.

Dispatch is usually within 24hrs for orders received before 12 noon
Orders received after 12noon (Prompt) will not be dispatched same day also this is not classed as a full business day. Orders received after 12noon might not be processed until following day. Weekends and bank holidays do not count as working days. Orders received after 2pm on a Friday may not be processed until the next working day (Monday). Click and Collect: Orders received after 12noon might not be proceeded for next day collection. Click and Collect orders are collection 1-2days from Woodbridge Emporium our Bookshop in Woodbridge if books are in stock. You will be notified when your order is ready to collect.
Personal Delivery within 10mile radius. Send Books and Tea instead of flowers. We will deliver your order to any commercial or residential property as a gift (instead of sending flowers) Card & Gift wrapping is extra on cost of order.

Delivery Information / Terms

Standard Delivery Service

We deliver to most UK addresses, but please allow 3 to 5 working days for delivery (Monday to Friday only) This is a second-class postal service.

First Class

Delivery to most areas but please not orders received after Mid-day (12pm) will not be processed until next day. Allow 2-3 days from processing

48-Hour UK Delivery Service

To receive your books within 2 working days for a delivery cost of £4.99, orders must be placed by Mid-day (12pm) Monday to Friday. Add on an extra day if orders received after 12pm. Due to carrier restrictions, the 48-Hour Delivery Service is not available to the following postcodes:

AB1-99, BT1-99, DD8-11, GY1-99, HS1-99, IM1-99, IV1-23, 25-27, 30-32, 36, 40-56, JE1-99, KA27-28, KW1-3, 5-17, PA20-49, 60-78, PH19-26, 30-44, 49-50, PO30-41, TR21-25, ZE1-99.

Next Day UK Delivery Service

To receive your books the next working day for a delivery cost of £7.99, orders must be placed by Mid-day (12pm) Monday to Friday. This service is only available on orders placed on weekdays (Not including bank holidays), providing the order is received by Mid-day (12pm), and all the required titles are in stock. Please note a signature is required upon delivery. Due to carrier restrictions, the Next Day Service is not available to the following postcodes:

AB1-99, BT1-99, DD8-11, GY1-99, HS1-99, IM1-99, IV1-23, 25-27, 30-32, 36, 40-56, JE1-99, KA27-28, KW1-3, 5-17, PA20-49, 60-78, PH19-26, 30-44, 49-50, PO30-41, TR21-25, ZE1-99.

Due to carrier restrictions we are unable to offer weekend or Bank Holiday delivery.

Click & Collect from Woodbridge Bookshop

Click & Collect is available from out Woodbridge store. Please allow 1-2 days for your order to be processed. We will contact you when your order is ready for delivery. If your order is urgent please call 01394 382382 and if the goods are in stock we will endeavour to process your order as quick as possible.

Special Personal Delivery within 10mile radius

We can personally deliver your orders / goods to you or your recipients within a 10mile radius of Woodbridge Emporium IP12 1AL. We can write a greeting card on your behalf and deliver your order similar to a florist / bouquet of flowers. Send a Book or some Teas as an alternative gift to flowers. Books and Tea are much more enjoyable 😊 Please allow 2-3 days for processing and delivery.

*Free Delivery over £30 Second Class postal service. Please note delivery restrictions apply to some areas. Please see the Delivery Restrictions for more information. Woodbridge Emporium reserves the right to withdraw the free Standard UK Delivery promotion at any time. Exclusions apply.

Addresses we cannot deliver to

Due to carrier restrictions: unfortunately, we are unable to deliver to hospitals, university campuses, UK-based army/navy/air force bases, PO addresses, post offices, shopping centres and pedestrianised work places.

Delivery to Republic of Ireland

We deliver to most Republic of Ireland addresses, but please allow 5 – 8 working days for delivery (Monday to Friday only).

BFPO

We are currently unable to deliver to British Forces, but we hope this will change in the future.