Delivery Update - Coronavirus 2021
Please see our updated COVID statement on delivery estimates during Lockdown 3.
Where's my order?
We send Royal Mail 48 which is an untracked service. It’s the same as 2nd class which is currently 4-8 days or more depending on your home address. The speed of delivery depends whereabouts you live in the country, as some sorting offices and delivery routes are experience significant disruption due to staff sickness.
We are doing our very best to get your parcels out to you, however, once they leave us we have no control over the speed at which they arrive with you, tracking codes or being left with your neighbour. See below on how you can track your order if tracking is available.
We appreciate this is so frustrating but please don’t be upset with us, We are working seven days a week long into the night to help Santa out. We know it is hard, but we do ask that you exercise a little patience.
We try to delight our customers and exceed your expectations but during busy times like Christmas with nationwide delays due to Coronavirus frequent requests for updates create more delays on picking and packing as we are a small independent business.
Many thanks the Wigwam team
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How we deliver
- Our standard delivery rate is £3.99
- Premium Delivery £6.99 suspended
- Express £9.99 suspended
Royal Mail, Parcel to Go & MyHermes
We use Royal Mail for small packages through Parcel to go and MyHermes for larger items. Our deliveries are usually packed and shipped the same day and should arrive with you within three to seven working days but may take longer at busy times. If they don’t, please let us know.
Tracking codes
Please use your tracking codes to locate your delivery through our carrier services, this will save time and frustration. All these couriers have apps you can use to track deliveries...
Down Your High Street
If you placed your order via Down Your High Street, the tracking number provided is for Parcels to Go. Go to www.parcel2go.com and enter the tracking number to see the status of your order.
Cancellations & Out of Stock items
If any items become out of stock we will usually take them off the website and refund your payment.
However, if there’s been a “rush” and your item becomes out of stock, but we are able to order it in, we will email you with the option to wait, amend or to cancel your order. We often allow customers to pre order new products before they arrive in the store.
Delivery Estimates
All orders are dispatched within 24 hours of being placed via Royal Mail Standard or for heavier items we use MyHermes. Royal Mail estimates that First Class post takes roughly 1 - 2 working days and Second Class takes 3 - 5 working days under normal circumstances. Please note, these are guidelines and not guaranteed time-windows during the pandemic.
Order notifications
On receipt of your order we will email you an order acknowledgement (please check your spam box if you don't think you've received it). Then, upon despatch, we will send you a despatch confirmation email providing more precise details about when your order will arrive, together (as appropriate) with tracking details for your order if available.
Down Your High Street Refunds Policy
DYHS orders and refund process & timescale is different to our website as DYHS money is handled by them, via clear pay. We request the refund on the customers behalf, DYHS actions it, money can take up to 7-10 days to reappear.
Larger items
For larger orders we may also send text or messenger messages giving you more details about your delivery (please enter your mobile number as your phone number).
Depending upon the delivery option you select, we will despatch your order using either a Royal Mail or MyHermes. If you placed your order via Down Your High Street, the tracking number provided is for Parcels to Go. Go to www.parcel2go.com and enter the tracking number to see the status of your order.
Larger orders will require a signature upon delivery. If you are likely to be out when your order is due to be delivered, consider providing an alternative delivery address or enter delivery instructions during checkout to suggest a neighbour as a backup.
Lost parcels
Occasionally parcels dispatched using Royal Mail can take longer than expected. The time frames given to us by this service are expected delivery times. We are not able to take any action in regards to delayed/missing parcels until it has been 14 days since dispatch.
Click & Collect in store - Free
You can also use our Click and Collect in-store option if you are local to Brighton, Hove or anywhere is East or West Sussex. All orders should be collected from our retail shop. We will send you more details about how to collect your toy safely. Choose this option at checkout.
Let us know
Please do let us know if your order is required for a birthday or any other special occasion - enter this in the special requirements box at checkout - we will do everything we can to meet your requirements.
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