Frequently Asked Questions
1) What are your opening hours?
We are open between 09:00 and 17:00.
2) When will I receive my order?
Any orders placed before 12 noon will be posted that day, Mon - Thurs. Any orders placed later than 12 noon will be posted on the next working day. If you place an order after 12 noon on a Thursday, it will be posted on the following Monday (unless this is a bank holiday, in which case your order will be posted on the Tuesday).
Standard UK delivery typically takes 2-3 working days. If you place your order before 12 noon and need it for the following day, we offer a Next Day delivery service at an extra cost.
3) Can I leave a note on my order requesting my package be left in the garage or shed?
Unfortunately not. A lot of our products are high value items and we have had many deliveries go missing, or customers claim to have not received their packages which means we have to issue replacements at a cost to us. As a result of this, all of our orders require a signature. If you are not at home when the package arrives then the postman will leave a delivery card and you can collect it from your local sorting office.
We are happy to send your order to an alternative delivery address if you wish to have it delivered to work or another family member.
3) Do you ship internationally?
Yes. We offer European and Worldwide Delivery services. Please allow 1-2 weeks for delivery to Europe, and 2-3 weeks for Worldwide.
1) What is your returns policy?
You can read our official Delivery and Returns policy here.
2) I would like to return my item. What do I do?
First you need to login to your account on our web shop using the details you created when placing the order.
Then click Account at the top of the page, then click View Your Order History.
Click the blue View button next to the order you wish to return.
Find the specific item then click the purple return button next to the line on the order.
Fill out the form and follow the instructions.
Then return your item(s) to Wyedean Stores, Bridgehouse Mill, Haworth, West Yorkshire, BD22 8PA. To ensure the safe delivery of your parcel, we advise you send it tracked. If it's lost in the mail and we don't receive it then unfortunately you will not be eligible for a refund.
3) How long will it take before I receive my refund?
Once we have received your returned goods and have confirmed that you are eligible for a return/refund, we aim to process these within 2 working days.
4) In the event of a refund, who pays for the postage?
If the return is due to a faulty, damaged or incorrect product, then we will refund the costs of the postage. If you are returning something because you ordered the wrong item or because you have changed your mind and no longer want it, then you are responsible for paying the postage costs.
5) What do I do if an item is missing from my order?
In the unlikely event that an item is missing from your order, then please notify us immediately and we will address this as quickly as possible.
6) I have decided I don't want to keep the product I ordered. Can I return it for a full refund?
By law we are required to allow refunds for this reason within 14 days of purchase and only if the product has not been used and is in the same condition as which we sent it. In the unlikely event that you find yourself in this situation, please follow the instructions at point 2.
1) How can I pay for my order?
We use PayPal to process our orders.
If you do not have a PayPal account then you can make payment using your Credit/Debit card using our PayPal payment portal. Please note that you are not required to register for a PayPal account in order to do this.
If you have an existing PayPal account then you can login and make purchases using your account.
2) Do you accept international credit cards?
PayPal supports a range a credit and debit cards including VISA and MasterCard. It does not support American Express.
3) Do you accept cheques or money orders?
Unfortunately we do not accept cheques or money orders.
4) Is it safe to use my credit/debit card on your website?
Yes. PayPal is the world's leading payment portal and for your security uses industry-leading encryption and fraud prevention tools. PayPal does not share your financial information with us or indeed anyone, and will send you a confirmation email when your payment has been processed.
5) Do you charge sales tax on any items?
If your order is to be delivered to an address within the United Kingdom then you are required to pay Value Added Tax (VAT) at 20%. If your delivery address is outside of the UK then you will not be charged VAT.
6) What currencies do you accept?
Our store accepts payment in either British Pounds, US Dollars or Euros. At the top centre of the website is a pound sign. Clicking this will let you switch between currencies.
1) Can you make X?
Our factory is capable of producing a number of products in a variety of styles. If you have an enquiry for an item that is not on the website then please email us at firstname.lastname@example.org. Be sure to give us as much information as possible. If you have images of the product you require then please send them along with a full and thorough description. The more information you can send us, the quicker and more easily we'll be able to respond appropriately.
While we have a knowledgeable and experienced staff, we are not historians, so the more information you can give us, the better equipped we will be to deal with your enquiry.
If your enquiry relates to an out-of-stock item then minimum order quantities will apply and these will vary depending on the type of product, but we will issue a formal quotation advising lead times and costs.
2) Do you offer a discount for bulk orders?
Yes we do. But what constitutes a bulk orders varies depending on the product. For example, for a simple item such as a badge, a bulk order would be 300 units. But for a more complex item such as an aiguillette, a bulk order would be 10.
Generally, in each product's description will be a note stating the recommended bulk quantity. If you have a bulk enquiry then please email email@example.com stating the product code which you can find on the product page as well as the quantity you're interested in purchasing.
The following represents typical guidelines for bulk quantities:
Badges – 300+
Buckles/Lockets – 100+
Cap Tallies – 50+
Ceremonial Accoutrements: Aiguillettes, Belts, Sashes – 10+
Haberdashery – 50 metres+
Lanyards – 20+
Ship’s Badges – 10+
3) How do I place a bulk order?
If you think you qualify for a bulk order discount then please call us on 01535 643077 or email us at firstname.lastname@example.org. Once we have received your enquiry we will be able to put together a formal quotation and advise you of the delivery lead times.
1) Can I have a sample of X product?
Unfortunately we are not able to offer samples. However, for our haberdashery and narrow fabric items, you can buy short 1m lengths.
2) You do not have any stock of a product I want, how do I find out when this item will be back in stock?
When an item is out of stock, the ADD TO CART button is replaced by a NOTIFY ME button. Clicking this will allow you to register for stock notifications against this product. You will then be automatically notified once we have more stock of this item.
3) How can I view all recently-added products?
Each of our websites has a latest products page showing the last 100 added items. You can view each store by clicking the respective links below:
4) How can be I sure of the quality of your items?
As an official supplier to the British Ministry of Defence, all of our products are manufactured to official specifications. We are accredited with ISO 9001: 2015 and ISO 14001 as well as being certified Investors in People. For more information you can visit our corporate website at www.wyedean.com.
5) I'm interested in your company and what you do. How do I keep in touch with latest news and updates?
The best way to keep in touch with the latest news and information on Wyedean is through social media. You can like us on Facebook, follow us on Twitter, add us to your circles on Google Plus or follow us on Instagram.
7) How do I know if an item is sold individually or in pairs?
All items within our web shop should clearly state in the description whether they are sold individually or in pairs. If the description is not clear then look at the product photos. If the photographs only show one of the item then it is sold individually. If the photos show two of the item then it is sold in pairs.
8) My question still hasn't been answered.
If you have a question not covered by any of the above then please email us at email@example.com and provide as much information as possible. While we have an experienced and knowledgeable staff, we are not historians, so be sure to provide us with as much information as possible, including, where possible, images.
9) Can I have my order delivered to a BFPO address?
Unfortunately due to Royal Mail restrictions we are unable to deliver to BFPO addresses.
10) Why do I have to pay VAT on postage?
VAT is chargeable as it is part of the cost of the delivered goods and the service provided.