Customer Service.

You will find answers to our most frequently asked questions here.

How long will it take my order to arrive?

Allow 10 working days from placing order to goods being despatched.

All parcels are sent via 1st class Royal Mail Recorded & Signed For Service. Delivery times within the UK are usually 24-48 hours.

Delivery overseas, depending upon how distant, usually takes between 4-10 working days after posting.

Whilst we endeavour to deliver within these timescales, delays beyond our control can occur during transit. An international parcel is not classed as lost until 21 working days after posting. We ask that such time is allowed before contacting customer services and reporting your order lost.

We ask that you please also make reasonable allowance for orders placed over weekends and during public holidays.

Where is my order?

Orders within the UK

If you have not received your order within 48 hours of despatch, we strongly recommend that you check with your local Royal Mail sorting office before contacting customer service, as calling cards are not always left. To locate your local Royal Mail delivery office please go to:

www.royalmail.com or call them directly on 08457 740740

International Orders

Allow 10 working days from placing order to goods being despatched.

We aim to deliver internationally within approximately 4-10 working days after despatch, so please allow at least 10 working days prior to contacting customer service.

Returning faulty goods.

Simply return them with proof of purchase and a covering letter including your own address and a brief note explaining the nature of the fault to:

Word Of Design Limited
62, Elton Parade
Darlington
County Durham
DL3 8PQ

If you have any queries please contact customer services on 01325 257837

We  strongly advise that all goods are sent via method of recorded delivery in order to ensure safe receipt.

Please allow 1-2 weeks for the return delivery of your goods.

Returning  goods damaged in transit.

Simply return them with proof of purchase and a covering letter including your own address and a brief note explaining the nature of the damage to:

Word Of Design Limited
62, Elton Parade
Darlington
County Durham
DL3 8PQ

If you have any queries please contact customer services on 01325 257837

We strongly advise that all goods are sent via method of recorded delivery in order to ensure safe receipt.

Please allow 10 working days for the return delivery of your goods.

Returning an item

Any unwanted item may be returned within 7 days from the day it was received if it is in new, unused, unopened and re-saleable condition.

Please send your item, with a copy of your proof of purchase and covering letter stating the reason for return to: Direct Lines address as above.

We strongly advise that all returns are sent via a method of recorded delivery in order to ensure safe receipt. We cannot be held responsible for any undelivered items.

If any returned goods are not faulty a 30% restocking fee will apply.
Any of our Mirror or Stainless Steel products returned with the protective film removed from the face of the item will be subject to a 30% restocking fee.

Refunds and Credit Notes

Your return will be processed within 7 working days of receipt, whereupon we will contact you directly regarding the issue of either a refund or a credit note.

Please allow a further 3-5 working days for the refund to appear in your account.

If any returned goods are not faulty a 30% restocking fee will apply.

(Please note that the refund is issued to the card used for the original purchase). A refund fee will be deducted by PayPal 

Exchanges

If you are exchanging an item and there is a difference in cost such cost will be either charged/refunded to your original payment card along with postage & packing costs, as appropriate.

(Please do not send cheques as these cannot be accepted)

Items damaged in transit:

 If your item has unfortunately been damage in transit, we ask that you return it to us and we will send out a replacement immediately.

Please return any such item with a copy of your proof of purchase to Direct Lines address as above.

We  strongly advise that all returns are sent via a method of recorded delivery in order to ensure safe receipt. We cannot be held responsible for any undelivered items.

Please note that you will be reimbursed for the cost of returning the item, this will be issued back to your original method of payment

Have you received the item I returned?

Please allow us up to 7 working days to process your return.

We will contact you via email when your return is being processed, meanwhile if you sent it via recorded delivery please refer the carrier with the reference number they provided you.

I have not received my refund?

Please allow 3-5 working days for your account to be credited starting from the date that we have contacted you regarding the return.

(Please note that the refund is issued to the card used for the original purchase).

What if I have received my order but an item is out of stock?

If an item is out of stock we will notify via email where possible and unless you request your payment to be returned we will hold your payment until the item is next in stock. We will endeavour to keep you informed regularly regarding expected stock delivery date.

If you wish to cancel the item but it has already been despatched, you will have to return it following our usual returns procedure in order to receive a refund.

My letters vary slightly in size.

Because these letters are hand carved they can vary slightly in size ( this only adds to their unique appeal). Therefore please note the dimensions given are approximate.

What if I have received my order but an item is incorrect or missing?

If there is an item missing from your order, please ensure firstly that the item is not marked 'to follow' on your packing note and if it is not please contact us through our customer services.

If you have regrettably received an incorrect item then return it to us and we will send you out the correct item.

Please return the item with a copy of your proof of purchase  and covering letter to:

Word of Design Limited
62, Elton Parade
Darlington
County Durham
DL3 8PQ

Word Of Design Ltd  strongly advise that all returns are sent via a method of recorded delivery in order to ensure safe receipt. We cannot be held responsible for any undelivered items.

(Please note you will be reimbursed for the cost of returning the item, this will be credited to the card used for the original purchase)

I have a product query.

If you have a query on a product, or would like further advice our team of in-house advisors are here to help.

If you have any other questions please phone our customer services on 01325 257837 or email info@wordofdesign.co.uk

How much will it cost for Post and Packing?

For our delivery charges click here.

Word of Design T/A Direct-lines.com Company Reg No 6015281