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FAQs


Welcome to Wuggle's FAQ.

Have no fear, help is near! - We have tried to think of everything you might like to know about ordering from us. However, if we have missed anything out, please do not hesitate to e-mail our customer services team at support@wuggle.co.uk or call us on 0161 980 0350.

E-mail: support@wuggle.co.uk

Phone: 0161 980 0350

What do you need help with?

FAQ


What size should I order?
You can view our size guide for each garment type by clicking here (size guide). Please be aware unless otherwise stated all sizes we provide are 'to fit' in inches. They are not indicative of the actual size of the garment as some styles are designed to be worn loose / baggy and others are designed to be worn fitted. Sizes are provided by our manufacturers and approximate for guidance only.

Where is my order?
1st Class Royal Mail usually takes 1-2 working days from the date of dispatch, although on some occasions, may take up to 5 working days. For our delivery information and shipping schedule please visit here. If you were not present at your address when the Royal Mail attempted a delivery, a 'while you were out' will have been left enabling you to collect your parcel from your local delivery office. The card will include details on how to collect your parcel or re-arrange delivery. If you have not been left a card, please get in touch and we can investigate where your order is. The most common factors that delay post are usually the busier periods such as the Christmas weeks or any adverse weather conditions. If your order is being shipped to a European or international destination, please note they can sometimes take up to 10 working days to arrive.

What are the washing instructions and garment care?
We recommend washing your items inside out on a 30 degree wash and then hang to dry. Do not tumble dry or iron over the printed areas as this will ruin your purchase. Please check the garment label for further washing instructions.

I have just placed an order but I would like to change something!
We do process and print orders extremely quickly. However, if your order has not been printed then we can of course change your order. Please contact us as soon as possible on 0161 980 0350. You can also email us at support@wuggle.co.uk

There is a spelling mistake on my order!
We are very sorry your order is incorrect or faulty. If we have made a mistake or your order is faulty, we will send you a replacement or refund your order. If you have made a mistake, a reprinting and redelivery fee will be applicable. Please advise us of your issue by e-mailing support@wuggle.co.uk. For further details please see the returns form which will have been sent with your order.

Where can I view examples of the text colours you offer such as sparkle / glitter?
You can view examples of all the text colours we offer including any special colours such as the sparkles, glitters, glow in the dark & neon colours by clicking the text examples link when choosing your text colour on the product page.

Can I choose the font type you print my custom garment?
We offer a selection of fonts to choose from at Wuggle®. However, we can print most standard fonts. You can view the styles of various fonts and further information on how to choose your them by clicking the text examples link when selecting your font on the product page.

Delivery


How long does delivery take?
For our delivery information and shipping schedule please visit here. We aim to dispatch all items within 1-2 working days. All orders within the UK are sent using 1st class Royal Mail unless you have selected a different delivery option. Items going overseas will be sent via the international signed for service and take considerably longer; and can sometimes take up to 10 working days from the time of dispatch, this normally depends on the destination.

How much will delivery cost?
For UK customers there is a flat rate charge per order of £2.99, unless you have upgraded your delivery option. For our delivery information and shipping costs please visit here.

Do I need to sign for my package?
If you have selected either the recorded delivery option or express special delivery option your order will need to be signed for. The special express delivery option will need to be signed for before 1pm. Please make sure you are available to sign for your order. If you are not present at the time of delivery, the Royal Mail will leave a 'While you were out' card. Please follow the instructions on this card to collect your parcel from your local delivery office.

Can you deliver in an agreed hiding place?
No – we do not use our own couriers so any extra information like this can not be passed on.

Providing the correct address
It is your responsibility to provide us with the correct delivery address. If an incorrect address is provided your order may eventually be returned to us, however, this normally can takes a few weeks. If you do not wish to wait for the possible arrival of your goods being returned to Wuggle® we are not obliged to resend the item at our expense and a reprinting and recorded delivery fee will be applicable.  If you have entered the wrong details, please contact us as soon as possible.

Ordering


How do I order?
You can order by browsing the website and adding item(s) to your basket, selecting which sizes, colours and garments & designs you would like then proceeding through the checkout. If you need any assistance please contact us.

How can I pay for my order?
You can either pay by credit / debit card or Paypal when ordering via the website. All credit / debit cards are processed by our secure payment provider Sagepay. We accept all major debit and credit cards including American Express.

When will my card be charged?
When you have finished adding item(s) to your basket and completed the final checkout, you will be sent to our secure payment provider Sagepay who will immediately contact your bank / card issuer for authorisation to take payment from your account. If the payment is authorised by your bank / card issuer you will receive an e-mail confirming your order.

Can I just order over the phone?
If that is more convenient for you, of course! You can place an order between 10-12 midday and 1pm-3:30pm on 0161 980 0350. One of our team will be happy to help!

My payment has failed!
Please make sure that all your details are correct. The smallest spelling mistake could mean that your card declines. You will also need to make sure that the billing address is the address your card is registered at.

Will you pass my details onto anyone else?
Never! Once you have purchased something from us, our system will remember your address, phone number and email address but we will never pass these details onto a 3rd party.

Can I collect my item from your offices / warehouse?
No, unfortunately orders cannot be collected from our warehouse / offices.

I need to change / amend my order!
We do process and print orders extremely quickly. However, if your order has not been printed then we can of course change your order. Please contact us as soon as possible on 0161 980 0350. You can also email us at support@wuggle.co.uk

Discounts?
If you are making a large order, get in touch with us as we may be able to give you a discount – these things are always worth checking out!

Do you offer other garments & accessories not listed on the website?
Yes, we are constantly increasing and improving our product range. The choice of garments and accessories available on the website is only a small selection of what it actually available. If you require a specific garment or accessory not listed on the site or an individual size or colour not listed, please contact our support team who will do their best to help.

Where can I view examples of the text colours you offer such as sparkle / glitter?
You can view examples of all the text colours we offer including any special colours such as the sparkles, glitters, glow in the dark & neon colours by clicking the text examples link when choosing your text colour on the product page.

Can I choose the font type you print my custom garment?
We offer a selection of fonts to choose from at Wuggle®. However, we can print most standard fonts. You can view the styles of various fonts and further information on how to choose your them by clicking the text examples link when selecting your font on the product page.

Returns


What is your returns policy?

Wuggle's Fair Returns Policy

We hope you are as happy and wuggled up as possible with your order, however should your order not be satisfactory the first step is to read our returns policy below and contact our customer support team and we will do our upmost to put a smile back on your face. You can contact us by e-mail at support@wuggle.co.uk or you can telephone on 0161 980 0350. Our returns policy is below:

Many of the items we produce at Wuggle® are custom made goods specifically to suit our customers requirements, therefore, unfortunately once customised our products cannot be returned to the shelf and re-sold and would simply land in Wuggle's® charity box.

To help prevent you from ordering incorrectly, we have provided extensive guides for sizing, colours, fonts and garments including product images at Wuggle®. Garments, colours and sizes on the site are provided by our manufacturers. Please be aware unless otherwise stated all sizes we provide are 'to fit' in inches. They are not indicative of the actual size of the garment as some styles are designed to be worn loose/baggy and others are designed to be worn fitted. Sizes are approximate and for guidance only.

We do understand mistakes are made. So here's our assurance:

- If we make a mistake or your order is faulty, we will send you a replacement or refund your order.

- If you make a mistake (such as ordering the wrong size or a spelling mistake), a reprinting and redelivery fee will be applicable. Please advise us of your issue by e-mailing support@wuggle.co.uk.

Under the distance selling regulations we are permitted to exclude custom / bespoke items from our returns policy for exchange or refund.

- You must return your item(s) within 30 days of despatch. We extend this returns date on orders placed from 1st November. These orders can be returned within 30 days from the 25th December. This way you can shop early for Christmas.

- We will not accept any items back that have obviously been worn and/or smell of body odour, tobacco, perfume or aftershave or have been marked / damaged or been washed prior to a return.

- Delivery charges and return costs are non-refundable unless the item is faulty.

- We do not refund or exchange orders that arrive late or have missed an event due to delays with couriers or the postal service, as once orders are despatched, these delays are beyond our control. However, we advise you to request an upgrade to a special delivery / recorded service should your order be required urgently.

- Any item(s) returned for a refund will be processed within 7 working days of receiving the returned order. Refunds will be credited to the card or Paypal account you originally made payment on and this can take an additional 3-4 working days to process. We will notify you via e-mail once your refund has been completed.

 Tips To Help Prevent Mistakes When Ordering.

1) When ordering please use the garment, colour, sizing, font and all the other guides and information we have provided to ensure you select the correct options to suit your needs.

2) When your order has been placed, please check the order e-mail confirmation immediately to ensure the details for your order are correct.

3) Order as soon as possible if your order is required urgently for a specific date / event. We cannot guarantee arrival on time and this is not a valid reason for return due to potential delivery delays and circumstances beyond our control.

Lastly, please remember we want you to be as happy and wuggled up with your order as possible and are here to help should you ever need advice!

What is your returns address?

1) Please make sure you have read the above returns policy to make sure you are eligible for a return.

2) Fill out the relevant sections of the returns form which has been sent with your order. (We will not accept returns without a returns form)

3) Package up the item(s) you wish to return carefully and include your returns form.

Post to:

Wuggle Returns Department

First Floor Offices

234 Stockport Road

Stockport Road

Timperley

Altrincham

WA15 7UN


*Delivery charges and return costs are non-refundable unless an item is faulty.