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Help & information guide

We hope that you find the Wilko.com service both easy to use, and easy to navigate. If you think that we can improve our website then contact us by completing our feedback form. If you require help in a specific section then please have a look at our help guides below.

Terms & Conditions


Use the navigation below to browse our terms & conditions.




Terms & Conditions

No-one likes small print (we don't!) so we've tried to make these Ts&Cs as user friendly and clear as possible. These Ts&Cs will apply to any contract between us for the sale of products to you online or by the telephone. Please read these carefully and make sure you understand them, before ordering any products from our site.


By reading on, we hope that you will find all the information you need to understand the process on our website or if you chose to make an order by telephone, from ordering right through to how we get the products you've ordered delivered to you.


From time to time, we may need to change these Ts&Cs, so please check for the most up to date version every time you visit our website. You may find it useful to print a copy or save them to your computer for future reference.


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Ways to buy and our contract with you

Purchases made online


We hope you enjoy browsing our website and selecting your products.


When you have finished placing products in your Basket, you will have the opportunity to check your order. Don't worry if the Basket isn't correct, you can change the contents of the Basket at any time before pressing "place your order" on the last order page.


Once you have been through the online checkout and placed your order by pressing the "place your order" button, you will be shown an Order Number along with a list of the products that you have ordered. Shortly after, you will receive the first email from us headed "Thank you for your Order" to confirm that we have received your order. We will then send you a second email headed "Your Order has been Shipped" and it's at this point our contract begins with you. This email will tell you how your order will be delivered to you. If there are any problems with your order, we'll contact you and let you know.


Provided that your payment has been successful and there are no problems with your order, you will own the products you order at the point they are delivered to your delivery address or if you have selected the "delivery to store" option, at the point you collect them.


Purchases made over the telephone


If you prefer, you have the option of phoning us on 08456 08 08 07 and one of our Customer Service team would be pleased to place your order for you. If it is the first time you have placed an order with us, we will ask you for your name, address, contact number and email address details (if applicable). When we have taken the details of the products you wish to purchase, we will explain the relevant delivery options available and how much each one costs. After taking payment, we will give you an order number (which will also be emailed to you if your email address is registered with us).


If you are collecting your item from store, you will be asked to take your order number with you to collect the order.


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Whoops

We try to get things right all of the time but very rarely we may make a mistake by publishing inaccurate information on our site (e.g. the price, description or availability of a product you have ordered). If we do, we will hold our hands up and tell you that we've made a mistake. We may have to cancel your order at any time up to the point we send you the products, even if you have received a 'Thank you for your Order' email from us.


If we discover an error in the price of the products you have ordered we will contact you to give you the option of continuing to purchase the product at the correct price or cancelling your order. We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will cancel the order and notify you in writing.


If we cancel your order, we'll make sure that you receive a full refund including any delivery charges.


Sometimes things happen which are outside of our control such as adverse weather or an incident involving one of our delivery vehicles which may mean we are unable to deliver, or are delayed from delivering any product you have ordered from us. If this happens then:


  1. We will contact you as soon as possible to tell you, delivery times may need to change.
  2. When the event causing the problem is over, we will arrange a new delivery date with you and if necessary refund any delivery charges (for example, where you have paid for next day delivery).

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How to pay and our prices

To make payment as easy as possible, we accept many methods of payment. You can pay online or by phone with Mastercard, Visa, Delta, Maestro and Electron cards as well as through your PayPal account if you have one. Unfortunately, we don't accept American Express or Diners Club cards. For orders you make online or by calling us, we will take payment at the point of your order.


We are sorry but we are unable to accept cheques as a method of payment.


As we are based in the UK, all our prices are in UK pounds and include VAT at the appropriate rate. The price of a product does not include delivery charges. To check the relevant delivery charge, please go to our Delivery Charges page. Before you confirm your order, the Shopping Basket will show you the total amount you will be charged for your order including any delivery charges (if any) depending on the delivery method you have selected.


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Our Delivery Terms

We will do our very best to get your items to you as soon as possible. However, some of our products are sourced directly from the supplier, so they may take a little longer to be delivered. Please see products for exceptions.


Standard deliveries are subject to a charge of £3.50 per transaction, not product.
We will do our very best to deliver these direct to your door within the time frame specified. Delivery to a room of your choice is not available on our standard delivery option.


Heavy items marked with a Big Item logo are subject to a charge of £9.95 per transaction, not per product.
If you choose to order sizable products or a large number of products from us (what we would call bulk orders) we reserve the right to increase the delivery charge. We will ensure this increase is reasonable and reflects the additional delivery costs that we incur as a result of your order. We will contact you in advance of your order being despatched to notify you of this increased delivery charge and you will be entitled to cancel your order at this point.


Unless the products you are ordering are marked home delivery only, our delivery partners will contact you to arrange a convenient delivery time/day. They will also confirm the approximate timeframe in which delivery will be made by phone or by text on the delivery day itself. Delivery of these products can be made to any ground floor room of your choice on the provision that the delivery driver does not feel there are any health and safety issues or risk of damage to your property.


If the items are marked home delivery only, we will indicate how many working days the delivery will take. As these items are supplier direct, you will not be able to specify morning, afternoon or Saturday delivery slots, and calls/texts to confirm a 2-hour delivery window and delivery to specified rooms are not available. The supplier will deliver your order direct to your door (some exceptions apply these are clearly marked in the guide).


If nobody is at home when the driver calls, we will try to leave your item with a neighbour or in a safe place. Our delivery partner will leave you a card to advise you of this or, if delivery has not been possible, details on how to rearrange your delivery. If we are likely to encounter problems in delivering to your house, please let us know when you place your order. If, for any reason, we are unable to fulfil your order, we will contact you as soon as possible. Where we fail to deliver or delivery is delayed, we will not be liable for any losses that are not reasonable or proportionate. We will not be liable for any trade or business losses. We can deliver to the following areas at an additional cost: Isle of Wight, Isle of Man, Scottish Highlands and Islands, Grampians and Northern Ireland. Please contact us on 08456 08 08 07 to agree a cost and suitable delivery time. Please note that we do not deliver to BFPO's, Channel Islands, Shetland Islands, Europe or worldwide.


Our delivery partners will deliver to the front door regardless what floor you live on if in a block of flats, however Health & Safety regulations will over rule this as it is deemed un-safe for the driver to carry items when a lift is not available or out of service. In addition to this if the customer lives in a block of flats that require access via an intercom system and the customer is not available a calling card will be left at the address but the driver may not leave the physical parcel due to possible security risk.


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Changed your mind or no longer need the products?

Don't worry! If you've changed your mind or no longer need the products you have ordered, by law, you have the right to cancel an order placed on our website or by phone at any time before your order is delivered to you and within a further 7 working days after the day of delivery. If you wish to cancel please contact us directly and we will arrange this for you.


You will receive a full refund of the price you paid for the products and any applicable delivery charges. We will process the refund due to you as soon as we can and, in any case, within 30 days of the day on which you contacted us to cancel.


If the products were delivered to you, you must return them to us as soon as it's reasonably possible for you to do so. For store collection orders, we would request that you return your order back to store for a refund. For home delivery orders, or if you are unable to return your purchase back to store, we'll arrange with our delivery partner to collect the products from you. Once your item has been picked up and our delivery partner lets us know they have them, we will action your refund back to the card you used to make that purchase. If you ordered and paid for the product in store, you can claim your refund by taking your receipt and delivery note to any of our stores. If your order is damaged or faulty, we will refund the delivery charge too. Refunds take 5-7 working days to be credited to your payment card or PayPal account, depending on your card provider.

If you're returning the products, all that we ask is that you take reasonable care of them while they are in your possession.


If you would like more information on your legal rights, contact your local Trading Standards Office (www.tradingstandards.gov.uk), Citizens Advice Bureau (www.citizensadvice.org.uk) or www.consumerdirect.gov.uk.


Nothing in these Ts&C's excludes or limits your legal rights (also referred to as your statutory rights).


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Buy me, Love me, Keep me, (or bring me back!)

We want you to be happy with the products that you purchase from us so in addition to your legal rights to return your purchase to us within 7 working days, if you're not completely satisfied with your purchase please contact us and we'll gladly exchange it or refund you. That's a Wilko promise.


For store collection orders, we would request that you return your order back to store for a refund. For home delivery orders, or if you are unable to return your purchase back to store, we'll arrange with our delivery partner to collect the products from you. Prior to collection, we would ask that you ensure your purchase is repackaged in a suitable manner, ideally using the original delivery packaging. Once your item has been picked up and our delivery partner lets us know they have them, we will action your refund back to the card you used to make that purchase. If you ordered and paid for the product in store, you can claim your refund by taking your receipt and delivery note to any of our stores. Refunds take 5-7 working days to be credited to your payment card or PayPal account, depending on your card provider.


Please remember that our products are for use in and around the home by consumers and are not generally intended for commercial use or resale.If you plan on using our products for business purposes, please ensure you have appropriate insurance in place as we won't accept any liability for the products not being fit for business use or for any loss over and above the cost of the products.


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My product is faulty or doesn't do what it's supposed to do

We're sorry about that! We know how annoying it can be when a product has or develops a fault and doesn’t live up to our usual high standards or that it doesn’t do what it should. If either of these are the case, you should contact us following delivery or on you spotting the fault or problem. We will always try our best to help and make the process as pain free as possible.


When we receive a product you return because you believe it may be faulty, we will look at the product(s) and, if they are faulty or do not do what we say in writing that they will do (or, if relevant, do not do what the manufacturer's guarantee said they would do), we will sort the fault (occasionally through a third party) or replace or refund the faulty products.

As you would expect, we can't refund, repair or exchange your products where the fault has been caused by an accident, neglect, misuse, normal wear and tear or where the products have not been assembled properly.


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Returning Products

When returning products, for whatever reason, please ensure where possible that before you take them back to store, or they are collected, your purchase is repackaged in a suitable way, ideally using the original packaging it was delivered in. If your purchase is not repackaged correctly (for example, because it's not safe or parts could fall out and go missing), our delivery partner may refuse to collect it.


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How will the products I've ordered be delivered?

We've put all the details on our Deliveries page giving you the price and timetable for delivery as well as other information you will need to know. Please click here for more details.


We will aim to deliver your order by the estimated delivery date set out in a dispatch email, unless there is an event outside our control. If we are unable to meet the estimated delivery date because of an event outside our control, we will contact you with a revised estimated delivery date.


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I've got a Voucher Code, how do I use it?

Voucher codes are specific codes that can give you discounts, money off or free delivery when you buy products from us. They are also known as promotional discount codes, offer codes and discount codes.
To receive the discount stated on the voucher code you must enter the correct code into the promotional code box before you checkout and confirm your order. You can find the Voucher Code box on the payment details page when you checkout your Shopping Basket.


You can use only one Voucher Code per transaction and that Voucher Code can be used only once per customer. You can't use Voucher Codes with a gift voucher or gift card.


Voucher Codes that offer a discount when you spend a certain amount on products apply only to products bought in a single transaction and exclude delivery charges.


We reserve the right to remove and alter the terms of our voucher codes at any time and without notice. If you have any queries regarding Wilko.com or our voucher codes please contact us on 0845 6080807.


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Age Restrictions

You may only purchase products from our site if you are at least 18 years old.


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Recycling of products and waste batteries

We are trying to do our bit for the environment and reduce the amount of electrical waste sent to landfill. We have joined a Government approved scheme that provides facilities at local household recycling sites to allow customers to dispose of their unwanted electrical products free of charge. You can find your nearest site by visiting www.recycle-more.co.uk and selecting the bank locator page, or by calling our customer care line on 08000 32 93 29.


We also now provide an in-store collection facility for used domestic batteries. Just bring them to store and place them in the containers provided — we'll do the rest!


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Your privacy

We are committed to protecting your privacy at all times during your shopping experience. When you register as a shopper with us, we'll need to take some details from you and we may need to share it with our payment authorisation partner and our delivery partners, to make sure that your Shopping Basket is processed and delivered to you as efficiently as possible. For more details on how we use your information, please see our Privacy Policy and Cookies Policy..


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The small print — Sorry, we do have to tell you some information by law!

This site is owned by Wilkinson Hardware Stores Ltd (Company Number 365335). Registered in England and Wales. Registered Office:

JK House
PO Box 20
Roebuck Way
Manton Wood
Worksop
Notts
S80 3YY

("Wilkinson", "Wilkinsonplus", "Wilko.com", "we", "our" or "us"). Our VAT number is 125596651.


To contact us, please see our Contact Us page.


Nothing in these terms and conditions shall limit or exclude our liability to you for things which we cannot, by law, limit or exclude. In particular, nothing in these Ts&Cs means that our liability to you for death or personal injury resulting from our negligence or that of our employees, agents or subcontractors is limited.
You do not have permission to reproduce, modify, copy or distribute our content for commercial purposes without written permission from us. No licence is granted to use any of our trademarks.


All images are to the best of our knowledge a fair reflection, but we cannot guarantee the appearance and/or colours of products shown exactly replicate the appearance and/or colours of the physical products. All sizes and measurements given are approximate, but we try to make them as accurate as possible. All stock is subject to availability. We will inform you by email as soon as possible if the product you have ordered is not available and we will not process your order if made.


This contract is between you and us. No other person shall have any rights to enforce any of its terms.


Each of the paragraphs in these terms operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.


These Ts&Cs are only in the English language.


These terms and conditions, and all transactions relating to this website are governed by English law and are subject to the non-exclusive jurisdiction of the English courts. We do not accept amendments to these terms and conditions.


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Email T&Cs
  1. All products are offered subject to availability and while stocks last. The stated price for each product does not include the cost of delivery, which will be charged in addition (unless otherwise stated). Full delivery details and charges can be found by clicking here. Please note we reserve the right to withdraw or amend the terms of any offer or the price at any time without further notice.
  2. If you are taking advantage of a free delivery offer, please note the standard cost of delivery will be shown in your price basket until you proceed to checkout where it will then be deducted.
  3. Our free delivery offers applies to deliveries within Mainland United Kingdom only.
  4. Please note any transactions will be subject to our standard terms & conditions, full details of which can be viewed here . Our privacy policy which can be viewed here sets out the type of information we may request from you when you use our website and/or subscribe to our services and how we treat and use that information.
  5. The privacy policy supplements (and should be read in addition to) our standard terms and conditions. Please read through our terms and conditions and our privacy policy before accessing our website www.wilko.com. By continuing to browse, use or access the website you confirm that you have read and agreed to be bound by these terms and conditions.
  6. These offers are only valid on www.wilko.com.
  7. Please direct all queries in connection with this email or our website to customer services on 08456 08 08 07 or email on enquiries@wilko.com
  8. The emails have been sent by Wilkinson Hardware Stores Ltd. (Company Number 365335). Registered in England and Wales. Registered Office: JK House, PO Box 20, Roebuck Way, Manton Wood, Worksop, Notts. S80 3YY

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FREE standard delivery on all orders over £80 T&Cs

This promotion is for free delivery to home on single orders over £80, excluding the cost of delivery. This applies to standard and heavy item delivery. If a standard item is purchased, £3.50 will be automatically deducted from the total spend. If a heavy item is purchased, £9.95 will be automatically deducted from the total spend. This promotion does not apply to premium delivery orders. All standard delivery terms apply, please see our delivery options here.


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Free next day delivery to store on all standard orders over £30 (excluding the cost of delivery.)*

Under £30 delivery back to store free within 48hours* These delivery offers exclude Sunday and Public Holidays. All standard delivery terms apply, please see our delivery options here.


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Back 2 School Stationery Competition Terms

Click Here to view full terms and conditions.


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Back 2 College YouTube Competition Terms

Click Here to view full terms and conditions.


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Wilko Sack Full Of Goodies - P&G Competition
  • To enter, simply text the word ‘GOODIES’ to 81222. Standard network rates apply.
  • Closing date for receipt of entries is midnight on 23/12/2013.

Download Ts&Cs


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Wilkos Retreat Text Promotion
  • Win a one night stay at a luxury 5* UK Retreat. The winner can chose which retreat they go to from a list of six UK destinations. The prize covers a one night stay in a 5* room for two people sharing a twin or double plus £375 spending money.

Download Ts&Cs


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40% off selected Kids’ crafting products
  • This promotion is for 40% off selected Kids’ crafting products at wilko.com with code CRAFTY40.
  • Online promotion is valid from Sunday 23rd March, ending 23.59 on Saturday 29th March.
  • This code allows 40% off items from the following category http://www.wilko.com/icat/craft-offer ordered within a single transaction, excluding the cost of delivery.
  • Any additional product offers will be applied after the 40% promotional discount.
  • This code is redeemable for members of Wilkinson Hardware Store Limited staff.
  • This offer is redeemable online only. This offer is not valid through in-store purchases.
  • This offer cannot be used in conjunction with any other promotional code.
  • To redeem online, please visit wilko.com and enter code CRAFTY40 at checkout
  • Promoter: Wilkinson Hardware Stores Limited, JK House, Roebuck Way, Manton Wood, Worksop S80 3YY

Download Ts&Cs


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