1: Can I cancel or amend my order?

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.

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 within 28 days of delivery and we’ll gladly exchange it or refund you. That’s a Wilkinson promise.

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2:- What are my delivery options?

If we receive your order before 2pm, depending on the products you have ordered, we can deliver them as quickly as the following day.

If we receive your order after 2pm, we won’t start processing it until the following working day.

For all delivery options, please see our Delivery Page.

If you are still unsure about when and how your order will be delivered, please give us a call on 08000 329 329 and we will be more than happy to help you.

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3:- Can I use the website to reserve items in my local store?

Sorry! We currently do not have the facility to offer a reservation service for items in store however, if you need your items quickly, why don’t you try our great store delivery service?

If you place an order with us before 2pm and you spend over £30, we will deliver it to your chosen store on the next day for you to pick up after 3pm! Orders under £30 will be in store within 48 hours (excludes Sunday) You’ll need to pay at the time of placing your order.

Please note that items marked as “home delivery only” cannot be delivered to store.

4:- Where do you deliver?

All of our delivery options are available to Mainland England, Wales and parts of Scotland. We can deliver to the following areas but it may take a little longer than advertised on our delivery pages and there will be an additional cost:

  • Isle of Wight
  • Isle of Man
  • Isle of Scilly
  • Scottish Highlands
  • Grampians
  • Northern Ireland

Please call us on 08000 329 329 so that we can give you the price of delivery and how long we believe it will take to get the items to you.

Unfortunately we do not deliver to British Forces Post Office addresses, the Channel Islands, Europe or worldwide.

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5:- Can I use my gift card to pay for my order?

Sorry, we do not accept gift cards online at the moment – please bear with us – we are working on it! If you would like to place your order in one of our stores, we can accept your gift card as payment for your order there.

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6:- What is your returns policy?

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 within 28 days of delivery and we’ll gladly exchange it or refund. That’s a Wilkinson 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. 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.

As you would expect, there are some exceptions for example, made to measure items, sheds or outside buildings once they are treated and items that have hygiene packaging or seals which have been removed can not be returned.

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7:- What happens if you can’t fulfil my order?

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 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 and we aim to contact you the next working day to do this.

When we contact you, we will give you the option, if possible, for you to wait for the item to come back into stock rather than canceling your order. 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.

8:- Where is my nearest store?

We have 373 stores across the UK so hopefully there is one near to you . Please check out our store locator to find your nearest store and their opening times and contact details.

9:- I cannot log in to my Wilko.com account

Don’t worry, we can all be a bit forgetful sometimes! If you are having problems remembering your password, please click on the ‘forgot my password’ link and an email will be sent to you containing your password. If you have entered an incorrect password 3 times or more, your account will be locked for your security – but don’t worry, if you call us on 08000 329 329 we will unlock this for you and we will even send you a reminder of your current password so you can get back to your shopping!

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10:- I’m still not sure about my query – can you help?

Yes, if there is anything that you feel has not been answered in the above please give us a call on 08000 329 329 and one of our friendly advisors will be more than happy to help, alternatively drop us an email on enquiries@wilko.com and we will get back to you as soon as we can.