Frequently asked questions

Check out our FAQ page for a quick answer. Choose from the options below.


Have a question about the Delivery of an order?

Delivery Options

Choose our standard home delivery before 4pm and your order will be delivered to your chosen address within 4 working days between 8am – 8pm Monday to Friday, excluding public holidays.

Once you have received your despatch email, you can track your order by clicking here. Alternatively you can track through the link in your dispatch e-mail or through the order details section of your wilko account.

Before your delivery you will be contacted by our selected courier to advise of delivery date and times. You will continue to be updated by the courier throughout the delivery of your item(s).

Please note: some of our selected couriers may deliver items on a Saturday, but this is not guaranteed. We are unable to specify courier selection based on this.

Choose our fastest delivery option, your order will be delivered to your chosen address the next working day between 8am - 6pm when ordered Monday to Friday, excluding public holidays. Orders must be placed before 4pm to qualify for next day delivery.

Once you have received your despatch email, you can track your order by clicking here. Alternatively track through the link in your dispatch e-mail or through the order details section of your wilko account.

Before your delivery you will be contacted by our selected courier to advise of delivery date and times. You will continue to be updated by the courier throughout the delivery of your item(s).

Please note: some of our selected couriers may deliver items on a Saturday, but this is not guaranteed. We are unable to specify courier selection based on this.

Choose Order & Collect for delivery to your local store:

  • Free on orders £30 and over.
  • £2 on orders under £30.
  • Your order will be delivered to your chosen store within 4 working days, excluding Sundays and public holidays.
  • If you order after 4pm your order will be delivered to your chosen store within 5 working days.
  • You will be notified via e-mail and SMS (if you have provided us a mobile number) once your delivery is ready to collect.

Alternatively, once you have received your despatch email, you can track your order by clicking here. Please note: not all our items are available for order & collect. These restrictions are due to, but not exclusively, size, shape, weight and availability. Please refer to home delivery only FAQ. Your order will be held in store for 14 days from the items arrival in store.

Some of our products are heavy and require two-person deliveries:

  • Order before 4pm and your order will be delivered to your chosen address within 4 working days between 8am - 8pm, Monday to Friday, excluding public holidays.
  • Order after 4pm and your order will be delivered to your chosen address within 5 working days between 8am - 8pm, Monday to Friday, excluding public holidays.

Once you have received your despatch email, you can track your order by clicking here. Alternatively track through the link in your dispatch e-mail or through the order details section of your wilko account.

Before your delivery you will be contacted by our selected courier to advise of delivery date and times. You will continue to be updated by the courier throughout the delivery of your item(s).

Some of our products are delivered directly from our supplier; therefore your delivery time will be highlighted at the time of adding to your basket. Your order will be delivered to your chosen address between 8am-8pm Monday to Friday, excluding public holidays.

Please be aware that many of our suppliers use their own couriers so you may not be able to track your order online. If your delivery is out of the delivery timescale, then please contact customer services team.

Before your delivery you will be contacted by our selected courier to advise of delivery date and times. You will continue to be updated by the courier throughout the delivery of your item(s).

For products that are heavy and require a two-person delivery directly from our supplier the delivery time will be highlighted at the time of adding to your basket. Your order will be delivered to your chosen address between 8am-6pm Monday to Friday, excluding public holidays.

Please be aware that many of our suppliers use their own couriers so you may not be able to track your order online. If your delivery is out of the delivery timescale, then please contact customer services team.

Before your delivery you will be contacted by our selected courier to advise of delivery date and times. You will continue to be updated by the courier throughout the delivery of your item(s).

If you choose to order several sizable products or a large quantity of products from us (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 because 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. Payment of the additional delivery charge will not be taken until you authorise it.

Please note: if you are ordering a single pierce of large or heavy items such as garden furniture please refer to the online exclusive deliveries – heavy / large FAQ.

If your basket or order contains some items that are Online Exclusives then the order may be split between multiple suppliers. Our website will always show you the longest timescale for delivery so some items may arrive sooner. Please check the individual items pages for their specific delivery timescales. Your order will be delivered to your chosen address between 8am-8pm Monday - Friday, excluding public holidays. We will get your products to you as soon as we can, therefore they may not arrive at the same time.

Please be aware that many of our suppliers use their own couriers so you may not be able to track these parts of your order online. If your delivery is out of the delivery timescale, then please contact customer services team.

You will be contacted by our or the suppliers courier services for each part of your order.

General Delivery Questions

Your order can be delivered to a delivery address within England, Scotland, Wales, Northern Ireland or the Isle of Man. We are sorry but we are unable to ship to some locations. Click here to find out more.

If you have an order placed with us that has yet to arrive then you can amend your delivery via the courier service site. You may need to await contact from our selected courier service to make amendments.

  • Change my delivery date
  • Provide a leave safe location (in porch, by the back door etc)
  • Add delivery instructions

If you require any assistance with the couriers own service, then please contact them directly. Any order specific enquires please contact our customer service team. Please note: certain restrictions may apply dependant on the couriers own requirements. Please contact the courier directly if you have any questions about their services.

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 chosen delivery address, please let us know when you place your order.

Your order may not arrive in one delivery. Do not worry if you only receive part of your order. The rest will follow within the timescales provided. You will be contacted by our (or the suppliers) courier services for each part of your order.

Please note: If your order does require a larger order we are unable to deliver these orders to our stores. If you have selected a store for delivery we will be happy to re-direct the order to your home address.

Have you tracked your order online? You can track the progress of your order here.

Our courier’s and our supplier couriers provide a leave safe delivery and leave a delivery note to advise where your order has been left, your delivery may have been left safe at your specified address or with a neighbour. If the order has still not arrived, please contact our customer service team.

Alternatively if your order is headed to one of our stores, you will receive a confirmation e-mail that your order is ready to collect. If not one of our store team may have attempted to contact, you. Please check for this e-mail and if you have not received it contact the store directly to see if the item has arrived. Please check our store locator for contact details of your local store click here.

How do I?

Relating to an Order

Did you know that you can track your order online by clicking here. Alternatively, you can track your order through the link in your dispatch e-mail or through the order details section of your wilko account.

If your order is being delivered direct from the supplier, many of our suppliers use their own couriers so you may not be able to track your order online. If your delivery is out of the delivery timescale, then please contact our customer services team.

Provided we have the correct contact details for you our selected courier will attempt to contact you via e-mail, SMS or phone (dependant on courier) to inform you of the time of your delivery.

Once an order has been placed with wilko and you have received your order confirmation, we are unable to amend the order or delivery. However, we will do our best to intervene and cancel the order before it is despatched. You can request an order cancellation by contacting our customer service team.

If we are unable to cancel the order, please refuse delivery.

Don’t worry, we will keep an eye on things and keep you updated throughout the cancellation process.

Once an order has been placed with wilko and you have received your order confirmation, we are unable to amend the order or delivery.

You can cancel this by contacting us and you can then replace the order. Alternatively, you can accept the delivery and then return the unwanted items to your local wilko store for a refund.

Changed your mind? Returning a wilko order is free and easy. If for any reason you are not happy with your order, we offer a full refund or exchange within 28 days of delivery or collection. Unfortunately, we’re unable to provide a refund or exchange without a valid proof of purchase. All lottery products, gift cards and phone cards are excluded.

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.uk or Citizens Advice Bureau www.citizensadvice.org.uk

Please be aware that we are not currently part of any online or alternative dispute resolution schemes but for your information here is a link to the EU Online Dispute Resolution platform: http://ec.europa.eu/consumers/odr/

Nothing in these T’s & C's excludes or limits your legal rights (also referred to as your statutory rights).

If you have received a damaged item, we offer a full refund or exchange within 28 days of delivery or store collection. We may ask you to supply images of the damage which can be e-mailed to our customer service team at enquiries@wilko.com.

Items purchased in store must be returned to any wilko store, along with your proof of purchase.

If you have placed your order online to be delivered, we can collect this Monday to Friday between the hours of 8am-6pm. You must give us 48 hours in advance to book in your collection. You can request this by contacting our friendly customer service team.

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

Nothing in these T&C's excludes or limits your legal rights (also referred to as your statutory rights).

The order confirmation you receive upon completing your order contains all the information needed for a vat receipt. We no longer issue a separate vat receipt for orders placed via the website. If you need your order confirmation re-sending, please contact our customer services team.

Relating to a Store

You can use the Wilko Store locator to locate your nearest store. We are always looking for ways to bring a wilko stores closer to our customers If we have not managed to set up a store near you yet, why not try our online delivery service.

Using the website

If you have registered an account with wilko, there are plenty of ways to personalise your account and keep track of your activity Your account will allow you to:

  • View a full list of your past orders
  • Buy it again from a previous order
  • Save card details and amend existing saved cards
  • You can save and view items from your saved for later list
  • Amend your title, address book or email address
  • Request a password reset
  • Opt in or out of our marketing
  • Deactivate your account

If you are unable to use any of the above privileges, please contact our customer services team.

Dealing with Wilko

We hope that you are pleased with the service you have received while shopping with wilko and with the goods which you’ve purchased. If for any reason you are not 100% satisfied, and you would like to discuss this with us please contact us as soon as possible via one of the following options:

In store:
Please ask to speak to a manager

Telephone:
08000 329 329

Email:
enquiries@wilko.com

Write to us at:
Wilko, JK house, Roebuck way, Worksop, Nottinghamshire, S80 3eg

Once an order has been placed with wilko and you have received your order confirmation, we are unable to amend the order or delivery.

You can cancel this by contacting us and you can then replace the order. Alternatively, you can accept the delivery and then return the unwanted items to your local wilko store for a refund.

For amending your order details such as date or adding delivery instructions please refer to the Can I amend my delivery section.

If you want to add or remove products from your order, unfortunately we are unable to do this. Please contact us and we will attempt to cancel the original order allowing you to complete a new order. Alternatively, you can accept the delivery and then return the unwanted items to your local wilko store for a refund.

If you have received a faulty item, please return your item within 28 days of purchase. If your item has a guarantee, then you can return these items within the guarantee period, a proof of purchase is still required.

If you purchased the item in-store, then please return your items to any wilko store along with your proof of purchase and the store will gladly refund or exchange the item for you.

If you have placed your order online, you are able to return these items to store if desired, please take your order confirmation as proof of purchase. Alternatively, we can collect items from you Monday to Friday between the hours of 8am-6pm. You must give us 48 hours in advance to book in your collection. You can request this by contacting our friendly customer service team.

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

Nothing in these T&C's excludes or limits your legal rights (also referred to as your statutory rights).

General

General Wilko Enquiries

Unfortunately we are unable to accept a return or exchange without a valid proof of purchase either in store or via our customer service team.

What is a proof of purchase?
Proof of purchase is any documentation detailing what and when you ordered and how you paid which provides confirmation of your purchase. These items include:

  • 1. In store receipt
  • 2. Delivery note
  • 3. Order confirmation email

In-store purchases
Wilko are unable to replace or refund any items purchased in store without a valid proof of purchase. If you have the proof of purchase to hand, you have 28 days from the purchase date to return this for a refund or exchange.

Online purchases
You can return an online order, if you have a valid proof of purchase. You have 28 days from the date of delivery or store collection to do so.

We have three ways that you can purchase from us, in a wilko store, online at wilko.com or over the phone by calling our customer services team. Each has different payment types that we accept:

  • In store: cash, card (visa, maestro, Mastercard, American express, visa electron, delta), Flexecash card, love2shop voucher, wilko saver card, wilko gift card.
  • Online: Mastercard, visa, delta, maestro, electron or American express cards or with your PayPal account.
  • Over the phone: Mastercard, visa, delta, maestro, electron or American express cards.

Visit our charity page for a more detailed overview of the charities we are supporting this year by clicking here.

Do you have a question not covered by the charity page? Drop the team an email with your query.

Email: charity@wilko.com

Store

Unfortunately, due to high demand for our products, we are unable to check product availability in specific stores online or over the phone. Additionally, it is not possible to reserve items in-store and we are unable to guarantee that a product will be available in store.

To avoid disappointment, you could try our great Order & Collect service, if the item is available online, place an order and select your local store within the order and collect store selection. Please view our order & collect FAQ.

If the item you are looking for is out of stock online, please use the “email me when back in stock” button underneath the product description. You will be e-mailed when the item is back available online.

Our store will contact you once your order is ready to collect. You have 14 days from the items arrival in store to collect your order.

If the order is not collected within this time, then we will arrange the refund for you.

If you know you will be unable to collect your items within the 14 days and do want to collect the items, please contact the store to let them know. Please check our store locator for contact details of your local store click here.

Website

An Add on Item is one of our lower cost items or items that are more cost effect to include in a larger order. These items are set as Add ons to enable us to continue to supply them online rather than removing them from our websites. Add-on items can only be purchased when a basket value exceeds £20.00.

We made the decision to move the items to add on items to ensure some of the lower value wilko products that our customers know and love are still available to be purchased online, they do now have to be contained within a £20.00 order.

Some of our items are only available for home delivery. These items are restricted to home delivery either because they are an online exclusive item that is coming from one of our suppliers directly. Or there is a restriction preventing us from being able to deliver these items to store (large or heavy items).

If you do order an item to a store using our home delivery options, you will still be charged.

 

Can’t find the answer you’re looking for?

We are always happy to hear from our customers. If you do need to contact us, please contact one of our friendly team at customer services.

If you need to speak to a particular wilko store, then please use our store locator which will give you all the detail for the store you want to contact plus other stores in the local area.