Help & Support

If your item was shipped direct from one of our suppliers, follow these steps to return it:

1. Find your 12-digit order number – this is in your confirmation email
2. Contact Customer Services Team to arrange a returns label or courier collection
3. Your refund will be credited back to the original payment method within 5-7 working days of the item being received by the supplier

Please note any unwanted or change of mind wilko kitchen returns will incur a £50 collection charge. Supplier shipped items cannot be returned to a store.

If your item was shipped directly from wilko.com, you can return it within 14 days to The Range stores. Alternatively, follow these steps to return it:

1. Find your 12-digit order number – this is in your confirmation email
2. Contact Customer Services Team to arrange a returns label or courier collection
3. Your refund will be credited back to the original payment method within 5-7 working days of the item being received by us

For orders placed pre 12th October 2023: A message from PwC

If you placed your order on wilko.com prior to October 12th, please note that Jane Steer, Zelf Hussain and Edward Williams of PwC were appointed as Joint Administrators of wilko.com Ltd (the “Company”) on 10 August 2023.

As a result of the Company entering into Administration, if your order was placed online prior to the Joint Administrators’ appointment on 10 August 2023, the Company is unfortunately unable to provide you with any refund.

We recommend that all customers check their purchase protection arrangements associated with their debit / credit card (or similar payment method) to understand whether a refund is available via another source.

In the event that you are unable to secure any refund via your original method of payment, you will have the right to lodge an unsecured claim in the Administration estate of Wilko.com Limited; however, at present, we do not believe there will be a dividend to unsecured creditors of Wilko.com Limited.

You may still contact [email protected],providing your full name and corresponding address, and one of the team will arrange to send you the relevant information via letter in order to submit your claim, but please be aware that you are unlikely to receive any return.If you are contacting us regarding a purchase made after the appointment of Joint Administrators on August 10th and prior to October 12th, then please forward details of your query to [email protected] providing proof of purchase and all necessary details for our consideration.

This will be indicated on your confirmation email or next to the ‘add to basket’ button. Unless this is stated, the item is sold & shipped by wilko.com.

When returning an item, please keep it safe and protected whilst it’s in your possession. For postage, please ensure that the item is packed securely, preferably in the original packaging. If your purchase is not repacked correctly, our delivery partner may refuse collection.

Refunds take between 5-7 days, depending on your card provider. Please take reasonable care of items in your possession, as we cannot take responsibility for faults or damages due to misuse, wear & tear or accidents.

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

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

Pet insurance protects owners from the cost of veterinary treatment for their cat or dog by reimbursing owners for any unexpected vet bills. wilko pet insurance is a neat and fuss-free way to ensure that you are safeguarded against any pet-related hiccups that happen!

wilko pet insurance covers not only your vet bills, but also several unique features such as cash benefits to cover advertising and rewards if you lose your pet, and on-demand 24/7 vetphone consultations to use for health queries, advice on training, and anything else pet-related!

wilko pet insurance covers you and your pet against a wide range of possible issues, including:

• Vet fees for accidents or illnesses (cover up to £4,000, £5,000, or £7,500 depending on which policy you choose)
• Third party liability for dogs up to £1,000,000 per incident
• Loss due to theft or straying
• Death from illness or injury
• Emergency pet care fees
• Advertising and reward fees
• Holiday cancellation fees

Having insurance is an invaluable aspect of pet ownership and, more importantly, is the responsible thing to do if you have animals.

We know that pets are part of the family, a bond which goes deeper than simply owning a pet. We offer a fantastic range of thoughtful policies, with varying vet fee limits depending on your specific needs.

Another incredibly useful bonus to wilko pet insurance is our 24/7 vetphone service, putting you in direct contact with industry pros at any time of day, any day of the year. You can use the 24/7 vetphone to get advice and information from qualified vets at any time, from getting advice in an emergency to smaller questions on diet, behaviour, training, and anything else you can think of – there’s no such thing as a silly question!

The main differences between these two types are the vet fee limits and the effect of renewals. For Maximum Benefit policies, you can claim vet fees up to £4,000 for each new condition your pet suffers from. If you renew your policy each year, you can continue to claim up to the per-condition limit for that health problem. This makes a Maximum Benefit policy ideal as a lower-cost coverage option for urgent situations as well as longer-term conditions. You should be aware, however, that once the amount claimed exceeds the policy limit, that condition will be excluded and it will no longer be covered by your policy.

Our Lifetime policy works on a comprehensive basis instead of a per-condition one, meaning that you can claim back a maximum of £5,000 or £7,500 in vet fees every year, no matter how many conditions your pet has. Your annual limit resets at renewal every year, and conditions will never become ‘pre-existing’. This means that even if your pet is diagnosed with a long-term condition in the first year of your policy, the vet fees for their treatment will be covered for your pet’s lifetime if you renew your policy each year.

There’s only one key difference between a Basic Lifetime and a Premium Lifetime policy, and that is the Annual Limit. With a Basic policy, your Annual Limit is £5,000; this means that your policy will reimburse you (or pay your vet directly, if you prefer) up to £5,000 in vet fees every year, but no more. On the other hand, a Premium policy has an Annual Limit of £7,500, which gives you a little more leeway if, for example, your pet has many conditions requiring expensive treatment.

Unfortunately, pre-existing conditions are excluded from our pet insurance coverage, so any pre-existing conditions your pet has, even if they weren’t diagnosed before you took out your policy, will not be covered. Additionally, if you have a Maximum Benefit policy, any conditions where the amount claimed exceeds the per-condition limit will not be covered in the future, even if you renew your policy.

An excess – sometimes referred to as a ‘deductible’ – is the amount you pay out-of-pocket every time you make a claim. You can choose your excess amount when you first take out a policy; it’s best to make sure that you choose your excess carefully, as you don’t want to be left paying more than you can afford.

Higher excess usually means you’ll pay less in premiums, and lower excess usually means higher premiums. It’s vital to be realistic about what you can afford when taking out your policy, as you’ll have to pay that amount to your vet every time you claim. The options for excess offered by us are £69, £99, £150, £200, and £250.

Vetphone is a 24/7 vet consultation hotline included with every wilko pet insurance policy. Vetphone provides a range of services including round-the-clock health advice from RCVS-qualified Veterinary Nurses, general pet advice and support, holistic pet health advice, emergency triage and guidance, and phone & video consultations for anyone looking for convenient advice on-the-go.

Details for contacting the 24/7 vetphone are in the booklet included in your policy documents at purchase.

Gadget insurance is a smart, cost-effective way of protecting the gadgets you rely on to get through your day; whether that’s the laptop you use for work (if it’s owned by you, of course), the phone in your pocket, or the tablet you use to keep your kids entertained. These things aren’t cheap to repair or replace, and gadget insurance is a fuss-free way of lowering these costs. When your covered device is damaged, we’ll foot the bill for either repair or replacement, so you can get back to using your device ASAP.

Your gadget insurance policy covers the cost of either replacing or repairing your device(s) and any accessories after a loss caused by accidental/malicious damage, theft, accidental loss, breakdown, liquid damage, or unauthorised calls. You can refer to the gadget insurance policy wording included in your policy documents at purchase for the full terms and conditions.

Our cover is available for PCs & laptops, tablets, and smartphones.

Generally, we don’t cover:

• Any gadget that doesn’t meet the cover criteria (e.g. a device older than 36 months)
• Any claim where you can’t supply us with evidence of ownership/proof of usage
• Any deliberate damage caused by you or your immediate family
• Damage caused by ignoring manufacturer instructions
• Wear and tear

For a full breakdown of what’s excluded from cover, please refer to pages 5-8 in your policy wording document.

Your policy start date is determined by you during the quote process, so please refer to your policy schedule for your own specific start date.

With wilko gadget insurance, you’re covered almost everywhere within the UK and abroad for as long as you’re away. If it’s damaged while you’re away, any repairs your device needs will have to be done within the UK when you’re back.

However, if you’re travelling to a country where the Foreign, Commonwealth & Development Office (FCDO) have advised against all but essential travel, you won’t be able to claim for any damage or loss sustained in that area. You can check the FCDO’s travel advice at https://www.gov.uk/foreign-travel-advice.

To make a claim, you’ll need to contact your Claim Administrator as soon as possible, which you can find details for in your “How to Make a Claim” section on page 11 of your policy wording.

You’ll need to pay your excess and provide your Claim Administrator with evidence of ownership and/or proof of usage before your claim can be paid out.

Depending on the device and the loss you’re claiming for, you may need to take further steps. For example, if your device has been stolen or lost, you need to report that to the police within 24 hours of discovery and provide us with either your crime reference number (in cases of theft) or lost property number (in cases of accidental loss). Further information on how to claim and what we’ll require from you when you claim can be found in the ‘How to Make a Claim’ section on page 11 of your policy wording.

If you need to make a claim on your gadget insurance policy, you’ll need to provide us with:

• Evidence of ownership (e.g. a copy of your receipt, a delivery note, etc.)
• Proof of usage (for mobile phones; this is just confirmation from your network provider that the phone in question has been used by you)
• Anything else that your Claim Administrator requests during the claim process.

Your policy excess is the amount of money you’ll have to pay out-of-pocket when you make a claim. If your device is valued under £700, excesses are set at a flat £75 per claim; if your device is worth more than £700, however, you would have selected your preferred excess during the purchasing process. For a full rundown of how much excess you’ll have to pay if you want to make a claim, please check your policy schedule.

If you want to change any aspect of your policy, you can give us a call on the number provided in your policy documents.

You can claim as many times as you need to, up to a maximum of 2 claims a year, for the lifetime of your device.

You can cancel your policy at any time. If you cancel in the first 14 days of your policy and haven’t made a claim in that time, you’re entitled to a full refund of your premium. To cancel your policy, you can contact us via the details contained within the “Cancellation” section on page 10 of your policy wording.

This insurance is arranged by Best Risk and Financial Service Limited and underwritten by Collinson Insurance (a trading name of Astrenska Insurance Limited). Registered in England number 01708613. Collinson Insurance is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority in the United Kingdom, under Firm Reference Number 202846. These details can be checked on the Financial Services Register by visiting the Financial Services Register at https://www.fca.org.uk/firms/systems-reporting/register.

Our policies are designed to put you back in the same position you were in before you experienced a loss, which means that we replace devices on a like-for-like basis. If your gadget needs to be replaced, we’ll try to supply you with one of the same model, age, and condition.

We currently don’t offer cover for second-hand devices.

You can only take out gadget insurance for devices you own. If you purchased your work phone yourself and are listed by name on the evidence of ownership, you can take out gadget cover for it. However, if your employer purchased your work phone, we can’t offer you gadget cover.

Home contents insurance covers the items in your home against loss, theft, or damage. Whether you’re looking to protect the sofa you flop onto after a long day, the kettle that gives you your morning cuppa, and any high value items that you saved up for, the wilko home contents insurance is here to give you exactly what you need. Everything in your home plays a part in your life, both big and small, which is why we’ve worked hard to offer you the most complete coverage.

Our coverage doesn’t stop there! Your home & contents policy might also cover you against accidental damage, cover your business equipment, or cover your possessions while out of the home, depending on any extensions you might have purchased. The specifics of your own personal cover are up to you; just have a look at your documentation for more info.

We’ll cover the contents of your home against damage caused by theft or attempted theft; escape of water/oil; storms or floods, as well as subsidence, landslip, and heave – essentially damaging movements in the ground.

You’re also covered against things you may not have thought of, such as being hit by aircraft and flying objects, as well as anything falling from them (yes, really); vehicles or animals, and fire, explosion, earthquake, lightning, and smoke. That all might sound a little dramatic, but we call our cover comprehensive for a reason!

If you’ve purchased our accidental damage extension, your policy will also cover the contents of your home against any accidental damage. Business equipment cover will protect any work-related equipment you have in your home such as computers and tablets. Finally, out-of-home cover will extend your contents insurance to protect your possessions even when you take them away from your home.

For a full breakdown of what’s covered by your policy, please check the policy wording you received at purchase.

You can find a full list of exclusions in your policy wording, but in general, our home contents insurance doesn’t cover wear and tear, deliberate damage, pet damage, or any viruses on your computer – even if the computer is otherwise covered.

Yes, we strongly encourage you to take out a home & contents insurance policy if you’re renting. As a renter, the contents of your home are arguably more important to you than they are to homeowners, especially if your furnishings are all your own.

You can get accidental damage cover, but it isn’t automatically included in the basic home & contents cover provided by wilko. If you want your possessions to be covered against accidental damage, you’ll have to opt for our accidental damage cover extension.

Yes, but you’ll have to select our ‘personal possessions away from home’ add-on when purchasing your policy.

Business equipment cover comes as an add-on. If you’d like to purchase cover for equipment used for work – for example, your home office – make sure to opt for our ‘business equipment cover’ extension at purchase.

Yes, we cover your contents even when you’re moving home – as long as you’re moving within the UK.

No, we’re afraid that pet damage is not covered by your home contents insurance policy.

Yes, your item will be covered! However, you’ll have to specify the item – i.e. what it is and how much it’s worth – when purchasing your policy. Any item that’s made of gold/precious metals or is either jewellery, stamps, medals, furs, watches, or works of art (otherwise known as a ‘valuable’) can only be covered if its value is under £2,000.