Wardens want to provide you with the best service possible. Please read carefully the information below before deciding to purchase any items.

Delivery Information

Wardens offer a weight based delivery service for online purchases which allows us to send items to you in the most cost effective manner. Deliveries are made through Parcelforce Worldwide, Royal Mail or by our own delivery vehicle. Average delivery time is between 2-7 working days, however this is dependent on availability if items. If multiple items are ordered, they will be packed together into the least number of parcels possible. If an item becomes unavailable, we will contact you to either cancel the order or to arrange a substitute item on your approval.
Postage and packing rates are as follows:

• Order Weight 0 – 1Kg: Royal Mail - £3.50
  Available to: Northern Ireland, UK (including Highlands, Islands & Isle of Man)
  
  

• Order Weight 1 – 2Kg: Royal Mail - £5.00
  Available to: Northern Ireland, UK (including Highlands, Islands & Isle of Man)
  
  

• Order Weight 2 – 30Kg & maximum of 300cm area size: Parcelforce Worldwide - £5.00
  Available to: Northern Ireland, UK Mainland only (excludes Highlands, Islands & Isle of Man)
  
  

• Order Weight over 30kg: Wardens Vehicle - pricing varies Available to: Selected Postcodes only – BT1-13, 15-16, 18-23, 37
  If you would like a large item or furniture delivered please contact our store for information.
  
  

• Wardens Gift Vouchers: Royal Mail, Recorded First Class Signed For - £1.55 Available to: Northern Ireland, UK (including Highlands, Islands & Isle of Man)
  
  

• All items are available to collect in store - free of charge
  
  

At present we are unable to deliver to addresses outside of the areas noted above.

Returns Information

We want you to be happy with every purchase you make from us, whether it is online or in our store. These guidelines help to make it clear how and when we will accept returns or cancellations of orders.

Changing or cancelling an Online Order >
Missing, Incomplete or Damaged Orders >
Returns Procedure for Online Purchases >
Online Returns Policy >
Your Rights Under Distance Selling >



Changing & Cancelling an Online Order

Unfortunately in most circumstances it is not possible to make changes to an order once it has been placed. If you would like to add products to your order, please place a new order for these items. If you need to change details of your delivery address, remove items from your order or cancel it completely, please contact us on 028 9181 2147 between Monday - Friday 9am - 5pm, Saturday 9am - 5.30pm or email us at weborders@wardenbros.com. Please be ready to quote your order number and order date.

If your order has already been despatched or delivered, then you’ll need to follow our Returns Procedure in the event of any unwanted products. There are some products which we cannot cancel, refund or exchange, including bespoke, made-to-measure or personalised items. Please see our full Returns Policy for more details.

Missing, Incomplete or Damaged Orders

If your order hasn't arrived within the expected delivery period, or arrives incomplete, please contact us on 028 9181 2147 between Monday - Friday 9am - 5pm, Saturday 9am - 5.30pm. Please be ready to quote your order number and order date.

If your order arrives and the goods are damaged, follow our Returns Procedure for Online Purchases or call us on 028 9181 2147 between Monday - Friday 9am - 5pm, Saturday 9am - 5.30pm. Please be ready to quote your order number and order date.

Returns Procedure for Online Purchases

Returns for items which were purchased online can be made through either of these options:

Returns via Royal Mail

• Fill out your reason(s) for return on the back of the Despatch Note.
  
• Enclose the Despatch Note with the product, and package up securely.
  
• Take the item(s) to the Post Office and pay any delivery charge.
  
• Obtain a certificate of postage from the Post Office.
  
• If your item(s) requires collection, for example furniture or heavy items over 30kg, or if you have any other queries, call us on 028 9181 2147.
  
  

Returns via Wardens shop

Simply take the Despatch Note or a print-out of your order confirmation and the product you wish to return or exchange to the appropriate department in the shop, and tell the sales assistant you bought it online. Please note: we will credit the card you used when originally purchasing the item, if this card is not available, usually we will refund the amount using Wardens Gift Vouchers. Please see below for full details of our returns policy.

Online Returns Policy

Subject to the exceptions below, Wardens is happy to exchange or refund your purchase within 28 days of delivery, for ‘Collect from Store’ orders the 28 days starts after you have received your 'Order Ready for Collection' email. Your refund amount will be the value of the goods at the time of purchase, excluding any delivery charges. Your refund will be credited to the original payment card once we have received the goods. If this card is not available, usually we will refund the amount using Wardens Gift Vouchers. If you wish to return the item to us by post, you are liable to pay any delivery charge directly to the Post Office or chosen postal company in order to return the goods to us.

If your goods should arrive to you in a faulty or damaged condition, you should notify us immediately by telephone or email, quoting your order number. No goods should be returned without prior notification to us and approval has been given to return the item(s). Once approval has been given, you should arrange for the item(s) to be returned to us via the two options shown above in 'Returns Procedure for online purchases. We will refund the cost of the goods and the original postage charge and the cost of returning the goods to us (up to the value of the original postage paid). The refund will be processed when we receive receipt the item(s).

We want you to be happy with every purchase you make. Accordingly, you may inspect the items you buy as if you were in our store. However, whilst you are deciding whether to keep your purchases, you do have a statutory duty to take reasonable care of our goods. Therefore, please do not damage the items whilst you inspect them (this also includes the packaging where it forms part of the goods, for example, boxed items and gift items). You must ensure that you return the original undamaged packaging along with the item/s you wish to return. Where you have failed to take reasonable care of the goods, whether whilst in your possession or when returning them, we reserve the right to refund you in full, minus any amounts due by way of compensation to either repair the goods or to cover any loss.

Furniture and Large Item Returns:

Our 28 day returns policy does not apply to furniture or large item orders (over 30kg) made on our website and you may only return furniture if you wish to cancel your contract with us.

Delivery charges for furniture or large items (over 30Kg) will only be refundable if you cancel your order with us within seven working days after the day of receipt of your purchases. Otherwise, delivery charges will only be refundable in the case of faulty or damaged goods or where the incorrect product has been received.

This does not affect your statutory rights in respect of faulty or damaged furniture. A collection charge of £50 will be made if you wish to return the furniture unless it is faulty, damaged upon delivery or the incorrect item has been delivered. This charge is payable on receipt of your request to cancel your order.

Please ensure that any furniture or large items have been carefully considered prior to placing an order to ensure that they will fit within the boundaries of your home, including through doorways and hallways.

Your rights under Distance Selling

UK & N. Ireland customers:

Under the Consumer Protection (Distance Selling) Regulations (DSRs), you have up to 14 working days starting the day after you have received your delivery to cancel your order. This does not apply to certain "exceptions" specified at section 13 of the DSRs, including goods made to your specification or clearly personalised goods. The original delivery charges will be refunded, however, if only part of your order is cancelled, the delivery charge will not be refunded. You are liable to pay any delivery charge in order to return the item(s) to us. Requests to cancel an order should be made in writing.

Further details of your rights under Distance Selling Regulations are available from your local Trading Standards department or Citizens Advice bureau.

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