Newsletter

Frequently Asked Questions

Who are Wick & Tallow?

Wick & Tallow are a young luxury home accessories company with an emphatically British style. Taking inspiration from centuries of tradition combined with a contemporary approach towards design, Wick & Tallow look to both old and new to create timeless products that are the best of both worlds.

 

What sets Wick & Tallow apart from other luxury home accessories companies?

We are not a corporate. Everything we sell is designed in-house by our small team who look after everything from making the tea to overseeing the manufacturing process of all of our products. We never compromise on the quality of what we sell and aim to offer exceptional customer service at all times.

 

What is so special about Wick & Tallow products?

Where possible all Wick & Tallow products are made in the UK. We are incredibly proud of this and a keen supporter of British industry and manufacture. On top of this, all of our products are designed in-house and unique to us.

 

Where can I buy Wick & Tallow products?

Either through our online store or at our London showroom. See our Contact page for how to find us.

 

How do I know if an item is in stock?

We aim to have all of our products in stock at all times, however, in the unlikely event that a product has sold out you will be notified on the relevant product page of the website. If you would like to be notified when an item becomes available again please let us know using the button provided on the product page. If, however, you would like to continue with your purchase, we will not charge your card until we have the product back in stock, when we will send out your order at the earliest opportunity.

 

Do I need to set up an account to place an order?

You can place an order as a guest without setting up an account. However, we recommend that you create an account as it will make it easier for you to place an order in the future. Setting up an account also enables you to keep your personal information up to date, view your order history and manage your newsletter preferences.

 

How do I make a purchase?

You can add any products you wish to purchase to your shopping cart using our online shop. Once you have everything you require you can complete the payment procedure online from your shopping cart using a credit or debit card.

 

What payment methods do you accept?

We accept Visa, Mastercard, American Express, Diners Club… All cards will be debited at the time of purchase. You will receive an email once this has happened with your order details.

 

Is it safe to buy products online using a credit/debit card?

Our payment processing facilities are handled by Realex and are amongst the most secure online payment processing facilities possible.

 

What countries do you ship to?

Where possible we ship worldwide. There may be restrictions on certain products as to where they can be sent, if you have any doubt please get in touch with our Customer Care team before you place your order by emailing orders@wickandtallow.com, telephoning on +44 (0) 20 3286 3940 or completing the form on the Contact Us page.

 

When can I get my order and how much will it cost?

For orders placed before midday we aim to dispatch the same day. Orders placed after midday will be dispatched the following day. This means that UK-wide deliveries should arrive the next day (please allow 1-3 days). Outside of the UK orders will take a little longer. For some really far flung destinations it may take up to five weeks.

 

Do you offer same day delivery in London?

This service can be arranged. Please contact our Customer Care team to organise this service by emailing orders@wickandtallow.com, telephoning on +44 (0) 20 3286 3940 or completing the form on the Contact Us page.

 

How will my product be packaged?

All of our products are dispatched from our warehouse in Wick & Tallow branded packaging. All packaging is secure and designed to offer the best protection possible.

 

Do I need to sign for my order?

Yes. We insist that all of our products are signed for on delivery for added security. Please ensure that somebody will be available to accept delivery during normal working hours to avoid any inconvenience.

 

Is my package insured?

Wick & Tallow insures all deliveries as standard. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance. If your box is damaged upon arrival, we recommend that you refuse the delivery or make a note when signing for it that you are accepting a damaged box.

 

Can I change my shipping address after my order has been dispatched?

We are unable to redirect orders to a new shipping address once they have been dispatched. Please ensure that you provide correct delivery details when you place your order.

 

Can I add items to an existing order?

It is not possible to combine orders or add items to an existing order.

 

How do I return or exchange an item?

Please see our returns and exchange policy for further details.

 

Will I be refunded the full value of my order?

Please see our returns and exchange policy for further details.

 

Is my personal information kept private?

Wick & Tallow takes security extremely seriously. At no point will Wick & Tallow rent or sell your personal information.

 

Will I be notified of an item’s status?

Wick & Tallow aims to have stock of all its items at all times. In the unlikely event that a product is unavailable it will either be removed from the website or be labelled “Out of stock” on the product information page.

 

Will I have to pay tax and duties on my order?

Orders within the UK will attract a standard rate of VAT at 20%. For other taxes and duty types please see the Shipping information page. Details may differ according to the delivery address.

 

Do you offer corporate gifting?

Our Bespoke team can assist you with selecting products suitable as corporate gifts for your business. For further information and the complete range of services our Bespoke team can provide please email bespoke@wickandtallow.com.

 

What if I have a question that hasn’t been answered above?

Our Customer Care team will be happy to answer any further questions you may have. You can speak to one of the team by phoning +44 (0) 20 3286 3940, emailing info@wickandtallow.com or by completing the form on the Contact Us section of the website.