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F.A.Q's
Frequently Asked Questions... In business in the UK for over 30
years we’ve answered a lot of questions on our products and
over this time we’ve found a number of questions being asked
again and again. See what our customers say about us: click here ... and those paying with Google Checkout: see our feedback here REGISTERING
PLACING AN ORDER
CHANGING AN ORDER
PAYMENT METHODS
DELIVERY
OPTIONS
|
|
Express** |
Standard |
Saturday |
|
next working day |
3-4 working days |
Saturday |
|
£6.95 |
£4.95 |
£18.00 |
Southern & Northern Ireland and Highlands & Islands charges
Please note costs will be confirmed via our telephone sales team, but as a guide the following charges will apply to the following areas -
Southern Ireland, Northern Ireland, Channel Islands, Isle of Man, Isle of Scilly, Highlands and Islands of Scotland (including - Orkney, Paisley, Perth, Wick and Thurso, Inverness, Isle of Arran, Isle of Canna, Isle of Coll, Isle of Colonsay, Isle of Cumbrae, Isle of Eigg, Isle of Jura, Isle of Rhum and Isle of Skye - this list is not exhaustive)
Express**
Standard
Saturday
next working day
3-4 working days
3-4 working days
Not available
£14.95
Not available
Some delays may occur in deliveries to the following postcode zones: AB, DD, DG, EH, FK, G, IV, KA, KW, KY, ML, PA, PH and TD.
Express Deliveries
Express delivery orders should be delivered as per the table below.
DAY
Pre 12:30
Post 12:30
Mon
Tue
Wed
Tue
Wed
Thu
Wed
Thu
Fri
Thu
Fri
Mon
Fri
Mon
Tue
Sat
Tue
Tue
Sun
Tue
Tue
**Express delivery next working day for orders placed by 12:30pm Mon-Thu - £6.95
**Express Delivery orders placed at the weekend or Bank Holidays will be despatched on the next working day
(please note that orders placed on Friday pre 12:30pm for next day delivery will be delivered on Monday)
Which Couriers do you use?
We use GFS, Interlink or Royal Mail depending on the size of the parcel, delivery method required or delivery address.
Do you deliver outside of the UK?
Yes! We can now arrange overseas deliveries online please go to www.watsonsontheweb.eu or order by telephone on 44 (0)1429 852859.
How can I track my order?
We can chase all orders via our parcel tracking system and will advise you where your order is at any time. Please either email our Customer Services Department at watsonsontheweb@btconnect.com or call 01429 852859 within the following hours:
Mon - Thu 8:30 - 16:30 Fri 8:30 - 16:00 Sat - Sun answerphone only
Outside of these hours please leave a message on the answerphone including your name & contact telephone number. Alternatively please email queries / orders to watsonsontheweb@btconnect.com
Are your products Guaranteed ?
All of products come with a 365 day parts guarantee. We will replace any damaged parts due to normal wear and tear if you can provide proof of purchase.
Do you have spare parts ?Please note that we can supply spare parts for all of our in stock products and also give technical advice should you be experiencing any difficulties in assembling the product. Please ensure that you have your assembly instructions to hand to identify the correct part number and the "TEC" batch number from the outside of the box (where applicable)
Technical help number: 01429 852859 or email watsonsontheweb@btconnect.com
My instructions are missing - can you supply more ?Yes. Please contact us by email at watsonsontheweb@btconnect.com or by telephone on 01429 852859 and we can supply for you.
For Sparkrite and Pondrite products please go to www.stadiumcp.co.uk where instructions can be downloaded.
Cancelling an order
Yes! Just call our Customer Services Department on 01429 852859 and as long as the order has not been despatched we will be happy to help and you will incur no charges. If your order has already been despatched then we will require you to cover any costs that arise such as outgoing and return carriage costs, however we will do everything we can to keep these costs to a minimum and will only ever charge you what we ourselves will be charged by the couriers.
How do I return an item ?
Please note that we can supply spare parts for all of our products and also give technical advice should you be experiencing any difficulties in assembling the product. Please ensure that you have your assembly instructions to hand to identify the correct part number and the "TEC" batch number from the outside of the box (where applicable).
Technical help number: 01429 852859 or email watsonsontheweb@btconnect.com
In the unlikely event that you are unhappy with your product please follow the procedure below:
Non Faulty Items
In the unlikely event that any item does not meet your expectations you can return it to the postage address below. This must be returned unused within 7 days of receipt of your order and within its original packaging. We advise that you obtain proof of postage from the courier used. Please note: Watsons -on-the- Web can only cover the cost of returns of faulty or damaged items. Please do not write on the outer carton - goods must be return in a resaleable "as new" condition, use the bottom of the returns form which is on the back of your delivery note and affix using tape OVER the original address label.
We can collect the goods from you from Mon-Fri for a £15 charge if you cannot arrange to return the goods yourself.Faulty Items
If you require replacement of a damaged item please contact our customer services on 01429 852859. If you require some spare parts because of a fault or that they were damaged in transit or perhaps missing from the parcel or want to return the product please contact 01429 852859 quoting you’re your personal customer number which can be found in the top left hand corner of your invoice. Please ensure that you have your assembly instructions to hand to identify the correct part number and the "TEC" batch number from the outside of the box (where applicable). Requests for spare parts can also be e-mailed to watsonsontheweb@btconnect.com
Address for products to be returned to:
Watsons -on-the- Web
c/o Stadium North
Tofts Farm Industrial Estate
Brenda Road
Hartlepool
TS25 2DH
How often does new stock arrive?
Stock is constantly coming in and we try to give advanced warning if an item will be out of stock for a period of time & when new stock is due to arrive.
How do I check if an item is out of stock?
All orders placed are checked on a daily basis. We will contact you by phone if any of the items on your order are out of stock.
Sizes and dimensions
All measurements, sizes and storage capacities are approximate and may vary slighty due to production tolerances. We do however try to ensure that they are as accurate as possible. If you have any questions or queries regarding our products please email us at watsonsontheweb@btconnect.com or ask a question on our Contact Us page.
Descriptions
Whilst we hope that our descriptions are comprehensive we are human and can make errors or omit information that you might need. If you have any questions or queries regarding our products please email us at watsonsontheweb@btconnect.com or ask a question on our Contact Us page stating the product code / description.
Most of our furniture and storage products are manufactured from the following materials or finishes:Solid Wood - usually from environmentally controlled sources and forests
MDF - Medium-density fibreboard - is an engineered wood product formed by breaking down softwood into wood fibres
Particle Board - is an engineered wood product manufactured from wood particles, such as wood chips or sawdust
Paper Foil - decorative printed covering usually mimicking wood grain
PVC Foil - decorative printed, often embossed, covering usually mimicking wood grain
Tempered Glass - has increased strength compared with normal glass and will usually shatter into small fragments, rather than sharp shards, when broken
Acrylic - a plastic malleable sheeting and a safe alternative to glass
Powder Coated - is a type of dry paint coating which is applied as a free-flowing dry powder - usually used for covering metalJewellery
All of our jewellery items are hand picked and checked before despatched to ensure the greatest care is taken with these delicate items.
Most of the jewellery that we have chosen for you is highly individual, being made from natural products means that each piece is unique, the use of the precious and semi-precious stones also means that markings will vary slightly from piece to piece and may not exactly match the illustrated images.We regret that for hygiene reasons earrings for pierced ears are not returnable.
Security & Privacy
Data Privacy
We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998) and according to the Which? Web Trader Code of Practice.
We collect information about you for two reasons: firstly - to process your order, and secondly - to provide you with the best possible service.>
We will not email you in the future unless you have given your consent. We will give you the chance to refuse any marketing email from us or from another trader in the future. The type of information we will collect about you includes:
Your address
Phone number
Email addressWe will never collect sensitive information about you without your explicit consent.
The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly.
The personal information we hold will be held securely in accordance with our internal security policy and the law and also the Which? Web Trader Code. If we intend to transfer your information outside the EEA (European Economic Area) we will always obtain your permission first.
We may use technology to track the patterns of behaviour of visitors to our site. This can include using a 'cookie' which would be stored on your browser. You can usually modify your browser to prevent this from happening. The information collected in this way can be used to identify you unless you modified your browser settings.If you have any questions/comments about privacy you should contact us.
You can contact us by:
PHONE: ordering: 01429 852859 spare parts: 01429 852859 queries: 01429 852859 technical help: 01429 852859 FAX: 01429 862696 EMAIL: watsonsontheweb@btconnect.com POST: Watsons -on-the- Web c/o Stadium North Tofts Farm Industrial Estate Brenda Road Hartlepool TS25 2DH You can leave a message on our answerphone by calling 01429 852859 or you can email us at watsonsontheweb@btconnect.com
COMPANY REGISTRATION NUMBER: 4437258
VAT REGISTRATION NUMBER: GB789134782
Registered in England & Wales
Complements Limited,
(trading as Watsons-on-the-Web)
151 Church Street,
Whitby,
North Yorkshire,
YO22 4BH
(registration address only - please use Hartlepool postal address above for correspondance)
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Registering
button which will be next to the
total cost box.
button which is next to
the Add to Basket button or click on the Your Basket Contains XX Items text (which is always below
the main dark blue header at the top of your screen on the
right-hand side) Once
in the basket area you can change the quantity of your purchases or
remove an item, you can always continue shopping and add more items
until you are ready to complete checkout.
