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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.
To help you as quickly and efficiently as possible we’ve used
this section of the web site to include many of these popular
questions and their answers:
 See what our customers say about
us: for testimonials please
click here
REGISTERING
Do I
need to register?
No, It is
not necessary to register with us until the time that you place an
order, you will then need to Register or Log In before you can
purchase on our site.
PLACING AN
ORDER
How do I place an order?
The
easiest way is on our website at any time of day. Just find the
product you want, click the  button which will be next to the
total cost box.
To
view your basket either then click the PROCEED TO CHECKOUT text which will
appear in the light blue bar above your chosen item 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) or the 
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.
However, if you prefer to telephone, or are
experiencing any online ordering difficulties, please call our
Customer Services Department on 01429 852859 within the following
hours:
| Mon -
Thu |
8:30
- 16:30 |
| Fri |
8:30
- 16:00 |
| Sat -
Sun |
answerphone
only |
What is the latest time in the day you can place an
order for Next Working Day delivery?
12:30pm is the latest time
you can place an order over the internet or with our Sales Team on
01429 852859 for Next Working Day
delivery (i.e.Monday-Friday)
Please note orders placed after 12:30pm on a Friday, on a
Saturday, Sunday or during Bank Holidays for Next Day Delivery will
be dispatched on the next available working day.
You can leave a message
on our answerphone by calling 01429 852859 or you can email us at
watsonsontheweb@btconnect.com
CHANGING AN
ORDER
Can I change or add to 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.
PAYMENT
METHODS
What methods of payment do you
accept?
You
can either pay by credit / debit card (see details below) via our
3D secure system or by Postal Order or Cheque - please make cheques
payable to "Watsons on the Web"
We
also now have the option for yout to pay by Google Checkout
- if you are not already registered you can set up an account by
visiting https://checkout.google.com
Google checkout is 3D secure and you can use it to pay on a wide
variety of sites - it saves you having to add your payment details
for every transaction too.
Which credit / debit cards can I use for
payment?
We
will accept Visa, Mastercard, Maestro & Delta. Payment
will be deducted from your credit card when you place your
order.
All of our payments are made though Protx and
are 3D secure / this means that your card is put through a series
of security checks online to prevent fraud.
You can visit the Protx website at http://www.protx.com/ for
more information.
DELIVERY
OPTIONS
How long will my order take to be
delivered?
Most items are delivered in 3-4
working days, but please allow up to 28 days in case of
delay - undue delays will be advised. We can offer a 'Next
Day' service if you require your order quickly as long as
orders are placed by 12:30pm. (please see Delivery
Service)
- Please specify an address at which you will be
available to take delivery between 8am and
6pm / Mon - Fri
- We CANNOT guarantee specific times for
deliveries
- We DO NOT deliver on Saturdays
- Our couriers will leave a calling card if you are not in
when delivery is attempted, they will then attempt to deliver again
on the next working day
- You can contact the couriers to arrange re-delivery direct
with themselves if you wish
- If the box containing your
purchase looks damaged when you receive it then please mark as such
when you sign for it - or write "unchecked" as this will help us
deal with queries if your items themselves are damaged.
You can leave a message
on our answerphone by calling 01429 852859 or you can email us at
watsonsontheweb@btconnect.com
Can I have my order
delivered to a different address?
Yes!
When you place your order you can add a different delivery address.
If the billing address is different to your delivery address the
invoice will always be sent to your billing address. Please
remember your billing address is the address at which your
credit / debit card is registered.
Bank / Public Holiday Opening
Times?
These are the dates in 2008 when we will be closed -
any orders placed on these dates will be despatched on the
next available weekday.
-
Tuesday January 1st
- Friday March 21st
- Monday March 24th
- Monday May 5th
- Monday May 26th
- Monday August 25th
- Thursday December 25th
- Thursday December 26th
How much will my delivery
cost?
ONE OFF DELIVERY CHARGES - we only charge one lot of postage and
packing no matter how much you order!
Any items which are HEAVY
(over 30kg) will have this detailed in RED on the item description page in the
bullet points.
You will see the delivery charge for your order BEFORE you click to
confirm and place the order.
UK Mainland (excluding Highlands, Islands
& Northern Ireland)
|
COSTS
|
Express**
|
Standard
|
Heavy
|
| WEIGHT |
next working
day
|
3-4
working days
|
within
14 days
|
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under
30kg
|
£6.95
|
£4.95
|
-
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30kg
or over
|
-
|
-
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£19.95
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*Minimum Charge depending on
weight
If the cost for postage is
different to the above we will contact you by phone to advise you.
Your parcel will not be sent out until the delivery charge has been
agreed with you.
Highlands and 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 -
Northern Island, Channel
Islands, Isle of Mann, 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.)
|
COSTS
|
Express**
|
Standard
|
Heavy
|
| WEIGHT |
next working
day
|
3-4
working days
|
within
14 days
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under
30kg
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Not
available
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£14.95
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-
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30kg
or over
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Not
available
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-
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£39.90
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Express
Deliveries
Express delivery
orders should be delivered as per the table
below.
|
DAY
|
Pre
12:30
|
Post 12:30
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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 Parcelforce, Interlink, Business Post 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 arrange overseas
deliveries either by email on watsonsontheweb@btconnect.com
or by telephone on 44 (0)1429 852859, this is because our website
cannot process addresses outside of the UK. Each overseas delivery
has its carriage charge determined by zones according to our
courier firm and we usually charge at cost price for this.
Alternatively if you want to use our own delivery firm and arrange
it yourself we can charge you for the goods cost only and make the
order ready for your collection - we can let you know the size and
the weights of each parcel at your request.
As a general guidline here are our standard prices per parcel for
European deliveries. Where possible we will condense each order to
the smallest number of parcels.
Price Per
Parcel
ZONE A -
£19.95
Belgium, Denmark, France, Germany, Luxembourg,
Netherlands
ZONE B -
£25.95
Austria, Czech Republic, Finland, Hungary, Italy, Monaco, Poland,
Portugal, Slovakia, Slovenia, Spain,
Sweden
ZONE C -
£39.95
Albania, Bosnia, Bulgaria, Croatia, Cyprus, Estonia, Greece,
Latvia, Liechtenstein, Macedonia, Moldova, Norway, San Marino,
Serbia & Montenegro, Switzerland,
Ukraine
ZONE D -
£95.95
Azores, Balearics, Belarus, Corsica, Gibraltar, Iceland,
Lithuania, Madeira, Malta, Romania,
Turkey
TRACKING
DELIVERIES
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
SPARE PARTS
Do you have spare
parts ?
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.
Technical help number: 01429
852859 or email watsonsontheweb@btconnect.com
or
you can use the free web-phone service SKYPE- our contact name is
watsonsskype
RETURNS
& REFUNDS
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.
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. 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 see our returns
procedure detailed in our services.
Faulty
Items
If you require
replacement of a damaged item please contact our customer services
on 01429 852859. If you require
some spare or missing parts 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. Requests for spare parts can also be e-mailed to watsonsontheweb@btconnect.com
-
Please note - regrettably self
assembly furniture cannot be returned once assembled or part
assembled, unless the item is
faulty.
-
Re-pack the goods in the original
packaging ensuring that you attach a completed returns label
(located at the base of your Despatch Note / Invoice) The following
information should be completed to avoid any delays - Date Returns,
Reason for Return (i.e. Wrong colour, Wrong item, Faulty
etc)
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Product should then be returned at
your own cost (this enables us to offer such low prices) ensuring
that you have proof of postage from whichever method you use to
return the goods. Faulty products will however have this postage
reimbursed.
Address for
products to be returned to:
Watsons
-on-the- Web
c/o Stadium North
Tofts Farm Industrial
Estate
Brenda Road
Hartlepool
TS25 2DH
STOCK
AVAILABILITY
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 &
DESCRIPTIONS
Sizes and
dimensions
All measurements, sizes and
storage capacities are approximate and may vary slighty due to
production tolorences. 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 fiberboard - is an engineered wood product
formed by breaking down softwood into wood fibers
Particle Board - is an engineered wood product manufactured from
wood particles, such as wood chips or sawdust
Paper Foil - decorative printed covering usually mimiking wood
grain
PVC Foil - decorative printed, often embossed, covering
usually mimiking 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 maliable 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
metal.
Jewellery
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 hygeine
reasons earrings for pierced ears are not returnable.
PRIVACY
POLICY
Security &
Privacy
Data
Privacy
We are committed to protecting your
privacy. We will only use the information that we colect 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 name
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Your address
-
Phone number
-
Email address
We
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 |
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spare parts: 01429 852859 |
| |
queries: 01429 852859 |
| |
technical help: 01429 852859 |
| FAX: |
01429 862696 |
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| EMAIL: |
watsonsontheweb@btconnect.com |
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|
|
SKYPE:
|
free web-phone service
-
 
|
| |
our contact name is
watsonsskype |
| |
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| 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
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