Frequently Asked Questions
How do I order?
Ordering online is super quick, easy and secure all day, every day. Use the button above to login or register your details. You can make enquiries or order products at any time of the day or night and we'll respond during office hours. If you experience any difficulties, contact our friendly customer service team.
Freephone 08000 85 85 95:
Prefer to speak to a person? No problem, call us for free on 08000 85 85 95 between the hours of 09:00 and 17:30 Monday to Thursday and 09:00 to 17:00 Friday. If you are dialling from outside the UK call +44(0)20 7737 4040. You won’t find your typical sales robot on the end of the line, our knowledgeable sales experts will guide and inspire you every step of the way.
How do I pay for my order?
We accept payment all major credit & debit cards including Mastercard, Visa, Visa Debit and American Express.
We also accept payment via Bank Transfer (BAC's). Please note that if you select BAC's payment, your order will remain on hold until the funds have cleared into our account. Please download our bank details and be sure to email firstname.lastname@example.org with a remittance advice.
We do not accept Cheques or postal orders.
Do you offer credit facilities?
Yes. For regular customers, we offer credit facilities when you spend in excess of £500 ex VAT per annum. It’s easy to apply, simply download our WBC Credit Application form and email it us, or call us to speak to one of our team.
Do you have a minimum order?
No, feel free to order as much as you like! There is no minimum spend when placing an order online and for mainland UK we offer FREE delivery on orders over £150 Ex Vat.
Can I order samples?
Absolutely. Samples are charged at their unit price and sent out using our courier service Yodel, at a delivery charge of £4.95*. Please don’t ask us just to ‘pop it in the regular post’, this is a business service and we want you to receive it in tip top shape. To offset any sample costs, we'll send you a £10 voucher to redeem against your next order. Just remember to enter the promotion code when placing your order, and voila you'll save a tenner.
Please note that we cannot send samples of the following products:
Glass Storage Crates
You can order samples by contacting our sales team.
Do you have a price promise?
One thing we hate to be beaten on is price. So, if you find a like for like product at a lower price we will match it, as long as the following applies:
The product is actually as good as ours (and includes any applicable delivery charges).
The product is in stock in the UK and available for immediate delivery.
You are able to verify the price by sending us the quote.
One more thing to bear in mind. We will never supply Bags For Life at unsustainable prices; it's just not fair on the artisans who make them and devalues good quality. Other than that, please don't shop anywhere else without first asking us if we can match the price, the chance are, we can.
Can I add to my order?
To keep our service at lightening speed, your order is taken on screen and immediately transferred to the warehouse for picking and packing. It's then loaded onto trailers which leave as soon as they're full making it difficult to stop it, add to it, or change it.
For additional orders placed before 3pm on the same day, the minimum order value for free delivery is just £25. For orders less than £25 our standard delivery charges will be applied. All prices are ex VAT.
Can I cancel my order?
To keep our service at lightening speed, your order is taken on screen and immediately transferred to the warehouse for picking and packing. It's then loaded onto trailers which leave as soon as they're full, making it difficult to stop it, add to it, or change it.
Any unwanted goods, as long as they're in tip top re-sellable shape, can be returned to us at your own expense (please see our return/refund policy for details).
What discounts do you offer?
As a trade supplier, all products listed online are discounted already, but we offer small additional discounts depending of the total value of your order.
Orders over £500 ex VAT : 3% discount.
Orders over £1500 ex VAT : 5% discount.
Orders over £3000 ex VAT: 7.5% discount.
Additional discounts apply to all products except Shred & Fill, Retail Props, Brix Modular Display System, clearance products and any products marked 'This item is excluded from discounts'. Printing costs, delivery and VAT do not count towards discounts.
Pallet Rate - Bulk Buy Special Discounts
Our special bulk buy pallet rates only apply to deliveries within mainland UK excluding highlands of Scotland, Northern Ireland and Eire, the Channel Islands and all offshore postcodes. We would love to be able to offer special pricing to all our customers, but unfortunately current shipping rates to these areas make it impossible. The following postcodes are NOT considered UK Mainland by our couriers are:
DD, PH, IV, HS, KW, PA, KA, ZE, AB, BT - Northern Ireland, Eire, PO – Isle of White, JE – Jersey, GY – Guernsey, IM
How do I apply promotion codes?
When checking out online, pop the promotion code into the box provided on the payment screen and the discount will automatically be applied. Alternatively, call us and give us the promo code over the phone.
I’m a European customer, can I pay in Euros?
New European customers are automatically billed in Euro's when placing an order online. If you are an existing customer being billed in Sterling and wish to update your account, please call +(44) 20 7737 9480 to organise this with our accounts department.
Will Brexit have any effect on stock availability of WBC product?
We have reviewed the effect Brexit will have on our business and supply chain, as best we can. Most of our products are produced within the UK or outside of the EU, where Brexit will have little effect.
For those product lines sourced from the EU, we have initiated an action plan and EU stock is being shipped as we speak to cover all anticipated demand for the critical Christmas period. We are not expecting any delays or issues arising from this eventuality and it will be very much business as usual. There is no need to stockpile any of our products and you can order as it suits you. Some key lines do sell out at Christmas if demand is higher than projected, we suggest you talk to us or confirm orders where the quantities are significant to avoid disappointment.
If the pound were to drop in value significantly, then some prices may need to be increased and it is always best to check online for up to date pricing.
Do you offer discounts, sponsorship or support for Charities?
Supporting charities, associations and community projects will always be at the heart of WBC.
We receive weekly requests for sponsorship and free stock to support both local and national charities, however, as a small business we don't have the means to support all those who contact us.
Aside from our primary chosen charities and commitments: The Prince’s Trust, Cocobagh Social Business Venture, The Forestry Project and The Retail School occasionally we’re in a position to support additional projects on a local basis, in and around our hometown of Brixton. Contact email@example.com.
Please do not be offended if we are unable to respond to your fundraising emails and accept our sincerest apologies if we decide we cannot support your particular charity at this time.
Delivery & Collection
What are your delivery Charges?
UK Mainland Delivery (excl. Highlands / Islands)
Free delivery on all orders over £150 ex VAT
For all orders under £150 please add £9.95 + VAT
We aim for next day delivery, however please allow 2-3 working days during busy periods.
Non UK Mainland Delivery (Incl. Highlands / Islands)
Northern Ireland, Ireland, Channel Islands & other Islands along with the following postcodes which are NOT considered UK Mainland by our couriers:
IM, IV, HS, KA27-28, KW, PA20-88, PH19-44, TR21-25, ZE and Isle of Wight
Free delivery on all orders over £300 ex VAT
For all orders under £300 ex VAT please add £25 + VAT
Please allow 5-7 working days for delivery.
EU Countries excluding Ireland
Delivery charges are dependant on the country and number of parels. Your order will be placed on hold and a member of our sales team will contact you to confirm the final cost and take payment.
What are your delivery times?
All our deliveries are made by our courier Yodel.
Deliveries are made between 8:30am - 6:00pm Monday to Friday, and it's essential that your order is consigned to a 'manned' address where the courier can obtain a signature on delivery.
We understand this may be inflexible for some, but as a business supplier, we pay for a business service and certain stipulations are in place to ensure you get the very best service possible.
The courier cannot deliver to a neighbour or an alternative delivery address. If the courier is unable to make the delivery to the specified address and has to return at a later date or the parcel has to be returned to us, a charge of up to £15.00 per parcel will be made. This surcharge also applies to deliveries where the goods are refused or the driver is turned away at the delivery point.
We're unable to give ETA's on deliveries until after 3pm on the expected delivery date.
Where do you deliver to?
We deliver to customers all across the UK & Ireland far and wide including Guernsey, Jersey, Isle of Man, the Highlands and Islands of Scotland and the Republic of Ireland.
We also delivery internationally. EU customers are able to place their order online but your order is placed on hold while we confirm the delivery charge. For deliveries further afield please contact our sales team.
Do you ship internationally?
Yes, please contact our sales team for further information.
Can I collect my order?
You can, but this needs to be arranged with our sales team in advance. Contact our office on 08000 85 85 95 so we can provide you with the correct collection details.
Pallet Order Information
What is a pallet order?
A pallet order is one that is packed and couriered on a wooden pallet.
The footprint of the pallet is 1m x 1.2m and can be up to 2.2m high.
Why might my order arrive on a pallet?
Delivering on pallets allows us to continue offering free delivery on bulkier items or larger orders. Imagine how inconvenient it could be to have 16 boxes of wicker baskets arriving on your doorstep instead of one tidy and carefully packed stack!? There are plenty more benefits to pallet order too.
How will the pallet be delivered?
The pallet delivery will be made by truck using one of our pallet network partners e.g Palletways or Pallet Track. WBC does not use its own drivers.
What if my premises has restricted access?
The delivery truck is capable of getting to most locations, but if you know you have restricted access on site, please contact our sales team prior to delivery so we can arrange alternatives.
If for some reason the courier is unable to gain access to site there will be a re-delivery charge for them to come back on the next available delivery schedule. So be sure to let us know in advance if you foresee any problems.
What will the driver do when they arrive at the delivery destination?
If you have a forklift they will open the side of the truck for you to unload and take it into your warehouse.
Will the driver unpack and take away the empty pallet?
Unfortunately generally not. Pallet deliveries are curbside deliveries only and you will need to arrange to have someone present to unpack.
My shop doors are not wide enough to accept a pallet
Don’t worry, contact our sales team prior to delivery so we can come up with an alternative delivery option.
Your Account & Orders
How do I track my order?
Keeping track of your order has never been easier. When you place an order, we'll send you an order confirmation with the details. We will then send you another email to let you know when it's despatched. We use 2 methods of despatch, Pallets or Parcels.
Parcel Tracking: If your order has been despatched in parcels you can track it by clicking on the tracking link in your confirmation email.
Pallet Tracking: Generally pallet orders are delivered within 2 working days for mainland UK but if delayed, please call our sales team. Don't worry if you can't find your despatch confirmation email, you can track your order online via the MY ACCOUNT section. Simply login and click on the Orders > View Order. If your order has been shipped in parcels, you'll see a tracking number.
I haven’t received an invoice, how do I request one?
It's simple! Invoices, cash receipts and order history can be accessed and downloaded from the YOUR ACCOUNT section. Click on > Your Account > Invoices > View Invoice and Download PDF. If you get stuck email us at firstname.lastname@example.org to request one.
How do I view my statements?
Statements can be accessed and downloaded by logging into your online account at wbc.co.uk where you'll find it under the billing section.
For finance related queries email us at email@example.com
How can I reorder items previously ordered?
Simply login into your account and click on re-order items to see a list of all your previously purchased items. You can purchase directly from this page.
Returns & Refunds
I received a damaged item, what should I do?
We're sorry to hear that. We check and double check everything before we send it out, but on the odd occasion an item arrives damaged or faulty we will arrange collection of the items and organise replacements or a credit note. Any delivery charges (where charged) when a product is faulty or damaged will also be refunded. Please check your delivery carefully on arrival and let us know of any damages, shortfalls or errors within 48 hours.
Can I return an item?
We like to think you’ll love our products so much you'll never want to send any of them back, but on that rare occasion there's been a mistake or a product is no longer required, simply send it back to us at your own expense and we'll credit your account for their value less up to a 20% handling charge. Please contact our customer services team within 7 days of the delivery date so we can send you returns documentation. It goes without saying that all returned items should be in their original packaging and in mint condition ready for resell.
Clearance and Sale items – Please note, any offers and sale items are sold as seen, and are excluded from our returns and refund policy
How long does a refund take to be applied?
Generally speaking, it takes approximately 3-5 working days to process the payment, but it does depend on your bank.
Why do we need vector artwork?
Vector images have crisp defined edges. If your logo or design is created as a vector image this means we can scale it as much as we need without compromising the quality of the image and print application.
What is the difference between a vector image and a JPEG, GIF or BMP?
Vector images are constructed from points. When these points are grouped together and scaled the artwork retains it's quality. JPEGs and other raster images are made up of a grid containing a specific number of dots and pixels. When scaling these types of images, they appear blocky or pixellated.
How do I know if my logo or design is a vector?
Vector images are usually created using Adobe Illustrator and saved with the file extension .ai, .pdf, .eps and .svg. Unfortunately this isn’t foolproof as sometimes raster images are opened in illustrator and saved as if they were vector images but have not been recreated as a true vector image.If you're unsure about whether or not your image is a vector the best thing to do is speak to the person who originally provided your artwork. Alternatively feel free to send it over for us to check and we'd be more than happy to help.
Our Product Guides
Assembly: Two Bottle Heavy Duty Divider (Reversible) (DIV20S)
How to assemble Two Bottle Heavy Duty Divider (Reversible)
Two Bottle Heavy Duty Divider (Reversible).pdf
Assembly: Three Bottle Heavy Duty Divider (Reversible) (DIV30S)
How to assemble Three Bottle Heavy Duty Divider (Reversible)
Three Bottle Heavy Duty Divider (Reversible).pdf
Assembly: Fluted Hamper Box (W1033)
How to assemble Fluted Hamper Box
Fluted Hamper Box Instructions.pdf
Assembly: Front Opening Bottle Boxes
How to assemble front opening boxes
13758 Or Any Front Opening Box Instructions.pdf
Assembly: Textured Black Hamper Box - Medium (13777)
How to assemble Textured Black Hamper Box - Medium
Assembly: Front Opening Graphite Two-Bottle Gift Carton (20/10CVN)
How to assemble a Front Opening Graphite Two-Bottle Gift Carton
Assembly: Budget - 6 Bottle (B6)
Below are instructions on how to assemble our 6 Bottle Budget Transit Box.
How to assemble a six bottle transit pack B6 web clip
Assembly: Budget - 12 Bottle (B12 and BB12S)
Below are instructions on how to assemble the (B12) 12 bottle budget transit box.
Assembly: Repacking Cases RP6 and RP12
Below are instructions on how to assemble the RP6 and RP12 repacking cases.
RP6 and RP12 instructions.pdf
Assembly: Retail Display Stand - PRD3T
Below are instructions on how to assemble the PRD3T retail display stand.
Retail Display Stand assemble instructions.pdf
Assembly: Folding Hampers 13798 and 35450
Below are instructions on how to assemble the folding card hamper 13798 and 35450.
13798 and 35450 Instructions Pdf
Assembly: Portaglas Glass Storage Crates
Below are video instructions on how to assemble Portaglas glass storage crates.
How to assemble the Portglas Budget Glass Storage Crates
How to assemble the Portglas Premium Glass Storage Crates
Which Glass Storage Crates should I use for my glasses?
Measure the length and width of your glass and compare it to our guide to see which glass crate would be the best size for your glasses.
Budget Glass Storage Crate Measurement Guide link
Premium Glass Storage Crate Measurement Guide link
Assembly: Air Compressor
Below are instructions on how to assemble the COMP1 Air Compressor.
COMP1 Air Compressor.pdf
How to care for your BRIX components.
For examples on how to assemble BRIX components, please view one of our selected BRIX vignettes online and click on the video tab next to the zoom feature on the product page.
BRIX are manufactured here in the UK and consist of heavy gauge copper wire or unsealed wood both of which are framed in a distressed, waxed, metal frame.
Whilst the BRIX products are perfectly suitable for displaying a wide variety of packaged products straightaway, we would advise that with any delicate or light coloured items (particularly fabrics) being displayed in direct contact with the surfaces, that additional cleaning be carried out. This should be done with a dry cloth only.
Periodically we would suggest that the metal frame is given a once over with a natural wax such as Bri-Wax. Any wooden elements can livened up with mineral oil.
In addition, we also offer clear perspex sheets that can sit on the wooden or copper elements of your BRIX component to minimise any chance of colour leeching.
VAT: Frequently Asked Questions
Do I have to pay VAT?
Working out VAT when you're shipping outside the UK can be complicated. We'll try and break it down for you simply here, there are a few exceptions to the rules so if you have any questions not covered below, please contact our finance team who will be happy to advise you.
Are you Shipping to an address within the UK?
If yes, then you will be charged VAT at point of purchase.
Are you shipping to an EU country outside the UK?
Our team will ask you for a valid VAT number which we'll check against the EU database and set you up on our system to be VAT exempt. Don't worry, you'll only be asked this once, and once you're set up, you're good to go.
If you are unable to supply us with a VAT number you will be charged VAT.
I'm a UK based company exporting outside the UK, can I claim the VAT back?
Yes, you will have 3 months to provide us with proof that the goods have left the UK by way of an ‘Exit Declaration form’ or any other export form. Your shipping company should have yours on file and be able to provide it upon your request, after which we will credit the VAT back.
Both my business and shipping address are outside the UK and the EU?
No, you will not be charged VAT.
Shred & Fill
SizzlePak™ and Very Fine Cut™ Shred
All our SizzlePak™ and Very Fine Cut™ ranges are 100% recyclable and 100% biodegradable.
Paper shred is either made from 100 % recycled content or from 'Woodfree Uncoated Paper'(WFU) and this differs depending on colour.
Woodfree uncoated paper(WFU),or uncoated fine papers, are manufactured using wood that has been processed into a pulp that removes the lignin from the wood fibers.Both softwood and hardwood pulps are used.
Below is a list of colours and what they consist of .
Lime Green, Green, Forest Green, Blue, Purple, Black
SizzlePak™ Woodfree Uncoated Paper
White, Ivory, French Vanilla, Cream, Kraft, Chocolate, Red, Deep Red, Burgundy, Yellow, Orange, Navy Blue, Cool Grey
Very Fine Cut™ Woodfree Uncoated Paper
White, Ivory, French Vanilla, Kraft, Chocolate, Red, Deep Red, Burgundy, Lime Green, Green, Forest Green, Light Blue, Navy Blue, Purple, Cool Grey, Black, Light Pink
Our Wood Wool is made entirely from FSC (Forest Stewardship Council) approved natural spruce wood cultivated from European forests that are certified according to the PEFC (Programme for the Endorsement of Forest Certification).
No chemicals are used throughout any part of the manufacturing process and for that reason, it has been approved for use in food packaging and able to come into direct contact with food, without any restrictions. All our wood wool can be recycled, reused,composted or burned completely.