Orders and Shipping
How long does it take for me to receive my order?
Most wormery orders received by 10am to be delivered to UK mainland are dispatched the same day, Monday – Thursday via APC.
If you need it by a certain date (for a gift etc) please do let us know, so we can ensure it goes out
Islands/ Highlands of Scotland, Isle of Wight, Isle Of Mann, Scilly Isles are sent via Royal Mail 1st class post
Worm orders are sent Mondays and Thursdays only via Royal Mail
Can I track my order?
Wormeries:- If you have supplied your email/ mobile number you will be sent tracking by APC the night before delivery and again the morning of the delivery which will give you a 2 hour time slot
Track your delivery on the link below
APC Overnight Parcel Tracking
Worms:- If you have supplied your email/ mobile number you will be sent tracking by Royal Mail the night before delivery and again the day of the delivery
50g & 100g worms are sent in a letter box sized box and cannot be tracked
250g, 500g worms are sent in a letter box sized box and are fully tracked
1kg worms and everything else is sent in a small box and are fully tracked
What happens If I am not in
Wormeries
We use APC couriers. You will be sent tracking to your email address / mobile phone
The tracking link will allow you to
- re-schedule the delivery
- leave in a safe place,
- deliver to a neighbour
- take to a listed local business for collection
- Collect from the depot.
APC – Reschedule Delivery – Leave Safe Options
If you are not in, APC will put a card through the door and you will need to contact them (or us if needed) to re-arrange delivery with the above options
Please Note: if you select to leave the goods in a safe place you will take full responsibility for the delivery
Worms
Royal Mail usually leave goods in a safe place with full GPS co-ordinates and a photograph.
My goods are late
We use APC overnight for most of our bulky items. This is supposed to be a guaranteed service, however, like all couriers, they do occasionally fail to deliver when advertised.
Sometimes the parcel misses the lorry connection, gets sent to the wrong depot, or just because of the staffing levels at the depots
At Wormcity we know how frustrating it is when the goods that you have been waiting in all day fail to arrive, or an important date is missed –
We can track your product to find out where it is, but unfortunately, late delivery is entirely out of our control, and we apologise for any inconvenience caused
My goods are damaged
Unfortunately, items do get broken in the post.
If you do receive a broken product please accept delivery, and let us know as soon as possible. We can send a replacement part via Royal Mail
Please use the form on our contact page to email us.
We will often ask for a photograph of the damaged product. This is to ensure that we have the correct part, and also so we can claim from Royal Mail/ APC or Parcelforce
If your product is broken you can either request a replacement part or you can elect to have a refund. Your full (including P&P & return costs) refund will be sent within 7 working days of us receiving the item – by the same method you paid us.
Please note, that it is far easier for us to send the replacement part to you than to send the whole item back to us
My goods are lost
Very occasionally items do go missing in the post or get delivered to the wrong address etc,
Every claim that we make gets followed up by APC/ Parcelforce /Royal Mail who will enter your details into their database If you claim for items that have been delivered (though you say they haven’t) to try to defraud us or APC/Parcelforce/Royal Mail – action will be taken against you
We will replace, repair or refund any goods which have been lost or damaged in transit.
Packages will only be considered lost if they have not arrived within 15 working days of dispatch. The buyer agrees to comply with our processes which may include sending of photographs, signed statements, retention of damaged goods or packaging, the return of damaged goods and/or packaging or other evidence as we or our carriers require.
Something Missing?
We admit it – we do make mistakes! if you have received a wrong or incomplete order, please, get in touch with us ASAP so we can rectify the mistake.
Returns and Exchanges
What is your returns policy?
Please Note worms are perishable. They are NOT returnable and once posted cannot be cancelled
If your wormery is returned to us the cost of the worms will be deducted from your refund. (500g = £10)
We offer a “30 Day No-Quibble Moneyback Guarantee” on all our products, If you want to return an unwanted item to us you must notify us in writing (email is fine) within 14 working days of the item being delivered.
If you return an unused/ unwanted item under the Consumer Rights Act 2015, you will be responsible for all the costs of sending the item back to us.
We are happy to refund your total payment (including the P&P) but will NOT reimburse you for the costs of returning the goods to us.
We must also receive the goods back in the condition that they were delivered, i.e. – unused
You are advised to use a method of posting that can be tracked, for example, Royal Mail tracked delivery and that you keep proof of sending.
Please note that the goods are your responsibility until we receive them.
Depending on the items that are to be returned, it is usually cheapest to book a Royal Mail free collection from their website (https://send.royalmail.com)
Because of the nature of the business please ensure that you really want the goods, as often live animals are involved.
Please note that the Consumer Rights Act 2015 allow us to recover the goods ourselves and charge you for any expense we incur in the form of a deduction from your refund. The price of any missing or potentially used items will be deducted from the refund.
The same applies to any costs we subsequently incur, for example, if you under-paid Royal Mail when returning the item and they charge us then that will also be deducted from the refund
Refused or unclaimed delivery
If delivery of the goods are refused or unclaimed from APC, Parcelforce or Royal Mail they will be automatically returned to us and we will treat it as a cancellation
If your wormery is returned to us the cost of the worms will be deducted from your order.
The Sale of Goods Act 1979 allows us to deduct the cost of the worms due to the customer neglect or refusal to take delivery
https://www.legislation.gov.uk/ukpga/1979/54/section/37
Goods Incorrectly addressed
It is the customer’s sole responsibility to ensure that they have given the correct postal delivery address for their order.
Wormcity is not liable for any orders that are delivered late, or that get lost in the postal system due to an incorrect address or a partial address being supplied to us by the customer.
If you are unsure of an address we recommend that you please double check with the recipient or visit www.royalmail.com to help confirm the postal address and postcode.
Should any item be returned to us because it was unable to be delivered because a full and correct postal address was not supplied by the customer wormcity will not be held liable for non-delivery.
The customer will be liable for all re-delivery or return postage expenses incurred by Wormcity due to the incorrect address being supplied by the customer.
What is the return address
Please send your unwanted goods to
Wormcity Ltd
128, Kingfisher Way
Ringwood
BH24 3LN
What do I do if I entered an incorrect shipping address?
Contact us ASAP.
If your parcel hasn’t been dispatched we can update the address, If it has been dispatched then unfortunately we probably cannot stop it.
We can request a different address at a similar postcode free of charge, or there will be a fee if it needs to go to a different area
(https://apc-overnight.com/receiving-a-parcel/re-schedule-delivery)
Options are also available when you are notified via email or SMS that will allow you to
- Leave in Safe Place
- Change Delivery Date
- Collect From Depot
- Collect from Local Business
Can I change or cancel an order after I’ve submitted it?
Yes, up to when the item is dispatched.
Privacy Policy
Privacy Policy
This privacy policy sets out how wormcity.co.uk uses and protects any information that you give us when you use this website
wormcity.co.uk is committed to ensuring that your privacy is protected and we conform to the requirements of the GDPR (General Data Protection Regulation). We will take all reasonable precautions necessary to protect personal data.
You can request details of what information we hold about you and if you would like it deleted please let us know
Customers card details are not stored on our computers or servers and are handled only by our payment service providers, Elavon and Paypal
At wormcity.co.uk, we will not sell, distribute or lease your personal information to third parties unless it is needed to complete your transaction.
What do we collect
We collect only the minimum information required to fulfill your order
- Name and address (s)
- Contact information including telephone number and email address.
What we do with the information we gather
Your information will never be passed on to anyone else apart from the following:-
We will give your name, address, email and telephone number to our delivery company APC/ Parcelforce/ Royal Mail who will use your email/telephone number to alert you about your delivery.
Your details are also passed to our payment processors – Elavon or Paypal when you pay via credit/debit cards.
Your information is used solely for:
Internal record keeping. This is kept on our database on our server
Contact if there is a problem with the delivery of your product
We do not hold any card information at wormcity.co.uk nor do we have access to it once you have paid.
Spam – We do not send random marketing emails to personal email addresses (spam)
Our e-commerce collects your IP address and sets cookies, this is to assist us with understanding how you came to our website and how long you stayed. It also records your order if you decide not to purchase straight away
Security
We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.
All sensitive data is encrypted using SSL technology
Cookies
A cookie is a small file which asks permission to be placed on your computer’s hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.
We use traffic log cookies to identify which pages are being used. This helps us analyse data about webpage traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.
Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.
You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website however
