Delivery And Returns

At Wormcity we are justifiably proud of our fast delivery times
Most of our items get posted the day after payment has cleared
If there is going to be any major delay we will write to you and let you know.
All Wormeries / heavier goods are sent via Parcelforce 24 / 48 hour service Monday - Thursday

NB We do NOT dispatch wormeries on Fridays.

This is a flat rate charge of £7.00 for however much you buy
Unfortunately for our Scottish Highland customers there is a surcharge of £6.00 per order and for our Irish customers a surcharge of £10.00 per order
We also offer a saturday delivery - this carries a surcharge of £12.00

All less weighty items will be sent via Royal Mail and take between 2 - 5 days for delivery. The postage prices are based on the weight of the item

If you would like a specific date for your delivery, please add the details in the "comments" box at checkout when ordering.

What If I'm Out ?

If you know that you will be out and would like your goods to be left somewhere safe, then please put details in the 'comments box' when ordering (eg "please leave in garage")
Our couriers (Parcelforce) usually require a signature, therefore depending on the driver, they may ignore instructions to leave any packages unattended on the premises.
If you request that the items are left unattended then you agree that this is entirely at your own risk and wormcity.co.uk cannot accept any liability for lost or stolen items.
Please note that the courier will not leave a parcel with a neighbour or in a safe place unless instructed to do so in writing by wormcity.co.uk
We apologise, for any inconvenience this brings, but we are bound by our couriers terms and conditions of carriage.

If your product cannot be delivered to you (i.e.you were out) this is what should happen.The courier SHOULD stick a note through your door telling you that a package has been sent to you, and is either hidden somewhere, delivered to a different address, or has been taken back to the local depot, where you can arrange to have it re-delivered or collect it yourself.
Parcelforce occasionally takes the parcel to the local Post Office, again this should be written on your card if this has happened.

Where Is My Local Depot / Post Office

If your package has been returned to the Parcelforce Depot or Local Post Office - The address can be found on this page

Damaged Goods

Unfortunately items do get broken in the post.
To keep costs down and be environmentally friendly, we use a minimum of packaging, 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 next days post.
Claims for damage must be received by us in writing within 7 working days of our dispatch or within 5 working days of your receipt of the item, whichever comes first. No claims after these dates will be entertained. ( Email Is acceptable - Please use read receipt)
We will provide the buyer's details to our carrier in the event of a claim for loss or damage. This is to enable the carrier to investigate the events and the buyer agrees to co-operate with the carrier's investigation.

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 (e.g. if you paid by cheque, you'll get a cheque back; if you paid by credit card, you'll get a credit card refund).

Lost Goods

Very occasionally items do go missing in the post - get delivered to the wrong address etc, Every claim that we make gets followed up by Parcelforce /Royal Mail who will enter your details onto their database, If you claim for items that have been delivered (though you say they haven't) to try to defraud us and 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, return of damaged goods and/or packaging or other evidence as we or our carriers require. Replacement goods will not be dispatched until the buyer has complied with our requirements.

Incomplete Orders

We admit it - we do make mistakes !- if you have received the wrong or incomplete order, please get in touch with us ASAP so we can rectify the mistake.

Late Deliveries

We use Parcelforce 24/ 48 hour service for most of our bulky items. This is supposed to be a guaranteed service, however occasionally they do fail to deliver within the 24 /48 hour time slot for numerous reasons.
At Wormcity we know how frustrating it is when your goods that you have been waiting in all day fail to arrive, or an important date is missed -
We can track you product to find out where it is, but unfortunately late delivery is entirely out of our control, and we apologise for any inconvenience that is caused.

Returns

Unwanted Item

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 are returning an unused/ unwanted item under the Consumer Protection (Distance Selling) Regulations 2000, you will be responsible for all the costs of sending the item back to us. We are happy to refund your total payment made to us (including the P&P) but we 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 Recorded Delivery and that you keep proof of sending. Please note that the goods are your responsibility until they are received by us.
Depending on the items that are to be returned, we are more than happy to get our courier to collect your unwanted items, on a day that suits you. This gives you peace of mind, as the items are tracked to our door, and is often the cheapest option for heavy items. We will then deduct the cost from your refund.
Please note that if we book the courier to collect your item, and the package is unavailable when the courier calls, you will be charged a fee of £6.00 for each missed collection

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 Protection (Distance Selling) Regulations 2000 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 / Unclaimed Delivery

If delivery of the goods are refused or unclaimed from Parcelforce or Royal Mail they will be automatically returned to us..

We will issue a refund minus any delivery costs for returning the goods to us

Goods Incorrectly Addressed

It is the customers 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.

In the above situation an order can only be re-delivered if the customer pays all the additional postage/courier charges incurred by wormcity . If a refund is sought in the above situation then ALL of the postage/courier charges incurred by wormcity.co.uk will first be deducted from the refund amount and £0.50p of the cost of the purchase will be deducted to cover the card refund transaction fees incurred by wormcity.co.uk .