FAQ

What’s the best way to contact you?

If you need to contact us, either send an email to info@vkfofworcester.co.uk, fill out the form on the Contact Us page with your query or give us a call on 01527 864530.

Please note, opening hours are:

Monday – Thursday: 8am – 5pm

Friday: 8am – 4pm

Are you open on bank holidays?

We are not open on any UK (England & Wales) bank holiday; this also includes the period between Christmas & New Year. Please be aware that although we may not be able to answer any queries during any of these periods, we will get back to you at our earliest possible convenience.

 

Delivery

Is there a minimum order?

No! There is no minimum order charge.

 

How much is shipping?

Shipping is free on orders over £50! Orders under £50 will be charged £4.99 shipping cost.

 

How long will delivery take?

On average, delivery will take 5-7 working days. If this for some reason changes, we will try to reflect this within the delivery section upon checkout. Larger deliveries may take longer to be delivered – please contact us beforehand if you have any queries regarding delivery time.

 

Do you offer an expedited delivery service?

At this time, we do not offer an expedited delivery service for trade customers. If you have any queries regarding delivery time, please contact us before placing your order.

 

Do you sell internationally?

Currently, we do not ship internationally. This is something we’re exploring at the moment and hope to offer in the near future.

How will my items be packaged?

All items will be packaged individually in quality white boxes with VKF of Worcester branding.

 

Signing Up for a Trade Account

 

Why can I not view your products and/or their prices?

All of our products can be viewed on the All Products page. In order to click on individual products and view their prices, you must have a trade account with us.

 

How do I create/register for a trade account?

In order to view product listings and pricing, you must be signed into a trade account. In order sign up for an account, you can either click the Log In button in the top right-hand corner of the page or click on an individual listing or category. Each of these options will bring up a new page giving you the option to log in or sign up. Click the Sign Up button and fill out the form with all the relevant information. Your request will then be reviewed by our team.

 

When will my request be reviewed?

We’re unable to automatically accept trade requests, but all trade customer requests will be reviewed by someone in our team as soon as possible. Please note that requests will take longer to be reviewed during weekends and bank holidays and will not be accepted until the next working day at the earliest.

 

Why was my request not accepted?

Sometimes we are unable to accept trade customer requests. This can be for a variety of reasons; however, we will try to provide a valid explanation where possible. Please note, you must have a physical store or online store in which our products will be sold on in order to sign up for a trade account.

 

Ordering

 

Are your products VAT inclusive/exclusive?

All of the products on the VKF of Worcester Trade website are VAT exclusive. VAT is not shown on the product listings and will not shown in your basket; it will however be added on and shown during checkout.

 

What payment options do you accept?

On the website, we accept payment with credit or debit cards (American Express not accepted), as well as payment through PayPal. You can alternatively opt for Offline Payment during the checkout process, where we will follow-up with a proforma invoice.

 

Can I order over the phone?

If you would prefer to speak to someone over the phone regarding your order, we can instead take your order over the phone. Please have your card details ready or alternatively, we can send a quote and/or proforma invoice.

Returns

 

My order/part of my order has arrived damaged.

If parts of your order have arrived damaged, please get in contact with us asap. Providing photos of the damage to info@vkfofworcester.co.uk (and your order number) will help us speed up the return/refund/replacement process.

 

My order has not arrived.

If for some reason your order has not been delivered in the time specified during checkout, please contact us on info@vkfofworcester.co.uk or 01527 864530 with your order number. All orders are sent out on a tracked service with DPD Local or UPS, so we can take a look into whether there may have been a delivery issue with your order or whether it’s a production issue.

 

I would like to return my order/part of my order.

If you would like to return your entire order or part of your order, please contact us on info@vkfofworcester.co.uk or 01527 864530 stating your reason for returning. We are not responsible for return costs (unless the fault is ours). Please state your reason for return either on the box or on paperwork when returning the items.

Please return your items to:

VKF of Worcester

Units 6 & 7 Saxon Business Part

Hanbury Road

Stoke Prior

Bromsgrove

B60 4AD

 

I’ve received the incorrect items.

If you’ve somehow received the incorrect items, please contact us asap with your order number. We will need photos of the items incorrectly delivered sent to us at info@vkfofworcester.co.uk – once we have these we can quicker rectify the issue.

 

I’m missing items from my delivery.

If you’ve opened your most recent order and have discovered that you’re missing some items that you’ve ordered, please contact us through info@vkfofworcester.co.uk or on 01527 864530 asap letting us know your order number and the items you’re missing. We can then look into your order for you and send out the relevant items if necessary.

 

I would like to cancel my order.

If you would like to cancel your order, please contact us asap. If your order has not yet been dispatched, then it’s very likely that we will be able to cancel your order and issue a full refund. Unfortunately if your order has been dispatched you will then need to return the items at your own cost.

 

Other

Do you sell to the general public?

Yes, we do sell to the general public. Please head over to our main website, www.vkfofworcester.co.uk or Etsy (https://www.etsy.com/uk/shop/VKFofWorcester) to purchase from us.

 

Do you offer exclusive/bespoke items?

If you have a custom item in mind, this is certainly something we can look into doing. If this does go ahead, there may be a small additional cost incurred for the design of this product. Please contact us on info@vkfofworcester or 01527 864530 and let us know about your idea.

 

Can I use your images and/or descriptions for my website?

We’re more than happy for you to use the images on our website for the product listings on your own site, but with that said, please do not use our product descriptions on your site (the description either on our trade or main site), as this will dramatically impact the SEO on both of our sites.

How can I/my customers sufficiently look after/clean these items?

A large majority of our products will come with brief instructions inside the box on how to care for these items. Generally our items (both acrylic and wood) are best cleaned with a damp cloth and soapy water if necessary. We wouldn't recommend using abrasive chemicals as these could eventually damage the product. Our coasters (as well as our other products) are NOT dishwasher safe.

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