Frequently Asked Questions
Orders and personalisation
What information should I enter for personalisation?
Enter the exact name, wording or other details requested on the product page. Please check spelling, capitalisation, dates and numbers before adding the item to your basket. We will use the information submitted with the order.
Can I change or cancel a personalised order?
Contact us immediately at enquiries@wilderlemon.co.uk. If production has not started, we will try to make the requested change or cancellation. Once a clearly personalised or made-to-specification product has entered production, a change-of-mind cancellation may not be possible.
Delivery
Where do you deliver?
We currently deliver only to addresses in the United Kingdom.
How long does delivery take?
Orders are normally prepared within 1-2 business days. Standard UK delivery is normally 3-5 business days after dispatch. These are estimates rather than guaranteed delivery dates. If an order is delayed, please contact us.
How much is delivery?
- Order value £0.01-£12.00: £1.95
- Order value £12.01-£99.99: £3.95
- Order value £100.00 or more: £5.95
The applicable delivery charge is displayed at checkout before payment.
Will I receive tracking information?
If tracking is available for the delivery service used, the tracking details will be included in the dispatch confirmation. You can also visit our Track Your Order page or contact us for help.
Returns, faults and refunds
Can I return a personalised item because I changed my mind?
The statutory change-of-mind cancellation right generally does not apply to goods made to your specifications or clearly personalised. This does not affect your rights if an item is faulty, damaged, not as described or supplied incorrectly.
What if a non-personalised item is eligible for cancellation?
For an eligible non-personalised item bought online, notify us within 14 days after delivery. You then have a further 14 days to return it. Please read the Return & Refund Policy before returning anything.
What should I do if my item is faulty, damaged or incorrect?
Email enquiries@wilderlemon.co.uk with your order number, a description of the issue and, where helpful, clear photographs. Do not dispose of the item until we have responded. Your statutory rights are not affected.
How long do refunds take?
Where a refund is due, we will issue it to the original payment method within the time required by UK consumer law, normally no later than 14 days after the relevant return or refund entitlement has been confirmed. Your bank or payment provider may take additional time to display the credit.
Payments and support
Which payment methods can I use?
Our store currently displays American Express, Apple Pay, Diners Club, Discover, Google Pay, Maestro, Mastercard, PayPal, Shop Pay, UnionPay and Visa. The options shown in Shopify Checkout for your order are the authoritative list because availability can depend on your device and eligibility.
How can I contact Wilder Lemon?
Email enquiries@wilderlemon.co.uk or call +44 7948 403171. Customer support is available Monday-Friday, 09:00-18:00, Europe/London time. We aim to respond within one business day.