FAQs and Answers

Frequently asked questions by our customers answered by Wylie's Outdoor World's Owner Drew Wylie.

Postage, Stock Levels & Delivery Queries

WHAT POSTAGE SERVICES DO WE OFFER?

All UK Mainland deliveries are via DPD Next Working Day delivery at the moment. For world wide orders we use the best suited courier for your particular order or a courier that you prefer.

HOW LONG WILL MY ORDER TAKE TO DISPATCH?

Generally speaking it's the same day as long as we catch the courier with your order. We don't have a "cut off time" that is set in stone while we try to "work with our couriers during 2020 and beyond. We do ask to allow 24 hours for dispatch. During extremely busy times we ask you to allow upto 72 hours. From 2020 onwards, dispatch time may be extended but during busy times we will work tirelessly to reduce dispatch time as much as possible. If there is any delay outside of this time window we will contact you right away to keep you informed!

POSTAGE COSTS

Our next working day shipping to UK Mainland is £5.99 but FREE on all orders over the value of £100.00 you may think this is expensive if you are purchasing a single low value item but its up to the weight of 30kg with the exception of long or fragile items. Please remember you are helping us to keep ourselves safe by minimising our potential exposure to COVID-19 with this service.

POSTAGE DELAYS

Although postage delays were a rare occurrence prior to 2020, there have been some significant changes that may affect delivery time with all UK couriers that at times are unfortunately out of our control. Some of these factors include increased Although postage delays were a rare occurrence prior to 2020, there have been some significant changes that may affect delivery time with all UK couriers that at times are unfortunately out of our control. Some of these factors include increased parcel volumes through all courier networks, Social distancing in sorting centers, reducing productivity etc. If this or any other courier related delay does affect your order, we will do everything in our power to resolve the issue for you as quickly as possible. Please be patient and allow us to resolve it for you.

TRACKING YOUR ORDER

After we have packed your order, booked it in with our courier, you will receive your tracking number via email directly from our courier. This email will include a link to the couriers website so you can track your order with us, or if you wish make any amendments to your shipping address, or rearrange delivery etc.

WHAT HAPPENS AFTER YOU PLACE AN ORDER WITH US?

As soon as you place an order with us, you will receive an automated "Order Confirmation" email, if there are any delays or we need to give you any information at all regarding your order we will do this as quickly as possible after you have placed your order. Your next automated email will be a "Order Dispatch Confirmation" letting you know that its ready to be collected by our courier. You will also get an automated email directly from our courier that contains your tracking number and the link to track your package from us. Finally we will send you a "Thank You Email" to let you know all these steps have been completed, this email will include some useful information regarding returns, our owner Drew's direct contact info incase you need a hand getting the best out of your gear.

I HAVE RECIVED NO UPDATES SINCE PLACING MY ORDER

We will always send these emails to the email address that you specify when you place your order with us. Please ensure that you enter your correct email address when placing your order with us, particularly if you are ordering a Age Verified Item. If you are still not receiving any correspondence from us, Please check your spam or junk folders. If you still don't receive any correspondence please do get in touch. But, please complete these steps first.

POSTAGE RELATED COMPLAINTS

We will always do everything in our power to resolve any issue you may come across. We ask that you follow the steps mentioned on this page first to reduce the time it takes to resolve any issue that you encounter. If you are still unhappy we will address any complaint you have, and immediately look into what has caused your issue, resolve it for you and then immediately take any steps necessary to ensure to the best of our ability that it won't happen again. We would like to politely ask that if you do have a complaint that you treat Wylies Outdoor World staff with the respect they deserve. We are here to help you, we work extremely long hours, we are dedicated to helping you and frequently go above and beyond what is required of us. Manners and respect cost nothing, they will be greatly appreciated, but more importantly it helps us to resolve your issue faster.

WHAT HAPPENS IF I ORDER SOMETHING THAT IS SOLD OUT?

If you do purchase something from our website that is sold out, our owner Drew Wylie will contact you by phone almost immediately to apologise personally. If we can't reach you by phone we will leave a message and follow it up with an email to inform you that we have sold out and that we have already ordered more stock, or attempted to order more stock and give you the option to wait on stock arriving, with an ETA or alternatively offer you a similar product that we have tested ourselves, or finally offer you a no quibble full refund immediately, along with our deepest apologies.

REASONS THIS MAY HAPPEN

Prior to 2020 our stock levels reflected on the website were normally accurate. With the emergence of COVID-19, like all small businesses we have been forced to implement measures and changes in order to allow us to continue trading while adhering to Government Guidelines and making our teams safety our highest priority. Some of the changes we made was to reduce our team to our Owner Drew, and our Assistant Manager Lauren. Between them they are doing the daily tasks that a team of 12 handled previously. We also moved to a much smaller premises to reduce our overheads. This means our ability to hold large volumes of stock per product or variation as we did prior to 2020 has reduced significantly. To combat this we replenish our stock almost everyday. With our reduced staff, the full time task of ensuring that all products available on our website have accurate stock levels, all of the time has presented a new challenge for us that we are always working to resolve as we find our feet in this "new normal" we greatly appreciate your patience and understanding if this does affect you.

CAN I ORDER SOMETHING THAT IS OUT OF STOCK?

Yes, you can. If there is an item on our website that you would like to purchase and dont mind waiting until we can get it back in stock for you we are happy to help you. This is what we call a "Back Order" If you would like us to place a backorder for you please just email us and we will take care of the rest for you.

HOW HAS COVID AFFECTED US?

Drew is currently working alongside our Assistant Manger 'Lauren' from home with cohabiting family "lending a hand" we normally have a team of 12 that work in close quarters with each other so social distancing is impossible. Drew has decided not to risk the safety of our staff and work exclusively with Lauren until the situation is resolved. This means we are doing everything from managing the website, packing parcels and answering the phones and emails. We are working 18 hour days right now, every day of the week to ensure your parcels are delivered as quickly as possible. We are managing well but if there is a delay in your order arriving we already have it in hand and can assure your there is no problem. Please be kind and we thank you for your patience.

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