FAQ's ...

Click on the links below:

Do I need to register?

No, It is not necessary to register with us until the time that you place an order, you will then need to Register / Log In before you can purchase on our site.

We do store your information but it is kept on secure servers and we will not email you or send unsolicited mail if you declare when registering that you do not wish to be contacted. Please see our PRIVACY POLICY at the bottom of this page. We will delete your details from our systems if you request us to do so.

How do I place an order?

The easiest way is on our website at any time of day. Just find the product you want, click the ADD TO BASKET button which will be next to the price and quantity box.

To view your basket either then click the CHECKOUT button or click on the Shopping Basket information on the left of the screen or BASKET in the top navigation bar.

Once in the basket area you can change the quantity of your purchases or remove an item, you can always continue shopping and add more items until you are ready to complete checkout.

You can also complete our order form and post or fax it back to us - download it here: DOWNLOAD ORDER FORM

However, if you prefer to telephone, or are experiencing any online ordering difficulties, please call our Customer Services Department on +44 (0) 1429 852859 within the following hours GMT:

Mon - Thu 8:30 - 16:30
Fri 8:30 - 16:00
Sat - Sun answerphone only

What is the latest time in the day you can place an order for Next Working Day delivery?

12:30pm is the latest time you can place an order over the internet or with our Sales Team on +44 (0) 1429 852859 for despatch on the same day. Please note orders placed after 12:30pm on a Friday, on a Saturday, Sunday or during Bank Holidays will be dispatched on the next available working day.

You can leave a message on our answerphone by calling +44 (0) 1429 852859 or you can email us at watsonsontheweb@btconnect.com

Do your prices include UK VAT ?

Yes our prices are inclusive of UK VAT at the current rate.
If you require a VAT invoice for your records please contact us.

Can I change, add to or cancel an order?

Yes! Just call our Customer Services Department on +44 (0) 1429 852859 and as long as the order has not been despatched we will be happy to help and you will incur no charges.

If your order has already been despatched then we will require you to cover any costs that arise such as outgoing and return carriage costs, however we will do everything we can to keep these costs to a minimum and will only ever charge you what we ourselves will be charged by the couriers.

What methods of payment do you accept?

You can either pay by credit / debit card - via our 3D secure system - or by Postal Order or Cheque, please make cheques payable to "Watsons on the Web"

Which credit / debit cards can I use for payment?

We will accept Visa, Mastercard and Visa Debit / Delta. Payment will be deducted from your credit card when you place your order.


All of our payments are made though Sage Pay and are 3D secure / this means that your card is put through a series of security checks online to prevent fraud.

You can visit the Sage Pay website at http://www.sagepay.com for more information.

How can I track my order?

We can chase all orders via our parcel tracking system and will advise you where your order is at any time. Please either email our Customer Services Department at watsonsontheweb@btconnect.com or call +44 (0) 1429 852859 within the following hours:

Mon - Thu 8:30 - 16:30
Fri 8:30 - 16:00
Sat - Sun answerphone only

Outside of these hours please leave a message on the answerphone including your name & contact telephone number. Alternatively please email queries / orders to watsonsontheweb@btconnect.com

Are your products Guaranteed ?

All of products come with a 365 day parts guarantee. We will replace any damaged parts if you can provide proof of purchase.
Please note: The product warranty does not cover paint / surface scratches, cosmetic blemishes or any other normal wear and tear.

Do you have spare parts ?

Please note that we can supply spare parts for all of our in stock products and also give technical advice should you be experiencing any difficulties in assembling the product. Please ensure that you have your assembly instructions to hand to identify the correct part number. Please note that missing parts or breakages MUST be reported within 14 days of the receipt of your order.

Technical help number: +44 (0) 1429 852859 or email watsonsontheweb@btconnect.com

or you can use the free web-phone service SKYPE - our contact name is watsonsskype

How do I return an item ?

Please note that we can supply spare parts for all of our products and also give technical advice should you be experiencing any difficulties in assembling the product. Please ensure that you have your assembly instructions to hand to identify the correct part number.

Technical help number: +44 (0) 1429 852859 or email watsonsontheweb@btconnect.com

In the unlikely event that you are unhappy with your product please follow the procedure below:

Non Faulty Items

In the unlikely event that any item does not meet your expectations you can return it to the postage address below. This must be returned unused within 7 days of receipt of your order and within its original packaging. We advise that you obtain proof of postage from the courier used. Please note: Watsons -on-the- Web can only cover the cost of returns of faulty or damaged items. Please do not write on the outer carton - goods must be return in a resaleable "as new" condition, use the bottom of the returns form which is on the back of your delivery note / invoice and affix using tape.

We can collect the goods from you for a £15 charge - for UK and Ireland orders only - if you cannot arrange to return the goods yourself.

Faulty Items

If you require replacement of a damaged item please contact our customer services on +44 (0) 1429 852859. If you require some spare parts because of a fault or that they were damaged in transit or perhaps missing from the parcel or want to return the product please contact +44 (0) 1429 852859 quoting you’re your order number which can be found in the top left hand corner of your invoice. Please ensure that you have your assembly instructions to hand to identify the correct part number. Requests for spare parts can also be e-mailed to watsonsontheweb@btconnect.com

Please note - regrettably self assembly furniture cannot be returned once assembled or part assembled, unless the item is faulty, so please check that all of the parts are of good quality and are all accounted for BEFORE beginning assembly.

Re-pack the goods in the original packaging ensuring that you attach a completed returns label (located on the back of your delivery note / invoice) The following information should be completed to avoid any delays - Date Returned, Reason for Return (i.e. Wrong colour, Wrong item, Faulty etc) and whether you require a refund or a replacement. Please do not write on the outer carton - goods must be return in a resaleable "as new" condition, use the bottom of the returns form which is on the back of your delivery note / invoice and affix using tape.

Product should then be returned at your own cost ensuring that you have proof of postage from whichever method you use to return the goods. Faulty products will however have this postage reimbursed.

Address for products to be returned to:
Watsons -on-the- Web
c/o Stadium North
Tofts Farm Industrial Estate
Brenda Road
Hartlepool
TS25 2DH

How often does new stock arrive?

Stock is constantly coming in and we try to give advanced warning if an item will be out of stock for a period of time & when new stock is due to arrive.

How do I check if an item is out of stock?

All orders placed are checked on a daily basis. We will contact you by phone if any of the items on your order are out of stock.

Sizes and dimensions

All measurements, sizes and storage capacities are approximate and may vary slighty due to production tolerances. We do however try to ensure that they are as accurate as possible. If you have any questions or queries regarding our products please email us at watsonsontheweb@btconnect.com or ask a question on our Contact Us page.

Descriptions

Whilst we hope that our descriptions are comprehensive we are human and can make errors or omit information that you might need. If you have any questions or queries regarding our products please email us at watsonsontheweb@btconnect.com or ask a question using the contact details given on our Contact Us page stating the product code / description.

Most of our furniture and storage products are manufactured from the following materials or finishes:

Solid Wood - usually from environmentally controlled sources and forests

MDF - Medium-density fibreboard - is an engineered wood product formed by breaking down softwood into wood fibres

Particle Board - is an engineered wood product manufactured from wood particles, such as wood chips or sawdust

Paper Foil - decorative printed covering usually mimicking wood grain

PVC Foil - decorative printed, often embossed, covering usually mimicking wood grain

Tempered Glass - has increased strength compared with normal glass and will usually shatter into small fragments, rather than sharp shards, when broken

Acrylic - a plastic malleable sheeting and a safe alternative to glass

Powder Coated - is a type of dry paint coating which is applied as a free-flowing dry powder - usually used for covering metal

Jewellery

All of our jewellery items are hand picked and checked before despatched to ensure the greatest care is taken with these delicate items.
Most of the jewellery that we have chosen for you is highly individual, being made from natural products means that each piece is unique, the use of the precious and semi-precious stones also means that markings will vary slightly from piece to piece and may not exactly match the illustrated images.

We regret that for hygiene reasons earrings for pierced ears are not returnable.

Security & Privacy

Data Privacy

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998) and according to the Which? Web Trader Code of Practice.

We collect information about you for two reasons: firstly - to process your order, and secondly - to provide you with the best possible service.

We will not email you in the future unless you have given your consent. We will give you the chance to refuse any marketing email from us or from another trader in the future. The type of information we will collect about you includes:

• Your name
• Your address
• Phone number
• Email address
  

We will never collect sensitive information about you without your explicit consent.

The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly.

The personal information we hold will be held securely in accordance with our internal security policy and the law and also the Which? Web Trader Code. If we intend to transfer your information outside the EEA (European Economic Area) we will always obtain your permission first.

We may use technology to track the patterns of behaviour of visitors to our site. This can include using a 'cookie' which would be stored on your browser. You can usually modify your browser to prevent this from happening. The information collected in this way can be used to identify you unless you modified your browser settings.

If you have any questions/comments about privacy you should contact us.