Customer Service

Shipping & Delivery

Delivery Areas

We deliver to all the UK, most of the EU, the United States, Canada, Japan, Austrialia and New Zealand. We regret we do not accept orders from any other countries at this time.

Delivery Times

UK orders placed and authorised before 4pm any weekday (excluding Bank Holidays) are despatched the very same day. All UK orders are sent by Royal Mail Special Delivery, which guarantees next day delivery before 1pm. All UK orders have to be signed for on delivery.

For overseas orders, we will dispatch your goods by air mail once we have bank authorisation (which can take up to 72 hours). Delivery takes around 5 working days from dispatch for most EU countries, but please allow up to 10 working days. Delivery takes around 8 working days to the United States, Canada, Japan and Australia/New Zealand, but please allow up to 15 working days.

We’re reasonable people, so our hardworking team do not work Bank Holidays; orders placed then get sent the next working day. Saturday and Sunday orders are sent out on the following Monday for delivery on Tuesday.

Delivery Charge

For orders under £100 there is a delivery charge of £4.95 to mainland UK, orders to Europe will be charged £9.95 and the Rest Of The World £13.95.

WE ARE CURRENTLY PLEASED TO OFFER COMPLETELY FREE DELIVERY ON ALL UK ORDERS OVER £100. DELIVERY CHARGES ON OVERSEAS ORDERS OVER £100 WILL BE REDUCED BY £4.95.

No duty applies to goods shipped within the European Union.

Delivery Address Options

In the interests of customer security, your first order must be shipped to the address where your credit/debit card is registered (the billing/statement address). The only exception we can make to this policy is if payment is made with a card that is subscribed to and uses the 3D Secure System, the payment industry’s internet authentication standard.

Tracking your order

All orders received before 4pm on a weekday (Monday to Friday) will be delivered the following day before 1pm, as long as the card payment passes the necessary security checks and the next day is not a bank holiday. If it is after 1pm and you have not received your order call the Carrera @ Woodhouse helpline on 44 (0)1625 421 100 with your order number and they will update you on the status of your order.

Privacy & Security

By visiting, using or ordering from this website, the client expressly agrees to be bound by the following Terms and Conditions and to adhere to these Terms and Conditions and all applicable laws and regulations governing this website. In order for you to purchase products via this website you will need to fill in personal details such as name, address and contact details along with your IP address. These details will be treated with the utmost confidentiality and will not be released to any third party. Your payment is made via Sage Pay, a third party payment processor, so we do not have any access to your card details. Any fraudulent activities that are made on the Carrera @ Woodhouse website will immediately be reported to the police. Any legal disputes with be under the jurisdiction of UK Law.

Returns & Replacements

All items are checked thoroughly before being sent out to ensure that there are no faults or blemishes to the product and we use quality packaging to make sure that products are not damaged in transit. All items qualify for a full refund if returned at your expense within 14 days provided the item has not been worn or damaged and the product is in its original packaging. (Click here for full details of our No Hassle Returns Policy)

Ordering

Whilst we endeavour to ensure that all of the pricing on our website is correct, there is a small chance that a mistake can be made with respect to pricing and/or availability. Carrera @ Woodhouse reserve the right to cancel orders with a full refund in such circumstances and/or giving you the option of ordering the item, at the correct price.

When you place your order online your bank will immediately reserve (or “shadow”) the funds to cover the amount of the transaction if and when we draw the cash. However, we only take the payment after we have the necessary authorisation of details from the bank and we have actually shipped the goods to you.

Payment, Pricing & Promotions

Payment is made through Sage Pay, a secure payment processor, who will capture your card details. At no time do Carrera @ Woodhouse have access to your card details.

You can pay with Credit cards, Debit cards or PayPal on the site.

We accept the following payment methods;
a) Credit cards – MasterCard & Visa
b) Debit cards – Visa Debit/Delta, Maestro &Visa Electron
c) We now also accept PayPal

3D Secure is the latest fraud prevention initiative launched by the card schemes as a more secure method for authenticating online transactions. Once you’ve registered and created your 3D Secure password you will be automatically prompted by your card issuer to type in your password each time you make a purchase at participating online stores like ours (rather like entering your PIN when you make a purchase in a shop). This code will be quickly confirmed by your card issuer to complete your purchase.

Correctly entering your 3D Secure password during a purchase confirms that you are the authorised cardholder. If an incorrect code is entered, the purchase will not be completed. Even if someone knows your credit or debit card number, the purchase cannot be completed without your code.

We will periodically put on sales promotions where we will discount certain items.

Viewing Orders

To view your order and its current order status you will simply need to register with the website upon placing your order. You will then be able to log in to the site using your unique username and password to view your order history, shipping status and wishlist etc

Updating Account Information

To update your account information including contact details and wishlist, use your username and password to log in to the site and simply change your details there.