What If I'm Out ?

If you know that you will be out and would like your goods to be left somewhere safe, then please put details in the 'comments box' when ordering (eg "please leave in garage")
Our couriers (Parcelforce) usually require a signature, therefore depending on the driver, they may ignore instructions to leave any packages unattended on the premises.
If you request that the items are left unattended then you agree that this is entirely at your own risk and wormcity.co.uk cannot accept any liability for lost or stolen items.
Please note that the courier will not leave a parcel with a neighbour or in a safe place unless instructed to do so in writing by wormcity.co.uk
We apologise, for any inconvenience this brings, but we are bound by our couriers terms and conditions of carriage.

If your product cannot be delivered to you (i.e.you were out) this is what should happen.The courier SHOULD stick a note through your door telling you that a package has been sent to you, and is either hidden somewhere, delivered to a different address, or has been taken back to the local depot, where you can arrange to have it re-delivered or collect it yourself.
Parcelforce occasionally takes the parcel to the local Post Office, again this should be written on your card if this has happened.

Where Is My Local Depot / Post Office

If your package has been returned to the Parcelforce Depot or Local Post Office - The address can be found on this page

Damaged Goods

Unfortunately items do get broken in the post.
To keep costs down and be environmentally friendly, we use a minimum of packaging, If you do receive a broken product please accept delivery, and let us know as soon as possible. We can send a replacement part via next days post.
Claims for damage must be received by us in writing within 7 working days of our dispatch or within 5 working days of your receipt of the item, whichever comes first. No claims after these dates will be entertained. ( Email Is acceptable - Please use read receipt)
We will provide the buyer's details to our carrier in the event of a claim for loss or damage. This is to enable the carrier to investigate the events and the buyer agrees to co-operate with the carrier's investigation.

If your product is broken you can either request a replacement part or you can elect to have a refund. Your full (including P&P & return costs) refund will be sent within 7 working days of us receiving the item - by the same method you paid us (e.g. if you paid by cheque, you'll get a cheque back; if you paid by credit card, you'll get a credit card refund).

Lost Goods

Very occasionally items do go missing in the post - get delivered to the wrong address etc, Every claim that we make gets followed up by Parcelforce /Royal Mail who will enter your details onto their database, If you claim for items that have been delivered (though you say they haven't) to try to defraud us and Parcelforce /Royal Mail - action will be taken against you
We will replace, repair or refund any goods which have been lost or damaged in transit. Packages will only be considered lost if they have not arrived within 15 working days of dispatch. The buyer agrees to comply with our processes which may include sending of photographs, signed statements, retention of damaged goods or packaging, return of damaged goods and/or packaging or other evidence as we or our carriers require. Replacement goods will not be dispatched until the buyer has complied with our requirements.

Incomplete Orders

We admit it - we do make mistakes !- if you have received the wrong or incomplete order, please get in touch with us ASAP so we can rectify the mistake.

Late Deliveries

We use Parcelforce 24/ 48 hour service for most of our bulky items. This is supposed to be a guaranteed service, however occasionally they do fail to deliver within the 24 /48 hour time slot for numerous reasons.
At Wormcity we know how frustrating it is when your goods that you have been waiting in all day fail to arrive, or an important date is missed -
We can track you product to find out where it is, but unfortunately late delivery is entirely out of our control, and we apologise for any inconvenience that is caused.

Returns

Unwanted Item

We offer a "30 Day No-Quibble Moneyback Guarantee" on all our products, If you want to return an unwanted item to us you must notify us in writing (email is fine) within 14 working days of the item being delivered.
If you are returning an unused/ unwanted item under the Consumer Protection (Distance Selling) Regulations 2000, you will be responsible for all the costs of sending the item back to us. We are happy to refund your total payment made to us (including the P&P) but we will NOT reimburse you for the costs of returning the goods to us.
We must also receive the goods back in the condition that they were delivered, i.e. - unused
You are advised to use a method of posting that can be tracked, for example Royal Mail Recorded Delivery and that you keep proof of sending. Please note that the goods are your responsibility until they are received by us.
Depending on the items that are to be returned, we are more than happy to get our courier to collect your unwanted items, on a day that suits you. Unfortunatly we are charged a surcharge for this which will cost £10. We will then deduct the cost from your refund.
Please note that if we book the courier to collect your item, and the package is unavailable when the courier calls, you will be charged a fee of £10 for each missed collection

Because of the nature of the business please ensure that you really want the goods, as often live animals are involved.

Please note that the Consumer Protection (Distance Selling) Regulations 2000 allow us to recover the goods ourselves and charge you for any expense we incur in the form of a deduction from your refund. The price of any missing or potentially used items will be deducted from the refund. The same applies to any costs we subsequently incur, for example if you under-paid Royal Mail when returning the item and they charge us then that will also be deducted from the refund

Refused / Unclaimed Delivery

If delivery of the goods are refused or unclaimed from Parcelforce or Royal Mail they will be automatically returned to us..

We will issue a refund minus any delivery costs for returning the goods to us

Goods Incorrectly Addressed

It is the customers sole responsibility to ensure that they have given the correct postal delivery address for their order.

Wormcity is not liable for any orders that are delivered late, or that get lost in the postal system due to an incorrect address or a partial address being supplied to us by the customer.

If you are unsure of an address we recommend that you please double check with the recipient or visit www.royalmail.com to help confirm the postal address and postcode.

Should any item be returned to us because it was unable to be delivered because a full and correct postal address was not supplied by the customer wormcity will not be held liable for non-delivery.

The customer will be liable for all re-delivery or return postage expenses incurred by wormcity due to the incorrect address being supplied by the customer.

In the above situation an order can only be re-delivered if the customer pays all the additional postage/courier charges incurred by wormcity . If a refund is sought in the above situation then ALL of the postage/courier charges incurred by wormcity.co.uk will first be deducted from the refund amount.

Return fees via courier are charged at £6.50

If you wish us to resend your parcel it will cost £10 (this includes the return fee above)

If you wish to cancel the order it will cost £13.50 (return fee and original postage cost)

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Payment

We Accept The Following:-

Credit cards - Visa Debit, Visa Credit, Visa Electron, Mastercard, Maestro, Delta
Cheque's & Postal Orders (please cross for extra security)
BACS (Bank Transfer)
Cash (accepted, but please use a secure method of sending)
Paypal

Can I order over the phone ?

Yes ! - Simply phone us on (Freephone) 08000 141598 and we will take your payment and delivery details over the phone

Credit Card Processing

Our credit card processors are Sagepay, and Paypal,. Both of these companies are independent companies and are not affiliated with wormcity.co.uk in any way.

Wormcity.co.uk is protected by Secure SSL meaning that all your information you give us in our shop section is secure and encrypted

All credit card transactions, are totally secure and are encrypted with the latest technology via SSL/128 bit encryption.
Your credit card details, are not seen by wormcity (unless an order is phoned through), nor are they held in any records owned by us

Chargebacks

If you initiate a refund other than as described here, including (but not limited to) initiating a chargeback, then you agree to send any goods you already possess relating to the purchase or any goods that are in transit that you subsequently receive back to us at your cost and that you will be liable for any loss or damage. You must do this within 7 calendar days of the refund being started. It is our policy to issue court proceedings to recover our goods in such eventualities, irrespective of the value of the goods involved. Should the court find in our favour then we will apply to the court for you to bear our costs.
if you pay via Cheque, and then later decide to cancel your order (bounced cheque) you will be charged £35 and the above rules apply

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This privacy policy sets out how wormcity.co.uk uses and protects any information that you give us when you use this website

wormcity.co.uk is committed to ensuring that your privacy is protected and we conform with the requirements of the Data Protection Act 1998. We will take all reasonable precautions necessary to protect personal data. However, in the very unlikely event that security is compromised, we cannot be held liable, unless negligent, for unauthorised access to any data supplied by you.

Customers card details are not stored on our computers or servers and are handled only by our payment service provider, Sagepay and Lloyds TSB Cardnet.

At wormcity.co.uk, We will not sell, distribute or lease your personal information to third parties unless needed to complete your transaction.

What we collect

We collect only the minimum information required to fulfil your order this includes your name, address, telephone number and email address

What we do with the information we gather

Your information will never be passed onto anyone else. Your information is used solely for:

Internal record keeping.

Contact if there is a problem with the delivery of your product

We need to give your name, address and email (and occasionally telephone number) to our delivery company Parcelforce.com.
Your details are also passed to our payment processors - Sagepay or Paypal when you pay via credit / debit cards. (We do not hold any card information at wormcity.co.uk)

If you have opted into our newsletter we will periodically send promotional emails about new products, special offers or other information which we think you may find interesting, using the email address which you have provided. You can opt out of this at any time by updating your account details.

Spam - We do not send random marketing emails to personal email addresses (spam)

Security

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

All sensitive data is encrypted using SSL technology

How we use cookies

A cookie is a small text file that is stored on your computer or device when you visit a website.

Cookies are used by all websites, and have several different functions.

Cookies will:

Allow the site to work properly, and help keep it secure.
Help us understand how our customers use the website.
Make the site easier to use by remembering information that you have entered
Remember information you have entered to save you entering it again.
Allow you to comment on forums and blogs.

If you are not happy with this, please set your browser to not accept cookies but some nice features of the site may be unavailable.

By using our site you accept the terms of our Privacy Policy.

Links to other websites

Our website contains links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question

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Everything Else

Feedback

Feedback is very important to us, and we love to hear you comments and suggestions. If you are happy with our service please let us know. You can always email us, or write in our forum.

Equally if you have a problem please contact us, we can't help if we don't know about it

About Us

wormcity.co.uk is a trading name of Wormcity Ltd

bokashibucket.co.uk is a trading name of Wormcity Ltd

Wormcity Ltd is a family run company that is located near Ringwood on the edge of the beautiful New Forest.

We do not have a shop, all our sales are strictly mail order.

We started business in Feb. 05, and through hard work, and excellent customer support we have gained a reputation for quality products at the lowest prices

We are a VAT registered company and our VAT number is GB 892 3871 82

We are also a Limited Company. Our Company Number is 6190023.

Our Registered Office Address is wormcity.co.uk - 128 Kingfisher Way - Ringwood - Hants - BH24 3LN

We can be contacted on this number 08448842505

Please Note That The Above Address Is our Office address NOT A SHOP. We DO NOT Sell Goods From This Address Our Products Are Available Via Mail Order or Local Delivery Only

Intellectual Property

DESIGN Some of the products we sell that we sell have been designed by ourselves and we hold the REGISTERED design rights.

TRADEMARKS wormcity.co.uk, Ecostacker, Ecowormery, Executive Wormery are all trademarks belonging to Wormcity Ltd

Wormcity is a REGISTERED trademark

COPYRIGHT All site content belongs to Wormcity Ltd, Our images and written work cannot be copied and distributed without our written permission We WILLL pursue anyone who infringes our intellectual property rights

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Any Further Questions ?

If you have further questions you can email us or if we are online (usually evenings) you can chat with us direct

Alternatively you can visit our Forum, and get some helpful advice there

Please remember - that although worms don't carry any know diseases,
its always advisable to wear gloves and wash your hands after handling them or the food waste.

Delivery And Returns