Terms & Conditions

Terms and Condions

At Wormcity we are justifiably proud of our fast delivery times
However, at some periods of the year there may be a delay especially around bank holidays / Easter / Spring  / Christmas ect
All Wormeries / heavier goods are sent via PARCELFORCE

Worms are mostly sent by Royal Mail

NB We do NOT dispatch worms on Fridays.

Unfortunately for our Scottish Highlands, Islands, Isle of Wight. Man & Scilly Isles and Irish customers there is a surcharge. This is imposed by Parcelforce.
We do not offer a Saturday or Sunday delivery.

All less weighty items will be sent via Royal Mail and take between 2 - 5 days for delivery. The postage prices are based on the weight of the item

If you would like a specific date for your delivery, please add the details in the "comments" box at checkout when ordering.

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 they do not feel it is safe to do so.
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 - or delivered to your local post office

Please Note Worms are perishable. They are NOT returnable or Cancelable 

If your wormery is returned to us the cost of the worms will be deducted from your refund.

Where Is My Local Depot?

If your package has been returned to the Parcelforce Depot the address can be found here  https://www.parcelforce.com/depot-finder

Where Is My Nearest Post Office

Your nearest post office can be located here   https://www.parcelforce.com/branch-finder

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, the 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

UPDATE Due to coronavirus Parcelforce 24 has suspended its guaranteed service

We use Parcelforce 24 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-hour time slot for numerous reasons.

At Wormcity we know how frustrating it is when the goods that you have been waiting in all day fail to arrive, or an important date is missed -
We can track your 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.


Unwanted Item

Please Note Worms are perishable. They are NOT returnable or Cancelable 

If your wormery is returned to us the cost of the worms will be deducted from your refund.

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. This gives you peace of mind, as the items are tracked to our door, and is often the cheapest option for heavy items. 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 £6.00 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.

Please Note Worms are perishable. They are NOT returnable or Cancelable 

If your wormery is returned to us the cost of the worms will be deducted from your refund.

Goods Incorrectly Addressed

It is the customer's 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.


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


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


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 to the requirements of the GDPR (General Data Protection Regulation). We will take all reasonable precautions necessary to protect personal data.

You can request details of what information we hold about you and if you would like it deleted please let us know 

Customers card details are not stored on our computers or servers and are handled only by our payment service provider, Sagepay, Paypal 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 fulfill your order

Name and address (s)

contact information including telephone number and email address. 

Your order information

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. This is kept on our database on our server

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

We need to give your name, address, email and telephone number to our delivery company.   Parcelforce who will use your email / telephone number to alert you about your delivery.

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 nor do we have access to it once you have paid. 

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)

Our e-commerce also collects your IP address


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 file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.
We use traffic log cookies to identify which pages are being used. This helps us analyse data about webpage traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.
Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.
You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website however

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