FREQUENTLY ASKED QUESTIONS
How to place an order?
After you select your preferred products, they will appear in your basket. You can change your mind about a product while in a basket mode.
You will see your order total, with the shipping and VAT charges included.
When you are ready to proceed with the checkout, you will be taken to a form to submit your billing and shipping details.
You will be charged only after you decide to place your order.
Order Confirmation Email: A confirmation of receipt of your order will be provided to your given e-mail address after the placement of your order.
In case the payment process is cancelled for any reason, the order is to be also cancelled automatically.
Please always make sure you check your spam/junk mailbox for order/payment communication from us.
Do you have a minimum order?
A minimum order of £250 is required for the purchase of products, which are not currently in stock and have to be shipped from our manufacturers abroad.
Alternatively, you can chose to place your desirable order amount and be put on our waiting list. Your order will be processed as soon as we have received a number of orders of total amount of the required minimum order.
Be welcome to contact us at hello[at]whitemotive.com for any related queries. Our responsive customer service is here to help and assist you in the best way.
Do I need to register to place an order?
You can place orders on our website without registration.
It is your responsibility as our Customer to always provide accurate and up-to-date information in relation to your order.
By registering on our website, you can easy up the customer service. Creating a Customer’s account with us will enable keeping track of your orders and better responding to potential issues in due time.
What are your payment options?
We accept Direct Bank transfers, Credit and debit card payments, PayPal payments, and Cheque payments.
We accept most major credit and debit cards.
We use Stripe Services for the card payment handling service and as a Payment service provider.
We reserve the right not to accept certain payment methods at certain times, or to propose the change of the method of payment of a specific order, if your chosen method as our Customer does not function for any reason.
Is VAT included in the prices?
All the prices of products available for sale on our website are final total per item and you will not be further charged, besides the shipping charge.
What are your shipping costs?
We deliver across UK Mainland.
The shipping cost will be displayed in your basket after selection of products and will be calculated during the checkout process.
We use a flat rate with a percentage added depending on the weight of the order.
Postage, packaging, and handling costs are included in the shipping costs.
What are your delivery times?
* Please be aware that currently, Tweedmill lead times start from April.
If a product is in stock with us it will usually take between 2-3 days to be delivered to you.
For products that have to be ordered in from a manufacturer it will normally take around 5-12 working days for us to receive the product (when the manufacturer has the product in stock), and a further 2-3 days for us to ship to you. If a product is out of stock with a manufacturer it can take up to 15-18 working days for the product to be received in the UK by us and then a further 2-3 days for us to deliver to you.
Please check the lead time with us prior to ordering if an order is urgent. We do our best to assist you get your order as soon as possible and minimize the inconvenience of waiting times.
If a delivery is significantly delayed, we will contact you to let you know. Please contact our customer service at help(at)whitemotive.com for requests / queries in terms of delivery.
What are your terms of delivery?
Once the order has been shipped to you, we cannot accept responsibility of any damage or loss of the products you have ordered.
If the packaging appears to be damaged, please do not accept the shipment.
If the products have been damaged as come from the Manufacturer when shipped to you, you have the right to request a replacement, to return them, and to be refunded.
At present, we deliver through different couriers in order to ensure the most suitable delivery options to your best convenience as our Customer.
What is an order-in product?
At present, our policy is to order-as-you-go.
We do not hold a large inventory, and request your exact selection of products freshly and promptly from the manufacturer at the time of your order and received payment.
This is for business efficiency purposes, and to guarantee the most accurate availability of products.
What is a Special Order terms product?
Some of our products are non-returnable.
This means that for those we can only accept returns for manufacturer’s warranty faults.
Such products will be labelled on their listings as Special Order Terms (SOT).
When you place an order, we will send you a SOT form to sign and return to us.
Your order will be processed as usual when we receive your signed form agreeing not to return the product unless of manufacturer’s warranty faults.
Can I exchange or replace a product?
Please refer to our terms and conditions for full details.
Non faulty items can be returned within 14 days. Please request a returns form prior the returning any item. The return postage will be a care of our Customer.
Once the returned product arrives with us, in the same condition as at the time of shipping, meaning it is unused, undamaged, and in its original packaging, we can initiate a replacement or exchange.
The delivery time frame for the replacement or exchange will be the same time as with placement of a new order.
What is your refund and return policy?
You will receive a refund if you tell us within 14 days of receiving your order that you want to cancel it.
You have to return your order in the next 14 days of telling us, and in the same condition as at the time of shipping once you have notified us of its cancellation.
The returned products must be unused and undamaged in their original packaging to be eligible for return. We do not take responsibility if a product is damaged or lost during a return.
3 Oswin Rd
We will refund you within 14 days of receiving the sent back order.
We ship your orders as we receive them from the manufacturer. We do not hold responsibility if a product is faulty, not as described or does not do what it is supposed to. We will still offer you a full refund upon return.
Policy latest update March 2023