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Help for New (or confused!) Customers
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[Welcome] [Your Account] [Browsing] [Selecting] [Checkout & Gift Services] [Order] [Payment]
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Getting Started
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Welcome. We hope that you will find using this website a quick and convenient addition to the way you buy from us. To help you, we have arranged our products into logical groups (or categories) and themes.
If you have any problems, please feel free to let rip!
These features should help make your shopping experience even easier.
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Your Account with Us
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To buy, we ask you to create a simple account with us. We especially need to know your delivery address in order to calculate the delivery charge.
Provided you have items in your basket you can set up an account either when you have finished shopping or part way through the process by clicking the 'go to checkout' option at the bottom of the 'basket' page.
Setting up an account does not commit you to placing an order. The advantage in setting up an account is that your details, including order history (except payment details)
are kept for your future use (including multiple delivery addresses).
If privacy concerns you, please read our section on security and privacy.
Provided you complete the details required, you will be sent an 'Activation' email to the address you provide. Please note that if you use a spam filter, please add customerservice@worm.co.uk to your address book to avoid problems receiving this email.
You do not have to wait to receive this email to continue shopping, however you will need to activate your account when you visit us again or if you do not make a purchase on this occasion.
Please note that as a measure to combat fraud, delivery can only be made where we have the paying cardholders address as the registration address, although you will be given the option to specify additional delivery addresses when you place an order.
If you have not received your activation email please check your junk email/spam filter box first before contacting us.
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Browsing Around
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To browse, you can either use the category list (left hand side of your screen) or the category pictures (right hand side) or both (think of them as virtual departments of our shop).
Just click on the area you are interested in and more details will open on the right hand side.
When you find a product of interest, click on its picture and a detailed list of alternative sizes/colours/styles will be displayed.
If you can’t find the item you are looking for, try using the search box or use the ‘ask a question’ button to send an email to us.
Home page: The home page (think of it as our front door) can always be accessed either by clicking on our logo in the top left corner or by clicking on the ‘home’ tab.
Search box: The search box is always on the left-hand side of the screen. If you know what you are looking for, you can search by product, key words such as the product type, or if you know it, our product code. If you still can’t find what you are looking for, please contact us.
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Selecting Items
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To select an item just click on the ‘Add’ button and the item will be added to your basket. Also you can also view similar items in the same price bracket or decorative finish by clicking on ‘click here to see other….’ You can alter the quantity you require when you checkout or click the add button again for multiple purchase.
Your basket: You can view the contents of your basket at any time by clicking on ‘Your basket’. The items you have selected are listed, together with the total cost excluding delivery.
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Checkout - I've finished shopping
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When your shopping is complete, go to your basket, check the items and quantities are correct and if necessary, make amendments. When you are happy with your selection click on ‘Go to Checkout’. If you want to remove an item from your basket, amend the quantity to zero or click on the remove button next to the item you wish to delete. You’ll still have the chance to make amendments later.
If you have not already logged on or created an account with us, you will now be asked to. When logged on, your order can be viewed in full, together with delivery details and the total cost. You can still make further changes, either to order, account or delivery details at this stage. You can also opt to purchase our Gift Service. This costs from £1.50 and for this we will expertly wrap your items in a suitable giftwrap (normally tissue paper plus cellophane if appropriate) and also enclose a suitable gift card with your own choice of wording (if you require). To select our Gift Service click on ‘Add Gift Service’. If you then decide you do not want it, click on ‘Remove Gift Service’. Please be sure to include your phone number in the account details so that we can clarify any item relating to gift service.
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Placing your order with us
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When you are happy all details are correct, click on ‘confirm order’. This is your final chance to make any amendments, so if you are still happy with the details click ‘create my order’. Your order will be created and you will be directed to a secure payment page maintained by Worldpay to enter your credit card payment details. For full details on Worldpay please see the section on security.
If you need any help with placing an order please email the customer services department or telephone 0845 6052505 between 9.30pm and 5.30pm. Outside these hours you may have to leave a message. We aim to get back to you by phone or email within 24 hours.
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Payment options
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We offer a number of ways for you to pay for your order online, including: Visa; MasterCard; Delta; Maestro; and Solo;
If you wish to pay by cheque, please submit your order, but do not click on the payment link. Forward a printed copy of the order instead, together with your cheque and bank card details to the address detailed in our contact section. Orders paid by cheque will take much longer to despatch as we wait for full cheque clearance before shipping. Credit/Debit cards are much more preferable and more secure.
At the moment we do not accept gift vouchers online although they may be purchased and used in our shop.
Authorised Trade Account customers can either pay by credit card as above or pay on account provided this has been approved and you are within your credit limit.
When we have received your order and payment confirmation we will begin to assemble your order. Please see the sections on orders for further details.
When ordering for the first time please take the time to read our terms and conditions, delivery details and returns policy before ordering with us.
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Shopping with Us
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[Website Info] [Buying guides] [Prices] [Guarantees] [Helplines] [Vouchers] [Security/Privacy] [T&C’s]
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Website Information
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Accessibility
We’ve tried our best to ensure that using our site is easy for most users, however if you spot something that doesn’t work for you, please let us know and we’ll try and fix it.
The site can be best viewed at a resolution of 1024 x 768 using any browser.
We are aware of an unresolved issue when using IE5.1 on a Mac, however have taken the view that as this browser is on the way out for Mac users it is low on our priority list. In any case the issue only relates to the ‘category list’ being permanently open so the performance is not significantly impaired.
Also if using the same browser, your character set is set to Western (Mac) some punctuation marks may not appear correctly. To avoid this set your character set (View/Character Set) to either Western (latin1) or Western (windoze).
Navigation
Our selection can be browsed by picture (right hand side) or category list (left hand side). The pictures are as representative of the categories as possible.
Font sizes
Use your web browser to select your preferred font size. At sizes over 200% of normal you might experience some readability problems.
- For Microsoft Internet Explorer: select View and then Text Zoom/Text Size and select your preferred size.
- For Netscape: select View, then Text Zoom and select your preferred size
- For Safari: select view Text Size and use the icons increase or decrease
- For Firefox: select View and then Text Size and increase or decrease
Pop up and new browser windows
Pop up windows are created for the user to view:
All other external websites
When clicking the ‘More info’ button
Large images of items
Some Error messages
Keyboard Access
In our experience the best way to enable keyboard access only, when a mouse cannot be used, would be to programme the function keys to perform specific tasks.
Cognition
We believe that the site is laid out in a logical fashion and uses plain English where possible. If you spot any jargon or pretentious bull please let us know!
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Buying Guides
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We hope to bring you a range of guides to help you plan for the type of products we sell. At this stage if there is a particular aspect you would like some information on please click use the ‘Ask a question’ feature on the product pages. This will help us with the areas we where we need to develop guides first.
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Prices
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Our prices online are the same as in our shop, or at least that is what we aim to do! From time to time we may run promotions with slightly different timings and run offers that only are available in one place, but on the whole, they are the same, competitive prices. Our aim is to offer value for money without going bust. If you have bought a product from us that you subsequently find cheaper elsewhere, please let us know. If you do contact us in this regard please confirm the name and location of the store where you found it.
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Guarantees
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We always honour the manufacturer's guarantee period where offered; these are usually one year unless otherwise stated. Please see individual product pages for details. Please make sure you take note of any specific product care requirements, particularly with products that will be used outside.
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Helplines
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If you need any help with placing an order please email customer services department or telephone 0845 6052505 between 9.30pm and 5.30pm. Outside these hours you may have to leave a message. We will get back to by phone or email within 24 hours.
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Gift Vouchers
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Vouchers for use in our shop are available in denominations of £10, £20 and £50. At this stage they can only be purchased and used in the shop and cannot be used online.
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Security & Privacy
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Forgotten password
If you have forgotten your password, all you need to do is enter your email address on the ‘Your Account’ page, check the box marked ‘password reminder’ click continue and we will email you your password information. Then simply follow the instructions in the email to change your password to something more memorable.
Privacy promise
We place the highest importance on your privacy, and we promise never to release your personal details to any outside company for mailing or marketing purposes.
When you make a purchase from our website, we collect certain personal information from you (the details you complete in ‘Your Account’). All such information is held on secure servers and can only be accessed by trained personnel. The Worm that Turned complies fully with all applicable Data Protection and consumer legislation, and will treat all your personal information as fully confidential.
In order to serve you most efficiently we retain a reputable third-party banking company ‘Worldpay’ to handle all our credit card transactions. Worldpay is owned by The Royal Bank of Scotland plc. They receive the information needed to verify and authorise your payment card and to process your order. World pay is under strict obligation to keep your personal information private. We do not have access to and therefore do not store any credit card data. To see their privacy and security policy see WorldPay Shopper Help.
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Security Policy
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Secure payments
We realise how important it is to securely store any credit card information that you provide. In order to serve you most efficiently we retain a reputable third-party banking company ‘Worldpay’ to handle all our credit card transactions. Worldpay is owned by The Royal Bank of Scotland plc. Worldpay maintains the highest levels of security. Their site uses high-level SSL encryption technology, the most advanced security software currently available for online transactions. You can therefore rest assured that we take the privacy and security of your payment very seriously. To see their privacy and security policy see WorldPay Shopper Help.
You can tell whether a page is secure as 'https' will replace the 'http' in your browser address window. A small locked padlock will also appear in the bottom bar of your browser window.
The ‘Your Account’ section of the site is not currently secured to the same level, therefore if you are concerned in any way about the password data that is transmitted in relation to ‘Your Account’ we suggest that you use a password that you don’t use for secure transactions.
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Terms & Conditions
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Hey! - it shouldn’t be necessary, but in this crazy world we live in, read this please...
Important Notice
This site contains information for the personal reference of users about The Worm that Turned Ltd, their products, the products they are licensed to distribute and the procedures for making creative submissions to The Worm that Turned. This screen contains the terms upon which you may access the information provided by The Worm that Turned. By accessing any page of our website and/or ordering products from us, you agree to be bound by these terms. If you do not agree to be bound by these terms and conditions you may not use or access this Website.
Before you place an order, if you have any questions relating to these terms and conditions please contact us by e-mail, telephone 0845 6052505 between 9.30pm and 5.30pm. Outside these hours you may have to leave a message. We will get back to by phone or email within 24 hours.
Definitions
"Conditions" means these terms and conditions and the Special Conditions; "Product" means a product displayed for sale on the Website; "Product Description" means that part of the Website where certain terms and conditions in respect of the individual Product are provided; "Special Conditions" means the terms and conditions in the Product Description; "Users" means the users of the Website collectively and "You" means a user of this Website; "Personal Information" means the details provided by you when you create an account with us; "We/us" means The Worm that Turned Ltd; "Website" means the website located at www.worm.co.uk or any subsequent URL which may replace it; "Cookies" means small text files which our Website may place on your computer's hard drive to store information about your shopping session and to identify your computer; "United Kingdom" means England, Wales, Scotland, Northern Ireland but for delivery purposes does not include the Channel Islands.
Use of the website
Access
You are provided with access to this Website in accordance with these Conditions and any orders placed by you must be placed strictly in accordance with these Conditions.
Registration
You warrant that:
The Personal Information which you are required to provide when you create a shoppers account as a customer or trade account as a trade customer is true, accurate, up to date and complete in all respects; and
You will notify us immediately of any changes to the Personal Information by updating the details on your account.
You agree not to use a false name or false details in any item of Personal Information.
Privacy policy
We will treat all your Personal Information as confidential (although we reserve the right to disclose this information in the circumstances set out below). We will keep it on a secure server and we will fully comply with all applicable UK Data Protection and consumer legislation.
When you shop on this Website, we will ask you to input and will collect Personal Information from you such as your name, e-mail address, invoice address/delivery address, telephone number, product selections and a password. We may also collect information about where you are on the internet (eg the URL you came from, IP address, domain types like .co.uk and .com), your browser type, the country and telephone area code where your computer is located, the pages of our website that were viewed during your visit, and any search terms that you entered on our website ("User Information"). We may collect this information even if you do not register with us.
You should be aware that this site is being monitored and may capture information about your visit that will help us improve the quality of our service.
We confirm that any Personal Information which you provide to us or which is available on public registers and any User Information from which we can identify you, is held in accordance with the registration we have with the Data Commissioner's Office. We use your information only for the following purposes:
Processing your orders;
For statistical purposes to improve this Website and the service to you;
To modify website content;
To administer this website;
If you consent, to notify you of products or special offers that may be of interest to you.
You agree that you do not object to us contacting you for any of the above purposes whether by telephone, e-mail or in writing and you confirm that you do not and will not consider any of the above as being a breach of any of your rights under the Privacy and Electronic Communications (EC Directive) Regulations 2003 or any subsequent act with a similar intent. When you create a shoppers account while ordering online you will be given the option to receive information from The Worm that Turned about products, promotions or special offers which we feel may be of interest to you. You understand that you can unsubscribe from receiving such marketing information from us at any time but understand that we may need to contact you for reasons other than to provide information about our products.
The relevant parts of Your Personal Information may be disclosed to reputable third parties who will help process your order. The Worm that Turned requires all such third parties to treat your personal information as fully confidential and to fully comply with all applicable UK Data Protection and consumer legislation from time to time in place. We will not release your Personal Information to any company outside of The Worm that Turned for mailing or marketing purposes.
If we are requested by the police or any other regulatory or government authority investigating suspected illegal activities to provide your Personal Information and/or User Information you should be aware that we are entitled do so.
When entering any of our competitions or prize draws, you provide your name, email address and mailing address. If you win, we will send the prize to the address entered and notify you by email. When you enter a contest or prize draw, you are also included in our newsletter list to receive notice of promotions, specials and new additions to the Website. You may unsubscribe from this news list by following the unsubscribe instructions in any email received.
We don’t currently use Cookies, however we reserve the right to do so in future to further enhance the usability of the Website. If you set up your browser to deny Cookies this may limit your use of the site.
It is your responsibility to check if we have updated our policies and terms and conditions.
Indemnity
You agree fully to indemnify, defend and hold us, and our directors, employees, agents and suppliers, immediately on demand, from and against all claims, liability, damages, losses, costs and expenses, including legal fees, arising out of any breach of the Conditions by you or any other liabilities arising out of your use of this Website, or the use by any other person accessing the Website using your account and/or your Personal Information.
Our rights
We reserve the right to:
modify or withdraw, this Website (or any part thereof) without notice to you and you confirm that we shall not be liable to you or any third party for any modification to or withdrawal of the Website; and/or
change the Conditions from time to time, and your continued use of the Website following such change shall be deemed to be your acceptance of such change.
Third party links
To provide increased value to our Users, we may provide links to other websites or resources for you to access at your sole discretion. Typically but not always, this will open on a new window. You acknowledge and agree that, as you have chosen to enter the linked website we are not responsible for the any aspect of these sites and as such cannot be held responsible for them.
Purchase of products
Orders
We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order secure, but in the absence of negligence by Us, We cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the Website.
Our Returns policy is incorporated into these Conditions.
Contract creation and electronic contracting
The stage that create the contract between you and us are as follows:
1. You place the order for your products on the web-site by pressing the create my order button at the end of the check-out process.
2. We will send to you an order acknowledgement email. This is not an order confirmation or order acceptance from The Worm that Turned.
3. As your order leaves us we will send you a despatch confirmation email.
Order acceptance and the completion of the contract between you and us will take place on the despatch to you of the Products ordered unless we have notified you that we do not accept your order or you have cancelled it in accordance with the instructions.
Non-acceptance of an order may be a result of one of the following:
- The product you ordered being unavailable from stock.
- Our inability to obtain authorisation for your payment.
- The identification of a pricing or product description error.
- You not meeting the eligibility to order criteria.
- A reasonable suspicion on our behalf that the delivery address is unknown to the person whose card is making the payment and that the goods have been ordered fraudulently.
The contract will be concluded in English.
Contract cancellation
Please note that you are entitled to cancel this contract if you want to, provided that you do this no longer than fourteen working days after the day on which you receive the Products.
If you wish to exercise your right to cancel this contract prior to order despatch, click on the link and follow the procedure set out in the How do I change or cancel an order section. If your order has already been despatched please follow the procedure set out in our Returns policy.
Please note that your right to return Products does NOT apply to Products that fall into the following categories:
- Goods made to your specification (for example, water features, bespoke Christmas cards)
- Perishable goods (for example plants and food)
- CD, DVD, tapes or other recording media, software or videos if their seal is broken.
Description of products
Each Product purchased is sold subject to its Product Description which sets out additional Specific Conditions related to that Product including, without limitation, terms and conditions concerning estimated delivery dates and times, warranties, after-sales service and guarantees.
We will take all reasonable care to ensure that all details, descriptions and prices of Products appearing on the Website are correct at the time when the relevant information was entered onto the system. We are not infallible and although we aim to keep the Website as up to date as possible, the information including Product Descriptions appearing on this Website at a particular time may not always reflect the position precisely at the moment you place an order. We cannot confirm the price of a Product until your order is accepted in accordance with our Order acceptance policy.
Payment
All prices are inclusive of VAT (where applicable) at the current rates and are correct at the time of entering the information onto the system. The total cost of your order is the price of the Products ordered plus delivery charges as set out in the Delivery section of this Website. Payment can be made by any of the methods specified in the Payment section of this Website and payment will be debited and cleared from your account as set out in the Payment section of this Website.
You confirm that the credit, debit or store card that is being used is yours.
All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to or does not, for any reason, authorise payment to us, we will not be liable for any delay or non-delivery.
Unlike most greedy high street retailers we do not try and deny the taxman his dues and therefore a 2.5% fee is NOT included in the cost of your purchase to fund some dubious VAT avoidance scheme set up by some fancy accountants.
Refusal of transaction
We reserve the right to withdraw any Products from this Website at any time and/or remove or edit any materials or content on this Website. We may refuse to process a transaction for any reason or refuse service to anyone at any time at our sole discretion. We will not be liable to you or any third party by reason of our withdrawing any Product from this Website whether or not that Product has been sold; removing or editing any materials or content on the Website; refusing to process a transaction or unwinding or suspending any transaction after processing has begun.
To be eligible to purchase Products on this Website and lawfully enter into and form contracts on this Website under English law you must:
- Register by providing your real name, phone number, e-mail address, payment details and other requested information
- Be over 18 years of age
- Stipulate a delivery address in the United Kingdom. Please note that PO box numbers, hotels and accommodation addresses are not acceptable
- Possess a valid credit or debit card issued by a bank acceptable to us
By making an offer to buy a Product, you specifically authorise us to transmit information (including any updated information) or to obtain information about you from third parties from time to time, including but not limited to your debit or credit card number or credit reports, to authenticate your identity, to validate your credit card, to obtain an initial credit card authorisation and to authorise individual purchase transactions.
Returns
Returns should be made in the original, undamaged packaging, and we reserve the right to withhold a percentage of the refund value of returned goods if the product or packaging is in such a condition that the item needs to be reduced in price for resale by us. Please note that we do not typically sell off goods damaged in this way and therefore in the event of damaged packaging that is essential to the product the percentage reduction could be significant.
Installation
Any installation carried out by installers whose details are provided by The Worm that Turned is covered by the contract between you and the installer. Therefore we can accept no liability for claims arising from installation of products purchased from us, and in the event of any queries or problems arising from work carried out by the installers, customers must contact the installer concerned.
We strongly advise that you arrange for your installer to call the day after scheduled delivery at the earliest, since we are unable to guarantee a delivery time of day.
The Worm that Turned Gift Vouchers
The Worm that Turned gift vouchers can be exchanged for goods in The Worm that Turned shop, but cannot be used to purchase goods online at or over the telephone from The Worm that Turned without prior arrangement.
Gift vouchers may not be exchanged for cash.
General
Sale of Products
Products advertised in this site are not available for sale by The Worm that Turned in all countries and places and are only offered for sale by The Worm that Turned where they may be lawfully offered for sale and as indicated in the information displayed about the particular products. The Worm that Turned is not offering the products for sale in any other countries or places.
Orders are subject to availability of stock and The Worm that Turned does not guarantee that at any particular time a product will be available. The Worm that Turned reserves the right to withdraw any product displayed in this site from sale at any time. The Worm that Turned also reserves the right to supply a lesser quantity.
Intellectual Property
All copyright in this site and the images and other works displayed in this site is the property of The Worm that Turned or of the licensor or supplier of the products displayed. For information on these copyrights, see the notices on the pages throughout this site.
The Worm that Turned logos and worm image are the trade marks of The Worm that Turned Ltd.
All other trademarks which appear in this site are the property of the various third parties as indicated. For information on these trademarks, see the notices on the pages throughout this site.
Users of this site must not:
- use or reproduce any of the trade marks that appear in this site;
- use the material in this site for any purpose other than as a source of information on, or for the purchase of, The Worm that Turned products;
- download, distribute, modify, copy, or otherwise reproduce any of the material in this site without the express written permission of The Worm that Turned Ltd.
Limitation of liability
While we will try as hard as we can to check the accuracy of any information we place on the Website, we make no guarantees, whether express or implied in relation to its accuracy.
We cannot guarantee that the Website will meet your requirements or will be uninterrupted, timely or error-free, that defects will be corrected, or that the site or the server that makes it available are free of viruses or bugs or represents the full functionality, accuracy, reliability of the Website. Nonetheless we will do the best that we are able to.
We will not be responsible or liable to you for any loss of content or material uploaded or transmitted through the Website.
To the fullest extent permissible under applicable law, we disclaim any and all warranties of any kind, whether express or implied, in relation to the Products.
This does not affect your statutory rights as a consumer, nor does it affect your Contract Cancellation Rights.
We will not be liable, in contract, tort (including, without limitation, negligence), pre-contract or other representations (other than fraudulent or negligent misrepresentations) or otherwise out of or in connection with the Conditions for:
- any economic losses (including without limitation loss of revenues, profits, contracts, business or anticipated savings); or
- any loss of goodwill or reputation; or
- any special or indirect losses,
suffered or incurred by that party arising out of or in connection with the provisions of any matter under the Conditions.
Nothing in the Conditions shall exclude or limit our liability for death or personal injury resulting from our negligence or that of our servants, agents or employees.
Severance
If any part of the Conditions shall be deemed unlawful, void or for any reason unenforceable, then that provision shall be deemed to be severable from the Conditions and shall not affect the validity and enforceability of any of the remaining provisions of the Conditions.
Waiver
No waiver by us shall be construed as a waiver of any proceeding or succeeding breach of any provision.
Entire agreement
These Conditions govern our relationship with you. Any changes to these Conditions must be in writing and signed by both parties. In this way, we can avoid any problems surrounding what The Worm that Turned and you are expected to do.
You confirm that, in agreeing to accept the Conditions, you have not relied on any representation save insofar as the same has expressly been made a term of these Conditions and you agree that you shall have no remedy in respect of any representation. Your Statutory Rights are not affected by these terms and conditions.
Nothing in this Clause shall limit or exclude our liability in respect of any fraudulent or negligent misrepresentation whether or not such has become a term of the Conditions.
Law
The Conditions shall be governed by and construed in accordance with the laws of England and you irrevocably submit to the exclusive jurisdiction of the courts of England.
Contact worm.co.uk
The registered company address of The Worm that Turned Ltd is:
West Wing, The White House
Loughborough Road
Hoton
Loughborough
Leicestershire LE12 5SF
Company registration number: 3623114
Contact details for worm.co.uk are set out in the Contact us section of our Website.
The Worm that Turned Ltd Loughborough England LE12 5SF
Registered in England and Wales
Reg No. 3623114
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Delivery & Returns
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[Stock Status] [Charges] [Availability] [Further Delivery Q’s] [Returns]
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Stock Status
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Every item has a stock status icon next to it. This was the stock status this morning. If an item rapidly runs out of stock, the stock status might not be updated until the next day. The key at the bottom of each product page explains the icons, however they are explained here in more detail:
 = item in stock
Stock is available to order. In certain circumstances we may run out of stock in the time your order is being collated, however as soon as we are aware a product is out of stock we will update the status. If you order an out of stock item that was marked as in stock we will immediately contact you for instructions.
 = low stock
This means what it says! The stock level is low and whilst we do not aim to be out of stock, the status could alter later in the day, either up or down depending on circumstances. If your order is time dependent it might be worth checking with us first either by email or telephone.
 = currently out of stock but a delivery is due in soon or the item is new and we are waiting our first delivery.
The remarks alongside Availability will include our expected wait for the item. Use the ‘ask a question’ button to send us an email if you are unsure. We will email you when stock has arrived and if requested, reserve stock for you for up to 2 days.
 = made to order.
The item is either bespoke or only available in large quantities. Typically, you may not be able to order this item on-line and the remarks alongside Availability give an indication of the manufacturing time from confirmation of order. Please use the ‘ask a question’ button to detail your requirements as instructed.
 = sold out.
Usually when a line is marked as sold out we are unable currently to get further supplies, however we will normally be looking for a replacement. If a product is discontinued entirely and we cannot find a suitable replacement it will normally be taken off the site eventually, however it is probably worth using the ‘ask a question’ button to get specific detail on the latest position.
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Charges
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FREE Standard delivery1
when the order value to one address is over £150 or
over £39 if delivered within a 15 mile radius2 of central Nottingham
| Delivery Option |
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Basket Value |
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Basic Charge |
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Normal Delivery Time |
| Small Order/Package |
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below £11.99 |
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£2.95 |
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2/5 days |
| Nottingham Option2 |
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above £39 |
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Free |
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within 4/5 days |
| Standard Delivery1 |
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Between £12-£21.99 |
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£4.95 |
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within 4/5 days |
| Standard Delivery13 |
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Between £22-£150 |
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£5.95 |
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within 4/5 days |
| Free over £150 |
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Over £150 |
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Free1 |
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within 4/5 days |
Next Working Day delivery
We do not currently offer this service, however if your order is this urgent please call customers service (0845 6052505) to discuss it and we will try to help, provided you call before midday. An extra charge may be payable but you will be advised of this at the time.
1Some items are marked with a heavy delivery surcharge. This surcharge is made irrespective of total order value and is added after the other totals have been calculated.
2The offer of free delivery for orders over £39 and roughly within a 15 mile radius of Nottingham city centre has to be controlled by your post code. This means that there could be some properties further away that qualify and some much nearer that don't. We've done our best to avoid these issues but if you feel let down by the application of this rule and it troubles you, please let us know. Post codes that qualify in this way are all NG codes, all LE12 codes and all DE7,DE21, DE55, DE74 and DE75 codes. We normally deliver these items using our own vehicles so please do not use these post codes unless they are correct otherwise your order will be delayed. The heavy item surcharge currently does not apply to local deliveries. Please note that the delivery charges are based on the delivery address and not your registration address. It would have been easier just to charge everyone the same like most websites do, but we've tried to go that extra mile for our local customers so please don't beat us up if we occasionally get it wrong or if you aren't local.
3Delivery addresses in certain locations attract an additional charge that reflects the additional costs of delivery. Currently a small additional charge of 50p is levied for baskets over £22 for addresses in the London Congestion Zone. This is less than our additional cost in most cases. Delivery addresses for baskets over £22 in The Highlands and Islands will be charged an additional £9 for delivery, however if we are able use Royal Mail for your order we will look to refund the difference. If in doubt please call us (0845 6052505).
No-one likes delivery charges, least of all us. However unlike some web retailers, who hide their delivery costs in the product price, we endeavour to charge the same prices in our shops as we do on-line. For this reason you may find our delivery charges higher than others, but for an average basket the total cost is likely to be the same or cheaper. We also try to make the majority of our products available to order on-line not just a few easy-posting items. We use Royal Mail and in particular support our local village Post Office where we can, however for more expensive and heavier items we need to use couriers. Their charges depend on weight and parcel size. Thus coming up with a simple formula for calculating delivery charges is not easy and we are always reviewing this area to ensure the charges are fair. This is the best we can do at the moment but please be assured that if your delivery charge dramatically exceeds our total costs in getting it to you, we will refund the difference. If you think you've been overcharged for delivery please do let us know and we'll consider your case. Your order does matter to us, but we must try and ensure that the costs of delivering items are more or less covered by the charges we make, otherwise we would go out of business.
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Availability
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Every stock item has an Availability message next to it. This lets you know how soon you are likely to receive this item if ordered with other items of the same availability. Please note:
- Items may be sent out from multiple locations and therefore may arrive separately, but you will not incur additional delivery charges as a result.
- If you wish to have items sent to separate addresses, please complete a separate account and order for each address. Separate delivery charges will apply to each address, except if the value of each order is over £150 or £39 within the 15 mile radius of Nottingham2.
- Items available immediately will usually be delivered to you any time between 9am and 5.30pm Monday to Friday.
- If you have ordered any items where the availability is more than 7/10 days, you will be telephoned or emailed to discuss delivery.
- We cannot guarantee delivery within these timescales to a small number of remote rural areas.
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Further delivery questions
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When will my products be delivered?
Do you have an installation service?
Do you deliver or send products outside the United Kingdom?
Do we deliver to your address?
Are there any places where delivery might take longer?
What if I'm not in when you deliver?
When will my products be delivered?
After you have placed your order online, we will send you an order confirmation email with the subject 'Thank you for your purchase from The Worm that Turned’. In the 'What happens next?' section of this email you will find information about when your products will be delivered.
If you haven’t received this email within 24 hours of placing your order or your products have not been delivered within the timescale stated in the email, then please send our Customer Service team an email or telephone 0845 6052505 between 9.30pm and 5.30pm. Outside these hours you may have to leave a message. We will get back to by phone or email within 24 hours.
Do you have an installation service?
Any item that requires skilled installation such as water features or a very heavy item is specified in the product description for that product. If installation is a separate cost, we have, where possible arranged the online option of having it installed for you, however this may not be possible in all circumstances and we may have to discuss the details of it with you first. Please feel free to ask questions about installation and we will try and help.
Do you deliver or send products outside the United Kingdom?
We do not normally deliver to the Republic of Ireland or send products outside the UK, including BFPO addresses unless you have an approved trade account with us. However, customer services will try and help. Please email for more information and a quotation.
We also reserve the right not to deliver orders if we believe the address is not secure, for example, to a communal postal address or PO Box. If this affects an order you have placed, we will notify you as soon as possible.
Do we deliver to your address?
We deliver to most postal areas in the UK. Delivery of certain products to the Channel Islands, Isles of Scilly and the Isle of Man may not always be possible. We will email you in the event of a problem.
Are there any places where delivery might take longer?
There are a small number of postcodes, usually in remote rural areas, where we cannot guarantee delivery within our usual timescales. If other items take extra time to reach you, then there's every liklehood ours will too.
What if I'm not in when you deliver?
Deliveries will usually be made on Mondays to Fridays between 9am and 5.30pm. If you or the intended recipient are not available, each time an attempt is made, our courier will leave a card at the delivery address confirming that they have tried to deliver. Follow the instructions on this card to rearrange delivery or to collect your products.If the item is relatively small or light we may use Royal Mail from time to time and in these circumstances these arrangements may not apply. You can specify an office address for delivery, but obviously we cannot accept responsibility for items lost by your postal department!
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Returns
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If you are unhappy in any way with your purchase, you can send it back to us to receive an exchange, credit note or full refund. However please follow the instructions to minimise the cost to you. To return or exchange a product you may do so within 14 days of the date of delivery. The product you wish to return must be in a saleable condition in its original, undamaged packaging, and we will consider the overall condition of the product being returned when making a refund or partial refund. This does not affect your statutory rights in the event of faulty goods.
Please remember that you are responsible for the condition of the product until we receive it. Do not send fragile goods via Royal Mail or other such courier without insurance. Always retain proof of postage. Items are returned to The Worm that Turned at your own expense.
We will write to confirm your return has been processed. You will receive your refund credit or exchange (when in stock) within 2 to 3 weeks after you post the goods back to us.
If the reason for your return is ‘damaged upon receipt’ please state this clearly in the documentation supplied with the order. This does not affect your statutory rights.
Returns can be made through either of these options:
1. Return via post/courier
Please return the item(s) in their original or similar packaging within 14 working days to the address below. Please enclose your delivery note or invoice to help us process your return.
The Worm that Turned Ltd
Returns Department
120-122 Derby Road
Nottingham
NG1 5FB
2. Returns via a our shop
Simply take the despatch note and the product you wish to return or exchange to the shop (address above) and tell the sales assistant you bought it online.
Please note:
We will refund the price of the item to the purchaser or exchange the product once it is received by us. A refund of the delivery charge will only be given in the instance of incorrect, damaged or faulty goods.
Exceptions
With the exception of faulty merchandise, for hygiene and safety reasons we cannot exchange or accept the return items which have been opened and used.
We cannot accept returns of CDs, DVDs, tapes or other recording media, software, videos or toiletries if their seal is broken. We also cannot accept the return of goods made to your specification, or perishable goods such as food, flowers or plants. This does not affect your statutory rights.
If you would like to discuss the exchange or return of any item, please email our Customer Service team or telephone on telephone 0845 6052505 between 9.30pm and 5.30pm. Outside these hours you may have to leave a message. We will get back to by phone or email within 24 hours.
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Information about your order
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[Change] [Check Status] [Problems] [History]
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Change or cancel an order
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If you wish to change or cancel an order:-
- contact our Customer Service team on 0845 6052505 any time between 9.30am and 5.30pm, 7 days a week.
- Please have to hand the order number and date the order was placed. Outside these hours, please leave a short message and we will return your call within 24 hours.
- An order cannot be considered changed until it is confirmed by email.
If your products have already been delivered, then you will need to follow our returns procedure.
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Check what is the current status of your order
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To check your order status, just click on the Your account link at the top left of the
page, sign in, and then select Order History at the top of the page.
The order status is displayed for all of your orders. To check the order detail, just click on
the relevant order number. For order of multiple items we will always display the status of the
least advanced item through the system. Status changes can occur regularly but are mainly a
manual operation, so at busy times can be slightly behind the actual situation. If you have any
queries about the status of your order please call or email us.
Order received = your order has not been processed yet. We are waiting payment
confirmation.
Payment confirmed = we can confirm that payment has been made.
Stock Reserved = we have begun processing your order but it is not yet ready for
despatch. We may be waiting for one or more items and if there is any anticipated delay we will
contact you about it.
Picked for packing = All the items are in the packing area and in the queue for
packing.
Despatching soon = your order is packed and is ready to ship but has not physically
left.
Part Despatched = part of your order has been despatched and we have contacted you with
the details.
Despatched = your full order has left our warehouse. You will receive an email confirming
despatch.
Complete = your order was delivered over 28 days ago. We have not heard of a problem.
This order is fully complete.
Query under investigation = there is a query regarding the order. Either we’re looking
into it and will get back to you or we have sent you an email requiring an answer.
Cancelled = your order has been cancelled by either you or us.
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Problems with your order
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If you find that your order has only been partially delivered, this may be because other items are being despatched from a different location. However, if your order is obviously incomplete, over-delivered or damaged, or if you wish to change or cancel your order, please email our Customer Service team or telephone 0845 6052505 any time between 9.30am and 5.30pm, 7 days a week. An order cannot be considered changed until it is confirmed by email.
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Your purchase history
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To find out more information on your past orders, please sign into your account then look at Order History. Order history is kept for at least 2 years.
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Enough about You – What about us!
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[Contact Us] [All About Us] [Working with Us] [Our Shop]
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Contact Us
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It may sound like a bit of a patter, but honestly, truly, we really do like hearing from customers about both the good and the bad of dealing with us. We passionately believe it is the only way we can learn.
There are many different ways to contact us depending where you are on the time/space continuum.
Email
Enquiries by email generally get answered more quickly: garden@worm.co.uk for queries relating to ‘Outdoor Space’ items or mail@worm.co.uk for all other issues.
If you know the name of the person you want to reach: firstname.lastname@worm.co.uk
Mail
Write to us at either:
THE SHOP:
120-122 Derby Road, Nottingham, NG1 5FB Or
WORLD HEADQUARTERS and REGISTERED ADDRESS:
West Wing, The White House
Loughborough Road
Hoton
Loughborough
Leicestershire LE12 5SF
UK
If you don’t want to pay for the stamp and live in the UK:
FREEPOST WORM THAT TURNED
No other detail required, however mail sent in this way does take some time to reach us.
Phone
From the UK: 0845 6052505 (charged at your local rate)
From outside the UK: +44(0)115 9482800
Fax
01509 889067
Website
The product pages of this site all have a link titled ‘ask a question’. By clicking on this link a new window will open with the opportunity to ask a question without having to open your email program.
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About us
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People
Stuart and Heather Isbister, founders and directors of The Worm that Turned and Bridge Marketing Services met when they both worked at Boots plc as buyers.
Stuart left Boots in 1988 and has held a number of directorships in marketing services businesses since that time.
Heather continued at Boots until 1996 where she was instrumental in developing their gift shop offer and other successful gift ranges. She subsequently advised a number of retailers including WHSmith, Boots and Woolworths on a wide variety of projects.
Their love of gardening and a mission to ‘revitalise the earth’ has led to this, their latest (ad)venture.
Colleagues have since joined from a wide variety of backgrounds and in time we’ll introduce them on the gossip pages.
The Worm that Turned background
The directors have been involved in product and retail development all their working lives but often have felt frustrated both by the lack of speed of implementation or the watering down of ideas that happens when working for or advising large corporate bodies. They decided in the Autumn of 1998 to concentrate on internal product development; the put up and shut up strategy.
The Worm that Turned and our first six ranges of products were launched at the 1999 Spring Fair at the NEC in Birmingham. In 2004 they launched their first retail venture in Nottingham, England. More are planned.
The company is a wholly owned subsidiary of Bridge Marketing Services Ltd, which was established in 1992.
Where’s the name from?
Well you’ve got to admit; it’s rarely forgotten! The name is the outcome of a boozy lunch in those halcyon daze when like all start-ups, the question: ‘what are we going to call it?’ took ages to answer and needed to be alcohol fuelled. It is designed to give the company flexibility and recognises that few companies end up how they first set out. It also reflects our origins as buyers. We later established the origin of the phrase as coming from Shakespeare’s Henry VI Part 3 Act II “the smallest worm will turn, being trodden on” and not the highly original “Two Ronnies” sketch bearing the same name which dealt with a mythical world where women ruled and men conspired overthrow them.
NB Message to current buyers; it’s cold outside, be warm and take risks. Message to Two Ronnies: Thank you.
Mission
‘To revitalise the earth’!
Success to date
See the gossip, tips and rumours and rants section for more detailed information, but in general terms we have had lots of small ‘wins’ and a few bigger ‘wins’ are starting to come our way.
We are proud to have sent our product all over the world – a highlight was walking into a trendy boutique in Soho New York and finding our product on the shelves – that’s a real thrill. Prestigious UK department stores and other store groups have all stocked some of our products at one time or another, however we have often lacked the distribution edge of a major supplier. Our main focus currently is undoubtedly the garden store element of our offering, however our ‘plural’ involvement in a number of sectors is healthy as we are able to ‘cross fertilise’ the best ideas.
The first shop opened on October 9th 2004 and has since welcomed thousands of visitors. Most appear to be bowled over by the merchandise and display. To us, it is just how it should be.
Our sense of humour is remaining intact, just –let us know if you find it failing us.
Watch the gossip space for more ‘wins’ or why not help us to create some new ones!
Let us know what you think
We love hearing from anyone who wants to share in the ‘worm’ experience from whatever angle you come from. So, if after examining our website, you think you can help or would like to buy and/or sell our products, go ahead and contact us – make our day!
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Working with us
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Worm is building a great team of colleagues, partners and associates.
The qualities we ask for are common throughout:
- A passion for excellence
- Attention to detail
- Desire to be different
- Honesty and frankness
- Timely delivery
- Proactive involvement
- Anticipation not hindsight
Most of the people who have worked with us know that we are loyal and having these qualities is part of their offering, not because they’ve read this.
As a fast growing company we receive many request from companies and potential employees wishing to work with us. They generally fall into the following categories:
Artists/Creative
Agents
General Employment
Suppliers of garden services
Suppliers of retail products
Suppliers of services
Suppliers of media/advertising space
Suppliers of ‘cheap’ electricity/gas/telephony etc
Suppliers of raw material
Product Suppliers
Financial Partners
Click on the relevant area to see our current requirements
Artists/Creative
We are always interested in talented artists, but are not currently commissioning new work (we rarely publish existing work anyway). The best way to submit work is to send us a representative sample emailed as jpegs or pdf’s. Alternatively you can submit copies of your work (not originals) to our contact address.
However, we are always open to fresh ideas and are not really interested in ‘traditional’ stuff. Specifically we are looking for work that would fit in with the brand positioning featured on this website and genuinely new ideas.
We are also interested at some stage in developing a relationship with a Mac based creative who has experience of our industries to help us exploit our existing catalogue of images and products.
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Agents
We don’t normally employ agents. With a few notable exceptions (she knows who she is) we have always found them a great let down. However, we never say never and in particular we are interested in talking to people interested in licensing the art or the greetings brands found on this website.
If you are interested in please contact Stuart Isbister
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General employment
We are always interested in receiving CV’s from excellent people who are able to work in the East Midlands UK area and will advise of specific vacancies if you ask us to. Vacancies tend to be advertised on the This is Nottingham website.
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Suppliers of garden services
We are always interested to hear from people with an excellent reputation for delivering a first class garden service. Most of you will be too busy to even read this, however if you are looking for new customers, and especially if you operate in the East Midlands please get in touch with full details of your particular area of expertise.
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Suppliers of retail products
If after looking at the products on this site, you think you may have something that genuinely might add to the mix, then please get in touch and preferably with relevant samples. Be persistent, as obviously we’ve got lots of other things to keep us busy, but we will give you an answer and an honest opinion. However once we’ve said no we rarely change our mind without good reason.
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Suppliers of services
- marketing/recruitment/distribution/merchandising/POS business services etc
We have an excellent team of suppliers and we prefer to source locally to the East Midlands area where possible – however if you think you can do better please write to us letting us know specifically why and how. We still get too many circulars from companies who haven’t bothered to find out about our business or even looked at the website – you can guess where they go!
Currently we do much of the above in-house but are always interested in talking to other companies (especially those in the same industries) about how this can be done more efficiently.
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Suppliers of media / advertising space
Look, we know you’ve got a job to do, but do it better would you? We need to know what we’re being asked to advertise in. That means first and foremost examples of how it appears to the public. Secondly we like facts, preferably independent facts, on who and how many. Proper case studies, stuff like that. Thirdly we like media with a soul.
If you genuinely feel your media can make a cost effective difference to our business, take your chance and get in touch with Stuart Isbister. He’s not trying to be difficult but you must understand that with the pressures of running a business like this we don’t want our precious time wasted by someone who has failed to do their homework on us. He tries not to be rude to people selling media space, but after years of patience is finding it increasingly difficult. Just humour him and prove you have read this by using the code words honest injun in your first correspondence. It will at least get you a reply.
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Suppliers of ‘cheap’ electricity/gas/telephony etc
For the last time – GO AWAY
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Suppliers of raw material
- print/paper/cello
We have an excellent team of suppliers and we prefer to source locally to the East Midlands area where possible – however if you think you can do better please write to us letting us know specifically why and how. We still get too many circulars from companies who haven’t bothered to find out about our business – you can guess where they go!
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Product Suppliers
We are always on the lookout for products and companies that could complement our brands. If you think you have such a product please send samples and product costs to our contact address.
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Financial Partners
As a growing company that has to date, been financed solely from the directors resources, we are always interested in talking to people who can help contribute financially to our growth. Better still if you can contribute in other ways too. We are more than happy to share some of the spoils of that growth but are not interested, at this stage, in giving up a controlling interest or borrowing money with personal security. Interested parties should contact Stuart Isbister.
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Our Shop
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Most of the products on this website and a few more besides can be found in our main shop on the Derby Road in Nottingham. We would love to see you! For up to date information on this and new outlets please see the link to real shops from our home page.
Location
120-122 Derby Road, Nottingham, NG1 5FB
Map
Typical Opening Times
Mon-Sat: 9.30am-5.30pm
Sundays: 11am–4pm
Late Wednesday nights in December until 7.30pm
Closed Christmas Day, Boxing Day, New Years Day, Monday 2nd January and August Bank Holiday.
Private shopping/advice outside these hours by arrangement
Contact Details
Phone: 0115 9482800
Email: wormshop@worm.co.uk
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