Delivery Guarantee Compensation Policy

What is Delivery Guarantee compensation?

If our merchant does not deliver your parcel on or before the latest estimated delivery date provided by Wowcher, we will issue you credit to your Wowcher account within 7 working days in accordance with these delivery guarantee terms and conditions. The credit will be issued to your Wowcher credit balance in the currency used for the order, applying the exchange rate from when your order was placed (where applicable). The latest estimated delivery date provided by Wowcher can be found on the voucher emailed to you when you completed your Wowcher order. If your order contains multiple packages , all packages from the same order (except reshipped packages) must be delivered on or before the estimated delivery date; if they aren’t, then credit will be issued once in respect of the whole order. Once your credit is in your balance, it must be used within 7 calendar days from the day your account is credited. If it remains unused after 7 calendar days the credit will be automatically removed from your Wowcher Credit balance.

Compensation amounts:

• £5 Wowcher credit if your order arrives late, and you used standard shipping.
• £7.50 Wowcher credit if your order arrives late, and you used speedy shipping.
• £10 Wowcher credit if your order arrives late, and you used express shipping.

When will I not be eligible for late delivery compensation?

1. If you have rescheduled the delivery time;
2. If you have specifically chose a delivery time that is not within the delivery window (for example if you have ordered a large item then the merchant will often contact you to arrange a suitable delivery time to ensure you are in);
3. If you have requested a reshipment;
4. If the delivery has been refused;
5. If the delivery address has been amended;
6. If delivery is not possible due to events beyond our control/force majeure. A non exhaustive list of some examples are: hurricanes, floods, earthquakes, strikes, inclement weather, epidemic-related restrictions. Determining if an event is beyond our control is determined entirely at Wowcher’s discretion;
7. If payment has not been received in respect of the order;
8. If you provide us with an incorrect, incomplete, or inaccurate delivery address or postcode;
9. If there were major widespread courier problems (such as strikes, equipment failure, or other operational problems);
10. If Wowcher can prove that the items were in fact delivered on time to the required destination;
11. If the courier tries to deliver your package on time, but you are not available/cannot be contacted; or
12. If your account is not active when we attempt to issue the credit; and
13. If your order has been refunded;

Each order, regardless of the number of parcels, will only be compensated once for late delivery.