Last updated: September 18, 2026
Welcome to the wosng.shop Frequently Asked Questions page.
Below you can find answers to common questions about ordering, payment, shipping, delivery, tracking, returns and refunds.
If you cannot find the information you need, please contact our customer service team.
Email: support@wosng.shop
Telephone: +44 20 4861 5848
1. How do I place an order?
To place an order:
- Select the product you wish to purchase.
- Choose the applicable product options, where available.
- Add the product to your shopping cart.
- Review your order.
- Proceed to checkout.
- Enter your contact and delivery information.
- Select one of the available payment methods.
- Review the final order information and submit your order.
After your order has been successfully placed, you may receive an order confirmation at the email address provided during checkout.
2. How long does order processing take?
Orders are generally processed within 1–2 business days after they are successfully placed and confirmed.
Business days generally exclude Saturdays, Sundays and public holidays.
Orders placed during weekends or public holidays will normally begin processing on the next business day.
3. How long does delivery take?
After your order has been dispatched, estimated delivery time is generally:
5–7 business days
Please note that the estimated delivery period does not normally include the initial 1–2 business day processing period.
Actual delivery times may vary depending on the destination, carrier, customs processing, public holidays, weather or other circumstances affecting transportation.
4. How can I track my order?
Where tracking is available, you may receive a tracking number or tracking link after your order has been dispatched.
Tracking information may take approximately 24–48 hours after dispatch to become active in the carrier's system.
If you have difficulty tracking your order, please contact us:
Email: support@wosng.shop
Telephone: +44 20 4861 5848
Please include your order number when contacting us.
5. What should I do if my tracking information is not updating?
Tracking information may not update immediately after your parcel has been dispatched.
Please allow approximately 24–48 hours for the carrier's tracking system to update.
If there has been no meaningful tracking update for an extended period, please contact us with your order number so that we can review the available shipping information.
6. What should I do if my order is delayed?
If your estimated delivery period has passed, please first check the tracking information provided for your order.
Delivery may occasionally be delayed because of:
- Carrier congestion;
- Customs processing;
- Public holidays;
- Severe weather;
- Transportation disruptions;
- Incorrect delivery information; or
- Other circumstances outside our reasonable control.
If your parcel remains delayed, please contact us at support@wosng.shop.
7. What happens if I enter the wrong delivery address?
Please contact us as soon as possible if you notice an error in your delivery address.
If your order has not yet been dispatched, we may be able to update the address.
Once the order has been shipped, we cannot guarantee that the address can be changed.
Customers are responsible for providing accurate and complete delivery information when placing an order.
8. What should I do if my parcel appears to be lost?
Please first:
- Check your tracking information;
- Confirm that the delivery address is correct;
- Check whether another household member accepted the parcel;
- Check any designated delivery location;
- Review any delivery notice left by the carrier; and
- Contact the carrier where appropriate.
If you still cannot locate the parcel, contact us at support@wosng.shop with your order number and delivery information.
We will review the available shipping information and provide appropriate assistance.
9. What should I do if my product arrives damaged or defective?
Please inspect your order as soon as reasonably possible after delivery.
If your product arrives damaged or defective, contact us promptly at:
Email: support@wosng.shop
Please provide your order number and, where reasonably possible:
- A description of the problem;
- Photographs of the product;
- Photographs of the packaging;
- Photograph of the shipping label; and
- A video showing the issue where relevant.
Depending on the circumstances and applicable law, an appropriate solution may include repair, replacement, return, refund, price reduction or another appropriate remedy.
10. What should I do if I receive the wrong product?
Please contact us promptly at support@wosng.shop.
Include your order number, a description of the issue and photographs showing the product received.
We will review the issue and provide appropriate instructions.
Where an incorrect product was supplied by us, reasonable return shipping costs will be handled in accordance with our Return and Refund Policy and applicable law.
11. What should I do if part of my order is missing?
Some orders may be delivered in multiple parcels.
Please check all available tracking information first.
If all parcels have been delivered and an item or component is still missing, please contact us and provide:
- Your order number;
- Description of the missing item;
- Photographs of the products received;
- Photographs of the packaging; and
- Photograph of the shipping label.
We will review the issue and provide appropriate assistance.
12. What payment methods do you accept?
Available payment methods are displayed during checkout.
Payment options may vary depending on:
- Destination;
- Currency;
- Product;
- Order value;
- Payment provider; and
- Delivery method.
Only the payment methods displayed during checkout are available for the applicable order.
Please review the payment options shown at checkout before submitting your order.
13. Is my payment information secure?
Our online store may use Shopify and independent payment service providers to process transactions.
These providers may use security measures such as encrypted connections, transaction verification, authentication and fraud monitoring.
Complete payment information may be processed directly by the relevant payment provider rather than stored by us.
We will never ask you to send your online banking password or other confidential account login credentials to us by email.
14. Why was my payment declined?
A payment may be declined for reasons including:
- Incorrect payment information;
- Insufficient funds;
- Bank restrictions;
- Payment provider restrictions;
- Transaction limits;
- Security verification;
- Fraud-prevention measures; or
- Technical issues.
Please verify your payment information or contact your bank or payment provider for additional information.
15. Can I change or cancel my order?
If you wish to change or cancel an order, please contact us as soon as possible:
Email: support@wosng.shop
Telephone: +44 20 4861 5848
We will make reasonable efforts to assist before the order is dispatched.
Once an order has entered fulfilment or has already been shipped, changes or ordinary cancellation may no longer be possible.
Any applicable statutory cancellation rights remain unaffected.
16. What is your return policy?
We offer a 30-day voluntary return policy for eligible products.
You may request a return within 30 days after receiving your product.
To be eligible for a voluntary return, the product should generally be:
- In the condition in which it was received;
- Unused or unworn;
- Undamaged;
- Complete with accessories;
- Accompanied by original tags where applicable;
- In its original packaging where reasonably possible; and
- Accompanied by proof of purchase.
The reference return policy uses the same 30-day voluntary return structure and eligibility conditions.
Please contact us before returning a product.
17. How do I request a return?
To request a return, contact:
Email: support@wosng.shop
Telephone: +44 20 4861 5848
Please provide:
- Your full name;
- Order number;
- Email address used for the order;
- Product you wish to return; and
- Reason for the return.
Where necessary, we may request photographs or other information to review your request.
Please do not return a product before receiving the applicable return instructions.
18. Do I have to pay return shipping costs?
For ordinary voluntary returns or change-of-mind returns, return shipping costs may generally be the customer's responsibility where permitted by applicable law.
If the product is defective, damaged, incorrect or otherwise non-conforming, reasonable return shipping costs will be handled by us where required by applicable law.
Please review our Return and Refund Policy for complete details.
19. Can I exchange a product?
Where exchanges are available, they are subject to product availability.
Please contact support@wosng.shop before returning a product for exchange.
If the requested replacement is unavailable, another appropriate solution may be offered.
20. How long does a refund take?
After we receive and inspect an eligible return, we will notify you whether the refund has been approved.
For approved voluntary returns, we normally process the refund within 10 days.
After we issue the refund, your bank or payment provider may require additional processing time before the funds appear in your account.
If more than 15 days have passed after we confirmed approval of your refund, please contact us.
These processing periods are consistent with the refund procedure in the reference policy.
21. How will I receive my refund?
Where possible and appropriate, an approved refund will generally be issued through the original payment method used for the purchase.
The time required for the refund to appear in your account may depend on your:
- Bank;
- Card issuer;
- Payment method; or
- Payment provider.
22. Are all products eligible for return?
Certain products may be excluded from ordinary returns where permitted by law.
Examples may include:
- Personalized or custom-made products;
- Perishable products;
- Certain sealed hygiene products once unsealed;
- Products inseparably mixed with other goods;
- Certain opened sealed media or software;
- Digital content or services where applicable statutory rights have been lost after valid consent;
- Gift cards where legally permitted; and
- Other products excluded by applicable law.
If you are unsure whether your product is eligible, contact us before returning it.
23. Can I return a product without contacting you first?
Please contact us before sending a return.
This allows us to verify the order, review the return request and provide the appropriate return instructions.
Products returned without appropriate instructions or sent to an incorrect address may experience processing delays.
24. Do you offer statutory consumer rights in addition to the 30-day return policy?
Yes.
Our voluntary 30-day return policy does not replace or reduce mandatory consumer rights.
Where applicable consumer law provides statutory cancellation, withdrawal, refund, repair, replacement or other rights, those rights remain available subject to the applicable legal conditions and exceptions.
25. What should I do if I refuse or do not collect a delivery?
Refusing delivery or failing to collect a parcel does not necessarily constitute a valid cancellation or return request.
If you wish to cancel or return an order, please contact us directly so that we can provide the appropriate instructions.
26. How is my personal information used?
We may process personal information where necessary to:
- Process orders;
- Process payments;
- Arrange shipping and delivery;
- Provide customer support;
- Handle returns and refunds;
- Prevent fraud;
- Maintain transaction records; and
- Comply with applicable legal obligations.
For complete information about how personal information is collected, used, stored and shared, please review our Privacy Policy.
27. Where can I find your store policies?
Our website provides policies covering important aspects of purchasing and using our Services, including:
- Return and Refund Policy;
- Privacy Policy;
- Terms of Service;
- Shipping and Delivery Policy;
- Payment Policy;
- Contact Information; and
- Legal Notice.
Please review the applicable policies before placing an order.
28. How can I contact customer service?
If you have questions about an order, product, payment, delivery, return, refund or our Services, please contact:
BREAD AND SALT HOSPITALITY LTD
Company Number: 16148877
Responsible Person: Daniel James Moult
Registered Address:
15 Morton Close
Auckland Park
Bishop Auckland
England
DL14 8YW
United Kingdom
Email: support@wosng.shop
Telephone: +44 20 4861 5848
Website: wosng.shop
For questions about an existing order, please include your order number and the email address used when placing the order so that we can identify your purchase and assist you more efficiently.