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Frequently asked questions
Ordering
Where is my parcel?
Parcels can be tracked via the DHL site and inputting your tracking number:
How can I cancel or modify my order?
Cancellation/modification is subject to the status of order.
To view your order status, view the order in your account or use the tracking link in your order confirmation email.
You can also and contact us with your order number and we'll email you your order status.
To cancel your order, please contact Customer Services on 0333 6000 0622 (op1) or wiser.draytoncontrols@se.com
How can I track my item?
Parcels can be tracked by heading to the DHL website and inputting your tracking number:
How long does it take you to process an order before it is dispatched?
Order shipping will be within five working days from receipt of order/payment
Where are your packages shipped from?
All products are shipped from our manufacturing site in the UK.
Do you ship packages internationally?
Currently, we only ship to the UK
What do you do with my personal information?
Schneider Electric is committed to protecting your privacy and personal information.
Our Data Privacy Policy explains how and why we use your personal information and how you can exercise your privacy rights.
Payments
Payment
What payment methods do you accept?
Our payment service provider currently accepts most major credit and debit cards.
Is VAT charged?
We are a VAT registered company and are legally obliged to charge VAT on our products and services.
What should I do if the payment is not accepted?
Unfortunately, we will not be able to process your order until payment has been authorised and the funds have been cleared.
In the event a payment request is not authorised, you should check the card details or contact your payment card provider for further assistance.
Alternatively, you can proceed with the purchase by using a different payment method (please refer to the “What payment methods do you accept” section within our FAQ’s for further details of acceptable payment methods).
Delivery
I haven’t received my order. What do I do?
Contact Customer Services on 0333 6000 0622 (op1) or email wiser.draytoncontrols@se.com
Where do you ship?
Currently, we only ship in the UK
Can I change my delivery address?
Due to legal reasons, we are unable to amend your shipping address after payment has been authorised and cleared. If you need to change your delivery address you will first need to cancel your order.
What are the delivery charges?
For all order over £75 delivery is free of charge.
For orders under £75, UK delivery is £5.99
Returns are free of charge.
Returns
How can I cancel or modify my order?
Cancellation/modification is subject to the status of order. If you require an order status visit contact us and fill out the form with your order number. Or you can contact Customer Services on 0333 6000 0622 (op1) or email wiser.draytoncontrols@se.com
Refunds and returns?
You can return your product in four easy steps simply follow this link to start your return process - contact us
How do I return my order?
You can return your product in four easy steps simply follow this link to start your return process contact us
You can view our return policy here - returns
What do I do if my product is faulty?
On the rare occasion an issue has occurred with your Wiser system, please call one of our skilled technical support team before returning your Wiser system. You can contact our team on 0333 6000 622.
Products
Can you connect to the app/products without the Wiser HubR?
You always need at Wiser Hub for heating and smart functionality. This connects to the WIFI, you can then use the app to connect your product(s) to the Wiser Hub.
What do I do if my product is faulty?
On the rare occasion an issue has occurred with your Wiser system, please call one of our skilled technical support team before returning your Wiser system. You can contact our team on 0333 6000 622.
Can the radiator thermostats be fitted without having to drain the system?
Yes, you don't have to drain the radiators to mount the radiator thermostats. You simply unscrew your old ones and screw the new ones to the valve that sits permanently on your radiator.