FAQs

FAQs


Frequently Asked Questions

  • Using WhyBuy
  • Coronavirus
  • My Order
  • Other Questions

Using WhyBuy

Is everything in the catalogue owned by other people?

No - this is not a peer to peer service.  We curate and select the items from our partners and manufacturers directly.  These items are not pre owned, they have been sourced by us as new, direct from suppliers.  We make sure that what you hire is what you would expect to get if you had bought it new yourself.

How does it work?

You pick the items that you need and when you would like them. It’s that simple.  We let you specify that specific 1-hour slot you'll be at home for delivery and collection - it really is that convenient.

We have designed a friendly interface to make browsing our app as simple as possible. When you click onto our app you are taken straight to the category page; and browsing through our inventor. Once you have chosen the items you wish to access you have the option to select the date and the time that you would like your delivery to arrive. We offer 1-hour delivery slots. We also offer 1-hour collection times.

Is there a minimum spend?

There is a minimum basket spend of £25 pre discounts - so if you used a 20% voucher on a basket worth £25, you'd only be charged £20.

How much will I pay for delivery?

There is a charge of £7 on every order which covers both delivery and collection.  Remember - you get to choose the time.

Where do you deliver to?

We currently deliver anywhere in London within the M25.  If you want to use our service and you’re outside these areas, you can pick up directly by collecting and returning at our Wandsworth Warehouse which is at Arch 655, Portslade Road, London SW9 3DH.

What times can I order for?

We offer 1-Hour delivery time slots between 8am and 10pm, 7 days a week.

How far in advance can I order for?

You can place orders up to 8 weeks in advance.

Who can order from WhyBuy?

All WhyBuy customers must be 18 years or older

 

Coronavirus

How do I know my order has been prepared safely?

All products that arrive and depart our warehouses go through a thorough check process to ensure they are disinfected, cleaned and stored correctly.

Our drivers follow a 10-point guide which has been produced in line with guidance provided by the UK Government. To minimise the risk of infection our vans are cleaned at the start and the end of every shift.

How are you keeping your colleagues safe?

The safety and health of colleagues and customers is our number one priority. We have taken a number of important actions to ensure everyone is kept safe. We are strictly adhering to social distancing rules of keeping 2 metres apart, and our workstations have been reconfigured to allow for this. All colleagues are aware they need to wash their hands thoroughly for 20 seconds at regular intervals.

We have set up antibacterial hand gel (70% ethanol) stations throughout the offices and warehouses. Facemasks are always available for any colleague who would feel more comfortable wearing them whilst at work. As a business we will continue to closely monitor guidelines and changes to COVID-19 as set by the UK Government and Public Health England.

How will the driver deliver the parcel to me?

You have booked a 1-hour time slot in which we will deliver your order. On arrival, our driver will ring your doorbell, place your package on your doorstep and move back before you collect your package. We are not collecting signatures at this time.

How will the driver collect the parcel from me?

You have booked a 1-hour time slot in which we will make the collection. On arrival our driver will ring your doorbell and our drivers will always maintain the 2-metre social distancing rule.

My Order

How do I know if my order went through?

You will receive a confirmation email.

If you would like to speak to us for clarification you can contact us:

By Phone: 0333 340 3150

By Email: support@whybuy.app

By Whatsapp: 07436 132538

My payment has not gone through?

If you are having payment problems please contact us

By Phone: 0333 340 3150

By Email: support@whybuy.app

By Whatsapp: 07436 132538

Can I add an item to an existing order?

You can add an item to your existing order up to 24 hours before your delivery is scheduled.

You cannot add an item with less than 24 hours before your delivery is scheduled, you would need to place a new order.

Can I remove an item from my existing order?

We can remove an item from your existing order up to 24 hours before your delivery is scheduled. We cannot remove an item from your order less than 24 hours before your delivery is scheduled.

Can I change my delivery time?

Yes – you can contact us up to 24 hours in advance to change your delivery time.

Can I change my collection time?

Yes – you can contact us up to 24 hours in advance to change your collection time.

Can I cancel my order?

You can cancel your order up to 24 hours before your delivery is scheduled.

You cannot cancel your order with less than 24 hours before your delivery is scheduled.

Orders cancelled with 48 hours notice will be given a 100% refund, orders cancelled within 24-48 hours will be given a 50% refund.

My order was missing an item?

Please check your customer order on receipt to ensure that you have received all your items. If it looks like you are missing an item we want to rectify this for you straight away! Please contact us so we can get the missing item to you as soon as possible.

By Phone: 0333 340 3150

By Email: support@whybuy.app

By Whatsapp: 07436 132538

An item was broken on arrival?

We take great care to ensure all items are delivered in excellent condition. If an item has arrived broken we want to rectify this for you straight away! Please contact us so we can get a replacement product to you as soon as possible.

By Phone: 0333 340 3150

By Email: support@whybuy.app

By Whatsapp: 07436 132538

An item that I ordered is not working?

We have very high quality checks and aim to get your items to you in full working order. If an item is not working we want to rectify this for you straight away. Please contact us so we can get a replacement product to you as soon as possible.

By Phone: 0333 340 3150

By Email: solutions@whybuy.app

By Whatsapp: 07436 132538

 

Other Questions

How do I contact customer service?

By Phone: 0333 340 3150

By Email: solutions@whybuy.app

By Whatsapp: 07436 132538

Our customer service team works 7 days a week 9am to 10pm.

All phone support is only between the WhyBuy team and the customer.