Earbuds & Headphones
Smartwatches
Trackers & Finders
Smart HomeFrequently Asked Questions
Ordering
Placing an order takes a minute and needs nothing more than an email address and a delivery address. These are the questions people ask before and just after they check out.
Q. Do I need an account to order?
No. You can check out as a guest with just an email address and a delivery address. An account saves your details and keeps your order history in one place, but it is entirely optional.
Q. How do I know my order went through?
You will receive an order confirmation email within a few minutes of checkout, with your order number and a summary of what you bought. If it has not arrived after an hour, check your spam folder first, then email us with the name and address you used and we will find it.
The confirmation email is our acceptance of your order. Until we send it, your order is an offer that we may decline — for example if an item turns out to be unavailable or a price was listed in error.
Q. Can I change or cancel my order after placing it?
Yes, if you are quick. Email us as soon as possible with your order number. We can usually amend or cancel an order while it is still within the 24–48 hour processing window, before it is handed to the carrier.
Once an order has been dispatched we can no longer stop it. You still have the statutory right to cancel for 14 days after delivery — see returns & refunds.
Q. Can I change my delivery address after ordering?
Before dispatch, yes — email us the correct address with your order number. After dispatch we cannot redirect a parcel, and a package delivered to an incorrect address supplied at checkout cannot be refunded if it is lost as a result. Please check the address on your confirmation email carefully.
Q. An item is out of stock. Will it come back?
Often, yes — stock on a specific colour or variant can move quickly. Email us the product name and we will tell you whether it is returning and roughly when.
Q. Do you sell to businesses or in larger quantities?
Our terms are written for consumer sales, and our products are sold for domestic and private use. If you need a larger quantity for a business, email us with what you are after and we will tell you what we can do.
Order verification
Occasionally we need to verify an order before dispatch — a higher-value order, or a payment that needs additional confirmation. If so we will email you straight away. This can add up to 24 hours to processing.
Delivery & Tracking
Every order is tracked from dispatch to your door. Because most of our catalogue ships from our fulfilment partner's facility and travels by international carrier, delivery is measured in days rather than hours — and that is a large part of why our prices are what they are.
Your delivery timeline
Around 8–14 business days from purchase
Processing
24–48h
Picked, checked and packed before dispatch.
In transit
7–12 days
Business days from dispatch, fully tracked.
Total
8–14 days
Business days from the moment you order.
Q. How much does delivery cost?
£2.95 on orders under £49, and free on orders of £49 or more. Free delivery is applied automatically at checkout, with no code needed. The threshold is based on order value after any discount and before delivery charges.
Q. Where do you deliver?
Across the United Kingdom — England, Scotland, Wales and Northern Ireland. Remote areas, the Scottish Highlands and Islands, the Channel Islands and the Isle of Man may take longer than the standard window.
Q. Where does my order ship from?
Most of our catalogue ships from our fulfilment partner's facility in Asia, is handed to an international carrier, and is delivered on the final leg by a UK delivery partner named in your shipping confirmation. We say this on the page rather than hiding it at checkout. If you need something tomorrow, we are not the right shop for that order.
Q. When do I get my tracking number?
In your shipping confirmation email, sent as soon as your order leaves the warehouse. Tracking can take 2–5 business days to show its first scan while the parcel moves through the outbound hub. That is normal and does not mean anything is wrong.
Q. My tracking has not updated in days. What now?
Quiet stretches are common during international transit, particularly between the export scan and arrival in the UK. If there has been no movement for 7 business days, email us with your order number and we will open an enquiry with the carrier.
Q. Will everything arrive in one parcel?
Not necessarily. An order with several items may be split across separate parcels that arrive on different days, each with its own tracking number. You are never charged twice for delivery.
Q. What if I am not home?
Most parcels are letterbox-sized or left in a safe place. Larger items may need a signature, and the carrier will leave a card or message with instructions for redelivery or collection. A parcel returned to us as undelivered after failed attempts can be reshipped at your cost, or refunded less the original delivery charge.
Q. My order has not arrived at all.
If the delivery window has passed and tracking shows no movement, contact us. We will investigate with the carrier and, where a parcel is confirmed lost, send a replacement or refund you in full.
If tracking shows the parcel was delivered but you do not have it, check with neighbours and any safe place, then contact us within 7 days of the delivery scan.
Where we take responsibility
Your order stays our responsibility until it is in your physical possession, as required by the Consumer Rights Act 2015.
We deal with the carrier on your behalf and keep you updated throughout.
A parcel confirmed lost in transit is replaced or refunded in full.
If your order has not arrived within 30 days of purchase, you may cancel it for a full refund including delivery.
Where we cannot help
Parcels delivered to an incorrect address entered at checkout.
Parcels lost or stolen after confirmed delivery to you, a neighbour, or a safe place you nominated.
Delays caused by events outside our reasonable control, such as severe weather or strikes — although your right to cancel for late delivery still applies.
Estimates, not guarantees
Delivery windows on this page are carrier estimates counted from the date of dispatch. They can be affected by customs checks, peak periods such as Black Friday and Christmas, or severe weather. If there is a delay, we will tell you.
VAT & Import Charges
Nobody likes an unexpected bill at the door. Here is exactly how tax works on a Wiremason order, and the one situation where a further charge can arise.
Orders of £135 or less
UK VAT is included in the price you see and accounted for at the point of sale.
There is nothing further to pay when your parcel arrives.
No customs duty applies at this consignment value.
The total at checkout is the total you pay.
Orders above £135
Import VAT and any customs duty become payable on arrival under HMRC rules.
The carrier will contact you to collect these before delivery, and may add its own handling fee.
These charges are set by HMRC and the carrier, not by Wiremason, and we cannot refund them.
Q. Are the prices on the site final?
All prices shown include UK VAT. The total at checkout covers the goods and delivery, and for consignments of £135 or less that is everything you pay.
Q. I have been asked to pay a charge I was not expecting.
If your order was £135 or less, contact us before paying anything and we will resolve it. Import VAT was already accounted for, so a demand at this value is either an error or an attempt at fraud.
Q. Can I have an invoice for my order?
Yes — email us with your order number and we will send one.
A word on delivery scams
Never pay a delivery or customs charge through a link in a text message or email you were not expecting. Check the carrier's own website or app using the tracking number from your shipping confirmation, and contact us if anything looks wrong. We will never ask you for card details by email or message.
Returns & Refunds
You get 30 days to change your mind, which is longer than the law requires, and the 14-day statutory right to cancel on top of it. Full details are in our returns & refunds policy.
Email us
Send your order number, the item you are returning and the reason to info@wiremason.com.
Wait for our confirmation
Our support team confirms the return and provides the return address and instructions. Please do not send anything back before you hear from us.
Send it back tracked
Use a tracked service and keep your proof of postage. Until the parcel reaches us it remains your responsibility.
Get refunded
Within 14 days of us receiving the item, or of your evidence that you sent it — whichever is earlier.
Q. What is the returns window?
30 days from delivery for a change of mind. Separately, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you 14 days from delivery to tell us you are cancelling, and a further 14 days to send the item back.
Items should come back unused, in their original packaging, with all accessories and any seal intact.
Q. Who pays for return postage?
If you have changed your mind, you pay the return postage. If the item is faulty, damaged, not as described, or the wrong thing was sent, we cover the cost — send us a photo and we will sort it out without leaving you out of pocket.
Q. When will I get my money back?
Within 14 days of us receiving your return, or of your evidence that you sent it — whichever is earlier. Refunds go to the original payment method. Your bank may take a further 3–5 business days to show it.
Where you cancel a whole order under your statutory right, the refund includes the standard delivery charge you originally paid.
Q. Can I exchange an item instead?
We do not run direct exchanges. Return the item for a refund and place a new order for what you actually want — it is faster than holding your return while a swap is arranged.
Q. What if I have opened or used the item?
You are entitled to handle goods as you would in a shop — enough to see whether they work and whether you want them. If handling goes beyond that and reduces the item's value, we may deduct a reasonable amount from the refund, and we will always explain why before we do.
Cannot be returned once opened
In-ear headphones and earbuds where the hygiene seal has been broken.
Items made or personalised to your specification.
Downloadable software or digital content once access has begun.
These exclusions never apply when
The item is faulty or damaged.
The item is not as described on the product page.
We sent you the wrong item or variant.
Nothing here affects your rights under the Consumer Rights Act 2015.
Warranty & Faults
Every product carries a two-year Wiremason warranty. It is a commercial guarantee we give voluntarily, and it sits on top of your legal rights rather than replacing them. Full terms are in our warranty policy.
Your rights under the Consumer Rights Act 2015
Goods must be of satisfactory quality, fit for purpose and as described.
First 30 days
Reject the item and get a full refund.
First 6 months
Repair or replacement. Any fault is presumed present at delivery unless we can show otherwise.
After 6 months
Repair, replacement or partial refund — up to 6 years in England, Wales and Northern Ireland, 5 years from discovery in Scotland.
Q. What does the 2-year warranty cover?
Manufacturing defects and component failure under normal use, for two years from the date of delivery. We will repair, replace or refund, and you will not pay return postage on a faulty item.
Q. My item arrived damaged or does not work.
For transit damage, tell us within 48 hours of delivery with photos of the item and the packaging. For a fault that appears later, email us whenever you notice it with a description and, if you can, a short video showing the problem.
Q. Do I need my receipt?
Your order number is enough. We can find your purchase from the email address or name used at checkout.
Q. Is the battery covered?
Built-in rechargeable batteries are covered against premature failure. Gradual capacity loss over time is normal battery behaviour rather than a fault. Replaceable coin cells such as CR2032 are consumables and are not covered.
Not covered by the warranty
Accidental damage, drops, crushing, and liquid damage beyond any stated water-resistance rating.
Normal cosmetic wear — scratches, scuffs and fading.
Damage from unsuitable chargers, power surges or incorrect voltage.
Opening, modifying, or having the item repaired by a third party.
Consumables: coin cells, adhesive pads, ear tips, straps and accessory cables.
Always true
Your statutory rights stand whatever our own policies say.
Nothing on this page, in our terms, or in our warranty reduces them.
A faulty item never costs you return postage.
You choose whether you would rather have a repair, a replacement or a refund where the law gives you that choice.
Products & Compatibility
A product listing should tell you what the thing is, what it does, and what is in the box. Where a listing leaves a question open, these are the answers — and a check before you order is always faster than a return.
Q. Are your products genuine branded items?
We sell accessories and devices that are compatible with major platforms, not products made by those platform owners. Where a listing mentions a brand — Apple, Samsung, Google or any other — it describes what the item works with. Wiremason is not affiliated with, endorsed by, or a distributor for those companies, and their trademarks remain theirs.
Q. Will this work with my phone?
Each listing states the platforms supported, the connection type, and any app requirement. If you are unsure, email us your exact device model before ordering and we will check for you.
Q. Are your pet and item trackers GPS?
No. Our trackers are Bluetooth devices. They locate an item by connecting to nearby phones in a finding network, which makes them excellent for something within range or recently left behind. They are not a live GPS system with their own satellite fix or SIM card, and there is no continuous location feed.
Q. Can your smartwatches and fitness trackers monitor my health?
They provide wellness estimates — steps, sleep patterns, heart rate trends and similar. They are not medical devices, are not calibrated or certified for clinical use, and must never be used to diagnose, monitor or treat a condition, or to make a decision about medication. If you have a health concern, speak to a doctor.
Q. What is in the box?
Each listing spells this out. Where a device needs a charger, cable or battery that is not included, the listing says so. If you receive something that does not match what the page described, that is on us — tell us and we will fix it.
Q. Do products come with a UK plug?
Where an item includes a mains adapter, it is supplied with a UK three-pin plug. Many of our products charge over USB-C or USB-A and are supplied with a cable but no wall adapter — the listing states which.
Q. Are the instructions in English?
Yes. If a manual is missing, unclear, or in the wrong language, email us and we will send you a proper English copy.
Please read this if you are buying a tracker
A Bluetooth tracker should never be the only safeguard for an animal or a person. Coverage depends on other devices being nearby, and there is no continuous location feed. Use one as a convenience, not as a safety system.
Payment & Security
We accept the methods shown in our footer and nothing else. Card details are handled entirely by Shopify Payments and are never visible to us. Full details are in our payment policy.
Accepted payment methods
Seven ways to pay, all processed through Shopify's secure checkout.
Q. Do you accept anything else?
No. We do not accept bank transfers, cheques, cash on delivery, gift cards from other retailers, or cryptocurrency. If anyone contacts you claiming to be Wiremason and asks for payment by any of those, it is not us — please tell us.
Q. Do you store my card details?
No. Card details are entered directly into Shopify Payments' PCI-DSS compliant checkout and are never stored on our systems. We only see the card type, the last four digits, and whether the payment succeeded.
Q. When am I charged?
At the moment you complete checkout. If we cannot fulfil your order, you are refunded in full.
Q. What will appear on my bank statement?
The descriptor may show as Wiremason or as our registered trading entity, and may not match the store name exactly. If you see a charge you do not recognise, check the amount and date against your order confirmation, then email us before raising a dispute with your bank — we can almost always identify it within a day.
Q. My payment was declined.
Declines come from your bank, and we are not told the reason. Check that the billing address matches your card exactly, that the card has funds and has not expired, and that any 3-D Secure prompt was completed. Trying a different method usually resolves it.
A failed attempt can leave a temporary authorisation hold on your account. It is not a charge, and it clears on its own within a few business days.
Q. Is my personal data safe?
The entire site runs over an encrypted HTTPS connection. We handle personal data under the UK GDPR and the Data Protection Act 2018, and our privacy policy sets out exactly what we collect, why, how long we keep it, and how to request a copy or its deletion.
Paid by credit card?
For goods over £100 paid by credit card, you may also have a claim against your card provider under section 75 of the Consumer Credit Act 1974. That is in addition to everything we offer, not instead of it — but talk to us first, because we are usually faster.
About Wiremason
Wiremason is an online consumer-electronics shop selling to customers in the United Kingdom, operated by BULKECOM LIMITED. The longer version of who we are is on our about page.
Q. What do you sell?
The small connected things that sit around the edges of daily life — trackers, audio, charging, home and desk accessories — chosen because they work without asking much of you.
Q. Do you have a shop I can visit?
No. We are online only, which is a large part of why our prices are what they are.
Q. How do I contact you, and how fast do you reply?
Email is the fastest route and gets a reply within 24 hours, usually sooner. Include your order number if you have one. Support hours are Monday to Thursday 8:00–20:00 and Friday to Saturday 8:00–12:00 Hong Kong time; messages sent outside those hours are answered on the next working day.
Q. I am not happy with how something was handled.
Email us and say so plainly. We will acknowledge a complaint within 3 business days and aim to resolve it within 14. If you are still not satisfied you are free to take the matter further — Citizens Advice can help, and a credit card purchase over £100 may also give you a claim under section 75 of the Consumer Credit Act 1974.
Q. Do you send marketing emails?
Only if you have opted in. Every marketing email carries a one-click unsubscribe, and unsubscribing never affects the transactional emails about an order you have placed.
Where to find the detail
Shipping policy
Processing, rates, tracking, customs and risk in full.
Returns & refunds
Windows, exclusions, return process and refund timing.
Warranty
What the 2-year cover includes, and what it does not.
Privacy policy
What we collect, our lawful bases, and your data rights.
Did not find it? Ask us directly.
A person reads every message, and you will have an answer within 24 hours — including on the questions we would rather you asked before ordering than after.
info@wiremason.comThis page is provided for information. It summarises our policies and does not replace them — where this page and a policy differ, the policy applies. Nothing on this page limits your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which apply in addition to our policies and prevail wherever they are more favourable. Wiremason may update this page from time to time. Effective 22 September 2026. Last updated 22 September 2026.