Frequently Asked Questions
General
Our warehouse and offices are based in Shildon, County Durham, centrally located within the UK, amidst beautiful countryside, farming land and remnants of the industrial era. Did you know Shildon was the very first place in the world to witness a steam locomotive hauling a train of passengers on a public railway?
Our business operates primarily online, and we do not have a bricks and mortar shop as such. To compensate for this, we do our absolute best to make sure that all our product listings are as accurate and informative as possible and that our product images are as clear and accurate as can be. However, we love to see a friendly face, so if you are in the area and would like to pop in, we would be very happy to see you. Please give us a call before you come though so that the Umbrella Heaven angels can assist you when you arrive.
If you have an enquiry about one of our products, please use our contact form on the Contact Us page. Explain what it is that you are enquiring about, and we will ensure that your message goes to the correct person. Our contact details, address and telephone number are also available on the Contact Us page.
Yes, call or text on 07881 677929 (international +44 7881 677929). Do leave a voicemail and we’ll get straight back to you.
Yes, they are! They will keep you dry on rainy days. If you buy one of our beautiful wedding umbrellas, or one of our UV protective umbrellas, these are also 100% waterproof. Generally, with very few exceptions, even those umbrellas sold primarily for sun protection will also protect from the rain too.
Many of our umbrellas are windproof. But note: “windproof” does not mean that they won’t turn inside out and “windproof” does not mean that they are guaranteed never to break in the wind forever and ever! Such an umbrella does NOT EXIST despite all the claims other sellers may make. Umbrella engineering has its limits. “Windproof” really means that the umbrella has specific aspects of its design intended to help it withstand the wind. These methods include: the shape of the canopy, the use of flexible materials such as fibreglass ribs, increases in the quantity and thickness of the ribs, the use of shock-absorbing springs, the use of secondary support struts, and the use of vents in the canopy. These different design aspects simply mean that the umbrellas are suitable for more aggressive weather conditions. BUT THERE ARE NO GUARANTEES!
Yes, you can, just visit our wholesale website www.SplashInnovations.com. Once you’ve created an account you will be able to view the wholesale prices. Our minimum order value is £250.00, and we ship free to mainland UK addresses.
If you are looking to place a bulk order, we recommend that you order x 1 one of the umbrellas you are interested in via the website. This initial cost will then be refunded when you place your final bulk order with us of £250 or more.
All our umbrellas are for sale only. We do not offer a hire scheme, sorry.
Yes, we do. We have a large range of beautiful wedding and bridesmaid umbrellas in different colours and styles. We even have umbrellas that would be great for the mothers of the bride and groom. Please note though, we do not offer a refund if it doesn’t rain on the big day! See our wedding umbrellas.
That’s no problem at all. Just order them in plenty of time and ensure we have the correct address and contact details. We can even get them delivered at the weekend, just give us a call and we can arrange it for you.
Yes, we do. Umbrella Heaven has been supplying promotional umbrellas since 2005. We are now in fact one of the leading specialists in branded umbrellas both here in the UK and other countries far and wide. So, if you are looking for printed umbrellas for your business/organisation or for an event, just give us a call on 01525 382938 or email us at [email protected]. We can help you.
Yes, we do. Depending on what you’re trying to achieve, minimum order quantities may apply. Contact our Chief Umbrollogist for details of what’s possible. Email [email protected] or call 01525 382938 (international +44 1525 382938) or 07881 677929 (international +44 7881 677929).
Yes, we are always happy to take an order over the telephone.
If you have received your order and you simply don’t like it or want it, please contact us, and request a returns form within 14 days of receipt of the order. This will be sent to you and contains all the information that we need. Please note that we do not cover return postage for unwanted items. Please see our Shipping & Returns Terms and Conditions on our website for more information.
Yes, we offer a 12-month manufacturer’s warranty against manufacturing defects. This does not include wind damage (even for windproof umbrellas). Please examine your umbrella and contact us within 14 days of receipt if there are any apparent defects. We will carefully inspect returned umbrellas but will not offer refunds if we believe the product may have been damaged by wind, misused, or abused.
We offer a 14-day return period. Outside of the 14 day returns period, unfortunately your order will no longer be eligible for a refund, however if you would like to exchange your items, please contact a member of our customer services team.
You should have received an email from our carrier with your tracking details – check your junk mail/spam folder before contacting us.
Except for public holidays and weekends, we are generally open Monday to Thursday between 9am and 5pm – and on Friday from 9am to 4pm. If you have an urgent weather emergency sales requirement you can call us out of normal hours on 07881 677929 (international +44 7881 677929) – leave a voicemail and we’ll try and get straight back to you.
It depends. Many are manufactured in the Far East. Some are sourced from countries within the European Union and some from here in the UK. Many of the umbrellas that we sell are designed by us. Some we manufacture ourselves here in the UK.
You can get a VAT receipt by logging into your account and downloading your invoice.
Delivery
Next Day delivery means that you will receive your order on the next business day, if you have ordered before 3pm.
Standard delivery to UK Mainland – takes approx 2 – 3 working days.
We deliver both domestically within the UK and internationally to any country in the world. Within the UK we offer our standard service, which should arrive within 1-3 business days – and an express service, which should arrive next business day within most of the UK (2 days for Northern Ireland, Highlands & Islands). For international deliveries we offer our standard service which should arrive with you generally within 3-14 days and our express international service, which should arrive within 1-3 business days. It depends on the country.
We deliver worldwide. While you go through the check out process you will have the chance to view what your actual charge is going to be before you actually pay.
On our website all deliveries are based on weekday services. However, feel free to give us a call and discuss your needs with us.
For UK mainland orders we offer a next working day delivery service.
Yes, that’s no problem but let us know in advance that you’re coming.
Our order cut-off for despatch is 2pm. The couriers collect from us between 3pm and 4pm.
That’s no problem at all. Just order them in plenty of time and ensure we have the correct address and contact details. We can even get them delivered at the weekend, just give us a call and we can arrange it for you.
Payment
We can accept payment via Debit/Credit card, PayPal, via direct bank transfer, Revolut, Google Pay and Apple Pay.
Yes, we accept payment in many different currencies.
We must receive payment in full before any goods can be dispatched or work can start on any branded items. We are happy to reference your purchase order number on our invoice to your company.
