F.A.Q ' S
I have made an order and need to cancel before dispatch
If you have made an order in error and fully complete it in site including payment, then need to cancel before dispatch, please email us on including your 17 digit Order Transaction Identification (found in your confirmation email when your order has been completed) or phone us on 01786 461 284 within 2 hours of making the order.
I want to return an item.
... RETUN AN ITEM/S BY POST
If you are not completely satisfied with your purchase, simply return the item/s to us in their original condition and in their orginal packaging within 14 days of receipt. We will then issue a full refund minus the original postage cost. Unfortunately we regret we are unable to offer exchanges by post.
Please note that we are unable to accept returned items outside of our return period.
Any items received outside of our returns period, without prior written agreement from us, would be returned to sender.
Returns are your responsibility as we do not offer a pre-paid returns service. We therefore strongly recommend you send back items via Royal Mail Recorded Delivery or a similar trackable method - please see steps below on how to return an item by post.
If the item you received is faulty, please contact us asap via the Contact Us page or tel: 01786 461 284.
Please quote your name, address, telephone number and 17 digit identification reference (found on packing list) along with details of the product and the reason for the return. No alterations may be permitted to be made to the item. You have 14 days to return the faulty item upon receipt.
HOW TO RETURN AN ITEM BY POST
In order to return an item please follow these steps:
1. On the packing list enclosed, at the bottom, please write the reason for the return along with a contact telephone number.
2. Please wrap your item/s and packing list securely in the original packing and attach a label onto the parcel with the below address;
89 Port Street
Stirling FK8 2ER
3. Return your parcel using a trackable method. We strongly recommend using a trackable method to send items back to us, such as Royal Mail 1st Class Recorded Delivery or a similar method which gives
you a parcel tracking number.
We recommend this, because if items get lost in the normal post, we regret we are not responsible for any items not received here. Using a trackable method protects you if your item gets lost in the post, enabling you to claim from your chosen delivery company.
Once a refund is issued from us, please allow up to 30 working days for the refund to reach your account. This timeframe is dictated by your bank or card issuer and is outside our control.
If after 30 working days of returning your item you have not been refunded, please contact us.
... RETURN AN ITEM/S BY HAND (TO SHOP)
If you would like to return/exchange your item, you are welcome to do this returning the item/s by hand in its original condition and in its original packaging within 14 days of receipt by visting our shop -
Stons, 89 Port Street, Stirling with your purchase and packing list form where we are then happy to assist.
We can offer you an exchange, credit note or full refund minus the original postage cost.