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FREQUENTLY ASKED QUESTIONS

Stanley has compiled a list of the questions that he is asked more regularly.  He hopes you might find an answer to your query below.

 

Do I need to login to my account to place an order?

Whilst Stanley thinks it is always best to create an account and use this when placing orders there is also the option of checking out as a guest. Please be aware that checking out as a guest will not retain all your order information for future use and will not keep a detailed history. Creating an account and using this when you place orders means that you can easily login to see previous orders and will ensure your billing and delivery information is already entered to make all future orders quick and easy.

 

What happens if I have forgot my password?

Don’t panic, Stanley understands that these days we all have so many passwords to remember that occasionally you may misplace or forget one. For this reason, you can click on ‘forgot my password’ and a link will be sent to your email address in order for you to reset it.  We recommend you reset your password as soon as you receive the email by clicking on the ‘reset my password’ link.

 

Can I place my order by telephone?

If you are having trouble placing an order on our website or you just fancied speaking to a real person it is possible to place your order over the phone. Stanley’s customer service fledglings are available Monday to Friday 9.30am – 4.30pm, please contact them on 01246 299 808. We only offer a standard delivery service with this ordering option and the order must be shipped to the billing address associated with the payment card.

 

How long will my order take to arrive?

This depends on the delivery method selected. Standard delivery takes 4-5 working days (Saturday and Sunday are not considered a working day).

For an additional charge we do offer next day delivery. Orders eligible for next day delivery will need to be placed by 12pm. Unfortunately, orders placed Saturday and Sunday are not eligible for next day delivery and will only be eligible for standard delivery or click and collect.

Click and collect orders are free of charge, they can be collected from one of our four stores Monday to Saturday 09.30 – 16.30 and Sunday 11.30am – 15.30pm. These orders are sent down to the stores weekly therefore they may have a waiting time of 8 days. We will email to advise when the order has been dispatched and when it is available for collection.

 

When will I be charged for my order?

If you use a credit or debit card you will usually see we authorise the amount when you place an order, however you will not actually be charged until the item has been dispatched. If for any reason your order is cancelled the authorisation payment may take up to 3 working days to be released.

 

I have not received my confirmation email.  What should I do now?

If you haven’t received a confirmation email from us when you placed an order we ask you follow these few simple steps.

Firstly, try checking your junk mail, sometimes despite our best efforts your mailbox may identify our confirmation emails as spam.

Secondly, we recommend checking in your account details, confirm you have used the correct email address and that you can see the order in your order history. If the order history is empty it may be that you used a different email address at the time of placing the order.

Finally, if you are still having difficulty locating your order and have not received a confirmation email within 24 hours we ask that you contact our customer service department, where Stanley or one of his fledglings will be able to assist you further.

 

An item I wish to order is marked ‘Pre-Order’. What does this mean?

Sometimes Stanley will list a product available for pre-order. This is an item that we are waiting for in the warehouse that we are effectively letting you place an advance reservation for. You will not be charged for the item at the time of placing the pre-order and will receive an email when the item is in stock and available and will then be able to confirm the order and make payment. We do not guarantee any items placed on pre-order will be available for purchase, items are only guaranteed once the final order has been placed and payment authorised.

 

How do I use my discount code?

If you have been lucky enough to get an exclusive offer from Stanley then well done, he doesn’t give these out lightly. Once you have proceeded to the checkout stage of your order you will see payment options, it is here you will see a box titled ‘Apply a promotional code’. Once you have entered your promotional code you will see the discount applied to the order. Some items may not be eligible for a discount. Discount codes may only be eligible for a limited time and Stanley has the right to remove a discount code at any time. Promotional codes are for online use only and not valid in store.

 

I am having trouble having my payment accepted. What should I do now?

If your payment has been declined we recommend contacting your card provider, they will be able to provide details on why the payment was declined.

 

Is your site secure?

Stanley is committed to customer privacy and your safety is of the upmost importance. Stanley will never sell or exchange his customer’s information with anyone else. Stanley only shares the relevant information with the parties involved with the processing of your order. There are procedures in place to protect your privacy and these are upheld in all circumstances.

 

How will my order be delivered?

Stanley would love to hand deliver all his items, however his wings are small and as fantastic as he is at flying he just can’t keep up with the boys from DPD. We use DPD for all deliveries. DPD offer an outstanding tracking service for all parcels. You will receive an email and text message from DPD and be able to see up to date information on your order’s journey as well as a timed delivery slot, precise to within one hour. To track your parcel, please use the 15-digit tracking ID found in your despatch confirmation email on dpd.co.uk.

 

Why has my order been split?

Depending on the items you ordered there may, on occasion, be cause to split the contents of your order. The majority of our online orders are picked and shipped from our warehouse in Derbyshire, however some items may only be available from our stores. This may mean Stanley is required to send parts of your order separately, therefore they may arrive in different boxes and occasionally on different days. When this happens, you will receive multiple dispatch emails depending on the number of deliveries you are to receive. You will only ever be charged one shipping fee when this happens.

 

Can I return a website bought product easily?

Let’s be honest, no one likes to have to return a beautiful item they have received but if for any reason an item arrives damaged or faulty then we will make the returns process as easy as possible. We ask that you first contact us at returns@stonethecrowsretail.co.uk to log the return and to advise of your reason for returning and we will provide you with the necessary returns form and information on how to get the item back to us.

If you would like to return an item due to change of mind please be advised that all delivery and return costs are not refundable.

You may be able to return an item free of charge at any of our stores, original postage charges not included. Please contact us first to seek advice.

For any products bought in one of our stores you will need to return to the store in question or contact them directly in regards to any returns and exchanges.

 

I am wishing to place an order from overseas.  Is this possible?

Stanley loves all customers, whether you are in Chichester or the Czech Republic, Milton Keynes or the Maldives, however we are still working on our international delivery process. If you are outside of the UK and would like to place an order with us please contact Stanley at stanley@stonethecrowsretail.co.uk  and he will do his very best to see how he can make your purchase possible.  

 

Why do you discontinue some products?

Stanley spends months at a time traveling the globe for the latest and most interesting items, things that inspire him to create beautiful interiors. For this reason, we can only offer ranges for so long, we have to create space for the new and keep our ranges modern, exciting and exclusive to us. This means that from time to time we may discontinue an item or a range, but this only means that we have more items coming soon. Feel free to contact us if you are looking for something in particular as we still may be able to help you.

 

Can I visit a Stone the Crows! store?

We currently have stores in four locations in the UK. With one in each Dronfield, Leamington Spa, High Garrett and Sheffield. If you live in these areas or are passing through we would love you to stop by and say hello, we have exclusive items only available in store and our friendly and helpful staff are always happy to see you.

 

Where can I find out about Stone the Crows! special offers and discounts?

Make sure you sign up for an account with us to be the first to know about any offers, promotions or competitions we may be running. Stanley loves to send out occasional emails but promises not to bombard your inbox with copious amounts of spam. For more information on our privacy policy and to see how Stanley uses your information please click here.

 

If you do not see an answer to your specific question, please do not worry.  Stanley and his nest of customer friendly fledglings will be only too pleased to offer all the help you need.  Please go to our ‘Help and Contact’ page, where you will find the most suitable way to receive a swift and response.

 

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