See below for a whole bunch of questions that we very occasionally get asked or we reckon you might find useful.
Do I need to login to my account to place an order?
Whilst we think it’s 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 forgotten my password?
No biggie, we understand 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. Our team are available Monday to Friday 9.30am – 4.30pm, please contact them on 01246 299 808. 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 (Saturdays and Sundays are not considered working days).
For an additional charge we do offer next day delivery. Orders eligible for next day delivery will need to be placed by 2pm. Orders placed Saturday and Sunday will be posted out on Monday, meaning they will arrive with you on Tuesday.
Click and collect orders are free of charge, they can be collected from one of our three stores Monday to Saturday 10am – 16.30pm and Sunday 11.30am – 15.30pm. These orders are sent 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 decide to identify our confirmation emails as spam. Secondly, we recommend checking in your account details, confirming 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, shoot us an email with your order number to firstname.lastname@example.org and we’ll be able to help you out.
If something is out of stock, when will it be coming back in?
It’s tough having so many sensational products, because it means that from time to time, we completely sell out. We try our best to keep our warehouses full of stock and we will try to reorder the most popular items but this isn’t always easy peasy. If you’d like to be in the know, you can request a notification of when an out of stock item comes back in by entering your email into the ‘notify me’ box.
How do I use my discount code?
If you have been lucky enough to nab an exclusive offer from us then well done, we don’t give those 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 we have 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?
We are committed to customer privacy and your safety is of the utmost importance. We will never sell or exchange customer’s information with anyone else. We only share 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?
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.
What is your returns policy?
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 email@example.com to log the return and to advise of your reason for returning and we will provide you with the necessary information on how to get the item back to us.
If you would like to return an item due to a change of mind, just email us at firstname.lastname@example.org with your request within 28 days of your order. 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.
Do you offer international delivery?
We love all of our 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 us at email@example.com and we will do our very best to see how we can make your purchase possible.
Why do you discontinue some products?
We spend months at a time travelling the globe for the latest and most interesting items, things that inspire us 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 three locations in the UK. With one in Dronfield, Leamington Spa, and High Garrett. 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.
If you do not see an answer to your specific question, please do not fret, we’re always on hand and absolutely love a chat. Head over to our ‘Help and Contact’ page, where you will find the most suitable way to receive a swift and helpful response.