Help Pages - Frequently Asked Questions
1. SETTING UP AN ACCOUNT
2. PLACING AN ORDER
3. PAYMENT OPTIONS
4. DELIVERY QUERIES
5. RETURNS
6. CANCELLATIONS
7. YOUR RIGHTS
8. CUSTOMER SERVICE
1. SETTING UP AN ACCOUNT
Why do I need an Account?
For your own security we ask you to open an account with us.
The first time you shop with us, we will require you to enter a few details
so that we can open an account for you.
You will need to enter your e-mail address and set a password.
Your account details will provide you the ability to keep a track of your order status and your order history.
Your payment or credit card details are not held on our site for security reasons.
On returning shopping visits you can quickly enter your username and password.
You need a password for your account so that you can use the same delivery address and
method of payment you provided when you placed your first order.
You will also be able to use your password to make changes to your order and account information.
What do I do if I forget my password?
Don’t worry – we have a password reminder e-mail service [Retrieve Password]
Can I change my password?
Yes, simply e-mail us with your change of password request. [Change Password]
2. PLACING AN ORDER
Placing an order with The Stock Shop is easy. Simply follows these steps:
a) Browse
b) Select
c) Add
d) Review
e) Log In / Register
f) Billing and Delivery
g) Postage
h) Confirm
i) Select Payment
a) Browse
Browse our departments or use the search facility for the items you would like to order.
The search boxes are located at the top of the page.
Once you have selected an item of interest,
click on the title or name of the item to see further details in its product detail page.
This will provide you more detail of the item,
including its availability, colour and size range, fabric content and washing instructions (where appropriate).
b) Select
Select the size and colour (for garments) and colour/ type for giftware and also select the quantity you require.
c) Add
When you have selected all your purchases click the 'Buy Now” to add them to your Shopping Bag.
This is located on the item's product detail page.
At the top of the page you will see our Shopping Bag icon and underneath you can view the number of items and
the total value of your shopping spree!
Your shopping bag contents and value will be updated automatically as you add or delete items.
You can view this at any time and amend to review the quantity or delete the items.
To add further items, simply choose your next item as before, using the top or side departmental buttons.
d) Review
When you have completed your shopping spree,
you can review all of the items you've placed in your Shopping Bag.
You can still add new items or amend or delete items or quantities that you have placed in your Shopping Bag.
e) Log In / Register
If you have not already “signed in” during this visit you will need to do so now to proceed to the checkout.
f) Billing and Delivery
When placing your first order the delivery address must match that of the registered address of the credit card used for this order –
this is for security reasons.
For subsequent deliveries, please tell us where you would like to have your order delivered.
In the event that you are not at home to receive your parcel,
you can opt to have your parcel delivered to a SafePlace™;
this is either an alternative delivery address (i.e. your work address or a neighbour’s address)
or a secure location where your parcel can be left (i.e. in a garage, outbuilding or porch).
When choosing a SafePlace™ please choose somewhere under cover and secure as
we cannot accept responsibility for damage or missing parcels that are left in compliance with your SafePlace™ request.
When you are satisfied that the billing and delivery addresses are correct, click on the Next button to proceed.
g) Postage
We have chosen The Royal Mail as our courier partner.
We can offer either Standard or Express delivery.
For most deliveries you should choose Standard Delivery, for goods needed urgently choose Express Delivery.
We are also able to delivery outside the UK.
For full delivery options click here
Standard Delivery within the UK
Our Standard delivery to UK addresses costs £4.00 per parcel, per address for all parcels.
When the product is in stock, it takes between 3 - 5 working days for deliveries to most areas of mainland UK.
For deliveries to the Highlands, Islands, Northern Ireland, Isle of Man, Scilly Isles, Isle of Wight,
The Channel Islands and BFPO addresses – please allow 7 working days.
Express Delivery within the UK
Our Express Delivery to UK addresses costs £7.00 per parcel, per address.
Where your parcel is urgently required you can select the Express Delivery Service and
we will endeavour to get your parcel to you by the quickest land delivery method available via our courier partner.
Please allow 1 - 2 working days for this service.
Again for the far-reaching areas of the UK please allow 3 working days.
Delivery outside the UK
We are able to deliver outside the UK.
This is subject to certain restrictions according to international law.
Please click here for further details.
Free Delivery
When the total value of your order exceeds £50 – you will automatically receive free standard delivery.
This is subject to terms and conditions and applies within the UK only.
Any delivery charges for your order will be displayed on the order summary page just before
you submit your order. Click the “Next” button to proceed.
h) Confirm
This stage allows you to check all the details of you order.
Please make any changes necessary before proceeding. Click the “Next “button to proceed.
i) Select Payment
Please enter your chosen method of payment.
Please Note: All orders must be prepaid, but payment will not be taken until we are ready to despatch your order.
You can pay for your online order using the following methods:
Visa, Mastercard, Delta, Maestro, Switch, Electron or Solo and The Stock Shop Gift Card.
We are sorry we cannot accept payment by: Cash, cheque, postal orders, American Express, JCB and Diners.
To make a payment by card
i. Enter your credit card number without spaces or dashes.
ii. Enter the start date and expiry date
by clicking on the downward arrow to the right to select the relevant month and year.
iii. If using a Solo or Maestro card enter your issue number,
iv. Enter your security code (this is a three digit number on the back of your card on the signature strip).
v. Click the “Proceed” button.
The Stock Shop Gift Card Payment
If you are paying for your order with a The Stock Shop Gift Card
which does not cover the full amount of your purchase,
you will need to enter credit or debit card details to cover the additional cost.
First we will take payment from your The Stock Shop Gift Card and
take the shortfall from your credit or debit card. You may use up to 5 Gift Cards per order.
Promotional Codes
If you have a promotion code, please enter it in the box provided.
You have now completed the process - we will send you a confirmation e-mail message, once we have received your order.
We will send you another e-mail message at the time of despatch.
This will provide your “track and trace reference number” so you can keep tabs on your parcel.
3. PAYMENT OPTIONS
When do I pay for my order?
All orders must be prepaid, but payment will not be taken until we are ready to despatch your order.
We will ask you for your payment and delivery details at the Checkout stage.
How can I pay for my order?
You can pay for your online order using the following methods:
Visa, Mastercard, Delta, Maestro, Switch, Electron or Solo and The Stock Shop Gift Card.
We are sorry we cannot accept payment by:
Cash, cheque, postal orders, American Express, JCB and Diners.
Do you prices include VAT?
All our prices include VAT at the current rate (where appropriate).
Our VAT number is 511086189
How do I use a promotion code?
Once you have chosen your items proceed to the checkout.
Enter your promotion code in the appropriate box to receive the promotional discount or special offer.
Please bear in mind that promotional codes will have an expiry date.
Can I use a The Stock Shop Gift Card?
Yes, you can.
You can redeem all or part of the value on your The Stock Shop Gift Card.
Any remaining value will be credited to your card for your next shopping visit.
If your order value exceeds the credit on your The Stock Shop Gift Card,
you will be asked for the outstanding value at the checkout stage.
The use of The Stock Shop Gift Card is subject to terms and conditions.
For more information or for terms and conditions please click here
Are my personal and payment details safe?
We always ensure that your transaction is carried out with the highest level of security.
Your payment details are encrypted when you enter them and the transaction is handled by Sage Pay –
experts in e-commerce transactions.
Security of your personal details is our top priority –
please read our Privacy Statement for further information.
4. DELIVERY QUERIES
Our courier partner
We have chosen The Royal Mail as our courier partner.
For Further information please view our Delivery page
What is track and trace?
The Royal Mail delivery service includes “Track and Trace” -
so you have full visibility of your order at all times.
You simply enter your delivery code into their website!
To access this service click here.
How can I receive my parcel if I am not at home?
In the event that you are not at home to receive your parcel,
you can opt to have your parcel delivered to a SafePlace™;
this is either an alternative delivery address (i.e. your work address or a neighbour’s address) or
a secure location where your parcel can be left (i.e. in a garage, outbuilding or porch).
When choosing a SafePlace™ please choose somewhere under cover and secure as
we cannot accept responsibility for damage or missing parcels that are left in compliance with
your SafePlace™ request.
What happens if my parcel is undeliverable?
If your parcel in undeliverable The Royal Mail will leave you a card to advise that
they have attempted a delivery.
Your parcel will be delivered to the nearest Post Office or Royal Mail Depot and
the contact and address details will be on the card.
You may either ring to re-arrange the delivery or visit the Post Office / Royal Mail Depot to
collect your parcel.
If, after 21 days, the parcel is not collected, or you have not contacted either
The Royal Mail or ourselves to make an alternative delivery arrangement;
your parcel will be returned to us. On receipt of the returned parcel,
we will contact you and your order will be cancelled and any payment refunded (excluding delivery costs).
You will need to place a new order if your still wish to purchase the goods.
My delivery is missing an item
If you believe that your delivery is missing an item, or if the quantity of
your order has been under delivered –
please contact us immediately on our customer service helpline number 01353 666322
quoting your delivery note reference.
We aim to resolve your delivery query within 2 working days.
Occasionally, due to stock levels; it may be necessary to part deliver goods and
the “missing” items will be placed on back order for delivery to you as soon as new stock arrives.
We endeavour to fulfil orders with 14 days, but occasionally this may not be possible.
If we are unable to deliver your goods within 30 days from the date of your order we will contact you.
5. RETURNS
For full details on our returns policy please click here
Please Note:
we reserve the right to refuse a return, credit an account or offer a refund
where there is evidence that the goods have been used or damaged since original delivery.
To action a return:
i. enter your account via www.thestockshop.co.uk and
locate the item(s) to be returned from your recent orders.
ii. choose the most appropriate reason code (link to reason codes) and
enter this on the returns label in the appropriate box.
Please also indicate if you wish to re-order as we will credit your account with
the original purchase price in readiness for your next order.
iii. print off the returns label and securely attach it to the outside of your return package.
iv. If you do not have a printer – simply write your returns authorisation number,
reason code and our returns address (see below), on the outside of the returns package.
v. parcel up the goods carefully and securely, ensuring that you have included the original packaging.
vi. take your package to your local post office and request a “proof of posting receipt” from
the postal service and keep it safely with your delivery note,
as we cannot accept responsibility for lost or damaged returns if you do not gain this.
Returns address Please post your returns to:
The Stock Shop
Returns Department
16a Lancaster Way
Ely, Cambs.
CB6 3NW
United Kingdom
OUR RETURNS POLICY DOES NOT AFFECT YOUR STATUTORY RIGHTS RELATING TO FAULTY OR MISDESCRIBED GOODS OR
YOUR RIGHT TO CANCEL ORDERS UNDER THE CONSUMER PROTECTION (DISTANCE SELLING) REGULATIONS.
6. CANCELLATIONS
Can I cancel my order?
If you wish to cancel your order with us, you must notify us in writing or by telephone,
quoting your account number and your order reference.
Cancellation notification must be within the “cooling-off period” which is 7 days after you receive the goods.
Why have you cancelled my order?
We reserve the right to cancel the sales contract between you and The Stock Shop if:
i. we have insufficient stock to deliver the goods you have ordered.
ii. the goods you ordered were incorrectly priced due to a typographical error or
an error in the pricing information provided to us by our suppliers.
iii. we have any reason to believe that the delivery address or
any aspect of the sale transaction appears to be fraudulent.
iv. the sales transaction appears to be for the purpose of third party sales.
v. the goods are returned to our warehouse as “undeliverable”.
vi. due to unforeseen circumstances.
The above list is not exhaustive and we reserve the right to cancel any order, providing you notification by e-mail.
If we do cancel your order we will notify you by e-mail and will, where appropriate, credit your account.
We will not be obliged to offer any additional compensation for any disappointment suffered.
We reserve the right to consult with law enforcement authorities where
an attempted fraudulent transaction has been detected.
7. YOUR RIGHTS
What are my rights under the Distance Selling Regulations?
You have the right to cancel your contract with us at any time up to 7 working days after
the day on which you received your goods.
This is known as the “cooling-off period”.
This cancellation must be in writing, quoting your account number, the order number and the reason for the cancellation.
You must take reasonable care of the goods whilst in your possession and when returning
them please ensure that you use an appropriate method with sufficient postage
(i.e. please ask the post office for proof or postage).
For further information please review our Returns Policy.
For full details of your rights under the Distance Selling Regulations,
please visit your local Citizens Advice Bureau or your local authority’s Trading Standards Office.
These regulations do not apply to goods purchased from our stores.
Which law applies between us?
The contract between you and The Stock Shop will be made under English law and
subject to the jurisdiction of the courts of England & Wales.
Our goodwill return policy does not affect your statutory rights under the Consumer Protection
(Distance Selling) Regulations 2000.
8. CUSTOMER SERVICE
Our aim is for you to be completely satisfied with your purchase,
so if you require any assistance with your return –
please contact us via the "Contact Us" page or call our customer helpline on 01353 666322.
If you have any problems with your return (or any aspect of our service including delivery),
please let us know immediately so we can act promptly to endeavour to
resolve the issue to your complete satisfaction.
We want you to enjoy shopping at The Stock Shop and will do everything
we can to ensure that your shopping experience with us is a pleasant one.
