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Returns Policy
We hope that you will be completely happy with your purchase, if however you wish to return part of, or all of your order; please carefully read the notes and instructions on the following pages.
You may return your purchase provided that:- It is returned within 14 days of receipt of delivery (or within 7 days if your purchase was a “sale” item).
- You have taken care of the item and it is in an unworn, unused condition.
Please ensure:
- it is returned with the garment labels still attached and is accompanied with the original packaging.
- The returns label and your returns authorisation number is securely attached to (or written on) the outside of the packaging – this ensures that we can trace your account details in order to offer a credit or refund.
- You have chosen the most appropriate returns code as your feedback assists us in providing an improved service.
Returning an item
All on-line purchase returns must be carried out through our website. Unfortunately we are not able to accept returns to any of our stores. Nor can we accept online returns for goods purchased from our stores.
You are responsible for the expense of posting of goods back to us as we do not currently offer free returns.
We recommend you obtain a proof of posting receipt or return the goods by secure means i.e. special or recorded delivery. We cannot accept any responsibility for returned goods that are lost in the post if these methods of posting were not obtained.
To return items:- Login to your account at www.thestockshop.co.uk. If you do not have an account with us please contact customer services for assistance.
- Locate the order that contains the item(s) you wish to return.
- Click on the return button.
- Enter the number of items you wish to return.
- Click on the return button.
- Your returns number will be displayed just to the right of the returns button.
- Choose the most appropriate reason code and enter this on the returns label in the appropriate box.
Reason Codes: S Incorrect size – please state size ordered C Incorrect colour – please state colour ordered Q Incorrect quantity – please state quantity ordered I Incorrect item – please state the correct item N Not as expected R Not required L Late delivery T Damaged in transit D Defective A Addressee unknown / moved away O Other reason – please state reason. - Print off the returns label and securely attach it to the outside of your return package. 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.
- Parcel up the goods carefully and securely, ensuring that you have included the original packaging.
- 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.
Returns address
Please post your returns to:
The Stock Shop
Returns Department
16a Lancaster Way
Ely, Cambs.
CB6 3NW
United Kingdom
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.
Our goodwill return policy does not affect your statutory rights under the Consumer Protection (Distance Selling) Regulations 2000.
Postage costs
Unfortunately we do not currently offer free returns. This means that you are responsible for the postage costs when returning goods. We believe that you, the customer, require the best value for money and we prefer to keep our costs down. If we were to provide free returns we would have to increase our costs to accommodate the additional expense. However, where the goods are deemed to be damaged, defective, incorrect, or not as ordered, we will include your returns postage costs in your refund.
My items were delivered late
If your delivery arrived too late for a special occasion, and you no longer require the goods - we sincerely apologise.
Please return the goods noting reason code L (Late delivery) on the returns label. We will offer a refund provided that the purchase is in an unworn, unused, and in a re-sellable condition.
Please note that our delivery terms are up to 5 working days within mainland UK - from the day of despatch from our warehouse. If you believe that you allowed sufficient delivery time, please contact us and we will investigate your late delivery with our courier partner and where possible share our findings with you.
Depending on the circumstances of the late delivery i.e. where the delivery was successful on the first attempt albeit late or where the delivery time was exceeded; we reserve the right to refund your original delivery charge in addition to the original purchase price. We cannot accept responsibility for late delivery; if the courier was unable to deliver to your chosen address i.e. no access to address. If we are unable to deliver your goods within 30 days from the date of your order we will contact you.
My items arrived damaged
If you are returning goods that arrived in a damaged or defective state, we sincerely apologise and thank you for bringing this to our attention.
Please return the goods to us noting reason code T (Damaged in Transit) or D (Defective) on the returns label and we will investigate the origin of the damage.
We may offer a credit, exchange or refund, which will include the cost of the delivery and returning the goods.
I received incorrect items
If we have delivered goods which were not on your original order, we apologise. The goods may have been a substitute due to stock levels. Wherever possible we do provide prior notification of the substitute.
If you wish to return the unwanted goods please select reason code I (Incorrect Goods). When we receive the returned goods, if we do not have the originally requested goods in stock, we will offer a refund to include the cost of returning the goods.
Where the goods are part of a selection pack we cannot guarantee the variety of the selection and we reserve the right to substitute styles within the same range.
Products ineligible for return
We are sorry but we cannot accept returns:- Of any pierced jewellery, lingerie, bra accessories, headwear or swimwear.
- If the package arrives without the returns label attached or without the authorisation number marked on it, as we will not be able to identify your return.
We will not normally refund original delivery costs including postage and packaging unless the goods you have received were damaged or defective or incorrectly sent to you.
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.
I have a query about my delivery
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 or via an email to mail@thestockshop.co.uk 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 28 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.
After several attempts to deliver, our chosen courier; The Royal Mail; will leave you a card advising the address of the nearest post office where your goods have been taken for your collection. Should you not collect the goods, after 21 days, the goods will be returned to our warehouse when we shall cancel your order and place a credit on your account. We will contact you to advise of the situation.
My order has been cancelled
We reserve the right to cancel the sales contract between you and The Stock Shop if:- We have insufficient stock to deliver the goods you have ordered.
- 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.
- We have any reason to believe that the delivery address or any aspect of the sale transaction appears to be fraudulent.
- We have any reason to believe that the delivery address or any aspect of the sale transaction appears to be fraudulent.
- If 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.
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.
Refund policy
Your satisfaction is our first priority. If you are unhappy with a product or would like to cancel your order, you can e-mail, telephone or write to us, quoting your email address.
You must take all reasonable care* of the goods and must not use them.
Goods must be returned within 14 days of your cancellation notification or if the goods are sale items, within 7 days of your cancellation.
Provided that the purchase is in an unused and re-sellable condition, you will receive a refund within 30 days of your notice to cancel.
We will not normally refund original delivery costs including postage and packaging unless the goods you have received were damaged or defective or incorrectly sent to you.
* Reasonable care implies that it is the customer’s responsibility to ensure that the goods are kept is a safe, clean, dry, damp-free and cool environment. The goods must be returned in an unworn unused re-sellable condition. Additionally the goods must be re-packaged carefully and securely to prevent any loss or damage during transit.
Please allow 7 working days for confirmation of the returned goods. During busy times, your refund may take up to 30 working days, however under these circumstances we will contact you to acknowledge safe receipt of your return. After this time has elapsed, if you have not received any communication from us, please contact us and we will investigate the matter immediately. You may be asked to provide us details of the return, such as the proof of posting.
Refunds of gift vouchers
Refunds on purchases of gift vouchers will only be given in accordance with your legal rights.
Our goodwill pledge to you
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.
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.
