Frequently Asked Questions

Delivery

We currently ship everywhere within the UK (including the Chanel Islands). International shipping is not available.

Our standard delivery charge is £3.95. All orders are sent via Royal Mail 1st class 24.

This is not something that is currently available due to COVID-19 restrictions but will be re-instated soon.

Parcels are not despatched on a tracked service and any tracking details provided will only be updated once a delivery attempt is made.

If you're order has not been received with 7 working days of your despatch notification please contact our customer support team who will look into this further for you.

There may be occasions that your delivery is not carded by the Postman if you are not home to receive the delivery. Please can we ask that you check any ‘safe place’ your parcel could have been left and also check with your neighbours, before contacting us for assistance.

Order Queries

If you have made an error with your order please use the form on our ‘Contact Us’ page letting us know your order number and the details of the item you are wanting to change. We will do all we can to amend this for you. If needed, we may have to refund your order and re-place it with the correct items.

We currently do not have the ability to be able to take orders over the phone but will do what we can to talk you through the order process. 

I’ve received an incorrect item, what should I do?

Please accept our apologies for the error with your order. If you send the incorrect item back to us using your returns label and mark on the paperwork if you would like the correct item sending or a refund issued, we will get this sorted for you.

Please accept our apologies for the error with your order. Please contact us via the form on the 'Contact Us' page letting us know your order number and what you have missing from your order. Once we have completed stock checks on our systems we will arrange for your missing item to be despatched out to you.

Please return the item stating the fault on the returns form and letting us know if you would like a replacement or a refund. Once we have confirmed receipt and verified the fault we will process this as per your request. Where a replacement is not available a refund will be issued.

Discount Codes & Giftcards

If your giftcard was issued from one of our stores, unfortunately these are not redeemable on our website. If you would like to use this for an online purchase please send us an email via the form on our ‘Contact Us’ page and include the long number printed on the card. We will then be able to check and confirm the balance and transfer this onto an online code for you. You will receive your online code via email.

We’ve partnered with Blue Light Card and Health Staff Discounts to provide NHS discount codes. Please head over to either of these websites to claim yours.

www.bluelightcard.co.uk

www.healthstaffdiscounts.co.uk

Please note, when using a discount code it can not be used in conjunction with any other offer.

When entering a discount code, you must ensure that this is inputted exactly as the offer code is shown e.g. all in capitals without spaces. Only one discount code can be applied per order.

Returns & exchanges

You'll have a returns label included in with your order for free postage back to us.

Just include your delivery document in with the return making sure to fill in the reverse if applicable and we will do the rest.

You have 28 days from receipt of goods to return any items you do not wish to keep. Items must be in their original condition with all tags attached and in a re-saleable condition. Please be aware a refund may not be issued if returned out of this period.

We are unable to process exchanges of items through our system and therefore suggest for any alternative sizes / colours required, a new order be placed through our website. When your item is received back a refund will be issued for it.

No, all items ordered online must be returned to our head office. There is a free returns label included in with your parcel to return these back to us. We are unable to issue exchanges through the website but you will receive a refund for your return.

You can return items originally purchased in store to anyone of our branches across the UK. You will need to ensure you have your purchase receipt and that all items still have tags on.

All returns are processed within 5 working days of receipt of the parcel.

You will receive a notification via email once your refund has been issued.

Please be patient, it can take up to 10 working days for the refund to be credited to your account.  The time varies depending on which bank or card issuer you use.  

All refunds are issued back on to original purchase card / payment method.

Accounts

Click here to set up an account

If you are having problems accessing your account, please select the ‘Forgot your password’ on the sign in page to reset your password. You will only receive through an email if you have set up an account with us.

Other

As a company The Stock Shop believes that it's better for the environment if customers bring their own reusable bags with them and that charging for single use carrier bags is the best way to achieve this. Although it is reduced, single use paper bags do still have an environmental impact from production, transportation and the cost of waste disposal. There is no part of the law that stipulates that paper bags must be free of charge. Our paper bags are substantially more expensive to produce than the plastic bags that we used to give out and we do not make any profit on them. Above all our carrier bag usage has dropped by over 60% since the changes in law were introduced. We hope that our position and commitment to protecting the environment is clear and that you will continue to shop with us.