CUSTOMER NOTICE - Due to high order volumes we are unable to offer express delivery at this time. We thank you for your understanding.
Our hardworking warehouse team collaborate with dedicated courier services to deliver your order as carefully and efficiently as possible. Items are dispatched on weekdays.
Jack Stonehouse is pleased to deliver to UK Mainland and European customers as well as offer standard and next day options (UK Mainland only, orders placed on a working day).
Please note that orders placed on a weekend or bank holiday will be processed on the next working day and then dispatched according to your chosen delivery method.
If you have any queries on delivery rates or timescales for a particular product, please don’t hesitate to speak with our knowledgeable customer service team.
Please note that orders for express delivery must be placed before midday on a working day for same-day dispatch. Any orders placed after the midday cut-off will be dispatched on the next available working day.
Please be aware that delivery to the Scottish Highlands and Ireland can take an extra couple of days, therefore we advise that you do not choose express delivery as our couriers are unable to deliver within a next working day timescale to these locations.
Expected Standard Delivery Times
UK Mainland - 2-5 working days
Europe - 3-7 working days
The delivery company used varies according to the size/weight of your item(s).
We currently deliver using the following couriers: Royal Mail, Hermes, Yodel, XDP, and DPD.
Whilst we work as hard as possible to deliver your order within the provided timeframes, sometimes delays are unavoidable as a result of conditions outside of our control or during peak periods.
For specific delivery details on a particular product or for tracking info on your order, please get in touch with our friendly customer service department who will be happy to assist further. The team are available on 01604 537900 from Mon-Fri 9am-5pm.
At point of delivery we kindly request that you please check your order for any signs of damage - even if you do not intend to use your item immediately - at which time you can sign for as damaged with the courier or reject the delivery. Please report any damages to our customer service team by calling on 01604 537900 or by completing our online contact form.
Any claims for damages or discrepancies much be submitted within 3 days of receipt of your goods.
UK Mainland Delivery Rates
|Delivery Type||Shipping Rate||Time of Delivery|
|Next day - must order before midday on a working day*||£9.95||next day|
*Please note that any express delivery orders placed after the midday cut-off will be dispatched on the next available working day
European Delivery Rates
|Location / Continent||Shipping Rate||Time of Delivery|
|UK Mainland||£5.95||2-5 days|
|France (FR)||£17.95||2-3 working days|
|Germany (DE)||£17.95||2-3 working days|
|Holland (NL)||£17.95||2-3 working days|
|Austria (AT)||£17.95||3-5 working days|
|Italy (IT)||£17.95||2-3 working days|
|Spain (ES)||£17.95||2-3 working days|
|Belgium (BE)||£17.95||2-3 working days|
|Finland (FI)||£34.95||4-7 working days|
|Greece (GR)||£34.95||4-7 working days|
|Luxemberg (LU)||£17.95||2-3 working days|
|Portugal (PT)||£34.95||3-5 working days|
|Poland (PL)||£34.95||3-5 working days|
|Sweden (SE)||£34.95||3-5 working days|
|Romania (RO)||£34.95||4-7 working days|
*Delivery to these locations can take an extra day. Please contact our customer service team to confirm delivery timescales for Highlands, Islands and Ireland. Please note that we are unable to deliver to Jersey and Guernsey.
When to Return
Changed your mind about your order? Not a problem – simply let us know within 14 days of receipt of your goods that you wish to return your unwanted goods. You then have a further 14 days to return the item(s) to us.
Information regarding the return of damaged goods can be found at the bottom of this returns policy.
Please be aware that we will need to inspect and approve a return before issuing any refunds.
How to Return
We kindly request that you put your returns request in writing to us and state whether you would like a refund, exchange or replacement.
If you have purchased your item via our website, please inform us of your request via email at firstname.lastname@example.org.
If you have purchased your item via a third party sales channel such as eBay or Amazon, please inform us of your request via the respective third party chat/email.
Please note that you are liable for any transportation costs incurred to return your item(s).
Please be aware that any unwanted goods should be returned to us unused, in their original packaging, and in the condition in which you received them. Please check that all instructions and fixings for your item are included with your return.
If your order comes in multiple boxes, please ensure that all parts are returned to us in their original packing and in their original received condition.
Please ensure that you also request proof of postage from your chosen courier and notify us of your return tracking information at email@example.com.
Getting a Refund
The team processes the refund to your original method of payment within 3-5 working days of confirming that we have received your item(s). The return of the funds into your account is then dependant on the end processor, e.g. your bank, Paypal, Amazon Pay, etc.
For items that are returned to us as unwanted, we will refund the original paid price of the item itself only - the delivery charge is not included in your refund.
If you have requested a replacement or exchange of your goods, this will be sent out once we have received and approved your return.
We reserve the right to withhold part or all of a refund should any unwanted goods not be returned to us in their original condition. A re-stocking fee may also apply.
If you would like an update on the status of your refund, exchange or replacement please contact our team on 01604 537900 (Mon to Fri, 9am-5pm).
Returning Faulty Products
All items should be checked upon delivery, even if you are not planning on using your item straight away.
Although we strive to ensure that all of our products are carefully packaged and delivered to our customers, unfortunately there may be rare occasions when an item arrives faulty or damaged.
In the event of receiving a faulty item, we please ask that you either:
Reject the item upon delivery
Sign for the item as damaged and then forward on details of the issue plus any supporting images within 3 working days to firstname.lastname@example.org
Please be aware that we cannot accept damaged claims after 3 working days of receipt of the order.
Any replacements for items that have been agreed upon by our team as faulty/damaged will be sent to you free of postage charges.
If you have any questions about returning goods, please don’t hesitate to get in touch with our friendly customer service team.
The team can also arrange for one of our couriers to collect a return on your behalf – please note that a return carriage will be deducted from your final refund.
Contact telephone: 01604 537900
Contact email: email@example.com
Availability: Monday to Friday, 9am to 5pm