Delivery & Returns

Delivery

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

 

Couriers

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.

 

Delays

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.

 

Tracking Your Order

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.

 

Checking Your Order

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 TypeShipping RateTime of Delivery
Standard£5.952-5 days
Next day - must order before midday on a working day* £9.95next 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 / ContinentShipping RateTime of Delivery
UK Mainland£5.952-5 days
France (FR)£17.952-3 working days
Germany (DE)£17.952-3 working days
Holland (NL)£17.952-3 working days
Austria (AT)£17.953-5 working days
Italy (IT)£17.952-3 working days
Spain (ES)£17.952-3 working days
Belgium (BE)£17.952-3 working days
Finland (FI)£34.954-7 working days
Greece (GR)£34.954-7 working days
Luxemberg (LU)£17.952-3 working days
Portugal (PT)£34.953-5 working days
Poland (PL)£34.953-5 working days
Sweden (SE)£34.953-5 working days
Romania (RO)£34.954-7 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.


Returns & Refunds

Getting your order back to us

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 sales@jackstonehouse.com.

    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 sales@jackstonehouse.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

    OR 

    Sign for the item as damaged and then forward on details of the issue plus any supporting images within 3 working days to sales@jackstonehouse.com

  • 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.

 

Contacting Us

If you have any questions about returning goods, please don’t hesitate to get in touch with our friendly customer service team.

 

Contact telephone: 01604 537900

Contact email: sales@jackstonehouse.com

Availability: Monday to Friday, 9am to 5pm

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