Help & Contact

Please select the subject below and click for more information.
  • How do I place an order?

    To place an order, head to the product page and click 'add to basket'.

    You will then be given the option to view your basket or go to checkout.

    Click 'proceed to payment' and fill in your details as either a new or returning customer.

    Complete your delivery information and then your payment details.


    If you have any queries about our products or issues placing your order through our website, please contact our friendly support team who will be glad to help. You can reach them on 01604 537900, opening hours are:

    Monday - 9am to 5pm

    Tuesday to Friday - 9am to 3pm

  • How can I pay for my order?

    We are pleased to offer several payment options when purchasing items through our website. We are SSL certified to ensure that your details remain safe and secure at all times.

    Credit/debit card

    Amazon Pay

    Paypal*

     

    *Please note that the delivery address in your Paypal account is automatically selected when using this payment method. You should therefore ensure that all delivery details are up to date in your Paypal account prior to placing your order.

  • How do I know if my order was successful?

    Once you have successfully placed your order, you will see a confirmation page with an order reference.

    You will also receive a confirmation email from us with your order details.

  • Can I order from outside of the UK?

    Jack Stonehouse is pleased to deliver to UK Mainland, Scottish Highlands and Northern Ireland customers as well as offer standard and express delivery options.

    For full details of locations to which we are able to ship our products, along with rates and timescales, please visit our dedicated delivery page.

    Please note that all orders will be processed in GBP £.

  • How do I reset my account password?

    Sorry to hear you've forgotten your password.

    Simply hover over the 'Login' icon in the top right-hand corner of the website and click 'Account'.

    Click the 'Forgotten Password?' link under the 'Returning Customer' section and a password reminder will be sent to the email address registered to your account. 

  • How do I get an update on my delivery?

    Once your order has been despatched you will receive a despatch confirmation email and this will specify the delivery company and tracking number for your parcel(s).

    On the morning of the day of delivery, you will also receive another email/text alert directly from the courier detailing the delivery window. Using the courier's own website, you may then have the option to alter your delivery or to forward any instructions on to them.

    If you would like further assistance with the delivery of your item, kindly reach out to our customer support team and they will be glad to assist.

    You can reach them at sales@jackstonehouse.com or on 01604 537900. The team is available:

    Monday - 9am to 5pm

    Tuesday to Friday - 9am to 3pm

  • What are your delivery charges?

    Expected Standard Delivery Times

    UK Mainland - 2-5 working days     

     

    Expected Express Delivery Times

    UK Mainland - 1-2 working days (order before midday for same day dispatch) 

    *Excludes weekends and bank holidays

     

    Delivery Cost’s Table

       

    Basket Value

    Delivery Rate

    Delivery Type

    £0 - £29.99

    £2.99

    Standard Delivery

    £30 - £69.99

    £3.99

    Standard Delivery

    £70 - £99.99

    £5.99

    Standard Delivery

    £100 +

    FREE

    Standard Delivery

    £0 +

    £8.95

    Express Delivery

     

  • What are your delivery timescales?

    Expected Standard Delivery Times

    UK Mainland - 2-5 working days     

     

    Expected Express Delivery Times

    UK Mainland - 1-2 working days (order before midday for same day dispatch) 

    *Excludes weekends and bank holidays


    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, on a bank holiday or a weekend will be dispatched on the next available working day. 


     

    *Please be aware that delivery to the Scottish Highlands and Northern 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 an express working day timescale to these locations.*

     

    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.

  • Which couriers do you use?

    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.

    Once your order has been despatched from us you will receive a despatch confirmation email and this will specify the delivery company and tracking number for your parcel(s). 

  • Do I need to check my order upon receipt?

    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.

    Any claims for damages or discrepancies much be submitted within 3 days of receipt of your goods.

  • When will I receive my refund?

    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.

     

    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.

  • How long do I have to return an item?

    Please 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.

    Please be aware that we will need to inspect and approve a return before issuing any refunds.

  • How do I return an unwanted item?

    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.

    Please be aware that we do not refund the original postage costs on any items that are returned as unwanted.

  • How do I return a faulty item?

    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.

  • How do I contact you?

    If you require any support from our friendly and knowledgeable customer team, you can reach them either via email or by telephone.

    Sales: 01604 537900

    Sales: sales@jackstonehouse.com

    Marketing: marketing@expressco-direct.com


    The team is available:

    Monday - 9am to 5pm

    Tuesday to Friday - 9am to 3pm

     

    We endeavour to respond to email enquiries within a 48 working hour timescale, however, there may be delays during busier periods. We thank you for your patience and understanding with this.

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