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). For detailed delivery info on a specific product, please feel free to talk with our dedicated 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, 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 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 £5.95
Expected Express Delivery Times
UK Mainland - 1-2 working days (order before midday for same day dispatch) £8.95
*Excludes weekends and bank holidays
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 email@example.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 firstname.lastname@example.org.
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: email@example.com
We are open:
Monday - 9am to 5pm
Tuesday to Friday - 9am to 3pm
Thanks to our SSL certification, you can browse our website confidently without worrying about your information not being securely stored. Once you have found your ideal product, you can place your order using the below payment methods:
Changed your mind on your item? Not a problem!
Please let us know within 14 days of receipt of your goods, you'll then have an additional 14 days to return to us.
We kindly ask that you email us at firstname.lastname@example.org with your order details and advise whether you would like a refund or exchange.
Please note that unwanted items are returned at the customer's expense and must be sent back unused and in the original packaging and condition in which they were received - this is also applicable to orders with multiple boxes.
Please also request proof of postage from your chosen courier and provide this in your email to us.
N.B. All items should be checked upon delivery, even if you are not planning on using your item straight away.
We're sorry to hear that you have received a faulty item.
In the event of your order arriving faulty or damaged, we kindly ask that you either reject the order upon delivery or sign for the item as damaged and then reach out to us at email@example.com within 3 working days.
Please provide your order details, information about the fault/damage, and supporting images in your email to us.
Our team will review the information provided and, if a replacement is agreed, we will send this to you free of postage charges.
If you would prefer a refund, please kindly let us know and we will arrange collection of the faulty item.
N.B. Please be aware that we cannot accept any damaged claims after 3 working days of receipt of the order.
Once we have confirmation that we have received your items, we will process your refund within 3-5 working days via your original payment method.
Alternatively, we will send out your replacement/exchange according to the above timescales if this has been requested instead of a refund
Please note that refunds for unwanted items do not include the original postage costs, only the amount of the product itself.
For any updates on your refund, please feel free to call our friendly team on 01604 537900 (Mon to Fri, 9am-5pm).
N.B. If an unwanted item is not returned to us in its original packaging and condition, we reserve the right to withhold part or all of a refund.
All of our items come with a one year manufacturer's warranty as standard.
Any manufacturing faults should be reported to us within 3 working days of receiving your goods.
Please refer to 'how do I return an unwanted item' section for more information.