Customer Help

Returns Policy:

1. Time Frame: You have 30 calendar days to return an item from the date you received it.

2. Condition: To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging. Please ensure you have the receipt or proof of purchase.

3. Non-returnable Items: Gift cards, downloadable software products, and any item not in its original condition, damaged, or missing parts for reasons not due to our error are exempt from being returned.

4. Refund Process: Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within a certain number of days.

5. Shipping Costs: You will be responsible for paying your own shipping costs for returning the item. Original shipping costs are non-refundable. If you receive a refund, the cost of the original shipping will be deducted from your refund.

Please note that our returns policy may be subject to change. Always refer to our website for the most up-to-date information, and don’t hesitate to contact us if you have any questions or concerns about a return.

1. Contact Customer Service: Reach out to our customer service team as soon as you notice the error. Provide them with your order number and a brief description of the item you received.

2. Provide Evidence: It’s helpful if you can take a photo of the incorrect item you received, especially if there are any labels or unique identifiers.

3. Return Shipping: Once we verify the mistake, we’ll provide instructions on how to return the item. Typically, we’ll cover the return shipping costs in cases where the error was on our end.

4. Correct Item Dispatch: As soon as we receive and inspect the returned item, we’ll dispatch the correct item to you promptly. We’ll strive to expedite this process to minimise any inconvenience.

5. Follow-up: Our customer service team will keep you informed at every step and ensure you’re satisfied with the resolution.

1. Document the Damage: Before you do anything else, please take clear photos of the damaged product and, if applicable, any damage to the packaging as well. This documentation will be vital for our records and any claims process.

2. Contact Customer Service: Get in touch with our customer service team as soon as possible. Provide them with your order number, a description of the damage, and attach the photos you’ve taken.

3. Return Process: Based on the nature of the damage, we may ask you to return the product. If this is the case, we’ll give you instructions on how to do so. We typically cover the return shipping costs for damaged items.

4. Replacement or Refund: Once we have confirmed the damage, we’ll offer to send a replacement item to you or process a full refund, depending on your preference.

5. Review and Improve: We continuously work with our shipping partners and review our packaging methods to reduce the chances of items getting damaged in transit.

Ensuring you have a smooth and positive experience is paramount to us. If you need assistance or have any concerns, here’s how to get in touch with our customer support:

1. Online Support Form: Visit our website and navigate to the ‘Contact Us’ section. Fill in the form provided with your details and the nature of your query, and we’ll get back to you as soon as possible.

2. Email: Drop us an email at info@stovefancompany.com with your query, and we’ll endeavour to respond within 24 hours.

3. Phone Support: You can call us at +44 0191 265 5000 during our working hours, and a customer support representative will assist you.

4. Help Centre: We also recommend checking our Help Centre or FAQ section on our website. It provides answers to common questions and might have the solution you’re looking for.

5. Social Media: You can reach out to us via our official social media pages (e.g., Facebook, Twitter, Instagram). Send us a direct message, and our team will assist you.

Please have your order number and relevant details ready (if applicable) to help us assist you more efficiently. Your satisfaction is our priority, and we’re here to help in any way we can.

If you have entered an incorrect shipping address, please take the following steps as soon as possible:

1. Contact our customer service team immediately and provide them with the correct shipping address. You can reach us by phone at +44 0191 265 5000 or by email at info@stovefancompany.com
2. If your order has not been processed or shipped yet, we will make every effort to update the address before it is sent out for delivery.
3. If your order has already been processed or shipped, we may still be able to assist you. We can provide guidance on how to communicate with the shipping carrier to attempt an address correction.
4. In some cases, a package may be returned to us if the shipping address is incorrect or undeliverable. Once we receive the package, we will contact you to confirm the correct address and arrange for reshipment.

Please note that it is crucial to act quickly to increase the chances of correcting the shipping address successfully. We understand that errors can occur, and we are here to help resolve any issues that arise.

Certainly, we understand that sometimes circumstances change, and you might need to modify or cancel an order. Here’s what you should know:

1. Immediate Action: If you wish to amend or cancel an order, it’s imperative that you contact us as soon as possible after placing it. Given our aim for speedy dispatch, often on the same working day, there’s a limited window to make changes.

2. Dispatched Orders: If your order has already been dispatched, we may need to wait for it to be returned to us before processing a refund. In such cases, the original shipping costs might be deducted from your refund.

3. Changing Order Details: If you want to swap an item or change the delivery address, get in touch immediately, and we’ll do our best to accommodate, but it’s not guaranteed if the order is already in the dispatch process.

4. Contacting Us: Reach out to our customer service via the provided channels—email, phone, or through our website—to facilitate the change or cancellation.

   Remember, the sooner you notify us, the more likely we can ensure your request is successfully actioned. Your satisfaction is important to us, and we’ll do our best to assist with any changes you require.

Yes, we understand how disappointing it can be to find that an item you desire is sold out. To ensure you don’t miss out when stock is replenished, we offer a pre-order option for certain items. Here’s how it works:

1. Pre-order Option: On the product page of a sold-out item, if pre-ordering is available, you’ll see a ‘Pre-order’ button instead of the typical ‘Add to Cart’ button.

2. Expected Dispatch Date: Before you pre-order, we’ll provide an estimated dispatch date so you have an idea of when the item might be shipped to you. Please note, this is an estimate and can be subject to change based on various factors.

3. Payment: When you pre-order an item, you’ll be charged at the point of order. This ensures the item is reserved for you once back in stock.

4. Notifications: We’ll keep you updated on the status of your pre-ordered item, including any changes to the expected dispatch date.

5. Cancellations: If you decide to cancel your pre-order before it’s dispatched, please contact our customer service, and they’ll assist you in processing the cancellation and refund.

6. Regular Updates: We strive to keep our product listings and availability dates as accurate as possible. However, for the most up-to-date information or if you have any questions regarding your pre-order, please reach out to our customer support.

Remember, pre-ordering guarantees that you’ll receive the item even when demand is high. We appreciate your patience and trust in choosing to shop with us.