Customer Services

If you have any questions, concerns or comments please contact our customer services department. We are open Monday to Friday between 10am-6pm GMT.

t +44 (0)20 7287 7734 | e enquiries@stoneisland.co.uk

How to Shop

How do I add a product to my basket?

Simply select an item from anywhere on this site, choose your preferred size and colour - then click the 'add to basket' button. You can see the total amount of your basket by looking at the top right hand corner of the site, which displays the amount of items in your basket and the total value.

How do I view my basket?

When you have finished adding items to your basket you can view your Basket by clicking the 'View Basket' button at the top right of the site.

How do I pay for an item(s)?

To pay for your item(s) you need to go to the checkout page. A direct link can be found at the top right of the site or after viewing your basket. Once in the checkout area you will be prompted to enter your payment details to complete your order securely.

Payment Options

Which Credit Cards do you accept?

You can pay by Visa, Mastercard, Delta, Maestro, Solo, Visa Electron, American Express and PayPal.

All prices are inclusive of VAT at the current rates and are correct at the time of entering the information onto the system. The total cost of the order is the price of the products ordered plus the delivery charge.

*Please note that we will be unable to change from a residential address to a business address once the order has been dispatched.

Does my Credit Card get Validated?

All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to or does not for any reason authorise payment then we will notify you by email and not dispatch the order.

In assessing your request for goods or services, we may use your information for the purposes of the prevention and detection of fraud. One of the purposes for which we may disclose your address and postcode details is to check against the IMRG Security Alert or any other Fraud Prevention Scheme. At all times where we disclose your information it will remain secure. If you believe your details are incorrect you may correct those details by following the procedure set out in our privacy policy. See middle column.

Pre-Orders

Can I pre-order a product?

Yes, some products are not yet in store and are only available to pre-order. All pre-order products will be clearly labelled as 'pre-order'. To pre-order a product please follow the same process as you above.

When will my pre-order be delivered?

The latest that we will receive items in store is April 24th 2009. We will dispatch the item to you as soon as we receive it in store.

When will I pay for my pre-order?

You will be charged immediately if you place a pre-order.

Delivery

How soon will I recieve my order?

We aim to deliver within 3-5 working days approximately (Mon-Fri), orders placed after noon may take an extra days delivery. Please note, during busy periods, especially sale time, delivery may take between 5-7 days, however we do aim to get your purchase out sooner.

Where do we deliver?

We deliver to all Mainland UK, Ireland and Channel Island addresses ONLY.

What is the delivery charge?

There is a delivery charge of £6.00 to Mainland UK and £15.00 to Ireland and the Channel Islands on all orders below £300. Any order above £300 will be shipped free of charge.

What are my delivery options?

You can only specify a different delivery address from your billing address, if it is your place of work. Just fill in your office address details at the checkout when prompted.

Can I track my order?

You will be sent an email to confirm that we have despatched your order. On this confirmation, we will include a DHL tracking code, which you can enter into http://www.dhl.co.uk to monitor its progress. If for some reason your despatch confirmation does not include a tracking code please call the Beak Street store on 020 7287 7734 with your order number and they will update you on the status of your order.

Returns

Can I return my product to the the store?

For your convenience, you can go to the Beak Street store, excluding any concessions in department stores, with your returns. Please ensure that you take your completed despatch note with you as your proof of purchase.

If you return goods via post, please use either Royal Mail Recorded Delivery (only if value is under £30) or a delivery service such as DHL. Items above £30 sent by Royal Mail must be sent via Special Delivery service or equivalent, as we are not liable for items lost in the post. Returned goods must be packaged securely as we do not accept responsibility for goods that are damaged in transit. Please do not select a special delivery option that will have the package arrive at our Beak Street store before 10 am

Upon receipt of your return we will inspect and deal with the return in conjunction with our Returns Policy. Any refunds will be made using the same method for the initial transaction. Please note that credit card companies only allow refunds to be made to the card used to pay for the original order. Please be aware that it can take as long as seven working days for a refund to be acknowledged by your credit card company. This returns policy does not affect your statutory rights.

How do I return an order?

Please return all parcels by registered mail in their original condition, to the address below, within 14 working days from receipt.

46 Beak Street
Central London
W1F 9RJ
020 7287 7734

Do we refund the delivery charge?

If we have made a mistake on an item sent to you or it is faulty or damaged we will refund the delivery charges you have paid to receive that item.

Full details of the returns procedure will also be sent to you with your order.