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Stuarts London Customer Services

About Us

Contact Us

Delivery

Payments

Products

Your Order

Returns

 


About Us

 

Where does Stuarts London trade from?

We are Grewalz Partners trading as Stuarts London, based in West London. Our postal address is Stuarts London, 35-37 Uxbridge Road, Shepherds Bush, London, W12 8LH.

 

Do you have a retail store?

Yes, and can be found at the same address as hightlighted above. To get directions from your location to us click here >>

Do you have a catalogue?

No, but you are able to keep up to date on the website. We are currently working on getting a hardcopy ready which will include some of our brands. As stock levels change every day and new arrivals are recieved everyday the website is the best way to view up to date collections.

 

Do you wholesale goods?

No, as a retail operation we do not wholesale any of our brands stocked.

 

Are our products displayed on our website genuine?

We are an authorised stockist of every brand stocked on our website. We have direct accounts with all suppliers. All stock is Official and sold in accordance to brand requirements.


 

Contact Us

Can I contact you over the phone?

Yes, please call us on +44(0)208 735 1801 any time between 10am-6pm Mon-Sat, we do sometimes experience a high volume of calls, as such please be patient if you can not get through straight away. Your call is important so please do leave a message on the switchboard. An operator will get the right person to call back to answer any question.

 

What email address should I use to contact you?

CustomerServices@stuartslondon.com is the email contact to use. This address is dedicated to queries regarding orders and purchases and will allow us to answer your questions as quickly as possible. We aim to answer all email within an hour of business working time. Alternatively we have a online Customer Service ticket system - this is a quick respose area and is updated throughout the day.

*Click here to leave a message now  Click Here - Online Customer Service*

 

What is your postal address?

35-37 Uxbridge Road, Shepherds Bush, London, W12 8LH


 

Delivery

How long does delivery take?

On orders placed before 4.00pm we guarantee the item(s) will be dispatched the same day, via Royal Mail UK General time is 3-4 working days or sooner. All orders over £100 are delivered the Next working day (UK orders Only). This is of course is dependent on payment and stock availability.

We do deliver on Saturday, so if your eligible for a next day service or paid for next day service, please use a delivery address where you can recieve the parcel.

If an order is placed AFTER 4pm on Friday, the order will be dispatched on Saturday before 12pm.  Any deliveries requested or eligible for next day service ordered on Saturday will be delivered by Monday. (Excluding Bank Holidays)

For International Customers please refer to the delivery options and time scales incurred. Click Here

 

How much is delivery?

Option 1  - UK Standard Royal Mail Tracked Service Signed For - £3.95
Option 2  - UK Next Day Royal Mail Tracked Service Signed For by 5pm - £5.95
Option 3  - UK Next Day Royal Mail Special delivery Signed For by 1pm - £9.95    
Option 4  - EU Standard Delivery up to 1.5kg 3-5 Working Days - £11.95  
Option 5  - EU Standard Delivery above 1.5kg 3-5 Working Days - £17.95  
Option 6  - EU EXPRESS  Delivery up to 1.5kg 1-2 Working Days - £19.99    
Option 7  - EU EXPRESS  Delivery above 1.5kg 1-2 Working Days - £24.99
Option 8  - Non EU Countries in Europe Standard Service 3-5 Working Days up to 3kg - £24.95
Option 9  - Non EU Countries in Europe Standard Service 3-5 Working Days above 3kg - £29.99
Option 10 - USA & Canada Fed Ex Priority Service up to 1.5kg 1-3 Working Days - £14.99
Option 11 - USA & Canada Fed Ex Priority Service above 1.5kg 1-3 Working Days - £24.99
Option 12 - Middle East Standard Service 3-5 Working Days £49.99
Option 13 - Australia & New Zealand Fed Ex Priority Service up to 1.5kg 1-4 Working Days £29.99
Option 14 - Australia & New Zealand Fed Ex Priority Service above 1.5kg 1-4 Working Days £39.99 Option 15 - Far East Fed Ex Priority Service up to - 1kg 1-4 Working days - £29.99
Option 16 - Far East Fed Ex Priority Service 1kg to 2kg 1-4 Working days - £39.99
Option 17 - Far East Fed EX Priority Service 3kg and Above 1-4 Working days - £49.99
Option 18 - Rest of the World Fed Ex Priority Service (Listed Countries at Checkout only) £49.99

 

Can I track my item?

Yes, all deliveries are trackable. Please got to http://track.royalmail.com for UK orders or for international orders please use this link http://fedex.com/Tracking?cntry_code=gb&lid=/Track/Track_Number.

Your tracking number can be found in your account area under "order history". Also a copy of your tracking number is usually emailed after items have been dispatched.

Login to your account here : Click here

FED EX or Royal Mail tracking numbers are only active and trackable 2 hours after the order has been dispatched from our warehouse. Collections happen approximatley 4pm Mon-Fri.  Saturday collection is approx 12pm.

If you place your order AFTER 4pm on a Friday, your order will not be trackable until it has been collected from us usually the next working day.

 

How do I know if my item has been dispatched?

All orders placed before 4.00pm (GMT) will be shipped that day, dependant on payment and stock availability. You will receive a dispatch confirmation via email, sent to the email address on your online account or used at purchase. Also a copy of your tracking number will be in order history in your accounts area.

 

Can I collect my item from your store?

Yes, please contact us via phone on +44(0)208 735 1801 to arrange a store collection. Please print off, and bring along your order confirmation, as we will require this as proof of purchase, valid identity, Credit Card used to make purchase and any Utility Bill with address that matched order confirmation. We do know this is alot to ask for, but we need to protect our customers from potential fraud. Your postage will be refunded upon collection if incurred.

 

What courier do you use for deliveries?

We use Royal Mail or FED EX to send all our orders. Royal Mail are only used for UK Saturday Guaranteed Orders.

 

Can someone else sign for my delivery?

Royal Mail Special Delivery and FED EX requires somebody at the delivery address to sign for the package, it does not have to be the addressee. The signature is electronically logged for security. Any signature at the address will be taken as proof of delivery by us. However once a delivery is obtained at the address we cannot be held liable for packages misplaced or lost after the signature is recorded. Please make sure your select an address that you consider safe for delivery if you are unable to sign in person.

 

Can I change the delivery address?

On orders placed online we provide the option to ship to a different address than the one at which your card is registered. For security reasons, this service is discretionary, and we reserve the right to only ship to the billing address, or verify details with our customers before shipping to a different address. If you have made a mistake with your delivery details contact us immediately and we can try to amend them. Orders placed over the telephone must be shipped to the billing address. If the order has already left our office, then the delivery address cannot be changed. Usually all first time orders are only shipped to the billing address.

 

Do you deliver to BFPO addresses?

We can ship to BFPO addresses, please ensure you complete the billing address field as appropriate and the BFPO address as the delivery address.

 

Do you deliver to my country?

We deliver to most countries worldwide, your postage rate will be calculated at the checkout when you finish your order. Delivery times vary depend on location, feel free to contact us for additional information on International orders. Some Countries are not listed on our site due to the delivery rate being high. Please call us on 0044 (0) 208 735 1801 so we can quote you the price of delivery tou your country.

 

What if I'm not home when it's delivered?

If Royal Mail are unable to obtain a signature from somebody at the address then your parcel will be returned to your nearest Royal Mail depot. Royal Mail will leave a card at the delivery address, which will have instructions of re-delivery or collection.

If a FED EX shipment can not be delivered a card will be left and the courier will attempt re-delivery on the following working day. Following this, if delivery is still unsuccessful a card will be left and the goods returned to the depot, from here a collection or re-delivery can be arranged.

 


 

Payments

Is it safe to order online?

Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your address, name and card details are encoded and encripted so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer. Security checks are also made on all payment, to ensure the authenticity of each card payment. No creditcard details are stored on the website but simply passed on to the bank at time of purchase.

 

Which credit cards do you accept?

We currently accept - Mastercard, VISA,  Solo, Switch / Maestro, Visa Debit, Delta and Electron for payments online. Also we do accept Paypal and Google checkout.

 

Do you accept gift vouchers?

Yes, we accept valid Stuarts London Gift vouchers, both online and in-store. Online gift codes are only accepted for online orders, and store gift vouchers are only accepted in our retail store. We do not accept any Gift Vouchers other than our own official Stuarts London vouchers.

 

Can I use a different payment method?

Yes, we do not accept any other payment method other than those listed above. Cash payments may be made at our retail store. We do not accept cheques or store cards. You are able to use Paypal or Google checkout on our webstore to make a purchase.

 

When will my card be charged for my order?

Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as the order is placed.

 


Products

Are all your products genuine?

Yes, we are licensed stockists of all our products, and they are ALL 100% authentic.

 

Do you have more sizes available?

With products selling very quickly online and in-store we cannot always keep up with every product that is sold or returned. Occasionally a new delivery or return may come in and not be put back into online stock straight away. If a size is not shown on a new item, please email, or call our web team on +44(0)208 735 1801 and they will be happy to help. Please also note that when a product is out of stock, simply click the size and colour desired on the product page, and a text promt will appear. By clicking this the website will ask if you would like to be emailed when the item comes back into stock.

Will you be getting more?

Due to the limited nature of some of the products we stock we can often sell out very quickly. We do Sometimes re-stock of classic or popular items, and if you would like to ask about a product, size or colour that is not shown, please email, or call our web team on +44(0)208 735  1801 and they will be happy to help.

Please note by click the size and colour on any product that are showing out of stock, this will promt the website to ask you if you need to be emailed back if and when the products come back into stock.

 

Can I get more information on a Product?

If you require any additional information on any of the products on our website please email, or call our web team on +44(0)208 735 1801 and they will try to provide you with all the information you require.

 

The item I bought is now in sale, can I get the difference refunded?

Unfortunately it is very difficult for us to know if and when something will go into sale. As a result if something does go down in price after you have purchased it, we are unable to refund the difference.

 


Your Order

I'm new, how do I order?

At Stuarts London we go to great lengths to ensure your shopping experience is as easy and secure as possible. Firstly you need to register an account with us. This is a very simple process and will ensure you can quickly and safely make orders. Once you have created your account, browse the site; either using the categories listed down the side, our search function, or by looking at our most recently added products. Select your size, and add the item to your cart. Once you have finished shopping simply go to the checkout, choose the method of shipping you would like and continue to payment. If you are happy with the order, confirm the payment and the item(s) will be dispatched to you.

 

How do I check if an item is in stock?

Our website is 99% up to date with stock levels. The website will not allow you to buy a product if the stock is not available. However in very rare cases some stock level inventory may be incorrect. This is usually due to the item missing from the warehouse or two orders for the same "last" items are submitted at the same time. If you would like to make sure in advance that stock level is correct then please email Customerservices@StuartsLondon.com or simply phone one of our sales advisors on +44 (0) 208 735 1801

 

How do I know if my order was successful?

If your order is successful you will receive an automated email to confirm your order has been received, and is being processing. This means the payment was successful, however if an item is not in stock, or we see there may be a security issue with the payment, we will contact you as soon as possible to resolve the situation. If the product is in stock and there are no other problems, you will receive an email confirming your item(s) have been dispatched.

 

Can I change/cancel my order?

We are happy to change or cancel orders in accordance with the Distance Selling regulations. If your order has been placed, but not dispatched, we will make the change or cancellation straight away if possible. If you have received your goods then we are happy to cancel or make changes in accordance with the UK Distance Selling Regulations, and our Returns Policy. More information on making a return can be found in this Customer Service Section, or in our dedicated Returns Section.

 

Can I use my discount code more than once?

This depends on the type of code you have received; you will be made aware of this upon receipt of your code.

 

I forgot to use my discount code. Can I get the discount refunded?

This should never be a problem, simply give us a call on +44(0)208 735 1801, and providing the code is valid we will refund you the variance.

 

Where is my order?

If an order has not arrived when you were expecting it, we recommend first checking the email account your Stuarts London account is registered with. Any updates in status will be passed on via email, as it is our primary mode of contact. If you have not received any email updates, contact the web team on +44(0)208 735 1801 and we will follow up the progress of your delivery. This can take up to 24 hours but we will always be able to help.

 

Do you gift wrap orders?

Sorry, at this time gift-wrapping is not an option provided by Stuarts London

 

You haven't replied to my query?

We try to respond to any queries as quickly as possible, however sometimes there may be delays. As a small independent company we occasionally receive multiple queries at peak times. In such instances we are still trying to provide all our customers the best possible service, but it may take more time. We ask for your patience, but we appreciate how frustrating it can be to have to wait for a response. If you email us again we will give you a call back to address any problems and update you on the progress of your enquiry.

 

My order contains a faulty item.

If for some reason your order contains a faulty item please contact the sales team immediately and they will assist you in returning the item. When we receive the item back we will replace the item, offer an alternative, offer a refund, or in some cases send the item back to the manufacturer for repair. This however is not valid if the item has been worn or washed.

 

You have sent me the wrong item.

If you have been sent the wrong item please follow the returns procedure and return it to us. We will send the correct item back out to you and reimburse any costs you may have incurred in sending the incorrect item back to us. If the item is out of stock for any reason, we will contact you to arrange an alternative.

 

Can you confirm you have received my return?

We will try to handle your return as quickly as possible, and you will be notified by email when the return has been processed. We recommend that to make a note of the shipping reference provided to you when you send the items back. This will allow you to track your parcel at every stage of delivery, including when we receive it. However, please feel free to call us on +44(0)208 735 1801 and check if we have received your return.

 

Part of my order is missing?

An item could be missing from your order for several reasons, more often than not because one item was out of stock. In this case you will have received and email stating this and/or your invoice will be marked as being part complete, and you will have been refunded for the item that was not in stock. If this is not the case, please give us a call and we will do all we can to help. In most cases if an item is out of stock we will contact you by telephone to inform you first.

 


Returns

How do I return an item?

For information on returning an item please Click Here.

 

What is your returns policy?

Our WEB STORE returns policy means that if you are not fully happy with the goods you have received, you can return them to us within 14 days of receipt for UK customers and International customers in order to excerise a refund.

We allow 28 days for anyone wishing to recieve an exchange or credit voucher in the form of an e-wallet in your accounts area. All items must be in an original resalable condition. If we feel an item is not returned to us in a correct manner and is worn, washed or tampered with we will take pictures as evidence and simply return back the item.  

Labels must not be removed or tampered with - any return failing this requirement will be not be accepted for return, exchange or refund.

Once returned you will be entitled to receive an exchange or a refund, which will not include the cost of the original postage and packaging. This does not affect and is in addition to your statutory rights as a consumer.

Please enclose the completed Returns form with your goods (Download retruns form click here>>), and make sure all returned items are well packaged, as not to be damaged in the post. Please make sure all return packages are sent with a trackable, insured service, as we cannot take responsibility for items damaged or lost in the return transit. Please check all goods for any faults before removing the labels from the item.

We have extended our returns policy over the Christmas period. Any orders made in November and December can be returned until 14th January for an EXCHANGE OR CREDIT NOTE. Our 14 day REFUND policy still applies, and if your return is made outside this period, you will not be eligible for a refund.

How long does it take to process returns?

We aim to process any returns within 1-2 working days of receiving them.

How long will it be before I get a refund?

As long as the returned items meet our refunds criteria, your refund will be with you 24-48 hours after your return is processed, depending on your card issuer.

How long will it be before I get an exchange?

After your return has been processed, as long as we have the exchange items on stock you should receive them within 3 working days. The overall expected time for an exchange can be up to 7 working days from us receiving the item.

Who pays for return postage?

You are responsible for the cost of returning an item to us. If you are returning an item for a refund we will refund you MINUS our original delivery cost and will not reimburse the cost of you returning the item to us. If you are returning an item for an exchange we will cover costs for sending the replacement item to you. For any order 1st exchange is free.

Can you confirm you have received my return?

We will try to handle your return as quickly as possible, and you will be notified by email when the return has been processed. We recommend that to make a note of the shipping reference provided to you when you send the items back. This will allow you to track your parcel at every stage of delivery, including when we receive it. However, please feel free to call us on +44(0)208 735 1801 and check if we have received your return.

Why have you not refunded the delivery charge?

Unfortunately we cannot return the original Postage & Packaging charges paid by you or by us if you require a refund, so all refunds are MINUS this amount. The postage charge is a seperate service that is completed. We do not profit from postage and keep our prices realistic to what the couriers charge us.

Some orders that qualify for a free delivery can only be extended to customers wishing to keep or exchange the product. In the case of a refund the free delivery becomes void and the delivery charges will be deducted before a refund is issued.

You have refunded me the wrong amount.

If you feel for any reason that we have incorrectly refunded you then do not hesitate to contact our sales team either calling +44(0) 208 735 1801 or by e-mailing customerservices@stuartslondon.com

I have been refunded less than I was expecting?

In some cases we reserve the right to apply a restocking and handling fee, to cover bank charges and admin costs. Please refer to our Terms and Conditions for full details. In most cases we usually waiver this cost, but in cases when an item is specially ordered in on a "customer request" and then returned for a refund, additional charges may apply.

My item bought is now on sale what's your policy on this?

If in an unfortunate circumstance your purchased item falls in to our sale or any promotional offer within 5 working days of your purchase date we will refund the difference by placing funds into your Stuarts London e-wallet in your account to use at your convienece. We reserve the right to reduce the prices on any of our products without any prior notice.

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