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FAQs

This is the Stix2 FAQ page, if you can’t find the answer to your question here please feel free to speak to one of our team on

0191 269 7810 or email us on sales@stix2.co.uk.

Orders

Delivery

Payment

Returns

Products

 

 

Orders

 

Is it possible for my order to be tracked?

We track every order placed, simply call our office on 0191 269 7810 and our team will inform you of the progress of your order.

Can I change my order even after it has already been placed?

If your order has not yet been dispatched, we can make changes to your order. Just call our office on 0191 269 7810 and let us know how you’d like your order to be changed.

Is it possible to cancel my order?

It is possible to cancel an order, to do so you must email sales@stix2.co.uk within 7 days of placing the order.

Is there a minimum order price?

There is no minimum order value.

 

Delivery

 

If I spend over a certain amount, do you offer a free delivery option?

Yes we do! Free delivery is included on all orders.

How long until my order is dispatched?

We aim to have all orders dispatched as fast as possible. Orders are normally dispatched between 24 hours of the order being placed. Orders on items that are in stock that are placed before 12.00 noon are guaranteed to be dispatched on the same day except for weekends and bank holidays.

How many days does the delivery take?

Standard delivery time is 2-3 working days.

Can an order be placed to be delivered the next day?

It is possible to place a next day delivery option on an order via the phone on 0191 2697810.

Where’s my express delivery order?

Orders which do use our express delivery service should be with you by the next working day.

Can I change the delivery address on an order that has already been placed?

Yes. If we have not already dispatched your order then you are able to change the address that you want it delivered to. To do this you will need to call our office on 0191 269 7810 and speak to a member of our team and they will be able to help you.

Can I spilt my order and deliver to different addresses?

This is not an option on our order form however give our office a call on 0191 269 7810 and make your order over the phone and we can split your order to separate addresses.

Do you post orders internationally?

We do post internationally but unfortunately not for orders that are placed online. Online orders are only posted to the UK.

If you wish to place an international order please call our team on 0191 269 7810 or email us.

How much does international postage cost?

The cost of international postage charge depends on the weight of the package.

 

Payment

 

What payment methods are accepted?

We accept Sage Pay, Credit Card and Debit Card on our website and we also accept BACs.

Is your payment secure?

Yes, payment via our website is 100% secure.

Are there additional charges for purchasing outside of the UK?

No international charge is added for payments outside the UK, only the additional postage cost will be added.

 

Returns

 

I’m not happy with the product I received, can I return it?

Any faulty products will be happily refunded. Please contact us by email. Include in your email details of the items purchased, the order total, the date of purchase, the order reference number, the WorldPay transaction reference number and your contact details.

Then post the items to return to:

Stix2

Brumwell House

Westway Industrial Estate

Throckley

Newcastle

Tyne & Wear

NE15 9HW

Once we’ve received the goods and approved the refund we will send you a confirmation email and you will receive a full refund within 30 days or if you would prefer a replacement, we’ll send a replacement within 1 day or receiving the faulty product if that item is stock.

What if my order is damaged during transit?

We will replace any products in the case that they are damaged in transit, just let us know.

What if I’ve ordered the wrong product, can it be returned?

Yes, within 5 working days products can be returned. Unwanted goods must be returned in a fully resalable condition.

 

About the products

 

Do your prices include VAT?

The 20% VAT charge is included in the prices on our website.

What does ‘Price upon Request’ mean?

For products that read ‘Price upon Request’ you will need to call our team on 0191 269 7810 and let us know which products you are intersted in and we will confirm the price with you.

Can I pre-order a product?

When an item is out of stock, you can place an order and we will notify you by email when it is shipped.

Can free samples of your products be ordered?

We can provide samples of our products. For this, please ring our office and we can advise you.

I’ve placed a bulk order, is a discount available?

Yes, for bulk orders we can make some concession. The best thing in this situation is to call our office on 0191 269 7810 and speak to a member of our team.