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

Is it possible for my order to be tracked?

If you select the delivery options of tracked delivery on check out you can follow the link in your account to track your delivery. If you need further help 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  or call 0191 2697810 quoting your order number. If you order has not yet been dispatched it will be ok to cancel.

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! if you spend over £25.00 delivery is free.

How long until my order is dispatched?

We aim to have all orders dispatched as fast as possible. Orders are normally dispatched within 24 hours of the order being placed excluding weekends. 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 all Stix2 orders. When at the check out there is a number of options for delivery times.

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 split my order and deliver to different addresses?

This is not an option on our order, 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. This will receieve two delivery charges.

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 and location.

Payment

What payment methods are accepted?

We accept Sage Pay, Credit Card and Debit Card and PayPal 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 : Order Number, Transaction Number, Order date, Your details and order details and if you are looking for a replacement or refund.

Please note the warehouse will reject returned items that have not been booked in.

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 in 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.

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.