Terms and conditions

New laws came into force in 2015, and also GDPR came into force in 2018. We have attempted to set out clearly what your rights are as a consumer. 


Delivery Schedule
We will email you within 1-2 working days on receipt of your order and aim to deliver your goods as soon as possible. We will normally send your order to you within three working days. International orders are sent by airmail which usually takes about 10 days. We usually send orders tracked through Royal Mail.
Please note that we can only send orders to one address. If you require an item in a multi-item order to be sent to a different address then it needs to be on a separate order.

Import Duties
Overseas Customers Only : import duties vary around the world depending on each country's importation legislation. It is the customer's responsibility to discover what, if any, import duties their order may be subject to, and the liability for import duties resides solely with the customer.

Credit Card Security
This site is completely secure and uses the internationally recognised PayPal online payment system. All credit card numbers are encrypted and are not held in clear text on any website.

Back Orders
If your item is not in stock, we will back order for you. You will always be emailed with the option to cancel your order if you would rather not wait.

How to Cancel
A customer has under UK and EU law the legal right to cancel a contract at any time up to 14 days after the day on which they received the goods. They then have a further 14 days in which to return the goods.
We need to receive your notice of cancellation in writing (by email is fine), and you should include at least your name and address and a line confirming cancellation. You can phone to cancel (this is often sensible in order to avoid an order being despatched unnecessarily), but we will also need you to drop us an email confirming that you wish to cancel. If your order has already been despatched then our returns policy is as follows.

How to Return an Order
Please use the contact details below to inform us before returning. We will need to be notified first and we will then inform you of the return address (it may not be the same as our registered address). Please ensure that you enclose a note with the following information requested (name, phone number, order/payment number). Please note that items are returned at the sender's cost and risk and we advise you to consider returning the items via a traceable service. In the UK, a proof of posting certificate from your Post Office will normally suffice (this is free of charge).  

Return of Faulty Items

We hope that no item of ours is faulty and we always check our products over before they are shipped.  Please contact us in the first instance if you receive your goods and feel that they are somehow faulty. If our goods are faulty then under consumer law we will refund the return costs (although you will need to choose the cheapest option and one that is acceptable to use e.g. a helicopter flight courier will not be accepted).


Refunds
Please note we do not offer exchanges.  

If you cancel your entire order and return all of the goods within the statutory (legal) timescales we will refund the total cost of the items plus, for UK orders, the value of the least expensive delivery choice that was available to you when you placed the order.

If you cancel the order prior to despatch, we will issue an immediate refund. If we have to wait for the goods to arrive back, we will issue the refund normally within 3 working days of receipt, but in any case within the 14 days permitted by law.

If you cancel and return part of an order where you had a discount based the number of items and or the total value of order, we will adjust the refund to reflect the value of the discount originally allowed if the return of one or more items renders your order no longer eligible for such a discount.


Contact & Customer Service Details

Please contact us by any of the following means. Please note we cannot accept customers turning up at the office address as we do not have the staffing levels to man it at all times (it is our registered address but not open to the public). We recommend that you contact us in the first instance by email. Emails are usually responded to at any time, whether sent within office hours or not.
Email: sales@stonehengestones.com
Telephone: +44 (0) 7423 019459