We want ordering from Stovold & Pogue to be straightforward. Below you’ll find everything you need to know about delivery, cancellations and returns.
UK DELIVERY
We aim to dispatch orders within 7 days.
Powder coated items can take up to a further 7 days to dispatch because of the additional finishing process.
Where possible, we use a 24-hour delivery service once your order has been dispatched. For Mighty Plate Racks and orders containing multiple products, a 48-hour service may be used.
UK orders are sent with Parcelforce.
Once your order has been dispatched, you will receive a tracking number. Parcelforce may provide options to change delivery details or add delivery instructions.
Delivery will normally be attempted twice. If delivery is unsuccessful, a calling card may be left with details of how to arrange a further delivery or collection.
Where available, you may also be able to request delivery to a neighbour or a safe place.
Please note that delivery times are estimates and can occasionally be affected by circumstances outside our control.
INTERNATIONAL DELIVERY
International orders are sent using DHL, UPS and FED EX
We aim to dispatch international orders within 7 days. Powder coated items can take up to a further 7 days to dispatch.
International delivery generally takes approximately 5–7 days after dispatch, although delivery times can vary depending on destination and customs procedures.
Any import duties, taxes or other charges imposed by the destination country are the responsibility of the recipient unless otherwise stated at checkout.
WHEN WILL MY ORDER ARRIVE?
Our stated dispatch times are estimates rather than guaranteed delivery dates.
If there is an unexpected delay with your order, we will do our best to keep you informed.
If you have a specific date by which you need your order, please contact us before placing your order and we will let you know whether we can accommodate it.
RETURNS & CANCELLATIONS
We want you to be really happy with your order, but we understand that sometimes something isn’t quite right.
If you buy from us online as a consumer, you normally have a statutory right to cancel your order within 14 days of the day on which you, or someone you nominate, physically receives the goods, without giving a reason.
HOW TO CANCEL
If you wish to cancel your purchase, please email us at:
You can simply tell us that you wish to cancel your order. You do not have to give a reason.
Once you have told us that you wish to cancel, you must send the goods back to us without undue delay and, in any event, within 14 days of notifying us of your cancellation.
RETURN POSTAGE
For a change-of-mind return, you are responsible for the direct cost of returning the goods to us.
We recommend using a tracked and insured delivery service and keeping your proof of postage until your refund has been received.
We will not deduct the cost of your return postage from your refund because you arrange and pay for the return directly.
If an item is faulty, damaged or was supplied incorrectly, please contact us before returning it. Where the item is faulty, damaged or incorrectly supplied, we will cover the reasonable cost of returning it.
CONDITION OF RETURNED GOODS
Please take reasonable care of the goods while they are in your possession.
You may handle the goods as you would reasonably be able to in a shop to establish their nature, characteristics and functioning.
If goods have been handled beyond what is reasonably necessary and their value has consequently been diminished, we may be entitled to make a deduction from your refund in accordance with applicable law.
Where possible, please return products in their original packaging and with all components and instructions.
This does not affect your statutory rights.
REFUNDS
Once you have cancelled your order and returned the goods, we will issue your refund without undue delay and in accordance with the applicable legal requirements.
For a statutory cancellation, we will refund:
● the price you paid for the goods; and
● the cost of the least expensive standard delivery option that we offered at the time you placed your order.
If you selected a more expensive delivery option, we are not required to refund the additional amount above our least expensive standard delivery service.
We will normally refund you using the same payment method that you used to place the original order, unless you have expressly agreed otherwise.
We may withhold the refund until we have received the goods back or you have provided evidence that you have sent them back, whichever happens first.
FAULTY, DAMAGED OR INCORRECT ITEMS
If your order arrives faulty, damaged or different from what you ordered, please contact us at [email protected] as soon as possible.
Please include your order number and, where appropriate, photographs showing the issue. This helps us understand what has happened and resolve it as quickly as possible.
We will assess the issue and provide an appropriate remedy in accordance with your statutory rights.
Where a return is required because an item is faulty, damaged or incorrectly supplied, we will cover the reasonable return postage costs.
Your statutory rights are not affected.
HAND-FINISHED PRODUCTS & NATURAL VARIATIONS
Many of our products are made, cut or finished by hand and are deliberately not manufactured to have a perfectly uniform, machine-made appearance.
In particular, our plate racks may have small variations in alignment, measurements, finish and surface appearance.
These variations are part of the character of the products and are explained in the relevant product descriptions before purchase.
They do not affect your statutory rights. Goods must still be of satisfactory quality and as described.
EXCHANGES
We do not routinely offer direct exchanges.
If you would like a different product, size or configuration, the simplest option is normally to cancel and return the original order and place a new order.
Your statutory rights remain unaffected.
RETURNS ADDRESS
Please send authorised returns to:
Stovold & Pogue
Chelston Business Park
Unit 12 Monument View
Wellington
Somerset
TA21 9ND
United Kingdom
Please contact us before sending a return so that we can make sure we have the relevant order details and can process your return promptly.
CONTACT
For any questions about delivery, cancellation or returns, please contact:
We are always happy to help.