FAQ
How quickly do you respond to inquiries?
We respond to messages and emails in the order they are received, typically within 12 to 24 hours.
Can I change my delivery address after placing an order?
If you need to change your delivery address, please contact us within 24 hours of placing your order at support@stornfield.co.uk, providing your name and order number. We will do our best to update your address before the order is dispatched.
Please note that we cannot guarantee changes can be made, especially if the order has already been processed or dispatched from our warehouse.
What is the processing time?
After your order is placed, the processing time is typically 1 to 3 business days. Our order cut-off time is 5:00 PM GMT orders placed after this time will begin processing on the following business day.
What is the transit time?
Once your order has been processed, the estimated transit time is 5 to 10 business days. For ecological reasons, we reduce the number of daily shipments by grouping packages and dispatching them once a certain volume is reached.
We hope you will support our commitment to a more sustainable and healthier world.
How long will it take to receive my order?
The total delivery time includes both processing and transit. You can expect to receive your order approximately 6 to 13 business days after placing it.
Will my order arrive in a single package?
Depending on the size of your order, you may receive multiple packages, which could arrive 1 or 2 business days apart.
I received a damaged item, what should I do?
We are sorry to hear that your package did not arrive in perfect condition! Please contact us with your name and order number so we can assist you right away.
Can I track my order?
Yes! As soon as your order is dispatched, you will receive an email containing your tracking number.
You can also check the status of your order at any time on our Track My Order page using your order number and email address.
Why isn't my tracking number working?
Often, tracking numbers only update once the shipment reaches the local courier network. If your tracking number is not working after a few days, please let us know so we can verify that your order has been successfully dispatched.
What courier do you use?
For our UK customers, we use Royal Mail and other trusted local delivery partners.
Can I return my product?
We always strive to ensure our customers are completely satisfied, but if you wish to return a product, we will be happy to help. Send us an email and we will guide you through the process.
What is the return period?
We accept returns within a 14-day period. The 14-day window begins the day you receive your complete order.
How do I make a return or exchange?
- Contact our team at support@stornfield.co.uk to receive your return label.
- Drop off your package at your nearest local Post Office or Royal Mail drop-off point.
- Returns that have not been previously authorized will not be accepted.
In what condition should the products be returned?
All products must be returned in the exact same condition as you received them (in their original packaging and completely unused).
Are there any restocking fees?
No, we do not charge any restocking fees.
Who covers the return shipping costs?
- For defective or damaged products, we cover the return shipping costs.
- For all other returns (including a change of mind), the customer is responsible for the actual return shipping costs.
When will I receive my refund?
Once we have received and inspected your return, we will send you a confirmation email.
If your return is approved, your refund will be processed and credited to your original payment method within 7 business days.
Please note that additional processing times may apply depending on your bank or credit card issuer.
For any inquiries, please contact us at:
Email: support@stornfield.co.uk
Business Hours:
Monday – Friday: 8:00 AM – 6:00 PM GMT
Saturday – Sunday: Closed
Public Holidays: Closed
We will respond to your inquiry within 12 to 24 hours of receipt, Monday to Friday (excluding public holidays).