Shopping Bag

0 items | € 0,00

To shopping bag

FAQ's

We’ve split the questions we’re frequently asked into four different categories below: Orders, Payment, Collection & Delivery and Receipt of your Delivery. Have you still got an unanswered question? You can also call us on telephone number +44 (0)1223790167. Or fill in the contactform and our customer service team will get back to help you as soon as possible.




Orders

I would like to place an order for the first time, how do I do this?
You don’t have to have an account to place an order, you can just place items into your shopping basket. However, if you think you’ll be a frequent online shopper with The Sting then it’s probably better to create an account. We’ll keep a record of your key details so that you don’t have to re-enter them every time you shop.


How do I create an account?
When you’re completing your order you’ll be asked to enter your personal details and at this point you can create your account by saving these on our system.

Or click on 'Login' in the header and choose to create an account.


Why should I create an account?
If you create an account you can make your ongoing shopping experience much simpler by not having to re-enter your personal details every time you shop!


I can’t place any items into my shopping basket, how do I do this?
Oops!...perhaps we’ve got a technical problem here. Please contact our customer service team so that we can check the problem and help you to get shopping again ASAP! Our customer service team is available on +44 (0)1223790167 or contact us via the contactform.


If I put an item into my shopping basket will this mean that I’ve reserved it?
No, items in your shopping basket have simply been added to your basket, they are not reserved. Would you like to keep a list of products you like? You might like to try using our wishlist – it’s designed just for this. You can save product information in here for as long as you like but please note these products are also not reserved for you.


I want to change my email address. How do I do this?
You can customise your email address in My Sting. To do this you need to log in with your login details and go to My Profile. Here you’ll find the option to change your email address.


How can I enter change of name / address details?
You can make changes to all your personal details in My Sting. To do this, log in with your login details, go to My Profile and you’ll find the option to change your personal details.


I’d like to check the status of my order, how do I do this?
We’ll keep you up to date with your order status via SMS or email. If you chose the home delivery option for your order then you can follow the delivery status using the link in the track-and-trace email you have received. You can also check the status of all your previous orders and any associated information in My Orders.


How do I know if my order was successful?
When you’ve successfully placed an order with us an order confirmation will be sent to the email address that you provided. If you haven’t received this please contact our customer service team, available on +44 (0)1223790167 or contact us via the contactform.


I’ve forgotten my password. What should I do?
At the top right hand side of the web site you’ll see the Log-in option. If you click on this you’ll open up the log-in screen and you’ll find the link: Forgotten your password? Click on this and fill in your email address then follow the instructions for creating your new password.




Payment

What are the payment options?
For now you can pay using one of two options, using a creditcard or Paypal.


How long will it take to process my payment?
Your payment should be processed within 7 working days.


I’ve accidenally paid twice or have overpaid. Will I get my money back?
Of course you will receive your money back. We do our best to organise repayment ASAP so if you haven’t received your money back onto your account within 14 days then please contact us on number: +44 (0)1223790167. We will then ensure that the money is refunded to your account as soon as possible.


Why have I received a payment reminder?
You’ve received a payment reminder because our records indicate that there is an outstanding payment awaiting settlement. If you think that this is incorrect, please call us on: +44 (0)1223790167.


Where can I enter my discount code?
You can enter your discount code during Step 1 of completing your shopping basket payment. If you click on ‘Enter code’ your discount will automatically be deducted from your payment total.




Delivery and Collection

How will my order be delivered?
Your order will be delivered to your delivery address via PostNL.


When will my order be delivered?
As soon as your order is collected by PostNL and shipped out of our warehouse you’ll receive an email confirmation with a track-and-trace link. You can then check the delivery status via PostNL Track and Trace.


When will my parcel be delivered and what are the delivery costs?
The delivery time depends on your location. You can easily check the delivery status via PostNL Track and Trace. The shipping costs for your parcel will automatically be calculated at the point of checkout, based on the address you’ve input.


I wasn’t at home when delivery of my parcel was attempted, when is the next delivery due?
You can check PostNL Track and Trace to see when the next delivery attempt will be made. After 2 failed delivery attempts you will have to collect your parcel from a local post office.


Can I organise for my parcel to be delivered to a different address?
Yes, when you place your order you can enter the delivery address details and these don’t have to be the same as your home address.


What’s PostNL Track and Trace?
PostNL Track and Trace is an online tracker system especially for PostNL Express-customers. The tool enables you to follow the progress of your order delivery, you’ll also receive an automatic email when shipments are picked up and delivered and you can follow your delivery progress online.


I can’t find my order when I search for it in PostNL Track and Trace.
Our customer service team will be pleased to help you to try and trace your parcel. Please call them on: +44 (0)1223790167.




Receipt of your delivery

I’ve received the wrong size / colour for an item I ordered, what do I do now?
You can send the article back with the return form that's enclosed to your parcel. Put a cross on the return form noting that you received the wrong size / colour. You can then place an online order for the article in the correct size / colour.


The delivery I’ve received doesn’t include all the articles that I ordered. What do I do now?
It can sometimes happen that items ordered are out of stock and if this is the case we should have notified you in advance. On the invoice received with your order you’ll see a list of the items that should have been enclosed. If you find that any of these are missing please call us on: +44 (0)1223790167.


I’ve been sent an article that I didn’t order. What do I do now?
You can return the article with the returns form that is inclosed to your parcel. Put a cross on the form to indicate that this has been sent in error and return this to us together with the article.


I have a complaint about the delivery, where can I report it?
We’re sorry to hear that you have a complaint. You can report this to our customer service team on: +44 (0)1223790167. Would you prefer to send an email? If so, you can use our contactform. and we’ll do or best to resolve your problem ASAP!


The European Commission created a Platform for Online Dispute Resolution between Traders and consumers (ODR). You can find the platform under: http://ec.europa.eu/consumers/odr/


I have received a damaged / broken item. What do I do now?
If there’s something wrong with an item you’ve ordered you can send it back to us together with a completed returns form that is enclosed to your parcel. You can indicate what the specific problem is on the returns form and we will try to resolve this for you ASAP.