For any order updates or to track the status of your delivery, please don’t hesitate to get in touch.
You can reach us by emailing ste-ley@outlook.com, and we’ll provide you with a live update on your parcel’s current location and estimated delivery time.

We’re here to help and ensure you stay informed every step of the way.

At certain times we are unable to send all of the items that you have ordered. If this is the case, we will send you an email letting you know of any items that are missing from your order.

Please note that we will provide a full refund for any items that have not been sent.

If missed the order can still be sent separately if preferred to a refund.

Please note that if purchasing more than 1 item then your order may be split into separate deliveries. 

If you have not received communication that an item was not available and not received your full refund after 5 working days, then please contact us at ste-ley@outlook.com.

We're pretty quick at picking and packing your order & once the order has been placed we can't change it before despatch therefore we need to be quick to cancel your order once your purchase has been confirmed. Once your order has been confirmed we are unable to change your delivery address due to security reasons. We advise that you make sure all details are correct before placing your order. If you contact us at ste-ley@outlook.co.uk as soon as possible we may be able to help.  

 We hope that you are pleased with any purchase you have made. Sometimes however things do not go according to plan and if you feel that we have not lived up to your expectations, or that we could improve our service in some way, please let us know.

What You Can Expect From Us

We’re committed to providing excellent customer service, and your feedback is important to us. If you have any complaints, concerns, or suggestions, we want to hear from you.

You can easily get in touch with us by emailing ste-ley@outlook.com. We’ll make the process as simple as possible and aim to resolve any issues in a prompt and professional manner.

Our goal is to respond to and address all complaints within 5 working days from the date we receive your email.

Thank you for giving us the opportunity to put things right.

 

Escalating a Complaint

If you’re not satisfied with how we’ve handled your complaint, you have the right to seek an independent review.

You can use the EU Online Dispute Resolution (ODR) platform to submit your complaint to a third party for further review. This service is free of charge and can be accessed at the following link:
🔗 EU ODR Platform

If your complaint has already been escalated to us and you're still unhappy with the outcome, you may also contact the Retail Ombudsman for an independent assessment. You can submit a claim through their website here:
🔗 Retail Ombudsman – Submit a Claim

We're committed to resolving issues fairly and appreciate the opportunity to put things right.