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FREE Delivery / 12 Months Warranty / Hassle Free Returns / Spread the cost with Klarna
FREE Delivery / 12 Months Warranty / Hassle Free Returns / Spread the cost with Klarna

Frequently Asked Questions

Payment

What payment methods do you accept?

We accept the following credit cards: MasterCard, Visa, American Express and Discover. We only take payment once your order has been shipped. We also accept payment by PayPal. If you decide to use either of these two methods, you’ll be taken to either the PayPal or Amazon Pay website, where you’ll be prompted to log in and process your payment. You’ll then be directed back to our merchant website once your transaction is complete.

Pay later in 3 interest-free instalments - with KLARNA

Pay later in 3 interest-free instalments will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by Stock Must Go Ltd and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the Klarna app

Can I spread the cost?

Yes! 

Our payment provider for this is Klarna. Please click the link below to view more information.

KLARNA

Ordering and delivery

Can I place an order without creating an account?

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just visit Create an Account and follow the instructions on-screen.

Where is my order confirmation?

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at info@stockmustgo.co.uk or call 01543 227 000 or Live Chat (bottom right of your screen) just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

Why has my order been canceled?

We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. Please accept our apologies if your order is canceled because of a problem at our end. We’ll always offer an alternative product and process your refund in full, as quickly as possible.

How do I cancel my order?

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via info@stockmustgo.co.uk or call 01543 227 000 or Live Chat (bottom right of your screen), we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

Can I alter my order?

Sadly, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product, please place a new order online.

When will my order arrive?

All orders placed before 2PM the same working day will be dispatched that day.

Delivery depends on the delivery option you chose at the checkout.

How much is shipping?

Our delivery options are as per below;

  • Free Standard Delivery 2-3 Days (Mon-Fr) - FREE
  • Express Delivery (1-2 working days) - £3.95
  • Priority Delivery (Next Working Day - Cut off 3PM) - £7.95

Can I track my order?

Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.

Returns

Can I return or exchange an item?

You can absolutely return your item to us, within 14 days after receiving it, as long as it’s undamaged, unused and contained in its original packaging.

Can I create a return online?

Yes, we have a very simple, hassle free returns process.

To return an item, please click the following link Create a Return

How do I return an item?

Please either contact our customer service team via

info@stockmustgo.co.uk or call 01543 227 000 or Live Chat (bottom right of your screen)

Or click this RETURNS link and we will receive your returns request automatically. Providing the return is within the 14-day cancellation period and meets our return criteria, we will issue you with a return note by email. 

My order has arrived but it’s not as I expected. What can I do?

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via

info@stockmustgo.co.uk or call 01543 227 000 or Live Chat (bottom right of your screen) with the details. We’ll respond within 48 hours. If you just don’t like the product for any reason, we’ll gladly accept it back as a return.

How long does it take to return an item?

This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email. We aim to process refunds within three days after receiving the item into our warehouse, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card.

Where is my refund?

We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.

General Enquires

How long is my warranty?

All our New or refurbished products will come with a 12 Months Warranty as standard which will cover all defective malfunctions. Water or any other accidental damage is not included. We also do not cover theft or loss of this product.

What does grading mean?

We grade all of our products, so this gives you a clear understanding of our grading system. Whether the grade is A or C, all our devices have been fully tested by qualified technicians. 

Our grades are:

  • New
  • Pristine (Grade A) 
  • Excellent (Grade B)
  • Good (Grade C) 
  • Fair (Grade C-) 

For more information on our grading, please click this link

What does refurbished mean?

A refurbished device is a pre-loved device that has been expertly tested and graded by our team of professionals.  All devices go through a 50 point check to ensure you receive a fully working, high quality item.