Home>FAQ
 
   
   
Q.
I would like to set up a credit account with Stephenson's, how do I go about this?
A.

Please click here to download the Credit Account Application Form or, if you have a catalogue you will find the form in the back of that catalogue. Once completed please post to our Accounts department at:

H.G. Stephenson Ltd
Kennerley Works,
161 Buxton Road,
Stockport,
Cheshire,
SK2 6EQ.

Q.

How much will delivery cost?
A. On any orders over £50 (excluding VAT) delivery within Mainland England, Wales & Scottish Lowlands is FREE! On orders below £50, a £4.95 delivery charge applies.

 

 
Less Than £50
More Than £50
Mainland England, Wales & Scottish Lowlands
£4.95
FREE
Islands
£30
£25
Scottish Highlands & Isle Of Man
£20
£15
Northern Ireland
£25
£20

(All prices shown are excluding VAT).

 
Q.
Goods on my delivery are damaged, what do I do?
A.
We do our utmost to package goods as safely as possible, however, due to the fragile nature of many of our products there are occasional breakages. If your goods are delivered by our own drivers they will, in most cases be able to resolve it at the time of delivery. For deliveries via a carrier, please accept the delivery and inform us of any discrepancies within 24 hours of the delivery by telephoning our Customer Services Team on 0161 483 6256 or via email on sales@stephensons.com.
 
Q.
I need my order tomorrow, can you deliver?
A.
For stocked items, our standard delivery service will get your order to you within 1-3 days. If you require an item urgently - either 'next day' or 'before the weekend', please contact our customer services team by telephone: 0161 483 6256 who can advise as to whether we can achieve this.
 
Q.
Who will be delivering my order?
A.
We have our own fleet of vans delivering regularly throughout the North West. Outside of this area, we use a carrier company. For certain orders of Capital Equipment, decorated items, or for some larger orders, delivery may be arranged direct from the manufacturer / importer in order to get it to you as quickly as possible.
 
Q.
Can you deliver to us outside of office hours?
A.
In the majority of cases, this will not be possible. If you are not normally available during standard delivery hours, please inform us of your usual procedure for delivery of food or beverage and we may be able to offer a similar service.
 
Q.
I can only accept delivery at certain hours of the day, can you fit in with these times?
A.
Our drivers and those of our carrier work to a route for their deliveries and it is often not practical to set a specific time to expect delivery. In exceptional cases (eg, pedestrianised zones, traffic restrictions due to special events), we will do our best to work around any restrictions.
 
Q.
Do these prices include VAT?
A.
All prices shown are exclusive of VAT. VAT (unless VAT exempt) is added as you check out.
 
Q.
Do you supply to the general public or are you trade only?
A.
Whilst our business is geared towards wholesale distribution to the catering trade, we are happy to accept orders from members of the public who are keen to take advantage of our trade prices and catering quality products.
 
Q.
I want to place a large order for certain items, how do I know if you have the depth of stock to fulfil my order?
A.
With our huge experience of the trade, we are experts at anticipating demand on our range and tailor our stockholding accordingly. We will, however, contact you when processing the order should there be any issues with delivery within quoted leadtimes to ensure this does not cause any problems, or discuss alternative solutions should we need to. If you would like to get in touch with us for your own peace of mind, please do not hesitate to do so.
 
Q.
When will I receive my order?
A.
Each item on the website has a tick next to the "Add to basket" button. Hover your curser over the tick for a guide to delivery times. We hold stock of thousands of lines and our Standard Delivery will get your order to you in 1 - 3 working days for an order placed before 3pm. For an update once you have placed your order you can log into your account at any time and it will show the status of your order. We do not send automated system emails relating to stock so if you are unsure please feel free to contact us for an accurate update.
 
Q.
I already have a credit account with you, can I buy off the internet at our agreed prices?
A.
Yes. You need to sign up to an internet account, which will validate your e-mail address. You can then get in touch with us either by phone or by e-mailing website@stephensons.com and we can link your credit account pricing & payment to your new internet account. Please allow up to 24 hours for this link to take effect on the site.
 
Q.
I hate spam! If I sign up to an internet account with you, will you pass on my details to any third parties?
A.
No, we will not pass on your details unless required by law to do so. You have the option to sign up to our newsletter to keep you up to date with the latest offers and innovation and can opt out at any time. You will not receive more than one newsletter a month from us. Should you opt out, the only e-mail you will receive from us will be related to your order.
 
Q.
Is it safe to enter my credit card details on your site?
A.
Yes, once you go into the checkout process, you move to a secure, encrypted area. You will know when you are in a secure area as the web address moves from http to https. We are protected by Protx who have the highest level of compliance under the Payment Card Industry Data Security Standard. We adhere to the most stringent levels of fraud screening, ensuring our customer's details remain secure throughout the transaction process.
 
Q.
I can't see the product I'm looking for on your website; does that mean you don't sell it?
A.
Our extensive range on our website represents choice which we believe fulfils the needs of most of our customers. However there are many other products on the market which we can source for you should you require. Please contact our customer services team to talk through your requirements.
 
Q.
I am looking to customise items with my logo, can you arrange this?
A.

We regularly customise items for our customers, including:

  • Crockery
  • Glassware
  • Cocktail & Dining Napkins
  • Drinks Coasters
  • Menus, Bill Presenters & Hotel Room Compendia
  • Tablemats

Contact our customer services team to discuss the options available. Please be aware that prices will be dependent on volumes required and in certain cases a minimum volume will apply. We will need artwork from you, preferably in either a high resolution EPS or PDF format. The full artwork will need to be signed off in writing by the customer prior to production & payment will be required up front.
 
Q.
Can you offer CAD planning & installation services?
A.
Yes, we work closely with key partners to offer you a competitive & professional service.
 
Q.
I would like to use a leasing company to spread the cost of my order, can you do this?
A.
We are happy to help in any way possible to work with your leasing company. A 3rd party leasing agreement will be subject to status. Please contact our Customer Services Team to discuss further.
 
Q.
What are your hours of business?
A.
Our Cash & Carry and offices are open Monday to Friday 9.00am to 5.30pm and Saturday morning 9.30am to 12.30pm. If you are looking to come and visit us to discuss an opening or re-furbishment, please let us know in advance and we can ensure someone is available to help you.
 
Q.
Can I see a Representative?
A.
Please contact our customer services team who will be pleased to help you with this.
 
Q.
Can I get a sample?
A.
In many cases we can arrange for this, please contact our customer services team who will be pleased to help you. Alternatively, we have thousands of samples on site in our Cash & Carry and Showroom.
 
Q.
I have received the wrong goods/faulty goods, what do I do now?
A.
Please contact our Customer Services team who will be able to discuss the problem & arrange collection or a site visit where appropriate.
 
Q.
What is your returns policy if I decide I don't need something?
A.

Items must be returned within two weeks of the original delivery, must be unused & still in their original packaging.

For stocked items: you will be liable for the cost of carriage for the collection as well as a £15 re-stocking administration charge. Alternatively you can bring the item into the Cash and Carry in order for us to waiver some of these charges.

For non-stock items: you will be liable for the cost of carriage for the collection as well as 25% of the value of the goods or a £15 re-stocking administration charge, whichever the greater. We will waiver the cost of carriage charge if you return the item to us at the Cash & Carry. We reserve the right not to accept back non-stock goods.

We regret that we are unable to take back items specially purchased for you.