Below, you'll find a list of answers for the questions we get asked the most.
Still can't find what you're looking for? If you send your questions over to email@example.com, we'll hopefully be able to provide the A to your Q.
Q. I would like to set up a credit account with Stephenson's. How do I go about this?
A. Please e-mail our accounts team for an account application form on firstname.lastname@example.org
Q. I already have a credit account with you. Can I buy off the internet at our agreed prices and have it charged to my account?
A. Yes. You need to register first on our website, which will validate your e-mail address. You can then get in touch with us by phone (0161 483 6256) quoting the name of your business and the full name and e-mail address you used to register with and we can link your credit account pricing and payment to your new internet account.
Q. How much will delivery cost?
A. On any orders over £50 (excluding VAT) delivery within Mainland England, Wales and Scotland is FREE! On orders below £50, a £6 delivery charge applies.
|Country/Area||Less than £50||More than £50|
|Mainland England, Wales & Scottish Mainland||£6||FREE|
|Isle of Man & Isle of Wight*||£19.95||£15|
|Guernsey & Jersey*||£24.95||£20|
|Alderney, Sark & Herm*||£44.95||£40|
(All prices shown are excluding VAT).
* Further delivery charges may apply.
Q. What’s your International Orders Policy?
A. Stephenson’s are able to export orders overseas, both within and outside the EU.
We are able to export orders to certain countries overseas above the value of £500 (ex VAT). Orders below £500 (ex. VAT) can be forwarded to a UK shipper’s address. Alternatively, a collection service is available from our Cash & Carry in Stockport.
Our website is currently set up to only process orders for delivery within the UK; if you require an international quotation including shipping charges, please click here to following our easy guide for International Orders.
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 email@example.com.
Q. I need my order tomorrow. Can you deliver?
A. For stocked items, our standard delivery service is within 2 working days. If you require an item urgently - 'before the weekend' etc. please contact our customer services team by telephone on 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 (e.g. 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 cursor over the tick for a guide to delivery times. We hold stock of thousands of lines in stock, so an order for a stocked item (marked by a green tick icon), placed before 3pm, will be delivered the next day. If an item is not stocked, there will be a delivery time estimate next to a van icon. For example '4-5 days'.
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 e-mails relating to stock so if you are unsure, please feel free to contact us for an accurate update.
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 Sagepay 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:
- Cocktail & Dining Napkins
- Drinks Coasters
- Menus, Bill Presenters & Hotel Room Compendia
Please contact our customer services team to discuss the options available. Quoted 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 and 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 and 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 3pm. For any bank holiday opening times, please visit the Contact Us or Cash & Carry pages as these are updated when applicable. If you are looking to come and visit us to discuss an opening or refurbishment, 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 and arrange collection or a site visit where appropriate.
Q. What is your returns policy if I decide I don't need something?