Shipping policy

Full details of our shipping policy can be found in Section 6 of our general Terms and Conditions, you should familiarise yourself with them before making any purchases.

Customs and Duties

If your order is being delivered within the UK or EU, you will not be liable for any import duties and taxes as these are already included within the prices displayed when placing your order. 

If your order is being delivered to a country outside of the UK or EU, you may be required to pay local taxes and import duties, this is common practice and the amount owed is calculated in accordance with the value of your goods. All local taxes and import duties are subject to the shipping company, customs, and your local authority's discretion and STL will not be liable for any charges incurred.

If you refuse to pay the local taxes, import duties, relevant fees, or provide any information that is requested from you by the shipping company, customs or your local authority, either directly or indirectly, through STL, your order may be automatically returned to us or in some cases, destroyed by the shipping company or the customs authority, this will be completely outside of the control and liabilities of STL;

1. In the event of your order being returned to STL, once it has been returned and received in full, you will be given a refund less the original shipping fee that you paid and less any additional charges incurred when the shipment is returned to us (including, but not limited to, return shipping fees, courier handling fees, storage fees, import duties and taxes etc.). If you don’t want a refund and instead wish for your order to be shipped again to you, you will be required to cover the cost of shipping back to you.
2. In the case your order is destroyed, STL will have no liability whatsoever, this means STL will not refund any part of the order, including goods or shipping.

Delivery

Where the courier is unable to Deliver the Goods, they may either attempt to deliver to a neighbour, attempt to redeliver the following day, leave a card for you to rearrange a suitable time for redelivery or leave the parcel at your local post office for you to collect. DHL will contact you via a text message in advance where possible, so that you can make other arrangements if you will not be home to accept your delivery. Where we are delivering your order via a pallet courier within the UK, we will contact you in advance to arrange delivery on a mutually agreed date, we will not be able to specify an exact time window and we will have very limited tracking. If you are not home to accept delivery on the agreed date, the pallet delivery company may impose a charge for a second delivery attempt or storage charges for which you will be liable. STL will not be liable for any charges due to a missed pallet delivery.

Once we ship your Order you will receive a Shipping Confirmation Email, if your order has not arrived within 7 days of the estimated delivery date you must let us know so that we may investigate the matter both internally and with the shipping company. Failure to notify us of non-receipt of the order within this time-frame might mean we are unable to investigate or have the cooperation of the shipping company to aid us.

Damaged Delivery

If any box we have shipped to you arrives with visible damage, such as where the box looks like it has been crushed or significantly torn or compromised it is your responsibility to either refuse to accept the delivery, or ensure you sign for the delivery as ‘damaged’.

Inspection for Damage and Completeness

It is your responsibility to inspect the goods for damage immediately after delivery. Where Items have been damaged in transit you must report it to us within 24 hours of receipt of delivery, please provide photographs of both the original shipping packaging and the damaged item, as this will aid our investigation and any claims that we may need to make from the shipping company. Pending our investigation we will make a decision on the next steps, and we shall either replace or repair the damaged item or arrange for a full refund to be issued to you via your original payment method. For customers outside the UK we will reimburse reasonable return carriage costs where we request the return of an item. Failure to report a damaged item within the above timeframe will mean we are unable to replace the damaged item free of charge.

It is your responsibility to inspect your delivery for completeness upon receipt of the goods. If any items are missing from your expected delivery, you must notify us within 14 days. Failure to report a missing item within this timeframe will mean we are unable to replace an item free of charge.