Covid-19
At The Stoner, we are doing everything we can, along with our partners, to continue to help all customers and get packages delivered. We've listed the most frequently asked questions surrounding the measures and COVID-19.
Can I just keep ordering?
Yes, the order will automatically be forwarded to our sales partners. Many people order online, which makes the delivery services a bit busier. It is therefore possible that your order will be delivered a little later than usual. So order in time.
Do you anticipate problems with stock?
Through an automated process we receive daily stock information from our partners. Sometimes it can happen that a product goes so fast that an order has to be cancelled from the warehouse. In that case the full purchase amount will be refunded to your account. Should it be that your favorite product is no longer available, we are sure to have another item that you can add to your list of favorites.
When will my order be delivered?
The carriers do their best to deliver the orders as quickly as possible. Unfortunately, we have noticed that the carriers are extremely busy and there may be delays. Because of the rush, the delivery service cannot always pick up the packages from the seller at the desired time. As a result, your package may be a little delayed. We will do our best to get your package to you as soon as possible. Unfortunately we have no influence on the delivery services. We count on your understanding in these crazy times.
Can the deliveryman leave my parcel at the door unattended?
No, your package may not be left unattended. Does your package fit through the letterbox? Then the deliveryman can choose to deliver it this way.
Can I still return my order?
Yes you can! It is still possible to return your package. We understand that in some cases it is more difficult, for example when the post office is closed. Fortunately, there are many supermarkets that also have a return point. In any case, do not forget to register your return in time. After registering your return, you still have 14 days to return your package. Are you afraid that it really is not possible within that time, please let us know in time. At this time, sellers have not yet indicated their return period to be extended.
I have contacted you, but no response yet.
We do our best at customer service to respond to everyone as quickly as possible. We are a small team and handle all inquiries as quickly as possible. Telephone, chat and email are busier, so response time may be longer than you are used to. In the email you will receive once we have received your mail, you will find the current response time. This is the time it currently takes us to get to your message. Do not mail more often, this will automatically put your mail at the bottom of the pile again and it will take longer for you to receive an answer.
