Frequently Asked Questions

If you cannot find an answer to your question please get in contact with us to ask a team member.

Shipping & Delivery

How long will it take for me to receive my items?

Orders for delivery to a UK Address from our UK warehouse:

  • Please allow 1-4 working days for most urban addresses.
  • Allow an extra 2 days for rural delivery, as well as, Ireland and EU countries.

Orders for delivery to a UK Address from our NZ warehouse:

  • Please allow 10-16 working days for most urban addresses.
  • Allow an extra 2 days for rural delivery, as well as, Ireland and EU countries.

Stoney Creek uses Courier Post for all orders shipping from NZ.

For international orders:

  • Delivery costs and shipping options are calculated during checkout.

For more information, please contact info@stoneycreekoutdoors.co.uk
Do I have to pay import taxes or duties?

Possibly - this depends on the laws of your country.

If any duty or import taxes apply to your order, you’ll be notified once it arrives in your country. You are responsible for paying any taxes or duties that occur.

My Order

I’m having trouble placing my order online. What should I do?

If you are having difficulties placing your order online, there are a number of options, please contact us at info@stoneycreekoutdoors.co.uk.

Please note, our couriers do not allow PO Boxes for deliveries. If you prefer to use a PO Box as your delivery location, please use the physical address of your PO Box.
Can I track my order?

Our freight partners offer tracking, you will receive an email once your order is shipped with a link to track your delivery. Please note if your address doesn’t show up in our freight partners system then you may not get a tracking link. You can request your link by emailing info@stoneycreekoutdoors.co.uk and our Customer Service team can email you the tracking link.

Returns & Exchanges

What is Stoney Creek’s returns policy?

We’re committed to providing quality products and understand that buying online can be tricky. If you’re not completely satisfied with your online purchase, you can exchange it for a different size or request a full refund (excluding freight) if:

  • The product is returned within 14 days of receiving your order
  • You provide proof of purchase
  • The product was purchased with the intention of keeping it
  • The item is unused and has all tags and labels still attached
I bought my item in-store. Can I return it to Stoney Creek online?

No. If you purchased your item from a local retailer, please return it directly to that store. They’ll handle the return or exchange according to their store policy.
How do I return an online order to Stoney Creek?
  1. Complete the Returns Form online.
  2. Clearly write your Stoney Creek Website Order Number and your name on the back of the package.
  3. Send your return to:

ATTN: Returns / Exchanges
Stoney Creek
18 Ellerbeck Way,
Stokesley,
Northyorkshire, TS9 5JZ
Who pays for return shipping?

You are responsible for covering any postage costs when returning or exchanging items.

We do not cover shipping costs for returns to our warehouse.
Can I return sale or clearance items?

No. All sale and clearance items are final sale and are non-returnable and non-refundable.
Will I get a refund for shipping or customs duties?

Original shipping charges are non-refundable.

For international orders, any customs duties or sales taxes are also non-refundable.

Warranty & Repairs

What should I do if my Stoney Creek gear is damaged or needs repair?

If your gear is damaged or needs repair, please complete our Warranty and Repairs Application Form. This helps our team assess the issue and determine the best solution.
What happens if the damage is due to general wear and tear?

If the damage is caused by incorrect use or normal wear and tear, our repairs team will provide you with an estimate of the repair cost before proceeding.
What if the damage is due to a manufacturing fault?

If the damage is the result of a fault in the item, Stoney Creek will, at our discretion:

  • Repair the product at no cost, or
  • Replace the product, or
  • Provide a full refund
Do I need to clean my gear before sending it for repair or assessment?

Yes. All gear must be clean before it’s sent to us or brought to your retailer.

Any items that arrive dirty will not be assessed or repaired and will be returned to you. Please ensure your gear is thoroughly washed before sending it in.

Product Sizing

How do I know which size to order?

When choosing your products online, please check any sizing queries against our measurement chart. We have a size chart to help you clearly determine the best size for you. Please note we have different sizing for men and women. For full details, please consult the sizing chart on your product page.

My Account

Do I need to create an account to place an order?

No, you don’t need an account — you can checkout as a guest.

However, we recommend creating an account so you can:

  • Save your order and delivery details for next time
  • View your order history
  • Track your purchases more easily
Can I track my order?

Our freight partners offer tracking, you will receive an email once your order is shipped with a link to track your delivery. Please note if your address doesn’t show up in our freight partners system then you may not get a tracking link. You can request your link by emailing info@stoneycreekoutdoors.co.uk and our Customer Service team can email you the tracking link.

Payment

What payment methods do you accept?

We accept payment by credit card (Mastercard or Visa).

If you don’t have a credit card, please call us and we’ll help arrange an alternative payment method.
Is my payment information secure?

Yes. All credit card payments are processed through the Shopify payment system.

We do not store or record your credit card details. If you don’t have a credit card please call us and we will be able to make other arrangements.
Are your prices inclusive of VAT?

Yes. Under UK government regulations, a 20% VAT applies.

All products listed on this site are priced in Pounds and include VAT, except for kids’ and youth products, which are zero-rated for VAT in the UK.

All payments are processed in Pounds and include VAT where applicable.
What will appear on my credit card statement?

Stoney Creek is a UK-owned business and the name Stoney Creek (est 1994) UK Ltd will appear on your cardholder statements for any transactions made through this website.
How are international payments charged?

Overseas payments will be charged to your credit card by your provider at their prevailing exchange rate on the day your credit card is charged.

Promo Codes

My promo code isn’t working. What should I do?

There may be a few reasons why your promo code isn’t applying:

  • Some promo codes can’t be used on sale or clearance items.
  • Certain codes require you to spend a minimum amount before they apply.

If you’re still having issues please email info@stoneycreekoutdoors.co.uk for help.

Gift Vouchers

My gift voucher isn’t working. What should I do?

Check that you’ve entered your voucher code correctly in the field at checkout.

If you’re still having issues with your gift voucher, please contact info@stoneycreekoutdoors.co.uk and our team will be happy to help.