STIHL Store Delivery & Returns

DELIVERY

Delivery from our online STIHL Store is based on size of item and spend level and shipping to addresses in Great Britain.

Delivery pricing is based on the following:

Standard Delivery Terms:

For In Stock items on our standard delivery service is typically within 3 to 5 working days based on orders placed Monday to Friday.

Please note: Should your order be placed over the weekend or during a bank holiday period it will be processed on the next working day.

We deliver to Mainland UK only:
Flat rate shipping classes –

Class A (Standard size product): You pay £15

Class B (Mid-range size product): You pay £30

Class C (Large/bulky size product): You pay £50

Click & Collect from your local depot is FREE*

Express and Saturday Delivery

If you need your order to arrive quicker than normal delivery timelines OR on a Saturday please contact us before you place your order. Delivery price is on application.

IMPORTANT: Some items are too large and/or heavy for delivery by courier (e.g. ride-on mowers etc) and have to be delivered on a pallet*.

We are able to offer this service free of charge throughout the North West region in conjunction with our regional depots. Unfortunately, if the destination postcode is in any other area, we would have to provide a delivery price on application, please contact us. Please note you must be on site for pallet delivery and the item can only be delivered on to hard standing.

*We will contact you to arrange your pallet delivery, to find a delivery date to suit you and to ensure there is adequate access to site and suitable hard standing for delivery.

We aim to dispatch your order as swiftly as possible, however, due to UK-wide disruption, deliveries will take longer than usual at this time.

Restricted Postcodes

Please note, we do not deliver to BFPO addresses, Ireland, the Scilly Isles, Isle of Man, Isle of Wight, Channel Islands, and any countries outside of mainland UK including but not limited to:

• BT
• HS1-9
• IM
• IV41-51
• IV55-56
• KA27-28
• KW15-17
• PA20
• PA41-49
• PA60-78
• PH42-44
• ZE1-3

RETURNS POLICY

Should you wish to return your goods please complete the Request A Return form and ensure you return your item/s back to us within 14 days of receiving your item/s in the condition that you have received it. Your item\s will be inspected by our depot team and considered for an approved or unapproved return.

Your approved return will be placed back into our stock management system and a refund of the item price paid will be refunded in full within 7 days of the item being approved for return.

In the unlikeliness of your item being unapproved, we will provide a clear explanation of why your item\s have been rejected in writing.

Please note: All returns are paid for by the customer, refunds for any shipping costs will not be refundable unless a mistake is made by us or in the event that an item is faulty.

If there’s An Error:
If for some reason your order is not right. We will explain the steps to take.

Damaged or Incorrect:
If you have received an item that is damaged or not as described please contact one of our Customer Service Operators who will gladly try and get to the bottom of what’s gone wrong.

Faulty Items:
If you have a fault under the manufacturers warranty please return them to us for inspection, manufacturers warranty covers failure of the product and or materials used in the product, it does not cover fair wear and tear, products damaged in use, if you are unsure of the right product for your application please call us we will gladly give the best advice we can.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment within a few working days.

We regret there are certain situations where only partial refunds may be granted, for example, if an item not in its original condition, is damaged or missing parts for reasons not due to our error. We will inform you of this in advance.

When will I receive my refund?

• If you have received an email confirming a refund has been issued, first double check your bank account as refunds can appear at any time during the day.
• Then contact your credit card company; it may take some time before your refund is officially posted.
• Next contact your bank. There is often some processing time before a refund is posted.
• If you’ve done this and you still have not received your refund yet, please contact us at STIHL@smithshire.com

Data Protection Policy

Please note we will comply with data protection legislation applicable in the UK. For information on the ways in which we store and make use of personal data as well as the steps taken to ensure compliance please refer to our Privacy Policy.