FAQs
FAQs
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*IMPORTANT INFORMATION FOR EU CUSTOMERS BUYING FROM OUR WEBSITE*
Import One Stop Shop (IOSS) scheme
From 1st July 2021, the IOSS scheme has been introduced which affects purchases between UK-based stores and EU customers.
Any item sold to the EU with a value of €22 or less will no longer be exempt from VAT. This means ALL items sold to the EU will be subject to the local rate of VAT and charges of the destination country.
The IOSS scheme permits buyers to pay any VAT and customs charges when the item is sold (worth up to €150) avoiding them having to pay upon delivery. It is not mandatory, but the larger marketplaces have registered to it on behalf of all their sellers.
STOIC STORE UK is now registered to collect this IOSS tax at Checkout (via Taxamo Assure) if you are ordering from within the European Union. This means that you should NOT be required to pay any customs duties on your items when they arrive into your country as it has already been collected and remitted here.
However, we are still experiencing some cases where the customs authorities of the EU countries are charging extra tax when they shouldn't and also cases of countries outright refusing items from the UK.
Please take the possibility of delay and even outright refusal of delivery from your custom authorities into account when ordering from an EU country. It is very likely that this issue is Brexit related and unfortunately, we are stuck in the middle without knowing if/when there will be light at the end of the tunnel regarding this tax and all of the related issues it has brought.
We apologise in advance for any inconvenience caused.
*Special Covid-19 Update*
How Stoic Store UK is adapting to Covid-19
Stoic Store UK works with a fulfilment partner to print and ship our orders. We’re in regular communication with them for the latest updates of what’s going on.
Our fulfilment partner is still operating and we’re continuing to accept orders. Please expect some slight delays on your fulfilment and shipping times during this period. Your support means a lot to us, especially during this time. Stay safe and take care.
Delivery
When will I get my order?
Since we work with a number of fulfilment partners, the answer depends on what you are ordering.
For Stoic Medallions and Rings:
UK: Fulfilment immediate. Delivery in 1-2 Business Days.
Rest of World: Fulfilment immediate. Delivery in 7-10 Business Days.
For Stoic Pendants:
UK: Fulfilment 2-4 Business Days. Delivery in 1-2 Business Days.
Rest of World: Fulfilment 2-4 Business Days. Delivery in 7-10 Business Days.
For everything else including t-shirts, mugs, beanies etc.
UK: Fulfilment 2-5 Business Days. Delivery 2-7 Business Days.
Rest of World: Fulfilment 2-5 Business Days. Delivery 2-7 Business Days.
If you are ordering multiple items, please expect your items to arrive at different times and in different packages, as per the guidelines above.
Where will my order ship from?
For Stoic Medallions, Rings and Pendants, all orders are shipped from the UK.
For everything else, we work with an on-demand order fulfillment company with facilities in Europe and the United States.
My order should be here by now, but I still don't have it. What should I do?
Before getting in touch with us, please help us out by doing the following:
● Check your shipping confirmation email for any mistakes in the delivery address.
● Ask your local post office if they have your package.
● Stop by your neighbours in case the courier left the package with them.
Pro tip: Package theft is on the rise—If you're expecting a home delivery and you know you won't be home to accept it, use an address where you know you'll be!
If the shipping address was correct, and the package wasn't left at the post office or at your neighbour’s, get in touch with us at support@stoicstore.co.uk with your order number.
Orders
How do I track my order?
If your shipping method includes tracking, you’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at support@stoicstore.co.uk.
I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at support@stoicstore.co.uk within a week after delivery with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!
Returns
What’s your return policy?
We only offer exchanges on our Stoic Rings if there is a sizing issue. If you do wish to exchange ring sizes, the customer is required to pay for the shipping of the return of the ring and the shipping of the new ring.
We don’t offer returns and exchanges for any other item, but if there’s something wrong with your order, please let us know by contacting us at support@stoicstore.co.uk!
Do you offer refunds?
Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at support@stoicstore.co.uk with photos of wrong/damaged items and we’ll sort that out for you.
Can I exchange an item for a different size/color?
At this time, we don't offer exchanges on anything other than our rings. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section.
As the sizing charts can sometimes appear blurry on the Product Description Pages, please refer to the Size Guide on this item for all sizing references before placing your order.
Though rare, it's possible that an item you ordered was mislabelled. If that’s the case, please let us know at support@stoicstore.co.uk within a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund!
Other
How to measure your ring size
If you are unsure how to measure your ring size for purchasing a Stoic Ring, please follow the guide HERE.
This guide will give you your UK ring size. Please use a UK to US size converter to find out your final US ring size for order.
Customs Fees
Although rare, some shipments of our clothing products outside of the USA may incur customs fees depending on the destination country. The fee may vary depending on your order value, country limits, and other factors based on the product itself. It is the customer's responsibility to know which fees may apply and if applicable, to pay the appropriate customs agency. Stoic Store UK is not responsible for the payment of custom fees.
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