Customer Assistance Centre

Products and Stock Queries 13

• How can I find out detailed specifications about a device?
• How do I choose the right product for my needs?
• When will you get more stock of this item?
• What kind of products does Stone Refurb offer?
• How often does stock update?

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Order Queries and Issues 12

• Where can I find my tracking details?
• My device has arrived faulty, who do I contact?
• My order arrived, but a part/accessory is missing?
• My order has arrived, but there’s an issue. What should I do?
• Can I make amendments after I have placed my order?

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Delivery Information and Queries 9

• Christmas Opening Times
• How can I track my order?
• How long does shipping take?
• Can I choose a specific day and time for my delivery?
• Can I change my delivery address after placing an order?

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Returns, Refunds and Cancellations 7

• I have returned my goods, how long until I get a refund?
• Can I cancel my order after it has been placed?
• What is your return policy?
• How do I initiate a return?
• Will I have to pay for return shipping?

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Repairs, Upgrades and Warranty 8

• How do I arrange for a repair on my device?
• My device is under warranty and needs a repair. What should I do?
• Can I upgrade the RAM or storage on my laptop and PC?
• How do I know if my device can be upgraded?
• What does the warranty cover?

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Payments and Promotions 7

• What payment methods do you accept?
• Is my payment secure?
• Can I change my payment method after placing an order?
• How will I receive my VAT Invoice?
• How can I find out about current promotions?

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Account and Website Issues 7

• How can I update my account information?
• I've forgotten my password, how do I reset it?
• I'm having trouble accessing your website. What should I do?
• How do I create an account?
• How do I delete my account?

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Contact Us 3

• How can I contact the customer care team?
• Do you have a phone number?
• How do I log a complaint?

Product and Stock Queries 4

• How can I find out detailed specifications about a device?
• I am not sure what the best product for my needs are, can you help?
• Does this desktop support 2 monitors?
• My catalogue products and pricing are different to what has been agreed with my account manager?

IT Recycling and Stone 360 2

• How do I recycle my devices?
• Who do I contact about my collection?

Order Queries and Issues 5

• Do you have any tracking details?
• How do you activate Windows 10?
• Can I make amendments after I have placed my order?
• My device has arrived faulty, who do I contact?
• I am having a problem setting my item up, I think it is faulty, can you help?

Delivery Information and Queries 4

• Where is my order?
• How long does shipping take, do you offer an express service?
• Can I choose a specific day and time for my delivery?
• Do you deliver to outside of the UK?

Returns, Refunds and Cancellations 4

• Can I cancel my order?
• How long will my refund take?
• How do I return my goods?
• I have returned my goods, how long until I get a refund?

Repairs, Upgrades and Warranty 4

• My device has stopped working/not working how it should?
• If I buy parts from you, can you upgrade my device for me?
• How long will my repair take?
• My machine is out of warranty, do you offer a chargeable repair service?

Payments, Invoices and Promotions 4

• Can I have a business account?
• How can I pay for my order?
• I forgot to add my discount code/it did not work; can you apply the discount for me now?
• Can I have a VAT invoice?

Account and Website Issues 4

• How can I make changes to the details on my account?
• I've forgotten my password, how do I reset it?
• I'm having trouble accessing your website. What should I do?
• I'd like to close my account, what should I do?

Contact Us 4

• How can I contact the customer care team?
• How can I contact my account manager?
• Do you have a phone number?
• How do I log a complaint?