Welcome to the Surplus Stock Shop FAQ page. Here you'll find answers to some of the most common questions about our products, orders, shipping, payments, returns, and refunds.
1. What products does Surplus Stock Shop sell?
We offer a selection of stylish and practical home décor products, including decorative pillow covers, throw pillow covers, sofa covers, and other products designed to help refresh and enhance your living space.
2. Where does Surplus Stock Shop ship?
We currently ship within the United Kingdom only.
At this time, we do not offer international shipping.
3. How long does delivery take?
Our estimated total shipping time is 5–8 business days.
This generally includes:
- Processing: 2–3 business days
- Transit: 3–5 business days
Delivery times may occasionally vary due to courier delays, public holidays, weather, or other circumstances outside our control.
4. Do you offer free shipping?
Yes, we offer free shipping on eligible orders within the United Kingdom, as indicated on our website at checkout.
5. What payment methods do you accept?
We accept several trusted payment methods, including:
- Visa
- Visa Electron
- Mastercard
- American Express
- Discover
- JCB
- Maestro
- PayPal
Available payment methods will be displayed during checkout.
6. Can I change or cancel my order?
If you need to change or cancel your order, please contact us as soon as possible after placing it.
We will do our best to accommodate your request, but changes or cancellations may not be possible once your order has been processed or dispatched.
7. Can I return my order?
Yes. We offer a 30-day return policy.
If you are not satisfied with your purchase, you may request a return within 30 days of receiving your order, subject to our return conditions.
Please contact us before sending an item back so we can provide the appropriate return instructions.
8. How long do I have to request a refund?
Refund requests must be made within 10 days of receiving your order, subject to our refund terms and conditions.
Please contact our customer service team as soon as possible if you believe you are eligible for a refund.
9. What's the difference between your return and refund policies?
Our 30-day return policy gives you a longer period to request a return.
Our 10-day refund policy applies to requests specifically seeking a refund. Refund eligibility may depend on the reason for the request and the condition of the returned item.
10. What condition must an item be in to be returned?
Returned products should generally be unused, undamaged, and in their original condition and packaging, where applicable.
Items that have been used, damaged, altered, or returned without the required information may not qualify for a return or refund.
11. How do I start a return?
To request a return, please contact us with your order number, the email address used for your purchase, and a brief explanation of your return request.
Our customer service team will provide you with the next steps.
12. When will I receive my refund?
Once your returned item has been received and inspected, we will process an eligible refund.
The time it takes for the funds to appear in your account may vary depending on your original payment method and payment provider.
13. What should I do if my order arrives damaged?
If your order arrives damaged, please contact us as soon as possible. Include your order number and, where possible, clear photographs of the damaged product and packaging.
This will help us assess the issue and determine the appropriate solution.
14. What if I receive the wrong item?
If you receive an incorrect product, please contact us with your order number and details of the item you received.
We will review the issue and help you with the appropriate next steps.
15. Can I track my order?
If tracking information is available for your shipment, it may be provided after your order has been dispatched.
Please check your shipping confirmation email for any available tracking details.
16. What happens if my order is delayed?
Our standard estimated delivery time is 5–8 business days. If your order has not arrived after this timeframe, please contact us so we can help investigate the delivery status.
17. Do you ship internationally?
No. Surplus Stock Shop currently ships within the United Kingdom only.
We do not currently offer delivery to international destinations.
18. How can I contact Surplus Stock Shop?
Our customer support team is happy to help with questions about products, orders, shipping, returns, and refunds.
Phone: +44 1228 544822
Email: info@surplusstockshop.com
Address: St Nicholas St, Carlisle CA1 2EF, United Kingdom
19. What information should I provide when contacting customer support?
For order-related questions, please include your:
- Order number
- Name used when placing the order
- Email address associated with the order
- Brief description of your question or issue
Providing this information helps us assist you more efficiently.
20. How can I get help with a product before ordering?
If you have questions about a product's size, material, colour, design, or suitability for your space, please contact our customer support team before placing your order. We'll be happy to help where possible.
Surplus Stock Shop — Making it easy to refresh your home with style and comfort.