Where do you deliver?
We deliver to business and home addresses in the UK, Europe and worldwide – please see our delivery policy for further details.
I’m looking for a specific item but you don’t seem to stock it – can you help?
We are a new company but are growing quickly. That means that we haven’t been able to buy everything we want to quite yet. But we are always interested in finding out what our customers like and that influences what stock we purchase. So please do tell us if you like certain products and we will investigate whether it is something that we can offer in future.
The item I’m after is sold out, when will it be back in stock?
We are working on a function for you to be able to input your email address and be notified when the item is back in stock. In the meantime, we will re-stock as soon as we can but, depending on demand and how quickly the manufacturers take to send us new stock, this may take a week or so. Just check back in a few days. You can always contact us at suzy@suzystickit.com to ask us about a particular item.
What payment methods do you accept?
We accept most major credit and debit cards or you can pay by PayPal.
All of our prices are in UK pounds sterling (GBP). For international payments, your bank should handle the currency conversion, but they may charge a small fee. It’s best to check with them first if you’re not too sure.

How much is postage and packaging?
Our P&P prices can be found here
Can I change the items on my order / change my delivery address?
If your order has not yet been dispatched, we may be able to change it. It’s best to contact us at suzy@suzystickit.com with those kinds of issues.

If your order has already been dispatched, unfortunately, we’re not able to change it.

My order hasn’t arrived yet, what should I do?
Most orders arrive within the timescales on our delivery page but remember these are estimates based on the Post Office’s and courier company’s guidelines and unfortunately, once in the postal system, your parcel is out of our control. Postal delays can be caused by bad weather, slow depot processing and the customs office if your order is going overseas.

You might also want to double-check that the delivery address that you provided for your order is correct.

Unfortunately we cannot offer refunds if the address given to us is incorrect and we were not made aware of that before we dispatched the parcel.

I would like to return an item. How do I do that?
If you’ve changed your mind at all you can return the items for a full refund of the cost of the product or an exchange within 14 days.

Please remember to contact us at suzy@suzystickit.com so that we know to expect your parcel.

In order to process a refund your goods must be returned to us unused, in their original packaging (sealed where appropriate) and packaged carefully, ideally using a bubble envelope or the sturdy packaging you received the items in, so that it arrives back with us safe and sound. Please also include your order number, name and address to help us track down your order details quickly.

You will need to cover the cost of return postage. Please choose a tracked or signed for service as we cannot be held responsible for any returns that go missing in the post.

Returns Address:

Returns
Suzy Stick It
85 Bushey Hill Road
London
SE5 8QQ

We will refund you using the same method that you paid with (i.e. returning money onto your credit or debit card or re-crediting your PayPal account). We will try to process refunds as quickly as possible but please be patient as they can take around 5 working days to be processed.

Your UK statutory rights are not affected by our returns policy. By law, customers in the European Union also have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered.

To cancel your purchase within the seven-working-day cooling-off period, the above procedures should be followed. Please note that you will be responsible for the costs of returning the items to us.

For more information on your right to withdraw from your purchase within the seven working day cooling-off period, visit the Department of Trade and Industry’s website at: http://www.dti.gov.uk/consumers/buying-selling/distance-selling/index.html

I would like to exchange an item. How do I do that?
If you would like to swap your item for another that we stock, please follow the directions above in relation to returning the item that you originally purchased. However, please make it clear that you wish to exchange the item for another. When asking for an exchange, please specify the replacement item’s name and the SKU code on the product page so that we are certain which product you want to receive. It would also be useful for you to provide us with an email address in case we need to check the details with you.

We will then ship you the replacement items soon as we can, but this may take a few days to process. We will send exchange items standard second-class post within the UK but if you wish to pay for first class or signed for delivery please state so. We may need to charge you for any increased costs associated with that service.

I have received my items but one or more of them are damaged. What should I do?
Please contact us here and we will do out utmost to sort it out for you. As we check every product that leaves our hands, we hope that you never have a damaged item. However, if you do, we may need to ask you for pictures of your products and the packaging (so we can speak to the post office in case the item was damaged in transit or even the manufacturer if it’s a little more complicated). If we can’t offer a replacement (maybe the product is out of stock or no longer available from the manufacturer), then we will offer a refund or exchange for a similar item.

If you’d still like to get in touch, just email us at suzy@suzystickit.com.