Home FAQs

FAQs

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QUESTION – How long before I get my ordered delivered?

ANSWER

Until we have our U.S. logistics in place all orders are being shipped from Europe.To keep the delivery period as short as possible we try to process all orders same day. For delivery to the U.S. allow 7-12 days for Standard delivery.

QUESTION – Are customs charges and import duties included?

ANSWER

Goods delivered to the U.S. with a total value of less than 200USD is normally considered to be low value shipments and will generally not generate duty. Please see direct link to U.S. Customs and Border Protection for further information, opens in new window.

U.S. customs and Border Protection Low Value Import

If you order goods from our site for delivery outside the UK, or the total value exceeds 200USD for delivery to the U.S. they may be subject to import duties and taxes which will be levied when the order reaches the delivery address. You will be responsible for payment of any such import duties and taxes. Neither we nor your overseas delivery provider have control over these charges and cannot predict their amount. For further information please contact your local customs office before placing your order.

    QUESTION – Are my details secure?

    ANSWER

    You can shop at Stoked vision secure in the knowledge that your details are safe. To enhance security we do not hold any payment details that you submit to us. Unfortunately, this means that you are required to enter your payment details each time you order with us. If you require further details on our security policy please contact our customercare@stokedvision.com.

     

    QUESTION – I can’t find the product I wanted. Do you have it in stock?

    ANSWER

    We only show products on our website that we have in stock – if you cant find it on our site, it is not currently available.

    QUESTION – I have a faulty item. How do I return it?

    ANSWER

    We are sorry to hear you believe your item is faulty. Please contact customercare@stokedvision.com to get a return authorization for faulty item(s)

    QUESTION – Why has my order been cancelled?

    ANSWER

    There are a number of reasons why we cancel an entire order. The most common reason is because the billing address details provided by the customer do not match the details that the customer’s bank has on record for them.

    Please make sure that that the billing address you provide is the address that the card is registered to. Once an order has been cancelled it cannot be reactivated. Please place a new order making sure all address details are correct. For more specific details please refer to the cancellation email that we’ve sent to you.

    QUESTION – Why have I been refunded for an item instead of exchanged?

    ANSWER

    Your return will be refunded if we are unable to provide the item which you have requested.

     

    QUESTION – My order has been cancelled but it appears that I have still been charged?

    ANSWER

    As with the majority of online retailers, once you have entered your payment details your bank will place an authorization against that full order amount in your account. This will show as a pending amount on your statement but will not actually be taken by us.

    As soon as we cancel an order we automatically send information to your bank to ask them to release any outstanding authorization. This process will take up to 5 days depending on your bank’s procedures. For orders placed from overseas this may take longer. Please contact your bank for details.

    QUESTION – I think part of my order is missing. Is it on its way?

    ANSWER

    Sometimes your goods will be delivered on different dates, so first of all, check your emails from us to see if any of your items will be arriving separately. You will not be charged any additional postage costs.

    If there is a 0 in the quantity column on your invoice this means that unfortunately we did not have the stock of the item to send to you.

    If the delivery note says an item should be in your parcel but it isn’t, please send us an email on customercare@stokedvision.com to get in touch with us letting us know which item(s) you believe are missing.

    ┬áQUESTION – Can I make changes to my order?

    ANSWER

    No, once an order has been placed you are unable to make any changes or amendments to your order, this includes delivery address, delivery option, email address and items.

    QUESTION – Why has items been cancelled from my order?

    ANSWER

    Items will be cancelled from your order if we are unable to locate them during our picking process. The most common reason is that we no longer have that item in stock.

    Our website is updated on a regular basis and all items advertised online are in stock at the time of an update. Unfortunately on very rare occasions where we have small quantities of a particular item, orders placed between updates may exceed the quantity of items we have available. In such circumstances we will allocate goods to the customers on a first come, first served basis.

    You will not be charged for any items that have been cancelled and any authorizations for payment made at the time of placing the order will automatically be cleared by your bank. This process will take up to 5 days depending on your banks procedures. For orders placed from overseas this may take longer. Please contact your bank for details.

    QUESTION – Why has my order not been delivered and returned to you?

    ANSWER

    The most common reason for this is because the courier attempted delivery and was unable to obtain a signature for delivery. You can check the reason by following the tracking link that was e-mailed to you by us..

    Orders returned back to us are automatically refunded unless they contain personalized items in which case we will resend them out to you.

    QUESTION – How can I contact you?

    ANSWER

    For queries relating to online orders or information on the website you can contact us via customercare@stokedvision.com with your query.

    QUESTION -People say I rip and I think I should be a Stoked visionary, what do I do?

    ANSWER

    Please send us your Action CV to visionary@stokedvision.com and you might get lucky!

     

    QUESTION – I haven’t found the answer to my question. What can I do?

    ANSWER

    If we haven’t managed to answer your question please contact┬ácustomercare@stokedvision.com