Help Centre and Frequently Asked Questions

 

Delivery Information
How much is delivery?
Standard Delivery is £6 to the UK. Orders are despatched with one of our network of delivery partners. You will receive a despatch notification email with tracking details.
Where is my order?
To track your order, log into my account, click on 'view order' and you will be able to click the link and view the delivery status for each order line. If there is no link, it means your order has not yet shipped.
How long does shipping take, do you offer an express service?
Delivery times may vary per product, as we ship direct from ourselves and use our network of distribution partners who will send goods out directly from themselves.
Can I choose a specific day and time for my delivery?
For goods coming directly from our warehouse, our Courier is DPD, you will recieve and email and text confirmation from DPD confirming the date and one hour time slot for your delivery. DPD allocate time slots on the day of delivery. You can track, amend and request delivery to a safe place, using their app or website. For goods direct from the suppler
Do you deliver to outside of the UK?
We do not currently ship outside of the UK. We ship to the UK mainland, Northern Ireland, Channel Islands, Isle of Man, Scottish Highlands and Islands.
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Cancellations, Returns, and Refunds
Can I cancel my order?
Your order can be cancelled as long as it is not dispatched.
How long will my refund take?
All card payment refunds will take 3-5 working days to show in your account from the day it was issued.
How do I return my goods?
You can return an item to us within 14 days from the day after your order was delivered for a full refund.
I have returned my goods, how long until I get a refund? 
Once we have recieved your parcel, your goods will be passed onto our returns team to be processed and checked. Refunds are issued within 7 working days of receiving your parcel and can take up to 5 working days to show in your account.
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Order Queries and Issues
Do you have any tracking details? 
Once your order has been despatched, you will receive an despatch confirmation from us. You will also receive an email and/or a text form our chosen courier DPD, to advise of your delivery date and time slot.
How do you activate Windows 10 and Windows 11?
Windows 10 or 11 will automatically activate when you agree to Microsoft's End-User License Agreement (EULA) and sign into your Microsoft account. This is an OEM licence and can only be assigned to this device.
Can I make amendments after I have placed my order?
Unfortunately, once an order is placed we are unable to alter it. If you would like to cancel, please read the section on cancelling orders.
My device has arrived faulty, who do I contact?
Sorry to hear your order is not as expected, please contact our technical support team on 01785 786783, email [email protected]
I am having a problem setting my item up, I think it is faulty, can you help?
Please contact our technical support team on 01785 786783, or email at [email protected], have your device at the ready, they can help trouble shoot via remote assistance as well over the phone and via email.
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Payments, Invoices, and Promotions
Can I have a business account?
If you are a business or a general customer and you are by paying card for your orders, then please register a standard customer account. Business accounts are not for general customer use.
How can I pay for my order?
We accept payment from PayPal, Credit and Debit cards as well as payment on account for approved customers.
I forgot to add my discount code/it did not work; can you apply the discount for me now?
Sorry, we are not able to retrospectively apply discount codes once an order has been placed.
Can I have a VAT invoice? 
If you are a business customer you be sent a copy of your invoice after your order has despatched. Other customers can request an invoice from our customer care team by clicking the contact link in the footer.
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Product and Stock
How can I find out detailed specifications about a device?
We include a detailed specification, just below the picture in the full listing information for the item.
I am not sure what the best product for my needs are, can you help?
If you would like advice regarding any of our products, please contact us via our live chat service or email us at [email protected], we will be more than happy to help. Our opening hours are Monday - Friday 9am - 5pm. If you have an account manager please contact them directly for assistance.
Does this desktop support 2 monitors?
You will find more information about what monitors the PC can support by reading the Specification and Extended Specification sections underneath the product. Monitor suitability is dependant on the PC connections available.
My catalogue products and pricing are different to what has been agreed with my account manager?
Sorry you have had an issue with your current catalogue view. Please contact your account manager directly and they can look into this for you.
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Repairs, Upgrades and Warranty
My device has stopped working/not working how it should?
Please contact our technical support team on 01785 786783, email [email protected], have your device at the ready, they can help trouble shoot via remote assistance as well over the phone and via email.
If I buy parts from you, can you upgrade my device for me? 
I am sorry but this not a service we currently we offer.
How long will my repair take?
Your repair will take up to 10 working days. If there are any issues with your repair, a member of the team will be in touch to discuss this with you.
My machine is out of warranty, do you offer a chargeable repair service?
Please contact our Technical Support Team for more advice on this.
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Account and Website Issues
How can I make changes to the details on my account?
You can change the details on your account at any time in My Account. To make changes to your password, email address, delivery address or payment method, follow these simple steps:
I've forgotten my password, how do I reset it?
If you've forgotten your password, it's really simple to get back into your account.
I'm having trouble accessing your website. What should I do?
You’ll need to check that your device clock is accurate. For security reasons, you won’t be able to access your My Account pages if your device clock is fast.
I'd like to close my account, what should I do?
We're sorry to see you go - remember, your account is free and enables you to shop easily without having to enter your details each time. Also, your account offers regular newsletters and you're able to take advantage of the exclusive discounts and promos on site. How do I close my account?
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Contact Us
How can I contact the customer care team?
If you do need to contact us, we're here 5 days a week, Monday to Friday, 9am to 5pm.
Do you have Live Chat?
You can Live Chat with us during business hours by clicking the green speech bubble icon on the bottom right of our website.
How can I contact my account manager?
When you if you go to the bottom of your accounts page, your account managers name, email address and phone number will be on display.
Do you have a phone number?
Online is what we do best at Stone Group as this way, we can best handle your customer care enquiries.
How do I log a complaint?
Sorry to hear you have had an issue, if you would like to log a complaint please contact our customer care team
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