At Stahlwille Shop, we are committed to providing professional-grade tools to craftsmen and technicians worldwide. We back our products with a straightforward and fair Shipping and Returns policy, ensuring your complete satisfaction.

Shipping Information

Order Processing Time: All orders are processed within 1-2 business days.

Shipping Methods & Delivery Times:

  • Standard Shipping: Shipped via DHL or FedEx. Delivery within 10-15 days after dispatch. Shipping fee: £12.95.
  • Free Shipping: Available on orders over £50, shipped via EMS. Delivery within 15-25 days after dispatch.

Please note: We ship globally, excluding Asia and a few remote regions.

Returns & Exchanges Policy

We offer a 15-day return or exchange policy from the date you receive your items. If you are not satisfied, you may return your purchase for a full refund or exchange, provided the following conditions are met.

Conditions for Returns & Exchanges

  • The item must be unused and in its original packaging.
  • All original tags, labels, and documentation must be intact.
  • Proof of purchase (order number) is required.
Please Note: For hygiene and safety reasons, Electricians Knives and any items from the Knives & Scissors category cannot be returned or exchanged once opened or used, unless they are faulty.

Step-by-Step Return Process

  1. Initiate Your Return Request: Within 15 days of receiving your order, contact our customer service team at [email protected] with your order number and product details.
  2. Await Authorization: We will respond within 2 business days with a Returns Authorization (RA) number and shipping instructions. Do not return items without an RA number.
  3. Package and Ship: Securely package the item in its original packaging. Include a copy of your receipt and write the RA number on the outside of the box. Ship to:
    63 Minton House, London Rd, Stoke-on-Trent, GB CH2E 6GJ
    Please note: Return shipping costs are the customer’s responsibility unless the item is faulty or incorrect due to our error.
  4. Processing by Our Team: Once received, we will inspect the item (within 3-5 business days) and process your refund or exchange.

Refund Timeline & Method

Refunds are processed within 5-7 business days of receiving and approving your return. The refund will be issued to the original payment method (Visa, MasterCard, JCB, or PayPal). Please allow additional time for the refund to appear in your account, depending on your bank or payment provider.

Original shipping costs are non-refundable.

Exchanges

If exchanging for a different product, we will process the exchange once the original item is received and inspected. If the new item costs more, you will be charged the difference. If it costs less, you will be refunded the difference.

Return Request Email Template

To simplify the process, use the template below when requesting a return:

Subject: Return Request - Order #[Your Order Number]

Dear Stahlwille Shop Team,

I would like to request a return/exchange for an item from my order.

Order Number: [Your Order Number]
Product Name: [Name of the product you are returning]
Reason for Return/Exchange: [e.g., incorrect item, faulty, changed mind]
Preferred Solution: [Refund / Exchange for (product name)]

Please provide me with a Returns Authorization number and further instructions.

Thank you,
[Your Full Name]

If you have any questions, don’t hesitate to contact our friendly customer service team at [email protected].