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?
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.
When is the last date for Christmas 2024 delivery?
To receive your order in time for Christmas please order by Thursday 19th of December 2024.
Deliveries will still be made over the Christmas period, but please allow an extra 3-5 days.
Cancellations, Returns, and Refunds
Can I cancel my order?
Cancellation may be possible depending on the terms and conditions that apply to the Contract between us.
How do I return my goods?
Returns may be possible depending on the terms and conditions that apply to the Contract between us.
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.
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
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.
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 am having an issue with my discount code
Please email us at [email protected] with details of the code you have received, and the products you are trying to use it on.
Discount codes issue for Stone Refurb cannot be used on www.stonegroup.co.uk
Sorry, we are not able to retrospectivly 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.
Product and Stock
How can I find the detailed specifications of a device?
We include a detailed specification, just below the picture in the full listing information for the item.
Can you help select the best product for my needs?
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.
Repairs, Upgrades and Warranty
My device has stopped working
Please contact our technical support team on 01785 786783, or email [email protected]
Have your device at the ready, and 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?
I am sorry but this not a service we currently we offer.
Business customers should contact their account manager for help.
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.
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/using your website
There are number of things to try if you are having issues accessing, or using the site correctly.
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.
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?
Please get in touch with us using the website customer contact form, and we will forward your request to the correct account manager. You also use the live chat function.
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
IT Recycling and IT Asset Disposal
Do you provide an IT Recycling Service?
Yes, we do supply an IT Recycling Service when ITAD is not possible.
Read more about our IT Recycling Service
Do you provide an IT Asset Disposal Service?
Yes, Stone, A Converge Company, are a highly accreddited and awarded IT Asset Dispoal company here in the UK.
Our IT Asset Disposal (ITAD) services can assist your organisation by responsibly and securely disposing of unwanted IT. We recycle at our award-winning facility in Staffordshire and at our regional hub in Scotland, and our ITAD services are simple, sustainable and secure.
What is the WEEE Directive?
WEEE stands for Waste Electrical and Electronic Equipment, and that definition includes virtually any household or non-household equipment that uses a battery or plug. It aims to reduce the impact of equipment that has reached the end of its lifecycle.
How can my business comply with the WEEE Directive?
Virtually every business is affected by WEEE Regulations. It is essential that you understand and carry out certain responsibilities to avoid legal, regulatory and environmental repercussions.
What are POPs?
Persistent organic pollutants (POPs) are organic substances that persist in the environment, accumulate in living organisms, and pose risks to both human health and the environment.
How to determine the age of my device for POPs
If you are unsure how old your device is, there are several ways to determine the age of your computer.
DinoPC
Why has DinoPC moved?
As part of Stone Technologies, the DinoPC division always wants to give you the best gaming experience at a good price, moving to the Stone website helps us do this.
Is my DinoPC warranty still valid?
We will still honour the warranty option you chose when you purchased your PC from DinoPC.com
How do I contact DinoPC support?
Our support team is still on hand to help. You can contact them at [email protected]
Does my DinoPC.com account work on StoneGroup.co.uk?
Your DinoPC.com account will not work on StoneGroup.co.uk however you can create a new account.
