FAQ

I can't find the wick I need on your website.

There are hundreds of models and it can be overwhelming trying to locate the correct wick. Try having a look first through the A-Z models wick finder guide first to see if your brand and model is listed, you can also try the search box on the top of the website for your model number. ie R-25C , try R25 or just 25. Don't enter the word "wick", or you'll bring up everything!
Or you can contact us sales@stevenswickshop.co.uk or use the contact form on the contact us page to drop us a message and we will locate the wick you need. We do not currently stock every wick for every model but will try to point you in the right direction if we don't have it or try and obtain it for you.

How long will delivery take?

We aim to dispatch your order within 24 hours of confirmed payment Mon-Fri (and often Saturday if we can), excluding bank holidays.
Delivery is usually Royal Mail 1st class post for flat wicks in 1-2 working days or courier for boxed wicks and bulky orders in 2-3 working days.
Delivery to Europe is approx 5-7 working days but can take up to 14 days with customs processing.
Delivery to International destinations 7-14 working days

How do I track my order?

Single wicks, wick trimmers and mica sheets are sent by 1st class post and are not tracked.

All boxed and bulky wicks and spare parts to GB Mainland are sent by courier normally arriving in about 3 working days. You will receive an email with tracking info from the courier upon dispatch and often a further email when out for delivery. You can also enter the tracking number in your dispatch email at www.parcel2go.com

Multiple flat wicks are sent via Royal mail Tracked 48 You will receive an email from Royal Mail with delivery details and there will also be a tracking number in your dispatch email. You can enter this at www.royalmail.com

Boxed wicks and multiple flat wicks sent to UK Highlands and Island addresses are sent Royal Mail Tracked 48.

I haven't received an order confirmation email

You will receive an email confirming your order and a further confirmation of dispatch. If you have not, please check your spam email folder, if nothing is there please email sales@stevenswickshop.co.uk

What payment methods do you accept?

We accept PayPal, credit/debit cards, Google Pay via our secure checkout. We do not store any card details nor can we see any of your card details, so you can shop with confidence.
You may need to enter a code via your banking app or receive a code to your mobile phone to complete payment as banks have now implemented extra protection measures for online purchases .
We do not generally accept cheques or postal orders, telephone payments or cash. However, If you are unable to make an online payment, please contact sales@stevenswickshop.co.uk so alternative arrangements can be made.

Can I return an item?

Absolutely you can return an item. We are happy to offer a 30 day return policy for exchange or money back. We just ask you return the item in the condition you received it in. Just drop us a message first and we'll be happy to help and confirm details with you. Email: sales@stevenswickshop.co.uk

Do you have a physical store?

stevenswickshop is based here in the United Kingdom, on the west coast of Scotland. We operate online only. We do not have the facility to offer collection or callers at our premises.

Do you post International?

We accept orders for delivery to Europe and other international destinations. Prices are calculated at checkout based on weight and your country. You will be responsible for customs import fees in your country and these must be paid prior to delivery. Customs fees are not included in your order price

Any other questions please email us at sales@stevenswickshop.co.uk