FAQ's
Stamford London Direct FAQs
Direct relationships build lasting value.
Accounts
Who can open a Stamford London Direct account?
Accounts are available to businesses buying products to resell or use as part of their work.
How is an account requested?
Complete the short account registration form here. Stamford London will check the details and confirm when the account is ready.
Why are account details checked?
This makes sure the account is set up correctly and shows the right prices and buying options.
Can Stamford London products be sold through online marketplaces?
Yes. Just let us know where Stamford London products will be sold before listing them. We’ll make sure everything is in place.
Can businesses outside the UK open an account?
Yes, subject to availability and delivery arrangements. Get in touch with International Sales and we’ll help with the next step.
Products and pricing
How can products be ordered?
Choose the buying route that fits the order:
| Buying route | Best suited to |
|---|---|
| Counter displays | Flexible mixed orders |
| Trade cartons | Sealed-carton orders |
| Volume wholesale | Larger orders |
| Appointed distribution | Stockholding and wider resale |
What is the minimum spend?
The minimum spend is £100 for counter display orders and from £600 for sealed-carton orders. The minimum quantity for each product is shown on the product page.
Are prices shown with VAT?
Trade prices are shown excluding VAT. VAT is added separately where applicable.
Which product formats are available?
The range includes HEX incense sticks, Masala incense sticks, incense cones, backflow cones, aroma oils and selected gift sets.
What do retail pack, counter display and trade carton mean?
A retail pack or bottle is the consumer unit. A counter display contains several retail units. A trade carton contains multiple displays or product sets. The exact contents are shown on the product page.
Can different fragrances be combined?
Yes, where the product page allows it. Any minimum quantity shown for an individual line still applies.
Is quantity pricing available?
Where available, quantity pricing is shown while the order is being built.
How is availability shown?
Current availability is shown on the product page. Stamford London will get in touch if anything becomes unavailable or delayed.
Are samples available?
Samples may be offered for selected products. Get in touch and we’ll confirm what is available.
Weights and dimensions
Where are product weights and dimensions shown?
Weights and dimensions are shown on each product page for the relevant retail pack, counter display and trade carton.
Why are different measurements shown?
Each supply level has different measurements. Showing them separately makes it easier to plan display space, storage and delivery.
Which measurements are provided?
Where applicable, product pages show length, width, height, weight, measurement classes and carton volume, CBM.
Compliance and regulatory labelling
How is product compliance managed?
Each product is reviewed for domestic and international classification, labelling and safety requirements of the market in which it is sold. Required labels, product notifications and UFI information are maintained where applicable.
Where can safety data sheets be found?
Safety data sheets are being added to the product pages. Until then, please get in touch if one is needed.
Ordering
How is an order placed?
Sign in and find what is needed by category or search. Each product page shows the price, pack size, availability and minimum quantity. Add the products to the basket, check the order and delivery details, then accept the terms and place the order.
Will an order confirmation be sent?
Yes. An order confirmation will be sent by email after the order is placed.
Can an order be changed or cancelled?
Get in touch as soon as possible. Changes may not be possible once preparation or delivery has started.
Can previous orders be viewed?
Yes. Previous orders can be viewed in the account order history.
Payment
How is payment made?
A payment request follows once the order is received. Payment before delivery is required unless credit terms have been agreed.
What does the payment request include?
It includes the details needed to complete payment.
When is the VAT invoice sent?
The VAT invoice is sent once payment is received.
Are credit terms available?
Credit terms apply only where they have been agreed with Stamford London.
Delivery
When is delivery free?
Delivery is free on orders over £100 to mainland UK.
When are delivery charges shown?
For orders of £100 or less, the delivery charge is shown before the order is placed.
Will tracking be provided?
Yes. Tracking details are sent when the order leaves Stamford London.
Is delivery available outside mainland UK?
Get in touch before ordering, so availability, timing and charges can be confirmed.
What if an order is needed by a particular date?
Get in touch before ordering. We’ll confirm what is possible.
Support and returns
What if something arrives damaged, missing or incorrect?
Get in touch with the order details and clear photographs where helpful. We’ll help sort it out.
Can correctly supplied products be returned?
If everything arrives as ordered, returns are not normally available. If something is not right, get in touch and we’ll help sort it out.
Where is product safety information available?
Follow the instructions and safety information shown on the product. Safety data sheets are being added to the product pages. Until then, please get in touch if one is needed.
How can Stamford London be contacted?
Use the contact page and the right team will help.