Frequently Asked Questions
Do you have a shop?
Stephen Arnold does not operate from a shop premises, all purchases must be made through the website or by contacting us on the contact details provided on the website.
How do I get updates on Stephen Arnold news?
Members who have subscribed to the newsletter found at the bottom of the website homepage will be automatically sent monthly newsletters updating them on all the latest news within the company, such as price updates, new products, delivery news etc
How do I place an order online?
For an instruction video on how to place an order online please visit the 'Stephen Arnold Ltd YouTube Channel' - How To Place An Order Online or click here
How do I search for an item on the website?
If you have a specific item in mind, and already know the item number or description, you can search directly using the search engine found at the top of the page.
Can I order a smaller amount than the quantity stated on the website?
No. We only sell sealed wholesale quantities, as sold by SWAROVSKI Elements.
I am looking for a specific product, but cannot find it on the website.
We supply the full range of Swarovski products including:
- Designer Editions
- Fusion Concepts
- Round Stones
- Flat Backs no Hotfix
- Flat Backs Hotfix
- Sew On Stones
- Fancy Stones & Settings
- Crystal Pearls
- Self Adhesive Elements
- Synthetic Hotfix
- Crystal Yarn
- Plastic Trimmings
- Fastners & Zippers
- Metal Trimmings
- Crystal Mesh
- Cupchains & Findings
- Knobs, Handles & co.
If you cannot find the product you want, please contact us.
Do you have a catalogue I can order from?
No. We are forever adding new products to our range and therefore a catalogue would already be outdated at time of print.
Do you have a colour chart & size guide?
A colour chart and size guide are available on the website in the ‘Downloads’ section. Please note that due to monitor variations the colour represented may vary.
How do I apply the product to: fabric, metal, plastic, any other surfaces?
Please see: ‘Application’ page on the website for guidance and advice on how best to apply the product to different surfaces.
I am having trouble applying the item.
Please see: ‘Application’ page on the website for advice on potential problems
I have received a faulty item
Please contact the Stephen Arnold Team to discuss the return of the item. You may be asked to provide a sample for testing. Once reviewed, we will try to replace item as soon as possible.
I have received an incorrect item in my order?
DO NOT open the package. We cannot accept the return of any packages that have been opened. Contact the Stephen Arnold Team to arrange the return of the incorrect item and the delivery of correct one.
An item is missing from my order.
There may be a number of reasons for this:
Back order – Back ordered items should be marked on your invoice with the following symbol: ‘BO’. Please contact the Stephen Arnold Team to discuss the due date of your back ordered item.
Delay of Transportation – This could be due to a number of reasons, whether it be a delay from our supplier to us or from us to you. Please contact us for information on expected delivery dates or check your account for consignment numbers.
What are your methods of delivery?
We use a next day courier (Interlink Express) for England, Scotland and Wales. Deliveries out of mainland UK are sent with either Interlink Express or TNT. Please make sure someone is available to sign for your delivery.
How do I return an item?
Contact the Stephen Arnold Team to discuss the return of your item/s. Please see our returns policy.
My return has been processed but I wasn’t refunded the postage of return?
We do not refund the cost of postage. Please see returns policy.
I have been refunded the incorrect amount?
Contact the Stephen Arnold Team to discuss along with your order number and date of placing the order.
How do I pay for my order?
Payment can be made by credit or debit through the website or by BACS/CHAPS payments over the phone provided your order is emailed to us.
When will I be charged for my order?
Payment will be taken as soon as your order is placed.
How do I change the details on my Stephen Arnold Ltd account?
Please view ‘My Account’ on the website to change your details.
I’m making a large order, may I have a discount?
We do not give personal discounts.
Can I amend or cancel my order?
Should you wish to amend or cancel your order, please contact the Stephen Arnold Team as soon as possible. Amends can be made as long as your order has not been processed with our supplier. Should you wish to cancel your order, there will be a 50% refund only – please see returns policy.
Can I order bespoke items?
Below is a list of all the product groups which allow you to submit your own artwork:
- Crystal Tattoos
- Flat Back Transfers (Hot Fix)
- Flat Back Transfers (No Hot Fix)
- Crystal Fabric
- Crystal Rock
- Crystal Transfabric
- Crystal Mesh
Please see: ‘Transfer Design Service’ page on the website or contact the Stephen Arnold Team for more information.
Would I be able to arrange a meeting to view the SWAROVSKI Elements Collection?
Certainly! Please contact the Stephen Arnold Team to arrange a meeting and view the ‘SWAROVSKI Enhanced Design Help’. Please note this is reserved for manufacturers.
I have been informed that an item from my order is no longer in production and has been cancelled from my order? What are my options?
- The requested colour or size may no longer available. Please contact us to arrange an exchange for a similar item.
- Refund / Store Credit
- Discuss similar items available in order to achieve the desired effect.