Questions
General FAQs
- When will I receive my bar stools?
- Are your bar stools height adjustable?
- Will your bar stools fit under my kitchen bench?
- Can I order just one bar stool?
- What leathers do your bar stools use?
- How stable are your bar stools?
- What is a Pre-Order? Can I still order a product that is out of stock?
- Do your prices include VAT and the cost of delivery?
- Do your bar stools come assembled?
- What is a "gas lift mechanism"?
- Can I come into your warehouse to view & buy your products?
- Can I reserve an out of stock product?
- Can you ship outside of the UK?
- Do you have a catalogue?
- Do you send any confirmation emails?
- How do I change or cancel my order?
- I don't have a credit card. How else can I pay?
- I have sent an email but not received a reply yet?
- I still haven't received my order. What should I do?
- I wish to place a large quantity order. Can I get a discount?
- I won't be home when my order is delivered. What can I do?
- My order was delivered incorrectly and/or is damaged. What can I do?
- Some of your stools come in pairs — is the price shown for the pair?
- What is a Pre-order product?
- When will payment be taken from my account?
Answers
When will I receive my bar stools?
Order before 4 PM for next working day delivery. We also offer a free 2–3 day delivery option, or upgrade to pre-12 PM next-day delivery for just £9.95. You can find full details about our delivery options here.
Are your bar stools height adjustable?
We offer both fixed height and adjustable height bar stools. Whether a stool is height adjustable is listed in the 'Technical Specifications' section of each product page.
Will your bar stools fit under my kitchen bench?
Our bar stools are designed to fit under standard 90cm bench tops. Our adjustable height range can accommodate lower surfaces too. Each product page lists the minimum and maximum heights under 'Technical Specifications'.
Can I order just one bar stool?
Yes, all bar stools can be ordered individually unless stated otherwise. We also offer a range of pair deals that provide great savings when purchasing two stools.
What leathers do your bar stools use?
Our range includes both faux leather and real leather stools. The material type for each product is listed in the 'Technical Specifications' section of the product page.
How stable are your bar stools?
All our stools are made from high quality, sturdy materials. For maximum stability, we recommend not fully extending adjustable stools, as keeping the centre of gravity lower gives the best balance.
What is a Pre-Order? Can I still order a product that is out of stock?
Yes — if an item is out of stock you can pre-order it and we will dispatch it within 3 days of it coming back into stock. Any in-stock items in the same order will be dispatched immediately.
Do your prices include VAT and the cost of delivery?
Yes, all prices include VAT and free 2–3 day delivery. Full details of our delivery options are available here.
Do your bar stools come assembled?
Our Signature Range comes pre-assembled. Most other stools are shipped flat-packed to protect them in transit, with easy step-by-step assembly instructions included. If you need any help, our customer service team is happy to assist.
What is a "gas lift mechanism"?
A gas lift mechanism allows you to easily adjust the height of your stool. To lower it, sit on the stool and lift the handle. To raise it, stand up and lift the handle until you reach your desired height.
Can I come into your warehouse to view & buy your products?
Yes, we have a showroom at 5A-E Babdown Airfield, Gloucestershire, GL8 8YL, open 9am–5pm. Please call ahead on 0117 330 2277 to make an appointment so we can ensure someone is available to assist you.
Can I reserve an out of stock product?
Yes, you can pre-order any out of stock product and we will dispatch it as soon as it is back in stock. See our answer on Pre-Orders above for more details.
Can you ship outside of the UK?
Unfortunately we only deliver within the UK at this time.
Do you have a catalogue?
We don't produce a printed catalogue as new products are added to the website daily. You can browse our full range here and print any product pages you need.
Do you send any confirmation emails?
Yes, you will receive two emails: one immediately after placing your order and one when your goods are dispatched. Please ensure you provide a valid email address at checkout. If you haven't received a confirmation email within 24 hours, check your spam folder first, then contact us if needed.
How do I change or cancel my order?
Provided your order has not yet been dispatched, you can cancel by calling us on 0117 330 2277. We're unable to modify existing orders, but we can place a separate order for any additional items and combine them with your original delivery.
I don't have a credit card. How else can I pay?
We accept cheques made payable to Austen Group Ltd. Before sending payment, add all items to your basket and note the total — your payment must match this amount exactly. Include a covering letter with your name, address, phone number, email and the items you wish to order, then send to our address. Please allow up to 7 days for cheque orders to clear. We also accept bank transfers — please call us on 0117 330 2277 for details.
I have sent an email but not received a reply yet?
We respond to emails during office hours (Mon–Thurs 9am–5pm, Fri 9am–4pm) and aim to reply within 24 hours. If you haven't heard back within that time, please call us on 0117 330 2277.
I still haven't received my order. What should I do?
Please contact us with your name and order number and we will investigate. In most cases we are able to resolve the issue and ensure delivery within 48 hours.
I wish to place a large quantity order. Can I get a discount?
Yes, we offer discounts on large quantity orders. Please email trade@stools.co.uk with the products and quantities you require, along with your delivery address, and we will provide a quote and estimated lead time.
I won't be home when my order is delivered. What can I do?
If no one will be in, leave a note on your door instructing the courier to leave the parcel with a neighbour or in a safe place such as a porch or garage.
My order was delivered incorrectly and/or is damaged. What can I do?
Please contact us with your name, order number and a description of the issue. For damaged goods, please also include photos of the affected areas. Do not return any items without speaking to us first — we will advise on the best course of action and work to resolve the problem as quickly as possible.
Some of your stools come in pairs — is the price shown for the pair?
All prices shown are per item, inclusive of VAT and delivery. To purchase two stools, simply add 2 to your basket.
What is a Pre-order product?
When a new shipment is on its way, we make products available to pre-order ahead of arrival. Each pre-order listing shows the expected arrival date, and we will dispatch your order on your chosen delivery service as soon as stock arrives.
When will payment be taken from my account?
Payment is taken as soon as your order is placed. This applies to all orders, including pre-orders and special-order items.