FREE DELIVERY NEXT WORKING DAY - ORDER BY 4PM MON-FRI

FAQs

Product Information

I've seen a product in your catalogue but it isn’t on this website – how can I buy this?

If there is a product you would like to purchase from STIHL that isn’t on this website, please contact your local STIHL Approved Dealer. They may have the tool in stock for you to buy.

Do you sell accessories for these tools?

STIHL provides a whole range of accessories for your tools and gardening tasks. Visit our accessories section or your local STIHL Approved Dealers.

I need more advice on how to use my tool – where can I get this from?

Please refer to the user manual you received with your tool, visit the product page to download a new manual or contact our customer service team. You can also visit your local STIHL Approved Dealer for further advice accessories and servicing.

My tool needs servicing – what do I do?

You can get your tool serviced at STIHL Approved Dealers. Please refer to the dealer locator and select the Service option to find your nearest servicing dealer.

How can I give feedback about this product?

"We love to hear from our customers and we are confident in the quality of our tools, so please do post a review and give it a star rating on the product page.

If you are not satisfied with any aspect of your experience, please do contact our customer service team first, who will try to resolve this.

How long do the batteries in STIHL tools last?

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What is the warranty on STIHL tools?

STIHL offers a full domestic warranty on all our products:

  • Lawnmowers – 5-years domestic warranty
  • Pressure Washers – 3-years domestic warranty
  • All other products – 2-years domestic warranty
STIHL can also provide spare parts on all products for 10-years after the original manufacturing date. View our full warranty policy.

 

Can I buy a product in store if I do not want to buy online?

Yes, we have a network of dealers across Great Britain that supply STIHL products. To find your nearest STIHL Approved Dealer, please visit our dealer locator.

How will I know if there is a product recall on a product I’ve bought

If there is a product recall on a tool you have bought, you will receive an email with more information.

Purchasing Online

What is the returns and refunds policy?

If you would like to return an item, please complete our Returns request form. Our customer service team will be in touch to help you. Read the full details of our returns policy.

Can I exchange a tool if I ordered the wrong one or if I have changed my mind?

Yes, you have 14 days to return your purchase unused. Please complete the Returns request form and once the return has been processed you can re-order the new item.

Can I return a tool even if it isn’t faulty?

Yes, you have 14 days from date of receiving the item to inform us if you would like to return or cancel the order.

My tool is faulty – how can I return it?

If you would like to return an item because it is faulty, please complete our Returns request form. Our customer service team will be in touch to help you. Read the full details of our returns policy.

How long does a refund take?

We will organise a courier collection for your item. We will notify you when your item has been received and aim will process your returns within 5 working days.

Do you offer gift vouchers?

We do not currently offer gift vouchers for STIHL products.

Do I need an account to buy a product?

No, you do not need to have an account, but our quick and easy checkout offers you the option to create one. It will allow you to view your order history, email subscription and edit addresses.

What payment methods do you accept?

We accept VISA, MasterCard and American Express. We are sorry but we do not currently offer PayPal.

How do I get a VAT receipt?

The email you receive when you place the order has all the details of the VAT receipt. If you need another copy please contact customer services.

Can I have my order delivered to a different address e.g. workplace?

Yes, in the checkout we will ask for the shipping address first. Then, on the payment page, choose the option to use a different billing address.

What are my delivery options

We send out all orders using our courier service TNT on a next-day service. As some of the batteries STIHL provides require special handling this can cause the delivery process to take longer in certain circumstances.

Do you offer click and collect?

We do not currently offer the option to click-and-collect. However, we do have a network of STIHL Approved Dealers that you can purchase our tools from in-person.

Do you deliver to Northern Ireland or overseas?

We deliver across the UK including the Channel Islands, Highlands, Isle of Man, Isle of Wight, Jersey and Guernsey. If you are ordering from another country, please refer to your local STIHL website or STIHL approved dealer.

Can I track my order?

Yes, you can track your order using the link that is emailed to you when your order is dispatched. If you cannot find this email contact our customer service team who can re-send this to you.

When will my order be delivered?

We send all orders using TNT's Next Day service for delivery Monday-Friday.

If you order by 4pm Monday-Friday we aim to send your order the same day and you should expect delivery to the attempted the following working day. If you order at the weekend, you should expect delivery on Tuesday.

Tracking details will be emailed to you when your order is dispatched.

What packaging will my product be delivered in?

Our products will be delivered in their branded packaging inside a plain box with eco-friendly filler to protect it. Please re-use this packaging if you need to return your item.

I’ve not received my delivery

Please contact our customer services department who will be able to investigate this for you.

My order is missing an item – where is it?

Please contact our customer services department who will be able to investigate this for you.

Can I amend my order?

Once an order has been placed it cannot be amended. However, you can cancel your order and create a new order in its place.

Can I cancel my order?

We aim to dispatch your order as quickly as possible but if you contact shortly after placing your order we may be able to stop the order from being dispatched. Once you receive your order you have 14 days to notify if you no longer wish to have the item.

What are your Terms & Conditions of sale?

Refer to our terms & conditions.

What is your privacy policy?

Refer to our privacy policy (link).

How do I unsubscribe from marketing emails?

At the bottom of every email there is a link which offers this option.

Customer Service

How do I contact customer services?

Our customer service team operates from 08:30-18:00 Monday-Friday and 09:00-17:00 on Saturday. They can be contacted on telephone at 01276 417678 or via email at help@stihl.co.uk

I've contacted customer services with a question but I’ve not had a reply what shall I do?

We are sorry that you have not heard back from our customer service team. We aim to reply to all questions within X working days. If you have not heard from us within 2 working days please contact us again and we will do our best to resolve the issue.

How can I make a complaint?

Please contact our customer services department who will try to resolve this for you.