Frequently Asked Questions - FAQ
General
What is Steuart Online?

Steuart Online is an online store featuring all your favourite products from George Steuart & Company. You can shop for our products at the best available price and get them delivered right to your doorstep.

What is the URL/ link to access Steuart Online?

You can access the Steuart Online store on https://steuartonline.com

What are the steps to sign up?

Login to https://steuartonline.com/login to get registered with Steuart Online. You can always shop with us as a guest as well

Account and Profile
How do I create an account Steuart Online website?

Visit our registration page https://steuartonline.com/login and create an account on Steuart Online.

How do I manage my profile?

Once you log in to the account visit https://steuartonline.com/account?tab=profile to manage your profile

I forgot my password. Should I create a new account?

Visit https://steuartonline.com/password/reset and submit the email address linked to your Steuart Online account. An auto generated email will be sent to your email with password reset instructions.

I don’t want to create an account. Can I still place an order?

Yes certainly. You can check out as a guest.

I am unable to sign in or place an order. What should I do?

This could be caused by a browser caching issue. Please clear the browser cache and try again. If that does not work please drop us an email on info@steuartonline.com with your username

Where can I view promotions and discounts?

Our products are offered online at a discounted rate. Also, you can pick one of the bundled packs as well.

How and where can I view my past orders?

You can view your past order from the “Orders” tab in your profile.

Payment and Charges
What are the payment methods available?

We accept online payments via Visa/Master and Amex credit and debit cards.

What is the minimum and maximum order value?

We do not have a Minimum or Maximum order value. Delivery is free for orders above Rs. 1500/- within Colombo 01 - 15

Do you accept payments from Digital Wallets?

We do not accept payments from Digital Wallets at the moment.

Do you accept Cash on delivery or Bank Transfers?

We do not accept Cash on delivery or Bank Transfers at the moment.

Can I cancel an order?

We hope you don't have to. But if you do, please contact us on info@steuartonline.com with the order details and we will cancel it for you within a period of 12 hours from when the order was placed

Will I be charged for cancellations?

If the cancellation is done within 12hrs of placing the order there will not be a cancellation fee. Cancellations made after 12hrs will incur a fee of Rs. 500/-

What if I need to cancel an order?

Please contact us on info@steuartonline.com within a period of 12 hours from when the order was placed and we will cancel it for you

How is my cancellation rate measured?

If the cancellation is done within 12hrs of placing the order there will not be a cancellation fee. Cancellations made after 12hrs will incur a fee of Rs. 500/-

What do I do if I am charged for the delivery?

Orders above Rs. 1500/- delivered within Colombo 01-15 are completely free. Orders below Rs. 1500/- will be charged a delivery fee. Refer to our Delivery page for details. The delivery rates will be automatically calculated based on the entered delivery address and shown to you during check-out.

What do I do if I am overcharged for the order placed?

Please contact us on info@steuartonline.com with your transaction information and we will get back to you.

I didn’t get the discount. What do I do?

Please contact us on info@steuartonline.com with your transaction information and we will get back to you.

How will I receive my order confirmation?

You will receive your order confirmation to the email address linked to your order or your profile on Steuart Online

Delivery
What are your delivery areas?

We deliver within Colombo 01-15 at the moment, but will expand our delivery areas soon.

What are your delivery charges?

Orders above Rs. 1500/- delivered within Colombo 01-15 are completely free. Orders below Rs. 1500/- will be charged a delivery fee. Refer to our Delivery page for details. The delivery rates will be automatically calculated based on the entered delivery address and shown to you during check-out.

How can I contact the delivery person?

We will contact you before the delivery is dispatched.

How long should I wait for the delivery?

All orders will be delivered within 48 hours except on Weekends and other Public holidays. Orders placed on Friday, Weekends and other Public holidays will be delivered within the 2 following work days.

How can I track the status of my order?

Order tracking is currently not available

I had a bad experience with the delivery. What can I do?

We value your feedback to make our services better. If you have any suggestion or complaints please contact us on info@steuartonline.com

What should I do if a wrong order is delivered?

Please return it to the rider with the relevant note on what the error is.

What should I do if products are missing?

Please contact us on info@steuartonline.com within 24 hours of delivery

What if I receive expired or damaged products?

Please contact us on info@steuartonline.com within 24 hours of delivery for replacement

I didn’t get my order within the said time. What do I do?

Please contact us on info@steuartonline.com within 24 hours of delivery

I received damaged products. How do I get them replaced?

Please contact us on info@steuartonline.com within 24 hours of delivery for replacement

How do I get a copy of my order’s receipt?

A copy of your order receipt will be emailed to you

Changing account settings
How do I update my address info?

Login to your Steuart Online account and visit the “Address” tab

How do I reset my password?

Visit https://steuartonline.com/password/reset and submit the email address linked to your Steuart Online account. An auto generated mail will be sent to your email with password reset instructions

I want to delete my account. What do I do?

Please contact us on info@steuartonline.com

I want to update email on my account. How do I update it?

You cannot change the email address linked to your Steuart Online account

I changed my mobile number. How can I update it in my account?

You can update the mobile number from the Profile tab

Information security
How safe is ordering through Steuart Online?

Ordering through Steuart Online is completely safe. Your profile and purchase information will be stored securely. The payment will be processed via secure payments portals and Steuart Online will not save or hold any of your credit card details.

Visit our Privacy Policy page for more information.

How is my information maintained?

Your information is maintained on secure servers managed by Shopbox - our online store platform provider

What do I do if someone misuses my account?

Please contact us on info@steuartonline.com

Troubleshooting
The website is not accessible. What should I do?

Please refresh your browser and try again. Clear the browser cache as well if possible. If this does not work contact us on info@steuartonline.com

I didn’t receive any notifications. What should I do?

Sometimes the emails we send can get moved to Spam on your email account. Please check the Spam folder and whitelist our email address.

Why can’t I sign into my account?

Please check if your password is correct. If you cannot remember the password you can reset it by visiting https://steuartonline.com/password/reset and submit the email address linked to your Steuart Online account. An auto generated mail will be sent to your email with password reset instructions.

Why can’t I Check-out my order?

This could be caused by a browser caching issue. Please clear the browser cache as repeat the order. If that does not work please contact us on info@steuartonline.com

Legal
What is your Privacy policy information?

Please find our Privacy Policy information here

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