Help & FAQs
ORDER AHEAD TROUBLESHOOTING
- I can’t apply LevelUp credit to my order. What should I do? Once you reach the checkout page and are signed in with your LevelUp account simply select the “Bluestone Lane LevelUp” payment option and then “Apply” the available reward you have. See the below highlighted image for.
- I can’t checkout after adding menu items to my cart. What should I do? Please reach out to our team at firstname.lastname@example.org and we will be able to help you trouble shoot any issues.
- Can I checkout without a LevelUp account? Yes you can place an order as a guest just by filling out your details through the checkout, but just note you won’t be eligible for earning rewards on the purchase.
- There was an issue with my order. What should I do? If our team in store hasn’t been able to resolve the issue for you, please reach out to our team at email@example.com and we will be happy to help.
ONLINE SHOP ORDER ISSUES
- I’m missing an item from my order, what should I do? We may have sent your items in separate packages. You will be able to verify this in the email from our warehouse detailing your delivery information.
- What should I do if I receive a faulty item in my order? We want to resolve any issues with faulty items as soon as possible. Once you discover a fault, please contact us via email with your order number and our team will be in touch.
- The item I’ve received is incorrect, what should I do? We want to resolve any issues with incorrect items as soon as possible. Once you notice the wrong item has been shipped please contact us via email with your order number, wrong item info and our team will be in touch.
- I need to cancel or change my Bluestone Lane order. Is this possible? We’re very prompt at packaging your order so this needs to be done immediately or our team will most likely ship out the order. If you want to cancel your order please contact us via email with your order number and our team will try their best.
- Can I have my parcel redirected to a different address? Unfortunately, once your order has been passed to our carrier we are unable to update your delivery address. However, in some cases USPS and UPS can let you redirect the parcel using their intercept services once it is shipped.
- How long will my order take to be sent out? Our team ships orders Monday – Friday. Any orders placed by 2PM ET should ship that day. If the orders are received after 2PM ET they will most likely be sent out the next morning, but we always do our best to get orders out asap.
- How does your standard shipping service work? Our standard shipping is free for orders over $40.00 and costs $5.00 for orders under this value.
- Why haven’t I received my order? If you haven’t received your order please check the tracking confirmation link that should appear in your shipping confirmation email to confirm the delivery status. If you can’t access this link please contact us via email with your order number and our team will be in touch.
- I can’t track my order. Is it on the way to me? All orders are trackable and you’ll find your tracking link in your shipping confirmation email. If you’ve lost this email please contact us via email with your order number, wrong item info and our team will be in touch.
- Do you ship internationally? Unfortunately we currently only have the ability to deliver inside the United States.
- How long will my delivery take to arrive? We currently fulfill all online orders from our Brooklyn location. For east coast orders you can expect a delivery time between 2-5 days, for west coast approximately 3-7 days.
PAYMENTS, PROMOS & GIFT VOUCHERS
- Which payment methods can I use to pay for my order? You can pay for your order using VISA, Mastercard and American Express.
- I need help with my promo code, what should I do? You need to enter the code exactly as it was given to you, without any spaces and in the correct upper or lower case sequence. Type or copy and paste the code into the text field ‘Coupon code’ and then click ‘Apply’. Your discount should then appear in your checkout total.
- How can I purchase a Bluestone Lane gift voucher? Currently we don’t offer gift vouchers for purchase, but this is something we are working on and will let you know as soon as they become available.
- Can I use PayPal to pay for my order? Unfortunately we don’t currently offer PayPal as a form of payment, but this is something we are working on and will let you know as soon as it becomes available.
- I’ve been overcharged for my order, what should I do? We apologize if you’ve been charged more than you were expecting for your order. If you have any problems with your order payment please contact us via email with your order number and our team will be in touch.
RETURNS & REFUNDS
- Can you give me some information on your returns policy?
As always, we want you to be satisfied with your purchase so we have a 30 day return policy.If you are unsatisfied with any purchase you have made from the site for any reason, please reach out to us via our contact us page with the information below for a replacement or refund of the purchase price within 30 days of shipment.Please tell us your name, the order number, which items, how many you are returning, and the reason for the return. We will reply to the email with a Return Merchandise Account number and instructions on how to send the items back to us.
- I can’t sign into my account, what should I do? You must sign into your account before you can shop with us or if you want to view or track your orders. If you receive a message that says your email address/password isn’t recognized, please contact us via email and our team will be in touch.
- I’ve forgotten my password, how do I reset it? If you’ve forgotten your password, it’s simple to reset it and gain access your account. Follow the normal login process and when asked for your login click “Lost your password?” You will be asked to enter your registered email address and will then be sent a link to reset your password.
- How do I create a Bluestone Lane account and what is it for? Creating an account couldn’t be easier. Click the register/login button in the menu to create an account. Once you have created your account you can use our express checkout and will not need to re-enter your delivery or payment details. In ‘ Account’ you can update your details, view past orders, reset your password and shipping preferences.
- I can’t use my loyalty app account to login, why is that? Our loyalty app is run using Levelup’s rewards platform so unfortunately this is not yet linked to our online store. Rest assured we are working on resolving this to make it easier to shop with us.
- How can I unsubscribe from your email newsletters? If you no longer wish to subscribe to Bluestone Lane newsletters and promotions click here