FREQUENTLY ASKED QUESTIONS

Your Account | Ordering | Shipping | Product Questions | Returns | Warranty Claim | Replacement Parts | Links | Others | Contact Us

YOUR ACCOUNT

HOW DO I CREATE AN ACCOUNT?

While you can still shop without an account, having an account lets you track your orders more efficiently and receive updates on your orders.

To create an account, follow these steps: Go to the Create an Account page by clicking on this link. Fill up the boxes to sign up for an account.

HOW DO I MANAGE MY ACCOUNT?

To modify your account information online, click this link and enter your username and password. Once logged in, click the profile icon located on the upper right corner of the screen and select "Account Details."

FORGOT YOUR PASSWORD

To retrieve a forgotten password, you can click this link. You will then be prompted to enter your Email Address. Once you select Submit, an auto-generated email is sent with a "reset password" link. When you select the Reset Password link, you will be directed to the Reset password page. Here you can input and save your new password.

ORDERING

HOW DO I PLACE AN ORDER?

To place an order, please follow these steps:

1. Select Item(s) 

After spotting an item you like, select your preferred color (if available) and indicate quantity. Proceed by clicking "Add to cart" or "Buy it Now."

2. Review Item(s) in Cart 

If you changed your mind about an item and want to remove it, go to your cart order and click "Remove" on the product image's right side.

3. Check Out 

Once you have all your preferred item(s) in the cart, click "Check Out."

Input a voucher code (if you have one), your shipping option and address, payment method, and billing information.

4. Confirm Order

After reviewing your order, scroll to the bottom of the page, then click "Pay Now" to submit your order.

You should receive an email confirming your order within a couple of hours. We'll get in touch again after one or two days when your package is out for delivery.

CAN I USE MORE THAN ONE DISCOUNT/VOUCHER CODE?

You can only use one discount/voucher code at a time.

CAN I USE DISCOUNT CODE(S) ON SALE, CLEARANCE & EXCLUSIVE ITEMS?

Discount code(s) do not apply on Sale or Clearance Items, taxes, shipping and cannot be combined with any other offers. Select products may be excluded from discounts.

WHAT PAYMENT METHODS CAN I USE?

We accept Credit Card payments through our secure payment gateway. We currently accept:

• Visa, Mastercard, American Express, Discover, JCB, Diner's Club
• Shop Pay
• Apple Pay
• Google Pay
• iDEAL
• Bancontact

WHAT IS MY ORDER STATUS?

If you have placed an order with us, you can always check the status of your order by logging into your customer account.

1. To login to your account, click this link and enter your username and password.

2. Once logged in, you will see a listing of your most recent orders under "Order History."

3. Select the order number to see your order details. Here you will see your Shipping Status. If your order has shipped, you can find your Shipping Tracking Code here as well.

CAN I CHECK OUT WITHOUT CREATING AN ACCOUNT?

You can order as Guest. Order confirmation emails and order-related communication will be sent to the email address you provide during Guest Checkout. Just make sure you provide a valid email address.

WHY IS MY CREDIT CARD BEING REJECTED?

If your credit card is not working with our checkout process, please first check the following:

1. You entered the information correctly.
2. Your address that you used matches the one that you have on file.
3. You have not reached your credit limit.
4. Your card has not expired.

What to do now?

Double-check that you've entered all your information correctly. If you are still having payment issues, then contact your credit card company. If your card has been flagged for anything illegal or suspicious, they will likely get in touch with you.

DOES MY BILLING ADDRESS HAVE TO MATCH THE ADDRESS ON FILE WITH MY CREDIT CARD?

For your financial protection, we require that your billing address match the credit or debit card's billing address that you wish to use during checkout.

Unfortunately, we do not ship outside the EU. Orders with a billing address outside of the EU will not be processed at this time.

HOW COME AFTER ORDERING IT SAYS STRIPE ON MY BANK STATEMENT?

HOW DO I GET A COPY OF MY INVOICE?

If you have placed an order with us, an order confirmation will be sent automatically to your customer email address.

1. Log into your customer account, click this link and enter your username and password.
2. Once logged in, you will see a listing of your most recent orders under "Order History."
3. Click on the order number to see more information about your order.
4. To get a copy of your invoice receipt, you can either print the order details screen or contact us to re-send the order confirmation email.

HOW WILL YOU KNOW WHERE AND HOW TO SEND MY PHYSICAL PRODUCT?

During the checkout process, you will be prompted to select the following:

SHIPPING

HAS MY ORDER SHIPPED?

If you have placed an order with us, you can always check the status of your order by logging into your customer account.

1. To login to your account, click this link and enter your username and password.
2. Once logged in, you will see a listing of your most recent orders under "Order History."
3. Select the order number to see your order details. Here you will see your Shipping Status. If your order has shipped, you can find your Shipping Tracking Code here as well.

WHEN WILL MY ORDER SHIP?

All orders will be shipped on workdays within 48 hours after order processing. The time it takes for your order to be delivered once picked and packed, depends on your shipping country.

HOW DO I GET MY TRACKING NUMBER?

To retrieve your tracking code for an order, you have placed with us, you can log into your account.

1. To login to your account, click this link and enter your username and password.
2. Once logged in, you will see a listing of your most recent orders under "Order History."
3. Select the order number to see your order details. Here you will see your Shipping Status. If your order has shipped, you can find your Shipping Tracking Code here as well.

DO YOU SHIP TO MY COUNTRY?

We ship to addresses within the EU: AT, BE, BG, CY, CZ, DE, DK, EE, ES, FI, FR, GR, HR, HU, IE, IT, LT, LU, LV, MC, NL, PL, PT, RO, SE, SI, SK.

Unfortunately, at this point we are not able to ship to the Canary islands, Malta and the French islands and neither outside of the EU, including CH, NO.

For shipments to the UK, please visit our Stanley UK store.

I LIVE OUTSIDE THE EU.

Unfortunately, at this point we are not able to ship outside of the EU, including CH, NO. For shipments to the UK, please visit our Stanley UK store.

Please email us here, and we'll check if we can connect you with a distributor in your country. For more information on the latest happenings with our brand and products, like or follow us online:

Facebook: StanleyEurope

Instagram: @Stanley_europe

TikTok: stanleyeurope

WHEN WILL MY BACKORDER SHIP?

Although we try to maintain inventory of all products in the warehouse, occasionally, an item will be back-ordered. Usually, the additional stock will become available within a week. You will receive an email as soon as your product ships.

CAN I CHANGE MY SHIPPING ADDRESS?

Unfortunately, you cannot change your shipping address after you submit your order. Orders with physical shipments are immediately sent to the fulfillment agency when submitted, and our system can no longer retrieve or change them. If your shipment is not successfully delivered, it will be returned to the fulfillment warehouse, and a credit will be made to your account.

CAN I CHANGE MY SHIPPING METHOD?

Unfortunately, you cannot change your shipping method after you submit your order. Orders with physical shipments are immediately sent to the fulfillment agency when submitted, and our system can no longer retrieve or change them.

PRODUCT QUESTIONS

HOW SUSTAINABLE ARE THE STANLEY PRODUCTS MANUFACTURED?

The most sustainable products are the kind that never need to be thrown away or replaced. That’s why Stanley has been building durable and reusable bottles for over 100 years. The products are made from Stainless Steel, which is one of the most recyclable materials on the planet. This has enabled Stanley to cut down on the need for disposable products globally. Stanley may have been one of the first to recognize the importance of producing long-lasting and reusable products, but it’s about how they do it. By staying focused on Environmental Health and Safety throughout their entire supply chain, Stanley is committed to ethical manufacturing, reducing their corporate footprint, and living by a guarantee that means replacing a single part instead of a whole product whenever possible. To learn more about Stanley's (a brand of PMI) commitment to Corporate Social Responsibility (CSR) visit the PMI Worldwide website: www.pmiworldwide.com/responsibilities.

WHAT TYPE OF STAINLESS-STEEL DOES STANLEY USE IN THEIR PRODUCTS?

The steel used by Stanley is 18/8, or grade 304, otherwise known as food-grade Stainless Steel. Like all Stanley products, the Stanley Stainless Steel items must pass rigorous health and safety tests before they are made available to the public.

DO STANLEY PRODUCTS CONTAIN LEAD?

At Stanley, one of the key features of our products is our vacuum insulation technology, which provides consumers with drinkware that keeps beverages at the ideal temperature. Our manufacturing process currently employs the use of an industry standard pellet to seal the vacuum insulation at the base of our products; the sealing material includes some lead. Once sealed, this area is covered with a durable stainless steel layer, making it inaccessible to consumers. Rest assured that no lead is present on the surface of any Stanley product that comes into contact with the consumer nor the contents of the product. In the rare occurrence the base cap of a product comes off due to ordinary use and exposes this seal, it is eligible for our Lifetime Warranty, available here: https://eu.stanley1913.com/pages/contact.

Stanley assures that its products meet all US & EU regulatory requirements including Prop65. Stanley tests for and validates compliance on all products through FDA accredited 3rd party labs that verify our products follow strict guidelines including but not limited to BPA/BPS, PFOS, and phthalate regulatory requirements.

WHAT DOES THE #7 MEAN AT THE BOTTOM BASE OF THE STANLEY PRODUCTS?

The Stanley products are EU-tested safe and approved, and all contact surfaces are guaranteed to be BPS/BPA-free. There are seven classes of plastics. Type 7 is the catch-all “other” class. Because the Stanley products are made of multiple materials, they are obligated to use the Type 7 code. However, as mentioned previously, any surface that comes into contact with food or beverage does not contain BPS or BPA.

HOW CAN YOU GET TO THE BEST PERFORMANCE (HOT/COLD RETENTION) FROM YOUR VACUUM BOTTLE? (STANLEY ONLY)

Preheat or precool your Stanley vacuum bottle, mug or food jar by filling it with warm or cold tap water. Let stand for five minutes. Empty the Stanley bottle and immediately fill with your favorite hot or cold beverage. Lastly, secure the stopper and lid as quickly as possible to avoid heat loss.

CAN THE STANLEY VACUUM PRODUCTS BE USED FOR MILK OR DAIRY PRODUCTS?

Stanley does not recommend putting milk or dairy products in your vacuum bottles or food jars for extended periods of time, as bacteria growth can occur at certain temperatures. Fermenting food and beverages may also cause pressure to build up over time.

CAN THE STANLEY VACUUM PRODUCTS HOLD DRY ICE?

It is not recommended to use dry ice in a sealed container as the rapid evaporation of the CO2 from solid to gas can produce unwanted pressure within your product. Please proceed carefully at your own risk.

CAN THE STANLEY THERMOSES BE USED FOR COLD BEVARAGES?

Stanley vacuum bottles retain heat just as well as they do cold, so you can perfectly use your Stanley thermos for hot, cold and even iced beverages.

CAN THE STANLEY VACUUM PRODUCTS BE USED FOR CARBONATED DRINKS?

It is not recommended to use carbonated drinks in all sealed containers as the CO2 can produce unwanted pressure within your product. Please proceed carefully at your own risk.

WHAT BRUSH SHOULD BE USED FOR YOUR STAINLESS PRODUCT?

You may use any soft brush to clean your Stanley vacuum bottle or food jar. Please do not use a metal brush, as this could scratch the Stainless-Steel surfaces.

HOW TO CLEAN YOUR PRODUCT BEFORE ITS FIRST USE?

Please check the bottom of your product to see if it is dishwasher safe, top rack only. If not, hand washing is recommended. Be sure to wash your product before first use.

1. Fill with warm water and mild detergent.
2. Let stand for a few minutes.
3. Wash with a soft, damp cloth or sponge.
4. Rinse and dry with a clean towel.

Your product may need a deep clean occasionally. For this we recommend letting a mixture of one part baking soda and one part warm water soak for up to an hour. After rinsing out this mixture, clean with mild detergent.

HOW TO CLEAN THE GASKETS IN YOUR PRODUCT?

To thoroughly clean under the gasket or seal, it is recommend soaking the top of the cup in white vinegar, lemon juice, or a mixture of warm water and baking soda. With some products, the gasket or seal can be carefully removed with a small tool or instrument and soaked separately.

ARE STANLEY PRODUCTS DISHWASHER SAFE?

The bottom of your Stanley product will indicate if it is dishwasher safe. For these products it is always recommend that you put them on the top rack. Please hand-wash any items that are not dishwasher safe.

ARE THE STANLEY PRODUCTS MICROWAVE SAFE?

Most of the Stanley products are made using Stainless Steel. Even items where Stainless Steel is not the main body material there may still be Stainless Steel in the hinges, handles and other places. As a result, it is not recommended that you put your Stanley products in the microwave. Doing so can result in damage to your product and appliance.

WHAT TYPE OF PLASTIC WAS USED WITH YOUR BOTTLE STOPPER?

The Stanley products are EU-tested safe and approved and all contact surfaces are guaranteed to be safe to use with food and beverages. The type of outer plastic material we use for our stoppers is BPA-free polypropylene.

ARE THE STANLEY PRODUCTS SAFE TO PUT IN THE FREEZER?

It is not recommended to put any of the Stanley products in the freezer. Liquids expand as they freeze and your item will not return to its original shape. This expansion can result in damage to your product that will affect its functionality, thermals and seals.

ARE STANLEY PRODUCTS RUST-PROOF?

Stanley products are made of high-grade rust-proof Stainless Steel and will last a lifetime when properly cared for. If you are noticing corrosion that appears to be rust, it could be free-iron particles, dirt or residue that has contaminated the surface. To remove these particles, a standard, non-abrasive household cleaner can be used to free contaminants from the surface. These cleaners can be applied with bristle brushes, sponges or clean cloths. A Stainless-Steel cleaner or polish can also be used. Soaking the product in a mixture of warm water and baking soda, white vinegar or lemon juice might also help. Repeat as necessary to get the desired result. After using cleaners, always wash your bottle thoroughly as recommended in our care and use instructions.

ARE THE STANLEY PRODUCTS UNDER A GUARANTEE?

Stanley Products are guaranteed to be free from any defect in workmanship or materials and to be thermally efficient, provided they are used according to the instructions. This lifetime guarantee does not cover component parts or malfunction due to alteration or accident.

WHY ARE THE NEW BOTTLES SO MUCH LIGHTER?

Prior to 2009 Stanley vacuum insulated products (including bottles and food jars) utilized Char‐Vac® insulation. This insulation technology packed charcoal between the inner and outer steel walls while drawing the vacuum. In 2009 charcoal was removed from all Stanley products due to its impact on manufacturing and the environment. Since then, higher grade Stainless Steel along with better design, welding, and vacuum technologies have been implemented to maintain durability and increase thermal properties.

DOES STANLEY SELL SPARE PARTS? AND WHERE CAN ALL MEASUREMENTS OF THE SEPARATE PARTS OF THE STANLEY PRODUCTS BE FOUND?

Stanley rather replaces parts than a whole product. Please email us here so we can determine if a replacement is available and what will best suit your needs.

RETURNS AND CANCELLATIONS

HOW DO I REQUEST A REFUND?

The product didn't work out, or it wasn't you expected? No worries, if your product was purchased from the Stanley website within the last (30) days, we can help with the refund. Returned item(s) must be unused, undamaged, and returned in its original packaging.

To request a return, click here. If your product was purchased from another retailer, you'd need to request a refund from that retailer.

HOW DO I CANCEL MY ORDER?

We attempt to process and ship your order as quickly as possible. Please contact our Consumer Support Team as soon as possible if you need to cancel your order. Email us here to get instructions on how to proceed.

WHEN WILL I SEE MY CREDIT APPEAR IN MY ACCOUNT?

Refunds will be returned to the original form of payment. The refund should reflect on their next billing cycle.

HOW DO I SHIP MY RETURN?

Did you pick the wrong color, or was the style is not working for you? We're sorry to hear that.

If your item(s) have been purchased directly from the Stanley website within the last (30) days, we can process a return label for you. We accept returns of items purchased from the Stanley website within (30) days for a refund minus any shipping fees. Returned items must be unused, undamaged, and returned in their original packaging. We will not accept returns for customized products or items purchased outside of the Stanley website.

To request a return, click here.

WARRANTY CLAIM

IS MY PRODUCT COVERED UNDER A WARRANTY OR GUARANTEE?

HOW DO I FILE A WARRANTY CLAIM?

REPLACEMENT PARTS

CAN I GET REPLACEMENT PARTS?