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I cannot place an order through the Stuart App/website
I cannot place an order through the Stuart App/website

An error message pops up when I try to request a courier.

Updated over 11 months ago

1. Why does an error appear when trying to place an order?

The reason for the error message are details that are missing or that they are not accurate enough to create delivery correctly.


2. How can I know what is failing?

Here is a list of the most frequent errors:

  • Invalid email or Password
    If this is the case, please check your email details and if you forgot your password, click on the "Forgot Password?" button.
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  • Invalid Email

    • This message appears when you enter an email address in the collection or delivery details, but the email is formatted incorrectly.

    • An email requires having text, an address, the 'at' symbol (@) and ending with a valid domain (.com).
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  • Invalid phone number

    • The phone number entered within the collection or delivery details has an inadequate structure.

    • Please note the national prefix needs to be included (+44 for UK, for example) and the phone number must have 9 additional digits.
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  • Address is not clear enough/can't be geocoded

    • There are certain addresses that cannot be traced by the system. This means that some details are missing to guide the courier adequately.

    • Confirm the address includes the block number, and ensure adding the floor and door number as a further note in the details section, rather than the address field.

    • If the address is incomplete or not specific enough, you will be asked to provide a phone number to validate the delivery. This way, the courier will be eased in finding the drop-off and deliver the package.
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  • There are no couriers available, The location is out of range

    Main causes:

    • When selecting a package size unavailable in the desired area.

    • When reading: "an origin address is not in a valid pickup area", this means that the pick-up or drop-off locations are outside Stuart's covered areas.
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  • Incorrect promotional code, This code is not available anymore, Coupon code not found

    • The promotional code or coupon you have entered has some kind of error.

    • Please review it and re-enter it.

    • If the message says the coupon is no longer available, that means it has expired.

    • Remember, you can redeem coupons within 30 days of their issue date, after which they will expire.
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  • Out of range/ Delivery Distance not allowed

    • This is caused by the too great distance of the delivery with respect to the relevant transport type.

    • Medium, Large and Extra Large are the package sizes that are eligible for greater distances.
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  • Declined payment

    The message indicates the payment cannot be made correctly. We recommend:

    1. Try with a different card.

    2. Use another browser using the "Incognito mode".

    3. Use another platform (i.e. if you are in the Web app, test the Mobile app, and vice versa).
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  • "Ops! Something went wrong" What can I do?
    The reasons for this message could vary. Most of the time is because one of the aforementioned reasons has appeared and the "Request" button was clicked anyway. In spite of this, this message might appear without any previous error messages.

    To clarify what happened, we recommend that you open a chat with Customer Support. Our team will be happy to help you!
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    Contacting Stuart Support

3. How can I clear Cache and Cookies ?

Google chrome

  1. Open chrome.

  2. At the top right, click the three dots.

  3. Click on More Tools. "Clear browsing data".

  4. At the top of the page, choose a period.

  5. Check the boxes next to "Cookies and site data" and "Cached images and files".

  6. Click on Clear data.

  7. Restart your browser.

  8. Log out and log in to your profile.
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Microsoft Edge

  1. Open Microsoft Edge.

  2. Click the … icon in the upper-right corner, and select “Settings”.

  3. Under “Clear browsing data”, click “Choose what to clear”.

  4. Tick “Cookies and saved website” and “Cached data and files”, and then click “Clear”.

Mozilla Firefox

  1. Open Mozilla Firefox.

  2. Click the “Menu” ☰ icon in the top right corner of the window, then select “Options”.

  3. Select “Privacy & Security”, scroll to “Cookies and Site Data”, and then click “Clear Data”.

  4. Tick both “Cookies and Site Data” and “Cached Web Content”, and then click “Clear”.

  5. A confirmation box will appear. Click “Clear Now” to proceed.

Internet Explorer

  1. Open Internet Explorer.

  2. Click the “Settings” icon in the upper-right corner, and then select “Internet Options”.

  3. Under the “General” tab, go to the “Browsing History” section and click the “Delete” button.

  4. Tick “Temporary Internet files and Website files” and “Cookies and Website Data”, and then click “Delete”.


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