Delivery & Returns

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  • Easter Bank Holiday Information

    Please be aware that our office and warehouse will be closed on Friday 14th April & Monday 17th April. This means that our customer service team will not be able to respond to queries during this time.

    Express Order Information

    Mainland UK orders placed before 3pm on Wednesday 12th April will be delivered by Tuesday 18th April.
    Orders placed after 3pm on Wednesday 12th April will be delivered by Wednesday 19th April.

    Scottish Highlands and Islands orders placed before 3pm on Wednesday 12th April will be delivered on Wednesday 19th April.
    Orders placed before 3pm on Thursday 13th April will be delivered on Thursday 20th April.
    Orders placed before 3pm on Tuesday 18th April will be delivered on Friday 21st April.

    N. Ireland and ROI orders placed before 3pm on Wednesday 12th April will be delivered on Friday 14th April
    Orders placed before 3pm on Thursday 13th April will be delivered on Tuesday 18th April.
    Orders placed before 3pm on Tuesday 18th April will be delivered on Thursday 20th April.

    Channel Island orders placed before 3pm on Wednesday 12th April will be delivered on Tuesday 18th April
    Orders placed before 3pm on Thursday 13th April will be delivered on Wednesday 19th April.
    Orders placed before 3pm on Tuesday 18th April will be delivered on Thursday 20th April.

    Please Note: The speed of standard delivery orders may also be affected by this two working day delay.

  • Order Times

    For Next Working Day Delivery please ensure that Express Delivery is selected and that your order is placed before 3pm. Please be aware that this is a working day service and does not include weekends or bank holidays. Orders placed before 3pm on Friday will be dispatched for delivery on Monday. Orders placed after 3pm on Friday and before 3pm on Monday will be dispatched for delivery Tuesday.

    We aim to dispatch orders asap, although sometimes Standard Delivery orders will take up until the specified shipping time. Please allow for this when placing your order and ensure that you select the appropriate shipping method to receive your order in time.

  • Mainland UK Deliveries

    UK Delivery Costs

  • Mainland UK Express Delivery Exceptions

    There are a small number of postcodes where we cannot guarantee a next day delivery service. If your order is going to a postcode listed below, please allow 2 working days (providing the item is ordered before 3pm on a working day) for the item to arrive. Please Note: working days do not include Saturday, Sunday or public holidays.

    AB30-31, AB33-38, AB41-43, AB44-45, AB51-56 & 63, BT, DD8-9, FK8 3, HS, IM, IV, KA27-28, KW1-3, KW5-14, PA20-49, PA60-78, PH10-11, PH13-14, PH17-26, PH30-44, PH45-48, PH49-50, TR21-25, TD15 2, ZE

    If your order is going to a postcode listed below, please allow 3 working days (providing the item is ordered before 3pm on a working day) for the item to arrive. Please Note: working days do not include Saturday, Sunday or public holidays.

    KW15, PA20-49, PA62-78, PA80

    If your order is going to a postcode listed below, please allow 4 working days (providing the item is ordered before 3pm on a working day) for the item to arrive. Please Note: working days do not include Saturday, Sunday or public holidays.

    KW16-17

  • Channel Island Deliveries

    Channel Island Delivery Costs

  • Scottish Highland & Island Deliveries

    The charges and services listed below apply to orders delivered to the following postcodes: IV, HS, KA27-28, KW, PA20-49, PA60-78, PH17-26, PH30-44, PH49-50, ZE

    Scottish Highlands Delivery Costs

  • Northern Ireland, Isle of Man & Isle of Scilly Deliveries

    The charges and services listed below apply to orders delivered to the following postcodes: BT, IM, TR21-25

    Northern Island Delivery Costs

  • International Deliveries

    We currently send to the following countries:

    Austria

    France

    Jersey

    Portugal

    Belgium

    Germany

    Latvia

    Romania

    Bulgaria

    Gibraltar

    Lithuania

    Slovakia

    Cyprus

    Greece

    Luxembourg

    Slovenia

    Czech Republic

    Guernsey

    Malta

    Spain

    Denmark

    Hungary

    Netherlands

    Sweden

    Estonia

    Ireland

    Norway

    Switzerland

    Finland

    Italy

    Poland

    Turkey


    Postage rates are calculated automatically after you have selected your delivery address during the checkout process. You will have the option to choose from more than one shipping method at the checkout stage for which the shipping cost will be clearly displayed for each.

  • Free Delivery

    Free Standard Delivery is eligible on all UK orders over £50. We may also periodically run Free Delivery promotions via our e-mail subscriber list and social media pages. To redeem, please ensure that 'Free Shipping' is selected as a delivery option. Please note that our Free Delivery option may take up to 5 working days to arrive.

  • Late Orders

    If an Express Delivery order is received later than expected (please see Mainland UK Exceptions above for some areas) then we will refund for the Express Delivery surcharge (£2.50) For Express orders that are over £50 we will refund for the full £8 Express charge paid (this is because there is no added surcharge on top of £50 standard orders - as they benefit from Free Delivery) 

  • Cancelling an order

    Under the Consumer Contract Regulations 2014, you have up until 14 days after purchase to cancel an order. You can cancel your order prior to processing for shipment and we will refund the full cost of the order, including any shipping costs.

    However, we aim to process orders as quickly and efficiently as possible. Therefore, we cannot guarantee that you will be able to cancel an order before it has been processed for shipment. Crucially, we advise that you call our customer services immediately on +44 (0)345 5651700 to notify us of a cancellation.

    Orders that have been dispatched can still be cancelled, and we advise that customers refuse delivery of the order to return it. In this instance, the cost of the delivery return (£5.50) will be deducted from the order and will offset the refund of the cost of standard shipping.

    Alternatively, you can arrange return of a cancelled order (at your own cost) and upon receipt of the goods, we will refund for the goods and the cost of our standard shipping service (£5.50)

  • Returns

    If you wish to return unwanted products or your entire order then under the Distance Selling Regulations and the Consumer Contracts (Information, Cancellation & Additional Charges Regulations 2013, The Craft Company are happy to refund you on the return of the item, providing it is new (unused), complete in all original packaging.

    You must contact us within 14 calendar days of receipt of your goods and return the item within 14 days of contacting us. If the goods are faulty or not fit for purpose then the cost of return postage will be refunded. In all other circumstances, the return postage costs are payable by the customer.

    In order to return goods, please email [email protected] with details of your name, contact phone number, order number, date of order, items to be returned and the reason for returning. When returning goods to us, please enclose a copy of your invoice along with details of which items are being returned and the reason for returning. We will then process a refund for the goods unless stated otherwise.

    Please Note: Customised or personalised items are excluded from the regulations and cannot be returned. Due to food safety concerns, ready-made cakes are not subject to return unless considered faulty or not fit for purpose.