Delivery & Returns

We aim to dispatch your order within 24 hours of receipt (working days only). We are pleased to offer a range of delivery options depending on the weight of your order, your delivery location and the level of service that you require.

URGENT ORDERS
We offer a next working day delivery by courier (Parcelforce). If you would like your order to be sent urgently, please select “Express Courier” option at stage 4 of the checkout, after you have entered your invoice address. To guarantee next day delivery, please order before 3pm.

Royal Mail 1st Class orders received before 3pm will be sent out the same day, but we do NOT guarantee next working day delivery. Royal Mail quotes that 92% of 1st Class packets arrive the next working day, so please use EXPRESS COURIER delivery option if your parcel is urgent.

DELIVERY INFORMATION – IMPORTANT
You should give a delivery address where someone is available to take the parcel during working hours. If you are unable to take delivery of your parcel when it arrives, the driver will either take it away for redelivery at a later date or leave it in a safe place at the delivery address. Please use the 'Special Instructions' box on the checkout page to enter a safe place where the parcel can be left in case you are not in e.g. Under the carport, in the greenhouse, with a neighbour. It is your responsibility to make sure that either someone is available to receive the goods at the delivery address or that you leave special instructions with us.

 If you are likely to be at work, you could consider having the parcel sent to your workplace. You will need to enter a separate delivery address for this. Select the option “ship to different address” at the end of stage 2 of the checkout process.

Entering a mobile phone number is preferable in case we need to contact you about your order or delivery. If we are unable to contact you for any reason, this may delay the progress of your order.

Please Note: - Orders will be despatched to the address entered in at the ‘Shipping Information’ stage of the checkout process. We cannot take responsibility for orders not being received due to an incorrect address being entered. Once you have placed your order please check that the shipping address on your confirmation email is correct, please contact us immediately if this is not the case. Failure to do so will result in the customer being charged the full delivery cost.

UK DELIVERY COSTS
The delivery costs for your order will depend on weight and location. To calculate the shipping costs of your order and to see all options available, please use the “Estimate Shipping and Tax” box on the shopping basket page. Simply select United Kingdom as the country and enter your postcode under “Zip/Postal Code” and click on “Get a Quote”.

Below is a table of charges for delivery to United Kingdom. Royal Mail is used for  parcels weighing up to 2kg. Orders weighing over 2kg will be sent by courier (Parcelforce). Please note that Royal Mail state that 1^st Class can take up to 5 days to deliver, so if you wish to upgrade your parcel to next working day* carrier – please select ‘Express Courier’ at stage 4 of the checkout process, after you have entered your Invoice Address.
*To guarantee next day delivery by Parcelforce the order must be completed before 3pm.

CHANNEL ISLANDS
The charges for the Channel Islands are as per Mainland UK for parcels up to 2kg (using Royal Mail) and as follows for heavier orders:

INTERNATIONAL ORDERS
We currently send to the following countries:

To calculate the shipping costs of your order, please use the “Estimate Shipping and Tax” box on the shopping basket page. Simply select your country from the drop down list and click on “Get a Quote”.

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.

Missing or Damaged Items
Please report all missing or damaged items by sending an email to info@craftcompany.co.uk including details of your name, order number, date of order, items damaged or missing and a contact phone number. We will then arrange for replacement of damaged or missing items as required to ensure your order is completed. Please note that all damaged or missing items must be reported on the day of delivery.

Returns
All items can be returned if you are not completely satisfied with them when they arrive.  In order to return goods, please email info@craftcompany.co.uk with details of your name, contact phone number, order number, date of order, items to be returned and 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 arrange for a refund or replacements to be sent out as required. Please note that all returns should be received within 28 days of your original order date in order for any refunds to be processed. All returns should be received in brand new condition with no damage to the packaging or to the goods.