FAQs
What payment methods do we accept?
The following payment methods are available:
Credit/Debit Card – We accept the following card types: - Visa, Mastercard, Visa Debit, Electron, Solo, Maestro and American Express.
Postal Order – If you don’t have a bank account or simply feel nervous about handing over your personal information, we are happy to accept postal orders on all items. Please note that your item will not be sent to you until we receive your payment.
If you are collecting your order from the retail outlet you have the option to pay by cash or card. Sorry - we no longer accept cheques.
What shipping methods are available?
The following shipment methods are available:
Collection – Postal charges will not be applied for this method. Collections must be made from the above address and is available for all items. Collection times are Monday - Friday 10.00am - 3.00pm.
Royal Mail 1st Class – This is only available if the total checkout items are less than 1.5kg in weight. A charge will be applied for this method*.
Parcelforce – This method is available for all items for a next working day delivery on mainland UK. A charge will be applied for this method*. Saturday morning deliveries are available at an extra charge, which will be shown at the checkout stage.
*Shipping charges will be calculated and stated at the checkout stage of the website. Charge values are dependent on size, weight and postal area.
My order has not arrived yet, what shall I do?
We use Royal Mail and Parcelforce as our delivery agents.
Royal Mail
If you have not received your delivery after 7 working days from the day you have placed your order, please follow the instructions below.
- Check with other members of your household that the goods may have been delivered to them in your absence.
- Check with your local Royal Mail Sorting Office that they are not holding the parcel for you.
- Once you have done this please contact us with these details and your order number and we will be happy to remedy this with you.
Parcelforce
I need to return an item, what shall I do?
All items can be returned. Please ring The Craft Company on 01926 888507 to confirm procedure.
Can I ship to a different address?
Yes your billing address can be different to your shipping address. During the checkout process simply select the ‘ship to different address’ option and add the relevant information.
How can I check the status of an order online?
When completing the checkout process you will be given the option of selecting to register with ourselves. This will give you the ability to access your order history and status.
How can I make a change or cancel my order?
If you wish to change or cancel your order you must contact the Craft Company on 01926 888507 before the item is dispatched.
Do you offer online discounts or promotions?
If you spend over £150 excluding VAT and shipping, you will qualify for an automatic discount. The percentage discounts are as follows:
Spend £150 excluding VAT and shipping to receive a 7% discount on products.
Spend £200 excluding VAT and shipping to receive a 10% discount on products.
Spend £250 excluding VAT and shipping to receive a 12% discount on products.
Spend £400 excluding VAT and shipping to receive a 15% discount on products.
Can I place an order from a foreign country?
We are able to dispatch any item purchased to any country listed in the drop down box at the checkout.
If your required country is not available in the drop down list, please call 01926 888507
However the amount of VAT charged will depend on where the goods are dispatched to.
Goods sold within the EU:
If you are receiving our goods outside of the UK but inside the EU we will zero-rate the VAT charges on the condition that the recipient of the goods is genuinely registered for VAT and can provide their VAT registration number (incl the 2 letter country code).
Goods sold outside the EU:
If you are receiving our goods outside of the EU we will zero-rate the VAT charges.
