Delivery & Returns

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  • Easter Holiday Delivery Information

    Please note that we are closed on Good Friday & Easter Monday. You can still place your order with us, but our customer services team will be unavailable. The two day bank holiday will affect delivery times. For further details on express delivery information, please see below;

    UK Mainland

    Express orders placed before 3pm on Thursday 18th April will be delivered on Tuesday 23rd April.

    Express orders placed after the above time but before 3pm on Tuesday 23rd April will be delivered on Wednesday 24th April.

    Highlands & Islands

    Express orders placed before 3pm on Thursday 18th April will be delivered on Thursday 26th April.

    Express orders placed after the above time but before 3pm on Tuesday 23rd April will be delivered on Friday 27th April.

    N. Ireland & ROI

    Express orders placed before 3pm on Thursday 18th April will be delivered on Wednesday 24th April.

    Express orders placed after the above time but before 3pm on Tuesday 23rd April will be delivered on Thursday 25th April.

    Channel Islands

    Express orders placed before 3pm on Thursday 18th April will be delivered on Wednesday 24th April.

    Express orders placed after the above time but before 3pm on Tuesday 23rd April will be delivered on Thursday 25th April.

  • Order Times

    For Next Working Day Delivery please ensure that either Express or Premium 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 GB Deliveries

    Please note that Mainland GB deliveries do not apply to the Scottish Highlands & Island, Northern Island and the Channel Island. The delivery rates and services to these areas can be found below.

    UK Delivery Costs

    Standard Delivery (3-5 working Days) and Express Delivery (Next Working Day before 6pm) orders are serviced by DX Secure Delivery.

    Premium Delivery (Next Working Day with 1 Hour Delivery Window) is serviced by DPD. For more information on the benefits of our Premium Delivery service, please see the tab below.

  • Premium Delivery Service - DPD

    Our Premium Delivery service is available for customers who require a timed, next working day* delivery. With Premium Delivery, you are provided a one hour delivery window on your delivery day, and you're notified by SMS and email, so you don't have to wait in all day for your order.

    Furthermore, you can watch the progress of your delivery on a real-time map, all the way down to a final 15-minute timeslot. As well as keeping you informed at every stage of the journey, you also have access to a suite of 'in-flight' options both on the day of delivery and the night before, allowing you select an alternative delivery date, opt for delivery to a nominated neighbour, have the parcel left in a safe place, or collect the parcel from your local DPD Pickup Shop.

    For more information on DPD's Delivery Service please visit their website below:

    https://www.dpd.co.uk/content/how-can-we-help/index.jsp

    *Please see 'Mainland GB Express Delivery Exceptions' below for information on which postcodes are not suitable for Next Working Day Delivery

  • Mainland GB 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 determined by order weight and calculated automatically after you have selected your delivery address during the checkout process.

  • BFPO Deliveries

    Unfortunately, our couriers do not deliver to British Forces Post Offices (BFPO) or HM Forces PO Box addresses

  • Free Delivery

    Free Standard Delivery is eligible for all Mainland GB 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 or Premium Delivery order is received later than expected (please see Mainland UK Exceptions above for some areas) then we will refund for the Express / Premium Delivery surcharge (£1 for Express orders and £3 for Premium orders) For late Express or Premium orders that are over £50 we will refund the full £3.99 or £5.99 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 delivery 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. You can arrange the 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 outward shipping service (£2.99)

    Alternatively, you can either refuse delivery of the order, or we can arrange for collection of the order. In these instances, upon receipt of the goods, the cost of the return delivery (£2.99) will be deducted from the order refund.

  • Returns

    If you wish to return unwanted products from your order then under the Consumer Contract Regulations 2014, The Craft Company are happy to refund you on the return of any item(s), providing they are new (unused), and 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.

  • Damages

    If you receive a damaged product then under the Consumer Contract Regulations 2014, The Craft Company are happy to refund you on the item(s) or offer you a replacement.

    You must contact us within 14 calendar days of receipt of your goods and (if requested) 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 order to report damaged goods, please email [email protected] with details of your name, contact phone number, order number, date of order, and a photo of the damaged goods. 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 replacement / 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.