Order Enquiries

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  • Order Times

    For Next Day Delivery please ensure that orders are 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.

    Royal Mail First Class orders are also sent out the same day if placed before 3pm, however it is not a guaranteed next day service and can be expected to arrive between 1-2 days.

    We aim to dispatch orders asap, although sometimes supersaver, economy courier or free 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.

  • Cancellation of Orders

    You can cancel your order prior to completion for shipment and we will refund the full cost of the order, including any shipping costs.

    The only exception is where the order includes a customised or personalised item which is already being manufactured or supplied. In this case, that item cannot be cancelled. Your cancellation rights end as soon as we begin work on any personalised or customised items as identified on the website.

    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 request.

  • 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 or refund of the damaged or missing items.

    Please Note: All damaged or missing items must be reported on the day of delivery.