FREQUENTLY ASKED QUESTIONS

 
 

When can i expect my item?

We know you’re keen to get cracking and so, we aim to post out your orders out as soon as possible. This is usually within one or two business days.

If you’re in the UK, then you can usually expect to receive your order about another two days after we post. So, basically, at most it should be about four business days after you order.

If you’re international, delivery could take up to 15 working days so I’m afraid you’ll have to wait a little longer before you can get started.

how much is shipping?

We offer free shipping for all UK orders over £30.

For orders within the UK with a value less than £30, we ship using Royal Mail’s Second Class service. There is a flat rate fee of £3.50.

do you ship internationally?

We do indeed. For international orders we post using Royal Mail’s Tracked & Signed service. We charge a flat rate of £12.50. Once the order is on its way to you, we will get in touch with your tracking number so you can see where it is and how long it will be before you can get crafting.

Please note that you are responsible for any customs fees that are incurred.

what is your returns policy?

Of course, we want you to be over the moon with anything you buy from us. If you’re not happy with something that you’ve bought from us, please do let us know and we will do everything we can to help.

We offer a 14 day refund policy on non-personalised goods. If you’ve just changed your mind about something, or something wasn’t quite as you expected, please let us know within 14 days of receipt and we will get the process started. Please note that the cost of returning the item to us will be covered by yourself.

If something we send you does seem to be faulty or damaged, please get in touch straightaway so we can get things sorted. We will need the damaged item to be returned to us, but we will reimburse the cost of postage for items that are faulty.
 

DO YOU GIFT WRAP?

Yes yes! We love that you would like to buy something from us as a gift for someone. We can include a note from you to your recipient and will make sure there is no invoice or payment information included with the order. Just let us know on the checkout page and we’ll do the rest. We offer this extra for free.
 

how do i contact you?

If you’ve got any feedback for us, would like to ask a question or make any suggestions, we would love to hear from you. You can either send us an email to hello@thecrafterie.co.uk or fill in this form and we’ll get back to you as soon as possible.