Information

For any queries not answered here please contact us

COVID19

Important!  Please read carefully.

Hello, we hope you are well and staying safe during these trying and difficult times. Below you can find our latests updates and information on our latest time frames.

Our customer service is currently working safely from home and responding to queries as quickly as possible. Please only send us one email per query. If you send multiple messages this will automatically place your query at the back of the queue. We will respond to your query as quickly as we can so please bear with us during this period. Please also check our information page before contacting us incase your answer can be found there.

Despatch: We are currently despatching all in stock orders within 1 working day. 

Customer Service: In order to deal with these efficiently we have decided to remove social media customer service/accounts temporarily to avoid duplicate queries. Please pop us an email with any queries you may have. Please only send one email regarding your query and we will get back to you as quickly as possible. We may take longer than usual, please bear with us. 

Thank you for your support and understanding, this means a lot.

Stay safe and take care!

Delivery

UK Delivery

Standard Delivery: £3.49 – 3 to 5 working days from Dispatch – 2nd Class Royal Mail or Standard Courier Service


Free Standard Delivery: FREE* – 3 to 5 working days from Dispatch – 2nd Class Royal Mail or Standard Courier Service


1 to 2 Days Delivery: £4.99 – 1 to 2 Working Days from Dispatch – 1st Class Royal Mail or 48 Hour Courier Service


Tracked Delivery: £6.99 – 1 to 2 working days from Dispatch


NEW! – Click and Collect DPD Pickup Point: £4.99 – 1-2 working days. You can let us know your preferred collections points by adding this to your order notes section during checkout. Click the below links to find your preferred point. If no collection point is specified, your closest one will be selected by default.

Please let us know your preferred click and collect point in your order notes section at checkout. To find a click and collect point near you, please click here or the link below.

*Free delivery is available for UK Mainland Only. Orders of £35+ are eligible for free standard delivery. Delivery time frames excludes weekends and bank holidays. Delivery times are not guaranteed.

Dispatch

In stock products are usually picked, packed and despatched within 1 to 5 working days from placing your order. During busy periods this may be extended up to 10 working days.

Pre and back orders will be despatched the same day as they arrive in stock using the service selected at checkout. In stock products are usually despatched separately from any pre and back ordered products. 

If your order contains a mix of in stock and back/pre order products, the in stock will be despatched first and the pre/back product separately, unless your order is being delivered outside of the UK or the pre/back items are due in within 5 days of your order being picked and packed. Pre/back orders are despatched withing 1 day of stock arrival. 

We will post your item via the delivery option you selected for at checkout and the service we use will depend on the weight and value of your order. If your order is sent via courier, you will receive a tracking number to your email or mobile number you provided on your order. We obtain proof of posting on all our dispatches.

Delivery times are additional to order processing and despatch. Our despatch times apply to all our shipping options. We will prioritise tracked and fast delivery orders.

*Free delivery is available for UK Mainland Only. Delivery time frames excludes weekends and bank holidays. Delivery times are not guaranteed and please allow extra time during busier times such as December! 

International Delivery

We are happy to ship worldwide! Select the International Shipping option that you want from the checkout page. The relevant shipping options available to you will automatically show on checkout.

Standard Flat Rate Shipping Insured up to £20: The cost will be calculated at checkout and will depend on your location. Package covered up to the value of £20. Shipping delivery aim 14 to 28 working days.

Tracked Flat Rate Shipping Insured up to £20: The cost will be calculated at checkout depending on your location. Package covered up to the value of £20. This is a fully tracked service. You will be provided your tracking number once your order has been despatched. Shipping delivery aim 8 to 15 working days.

Tracked Flat Rate Shipping Insured up to £50: The cost will be calculated at checkout depending on your location. Package covered up to the value of £50. This is a fully tracked service. You will receive your tracking number once your order has been despatched. Shipping delivery aim 8 to 15 working days.

Custom Shipping Quotes: If you would like us to look into and get you a custom shipping quote for shipping methods not listed at checkout, just pop us an email with the type of shipping and cover you would like. 

Additional Cover: If you would like additional cover, just pop us an email with the amount you would like cover up to and we will send you an additional quote/ invoice. If your order is of higher value than the shipping option selected covers we may email you a quote for optional additional cover. 

Your package will be insured up to the amount given on the shipping option selected at checkout. In the unfortunate event of loss or damage we will only be able to claim and refund you to the maximum amount stated on the shipping option you selected.

Please note we are not responsible for any related costs such as customs and tax etc, this will be your responsibility and you will be liable to pay such charges.

Please note large items or heavy orders may incur extra postage costs. In these cases, you will be notified and quoted the additional costs via email.  If you would then like to change your mind you can, of course, cancel part of/the full order. Once we get the go-ahead from you, we will invoice you the additional charge. Once this has been paid, your order will be processed.

Delivery times will vary and depend on your destination and are not guaranteed. The time scale given is estimated and could sometimes be quicker or longer. The estimated time scale given is the max time your package should take but are usually much quicker than this, however this can take longer during busy periods such as during holiday seasons. For the most parts of Europe, the estimated timescale is between 3 to 25 working days. For the most part of the USA, the estimated timescale is between 5 to 25 working days. During busy periods, delivery may be longer. If you wish for us to find your destinations delivery time, please don’t hesitate to contact us.

Unfortunately, we do not offer free shipping on international orders.

Please be aware electrical products may not work properly or have the correct plug for your country. Please check with the manufacturer.

 

Returns

Product Return

If you change your mind and want to return any part of your order, you can do so within 14 working days from your order dispatch. We will give you a full refund of the purchase price on returns received within these 14 days. Please contact us if you would like to process a return. 

Any products returned must be unused, unopened and in their original packaging. When preparing your return, please include your order number, name and name of products included with your return.  You are responsible for the return postage cost, unless we have made an error,  in which case we will provide a prepaid postage label. You are responsible for the goods until they are returned back to us, we strongly recommend you obtain proof of postage on all returns. We can not be held responsible for returns that are lost or damaged in transit. 

Any shipping costs paid will not be refunded. If you had free shipping on your order and the return takes your order threshold below the free shipping conditions, the standard flat rate shipping cost will be deducted from your refund.

For orders paid using debit or credit card, the 4% payment processing fee will be deducted from your refund total. This does not apply to orders paid via Bank Transfer.

As soon as we have received and inspected your return, we will process a refund or replacement within 1 working day of availability. 

 

For all the terms and conditions please see our terms and conditions page.

Problems with Your Order

If there are any problems regarding your order, please contact us within 24 hours from delivery. If you have not received your order, you must let us know within 14 days from your order dispatch. Include your order number and name in your messages. We will aim to reply within 1-2 working days. 

If you wish to cancel or amend an order, pop us an email and let us know immediately via your account. Log in and find the order you wish to cancel or amend and click the cancel button. This will stop the order being dispatched in the meantime until we respond. Don’t worry, this will not remove your order or refund it, it simply just lets us know not to dispatch it. If you do not have an account, please be aware that your order could be dispatch before we have a chance to reply to you email. If this is the case, we can not cancel or amend your order and your order will need to be treated as a return.

Please notify us of any problems with missing deliveries within 14 days from your order dispatch and  within 28 days of placing your order. , Damaged deliveries within 48 hours of delivery. If notified outside of these time scales we may not be able to recover any losses or open an investigation. 

My Account

I have an account but my order is not showing?

In order to see your order, you must checkout via your account by either logging in before or during checkout. 

If you checkout via guest checkout your order will not be assosiated with an account. If you wish to add any orders to your account simple pop us a message with your order number and email and we will add the order to your account.

I cant login to my account

You may have placed your order via guests checkout. This does not create an account.If you wish to create an account, you can do so at any time during your order checkout or by clicking My Account on the home page. If you have orders placed pre account, these will not be connected to your new account. Pop us an email and we will manual add these to your account.

If you know you have an account but are having trouble with login, make sure that you are using the username you created when you created your account. 

If you know your username but not your password, you can reset your password from the login page.

If you have any further issues, pop us an email.

Payment

Payment Methods

Credit/Debit Card via Stripe – Pay via card. Simply select this option at checkout and follow the instructions.

Bank Transfer – You can now pay via bank transfer using online banking or visiting any Natwest branch. Simply select bank transfer as your payment option on the checkout page and follow the instructions. Use DC along your order number as your payment reference, for Example, DC1234. Drop us an email to let us know payment has been made. Orders will be processed once payment has been received.

Please note all payments made via debit or credit card are made at the time of placing your order as we do not hold or save any payment details. This applies for pre and back orders.

If you have any questions, don’t hesitate to contact us.

Currency

All orders are totalled and processed in the UK via GBP Sterling (£). The payment method provider you choose to use will convert this for you.

Orders & Stock

In Stock

In stock items means that we have stock ready and the usual normal dispatch and delivery time applies. All orders have a dispatch time of 1-5 working days. Please note when we experience busy periods, orders may take up to 10 working days for dispatch. Fast Shipping orders will be priorities.

Out of Stock

Out of stock products may be discontinued or we are not expecting further stock of the product. If you wish to inquire about any out of stock products,  please contact us. You will not be able to add out of stock products to your basket. If there are any products you are looking for but can’t find on our website, drop us a message to find out if we can order it in for you. We are always adding new stock, new brands and new launches to our website, keep in the loop by following us on social media and signing up for our newsletters.

Back/Pre-Orders

Product back ordering means you can order and reserve stock we are currently awaiting or are able to order in. It means we don’t have the stock available for immediate dispatch but awaiting further stock or can order this in for you. Products that are available to order on back order will state available on back order on the product page. When a product is available to purchase, this will state on back order in your basket, at checkout and on your order confirmation. Products available on back-order can be added to orders and will be dispatched once our stock arrives.  Should your order also include in stock items, these will usually be despatched first to avoid delays. If you wish to know the expected arrival of pre or back orders, please pop us a message and we will get an eta for you. UK orders contain a mix of in stock, pre or back orders will usually be dispatched in separate orders, with the in-stock products being sent first and the pre-orders/back-orders to follow once stock arrives. In some cases, for example, if the back order stock arrival is less than 7 days away from placing your order, we may wait for the full order before dispatching. All international orders will be held until the full order is in stock. 

Pre-orders means you can place an order for brand new stock and launches!  Reserve your stock for when it arrives. Once the product launches and stock arrives, your pre order will be processed and dispatched. Pre-ordering ensures your stock from the initial launch 1st-time stock, meaning you will be one of our first customers to get your hands on these craft goodies! Pre-order estimated dispatch dates are usually stated in the product description. These dates may be subjected to change. Once dispatched you will be notified via email. UK orders contain a mix of in stock, pre or back orders will usually be dispatched in separate orders, with the in-stock products being sent first and the pre-orders/back-orders to follow once stock arrives. In some cases, for example, if the back order stock arrival is less than 7 days away from placing your order, we may wait for the full order before dispatching.

We aim to get back ordered products in stock within 10 working days, however this depends on the brand, supplier and covid19 delays. Pre order expected dates will usually be stated on the product page. 

There may be a limited quantity on pre and back order products available. This means it may show out of stock once our expected quantity has been reached or you may be limited to the quantity you can add to your basket. 

If you want an update on your pre or back order, just pop us an email anytime!

Products Not Stocked

cat out of stock

We want to be able to provide all our customers with excellent service and great choice, so we offer our customers a service called Product Stock Request, and it’s exactly that! If we don’t currently stock the craft product you are looking for, contact us and we’ll aim to get stock in for you! Pop us an email and include the product name/description and a photo if possible. If we are able to get stock, we will, of course, offer you the best price possible! If we are unable to source the product, we’ll recommend similar or alternative products.

Discount Codes

I have a discount code

If you have a discount code, simply enter this during checkout in the discount coupon code box. Please note discounts codes can not be applied once the order has been placed.

My discount code does not work

Make sure you have entered the code correctly, double check any upper and lower case letters. Make sure your basket contains qualifying products, quantities and meets any minimum thresholds. Double check that your code is still valid and not expired. 

If the error persists, pop us a message and we will get back to you as soon as possible!

 

My free product discount code has been applied but the free product is not showing on my order

Please do not worry! Most free products are added during picking and packaging of your order! As long as the discount code has been applied and shows in your basket summary the code has been successfully added. 

 

For our T&C’s, please visit our Terms & Conditions Page.

For our Privacy Policy, please visit our Privacy Policy Page.