Delivery & Returns
UK Delivery Information
We work very hard to ensure your orders are cut, packed and dispatched in the shortest time possible. Most orders are dispatched within 1 to 3 working days although please allow up to 5 working days in the run up to Christmas.
Once your parcel has been dispatched, delivery times can vary according to the level of service you select.
If you require your order by a certain deadline (such as for a birthday or special occasion), please allow enough time when ordering or Contact Us before ordering to check lead times - we can also arrange a guaranteed delivery service if you're happy to pay the extra.
Please select the local pick up option on the delivery drop down and you won't be charged postage. You will be contacted as soon as your order is ready to arrange collection.
International Delivery Information
We ship to the following international destinations:
*Some destinations within these countries may require additional information and may incur additional charges for larger orders requiring a courier service due to remote locations. We will contact you by email if this is required.
International shipping charges:
PLEASE NOTE: Royal Mail will not ship parcels to international destinations weighing more than 2kg. Orders heavier than 2kg will be split into separate parcels and may require additional shipping charges.
If you're ordering craft parts and/or small quantities of plaques or kits you will not need to worry, but some products (such as the large MDF drop box kits) can weigh up to 1kg each and of course large quantities of plaques or greyboard blanks will quickly add up. Please bear this in mind when ordering if you have a budget for shipping charges.
Charges are made on a sliding scale based on product value and destination using Royal Mail International Airmail standard service. This service does not come with insurance - if you require this, please contact us before ordering otherwise your order will only be covered for the standard £20 compensation included by Royal Mail.
Charges should be used as a guide to the amount you will pay - we operate a fair postage policy for international orders. If the postage paid will cover a tracked service, we will automatically add this and let you know the tracking number. If there is an overpayment of more than £1, the difference will be automatically refunded, equally we will absorb any unpaid postage up to £1. If additional charges are required above this, we will contact you by email.
Please do not ask us to mark your parcel as a gift to avoid import duties - it is against the law for us to do so.
If your country is not listed, then sorry but we do not ship there at this time.
We kindly ask that you allow a minimum of 3 working days for dispatch from the date of order, although we will always dispatch sooner whenever possible. Please allow up to 5 working days in the lead up to Christmas. You will receive an order dispatched email on the day your parcel leaves us so you know your goodies are on their way.
Orders are not packed on public holidays or weekends. We are closed for 2 weeks each year over Christmas and New Year and occasionally we have a week off in the summer! We will always update the site in good time with notices of any holiday periods so you can plan ahead.
Simply Contact Us and select the option for returns - please give your name and order number and let us know what items you are returning. We'll email you back with confirmation details before you send the return back to us.
Any products returned must be in re-saleable condition and you must let us know within 30 days of receipt if you'd like to action a return. Once the return has been received in re-saleable condition, we will refund you within 30 days of receipt, but normally refunds are processed within 1 to 5 working days.
If you are a registered customer, you may request a credit instead of a refund. This will be available for use against your next purchase.
If the products you are returning will take your original order value below the free p&p threshold, you will be refunded less the original standard rate shipping charge of £2.50.
We're sorry but we cannot refund return p&p costs.
Under the terms of the EU Distance Selling Directive, you also have a 14 day cooling off period that starts from the day after you receive your order. During this time you can change your mind and cancel your entire order without giving a reason.
You must contact us inside the 14 day period in writing (replying to your order dispatched email is fine) to let us know that you want to cancel your order and we will email you to confirm before you return the order.
When we receive your full order back in re-saleable condition, we will issue you with a full refund of your original order (except for the supplimentary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
We're sorry but we cannot refund return p&p costs.
PLEASE NOTE: The EU Distance Selling Directive does not apply to B2B (Business to Business) transactions or custom orders unless the goods are faulty - even if you are only making small orders at home for resale. Please ensure you are ordering correctly - you have every opportunity to enquire about any product prior to placing your order to ensure the product(s) you are ordering are suitable and correct for your needs.