WHERE'S MY ORDER?
UK - Please allow the standard 15 working days before chasing your order. Royal Mail will not consider it lost, only delayed up until this timeframe has passed. Check our updates page before ordering for current information on any reported delivery delays.
EUROPE - please allow at least 20 working days from date of dispatch before chasing your order. Check our updates page before ordering for current information on covid/brexit delays.
WORLDWIDE ZONES 1 and 2 - please allow 20 working days from date of dispatch before chasing your order.
Working days are counted by Royal Mail and couriers as Monday to Friday.
We will offer to refund or replace your order once these timeframes have elapsed. We will assume your order has been received in satisfactory condition unless otherwise notified within 5 further days. Claims for lost parcels cannot be made after this time.
UK Delivery Information
We kindly ask that you allow 3 to 5 working days for dispatch - we will always dispatch sooner whenever possible. For personalised products, please allow 5 to 7 working days for dispatch. If we expect delays beyond this, notices will be posted on the website to alert you before ordering. Orders are not packed on public holidays or weekends.
Once your parcel has been dispatched, delivery times can vary according to the level of service you select.
If you need your order by a certain deadline (i.e workshop or project deadline), please allow enough time when ordering or Contact Us first to check lead times. We can arrange a guaranteed delivery service if you're happy to pay the extra.
If you live locally (CB7 area) and wish to collect your order in person, please select the "Customer Collection" 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:
If your country is not listed, then sorry we do not ship there at this time.
*For remote locations, we may need additional information for heavy and/or high value orders. Additional charges will apply where a courier or signed for and insured service is needed but only at cost. We will contact you by email if this is required.
+ Delivery to these countries is by Royal Mail Tracked by default. This provides end to end tracking of your order.
International shipping charges:
Charges are made on a sliding scale based on order value and includes 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 in the event of loss or damage.
PLEASE NOTE: Royal Mail International Airmail limits parcels to 2kg. We may need to split heavier orders into separate parcels and may require additional shipping charges. We will ship orders heavier than 2kg as one parcel by courier when that option is cheaper than Royal Mail.
As a guide, if you're ordering craft parts and/or small quantities of plaques or kits you will not need to worry, but some products (drop box kits, Christmas boxes etc) weigh up to 1kg each and larger quantities of plaques or blanks will quickly add up. Please bear this in mind when ordering if you have a strict budget for shipping charges.
FAIR POSTAGE POLICY
We operate a fair postage policy for international orders. If there is an overpayment of more than £2, the difference will be refunded, equally we will absorb any unpaid postage up to £2. If additional charges are required above this, we will contact you by email.
Delivery times are given in good faith based on Royal Mail estimates - they are not guaranteed unless you have opted to pay for a guaranteed or trackable service prior to ordering, The majority of deliveries arrive in good time, but please allow up to 20 working days before chasing your order - Royal Mail will not consider a parcel to be missing until this timeframe has elapsed.
** Please check our updates page for current information on covid/brexit delays
IMPORT TAXES & DUTIES
Please do not ask us to mark your parcel as a gift to avoid import taxes or duties - it is against the law for us to do so.
Information about your country's duty free import thresholds and tariffs should be sought before ordering.
As the UK is no longer part of the European Union, ALL European Union orders may now be subject to import taxes or handling fees.
Please allow 3 to 5 working days for dispatch (5 to 7 days for personalised products) from date of order- we will always dispatch sooner whenever possible. Please allow an extra couple of 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.
***UK LEAVING THE EU
Although the UK has now left the EU, we intend to retain the spirit of the EU Distance Selling Directive within our returns policy. You will still 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 supplementary 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.