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Delivery Details & Returns
How is my order shipped?
We offer a range of postal options on all UK, European and International packages via Royal Mail delivery. At the checkout, you will be given the option to select your choice of postage cost / method.
NB. Guaranteed Next Day UK Delivery is available on orders placed before 12 noon, Monday to Friday. Special Delivery orders placed after 12 noon on Fridays will not be shipped until the following Monday, unless it's a Bank Holiday / Public Holiday, in which case the order will be shipped on the Tuesday. If placing a Special Delivery order on a Friday before 12 noon, we cannot guarantee delivery on the Saturday.
Please see the table below for our current rates:
NB. On overseas orders weighing more than 1kg, additional shipping charges will apply and we will contact you before shipping your order to obtain payment.
If you purchased any craft books or items through Amazon, these will be subject to Amazon's Terms & Conditions and any enquiries regarding these items should be directed to Amazon.
Do you ship internationally?
Yes. The shipping cost is a standard flat rate depending on where you live in the world and is added to your total at the checkout (see fees in the above point). If your order weighs more than 1kg, additional shipping charges will apply and we will contact you before shipping to obtain payment.
What happens if my order doesn't arrive?
If your order doesn't arrive, please either email or call us and we'll do all we can to help.
The majority of the time when this happens, items are actually awaiting collection at your local Royal Mail sorting office. 'While you were out' cards should be left by your postman but this is not always the case! Please make contact with your local sorting office to see if anything is awaiting collection for you.
If orders are not collected within a certain time frame (depending on your local sorting office, normally 1-2 weeks) then items will be returned to us as 'not collected'. If the order is returned to us by the Royal Mail, it may have to go through their returns centre, and it can take up to 4 weeks to get back to us.
If this happens, we will try to contact you to explain the situation & offer either a refund (less postage / packaging costs) or to re-send (at cost to you). If a replacement or refund has been made during this time, you will be charged the initial postage and packaging costs involved.
Failing that, it may be that an item has been mislaid, lost or delivered to an incorrect address. In this case we will file a claim through the Post Office on your behalf.
Depending on the delivery method and the country the order was delivered to, the length of time we are required to wait until we can submit a claim varies, eg: First Class Royal Mail Standard Delivery to the UK requires a 15 working day wait until a claim can be filed.
Once the claim has been investigated by the Post Office they will make contact with you (or the intended recipient if you requested that it be sent to an alternative address) & they will require a response. This will be their deciding factor as to whether a claim will be honoured.
If / when a claim has been agreed we will immediately either reimburse you or send a replacement if we still have stock of the item(s), whichever you would prefer. We will not expect you to wait for the Post Office to release the funds as this can take anything up to 2 weeks and confirmation from them is enough for us.
Do you accept returns?
We want you to be happy with your order. If for whatever reason you are not 100% happy with your purchase, please contact us within 7 days of receipt of order to inform us of the problem. We will accept returns of unused merchandise in resellable condition with the original labels and packaging within 10 business days and only if you have contacted us prior to return of the goods. If the goods returned appear to have been used or the packaging or labels are not intact, then a repackaging fee will be charged..
We cannot accept returns or offer refunds on any ribbon, elastic or cord which has been cut to length, or on any SALE items.
Please note: All returns need to be sent to us via a "tracked" postal service at your own expense
We reserve the right to refuse returns after inspecting the merchandise, or if we were as not notified prior to the items being returned. If your return is accepted, we will process your refund but not your postage costs as these are non-refundable.
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