Can I cancel the order?
Under the Consumer Contract Regulations 2014, you have up until 14 days after delivery to cancel an order. You can cancel your order prior to processing for shipment and they will refund the full cost of the order, including any shipping costs. However, they aim to process orders as quickly and efficiently as possible. Therefore, they cannot guarantee that you will be able to cancel an order before it has been processed for shipment. Crucially, they advise that you call their customer services immediately on +44 (0)345 5651700 to notify them of a cancellation.
Orders that have been dispatched can still be cancelled. You can arrange the return of a canceled order (at your own cost) and upon receipt of the goods, they will refund for the goods and the cost of their standard outward shipping service (£2.99) Alternatively, you can either refuse delivery of the order, or they can arrange for collection of the order. In these instances, upon receipt of the goods, the cost of the return delivery (£2.99) will be deducted from the order refund.
What is the payment method?
Craft Company accepts Visa, MasterCard, Maestro, and PayPal.
Can I return my order?
If you wish to return unwanted products from your order then under the Consumer Contract Regulations 2014, The Craft Company is happy to refund you on the return of any item(s), providing they are new (unused), and complete in all original packaging. You must contact them within 14 calendar days of receipt of your goods and return the item within a further 14 days of contacting them. If the goods are faulty or not fit for purpose then the cost of return postage will be refunded. In all other circumstances, the return postage costs are payable by the customer. In order to return goods, please email [email protected]
with details of your name, contact phone number, order number, date of order, items to be returned and the reason for returning. When returning goods to them, please enclose a copy of your invoice along with details of which items are being returned and the reason for returning. They will then process a refund for the goods unless stated otherwise.
What to do if I receive a missing/damaged item?
Please report all missing or damaged items by sending an email to [email protected]
including details of your name, order number, date of order, items damaged or missing and a contact phone number. They will then arrange for replacement or refund of the damaged or missing items.