Message

Covid-19 Update
We are currently trading but you will notice some changes and we suggest that you read the whole of this message before ordering.

To best protect the health and well being of our colleagues, we have now reduced our staffing level
and have subsequently had to remove the option to upgrade your order to first class post.

Please bear us and our delivery partners during these unprecedented times as your order may take longer than normal to reach you.

We hope that you and your families remain well during this difficult time. Thank you for your valued custom.

Delivery, Returns & Refunds

Delivery Information

Postage Costs

Postage charges are calculated on a gross order value basis.

Standard Postage is FREE OF CHARGE for orders with a gross value of 12 or over but you have the option to upgrade your order to First Class Post for 3.00.

For orders under 12 gross we have a 1.00 Standard Postage charge and for an extra 3.00 you can upgrade your order to First Class Post (orders placed by midday are despatched same day).

Please note that if you have selected our Standard Postage option you should allow up to 5 working days for delivery. By upgrading your order to First Class Post the expected delivery range is 1-2 days after sending.

Orders will be despatched Monday - Friday (excl Bank Holidays and our annual Christmas shutdown)

Orders for large or heavy items such as vinyl cutters and heat presses carry a special delivery charge which will be shown at the checkout.

Our Success Rate

We aim to dispatch all online orders on the same day as we receive the order. However, this is sometimes not possible either due to the time that the order was received ie: after midday or because of stock availability. In these cases we will dispatch the goods the following day or contact you with the earliest possible date for dispatch.

Unforeseen Circumstances

Despite our best efforts, occasionally there will be extraordinary circumstances which prevent us from turning up on time with your goods. Things such as traffic accidents, extreme weather, vehicle breakdowns might prevent us from getting the goods to you on time.

Returns & Refund Policy

Sometimes things go wrong and it may be neccessary to want to return an item to us. If so we are always happy to assist.

Please refer to the different sections below depending on the circumstances for wanting to return the goods.

Faulty or Damaged Materials

Every item we sell is carefully inspected before it is shipped. If your delivery looks even slightly damaged please make sure that this is highlighted before you sign the delivery note and inform us as soon as possible within 3 days otherwise we may not be able to offer any replacement. If possible, please also take photos of the damaged goods at the point of receiving them (so we have proof that they have been damaged in transit) and email them over to us straight away.

Missing or Incorrect items

If there are any parts of your order missing please inform us as soon as possible within 7 days of receiving your order. We will investigate the issue and replace any missing items at no extra cost to you.

If we have made an error on your order and sent an incorrect item to you by mistake, please inform us as soon as possible within 7 days of receiving your order. We will investigate the issue and exchange the item if applicable at no extra cost to you.

Non Faulty or Damaged Materials

If you change your mind and would like to return unwanted material, under most circumstances we are happy to accept it back as long as it is unused, in the original packaging and in a resaleable condition. Please note that this must be within 7 days of receiving your order and there will be a 15% re-stocking charge to cover our administration costs and warehousing logistics.

Please note that you are responsible for returning the goods to us, however we are happy to arrange this for you and the relevant collection charge will be deducted from your refund.

Please make sure that any items being returned for whatever reason are packaged properly and securely as we are unable to credit any items returned damaged.

Please note that original delivery charges will not be refunded.

All products to be returned must be carefully packaged in their original packing and be in resaleable condition.

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free postage on orders over 12

CONTACT US

hello@craftstick.co.uk

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