Help &Information

 

 

 

The website will be open for business 24/7 as usual over the Christmas & New Year period.  We will not be despatching orders on 25th - 27th December or Monday 1st January when we will be closed. We will be working flexible hours during the period between Christmas and New Year to despatch orders and deal with any enquiries. Please note that some items including certain dolls house kits and Proxxon tools may not be despatched during the Christmas and New Year holiday period.

Christmas Delivery: With 'Standard Shipping' orders are generally despatched via Royal Mail Tracked 48 and  the recommended last posting date for delivery before Christmas (UK) is Monday 18th December*.  *Please note that these are Royal Mail guidelines and delivery before Christmas cannot be guaranteed, particulary during the current period of industrial action by Royal Mail, so we advise ordering as early as possible to avoid disappointment. Overseas customers should allow extra time for delivery.

 

Information and guidance on the dolls house hobby and the various products we sell can be found in the How to Guides and Projects sections on this website. Also information on the individual items we sell can be found on the various product pages.

If further assistance is required please contact us directly.

Online Orders - This is the simplest and fastest way to place your order.  As soon as the secure online payment process is completed orders are automatically passed directly to our warehouse for immediate packing and dispatch.  Orders placed before 2.00PM are usually dispatched same-day.
Telephone Orders - If you are unable to order online for any reason then please call us on 01825 732515 with your order and pay by credit/debit card. During busy periods we may not be able to answer the phone straight away so please leave a message and we will call you back as soon as we are able to.

 

 

We despatch orders daily (Monday to Friday) and aim to dispatch orders within 24 hours of receipt with orders received before 2.00PM usually being dispatched same-day.  The vast majority or orders are dispatched and delivered within the stated timeframe, but we do not guarantee dispatch or delivery times. A signature may be required for larger or more valuable deliveries. 

Standard Delivery - Standard UK mainland delivery is FREE for all orders over £40*.  Smaller orders are subject to a fixed delivery charge of just £3.95 per order.  Standard delivery is usually via Royal Mail 48, Royal Mail 48 Tracked or Courier depending on the items ordered and the delivery location.  Standard delivery parcels are usually delivered within 2 - 3 days of dispatch but delivery times are not guaranteed.

Express Delivery - Delivery can be upgraded to 'Express' during checkout process in which case delivery is usually via Royal Mail Tracked 24 or Tracked Next-Day Courier depending on the items ordered and the delivery location.  Express delivery parcels are usually delivered within 1 - 2 days of dispatch but delivery times are not guaranteed and we cannot accept responsibility for delayed parcels. Please note that the express delivery option may not be available at times due to operational and time constraints.

International Orders & Delivery
International orders are sent by Courier or Royal Mail Airmail and the delivery cost is calculated according to the order weight.  International customers can see the estimated delivery cost by placing items into the shopping cart and selecting their country from the list.  This automatically calculated delivery cost is correct for the majority of international orders, but in some cases this may need to be adjusted in which case customers will be notified by email and given the option to proceed or cancel the order.  The website may instruct customers to contact us about delivery if the selected goods are outside the scope of our normal delivery service.

For large orders or heavy items we recommend that International customers contact us prior to ordering to request a delivery cost estimate.  Simply submit a provisional order by email so we can calculate the most competitive delivery price.

IMPORTANT NOTE: Goods sent outside the UK may incur additional charges including customs duty, taxes, handling and storage charges.  It is the customers responsibility to pay these charges so we advise that customers these costs are checked before ordering.

Returned Undelivered Items
If your order is returned to us undelivered due to an incorrect or incomplete delivery address being provided or following an unsuccessful delivery attempt we will  have to charge for re-delivery before sending it again.  If redelivery is not required then a refund will be issued following return of the goods for the value of the goods less any delivery and return costs incurred.

 

If not completely satisfied, goods can be returned within up to 14 days of purchase subject to the following terms and conditions:

1. Customers must obtain authorisation before returning items.  Contact us by email or telephone.
2. Return postage is at the customers expense.
3. Returned goods must be in original packaging and in unused condition.
4. Postage and packing charges are not refundable.  If the order was subject to a free delivery discount the delivery cost will be deducted from the refund amount if the balance of the order no longer qualifies.
5. Items are returned at customers risk so customers are advised to pack items carefully and retain proof of posting.  Valuable items should be sent using an insured service.

UK customers may exercise their rights under Consumer Contract Regulations to return a order and receive a full refund including any P&P charges if the complete order is returned within 14 days of receipt. Please note that return postage is at the customers expense.

These rules do not apply for faulty items which will usually be replaced at our expense.  Please contact us directly to resolve any issues with faulty goods.

Please contact us directly if you wish to arrange to return goods for any reason.

 

 

All goods must be checked immediately upon delivery and any shortages or damages notified within 24 hours of receipt.

Delayed or lost deliveries will be dealt with according to the carriers (Royal Mail or Courier) terms and conditions. Please note that for goods sent with Royal Mail we are unable to investigate delayed deliveries until 21 days after sending. - please see www.royalmail.com for details.

Please contact us to resolve any issues with lost or damaged items.

 

 

We frequently offer a range of discount offers on individual products or product groups.  These are clearly indicated on the website in RED text.  Please note that the discounted product price is not shown on the product pages.  The discount value for your order will be calculated and shown automatically on the checkout pages and deducted from the total before payment.
From time to time we issue Discount Coupons in magazine advertisements, newsletters, facebook etc ..and these can be used to claim a discount from your order.  Coupons can only be redeemed within the valid period specified.  Discount coupons should be redeemed by entering the code provided in the 'Coupon / Discount Code' box on the second page during the checkout process (before payment).  Only one discount coupon code can be used per order.  We reserve the right to withdraw discount offers without notice.  This does not effect your statutory rights.

 

 

For customer guidance prices are shown in Euros and US Dollars  based on recent published exchange rates. All orders are processed  in UK pounds so the foreign currency price may vary according to exchange rate variations and the rates and charges set by the customers own bank or credit card provider.

 

 

International orders can be placed directly via this website or alternatively customers can order from our international stockists in North America, Europe and Australia.

 

 

This website is designed to allow maximum accessibiluty accross a range of web browsing devices.  It is designed to be compatible with accessibility aids supported by most common web browsers and devices.  Please report any accessibility issues to us at info@craft-products.com.

 

 

Information provided on this page is subject to the company terms and conditions and privacy policy.

 

 

Please contact us if you would like further information or assistance.