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Customer Information

Fast Mail Order Service - Order by 1:00pm for Same Day Despatch!

Placing Your Order
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 despatched same-day.
Telephone Orders - Call us on 01825 732515 with your order and pay by credit/debit card. If answerphone, please leave your name and telephone number and we will call you back.
Mail Orders - Order your items using the website and on the Checkout page under payment options choose 'Mail / Cheque'. When sending payment please include your order reference number. Goods will be despatched as soon as payment has beed received.

UK Delivery
Free Standard UK Delivery - UK mainland delivery is FREE for all orders over £35*.  Smaller orders are subject to a fixed delivery charge of just £3.75 per order.  Orders placed before 2.00PM usually dispatched same-day by Royal Mail 24 (First Class), Royal Mail Tracked or Next-Day Courier depending on weight and value.  A signature may be required for larger or more valuable orders.  Whilst that vast majority of orders are despatched same-day and delivered next-day, we cannot guarantee this.
Guaranteed Next-Day Delivery - The majority of orders are delivered next-day using our standard delivery services so we don't currently offer a guaranteed next-day option on the website.  Guaranteed next-day delivery can be arranged for £7.95 per order (or £4.20 for orders over £35.00).  Guaranteed next-day delivery may be subject to different cut-off times and premium charges may apply to remote areas so please contact us to check availability and cost.

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.

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 EU may incur additional customs duty, taxes and handling charges.  It is the customers responsibility to pay these charges so we advise that the these costs are checked before ordering.

Christmas & New Year 2016 / 2017
For delivery before Christmas the last posting date recommended by Royal Mail and our couriers is Wednesday 21st December. Please note that delivery before Christmas cannot be guaranteed so we advise ordering as early as possible to avoid disappointment. Overseas customers should allow extra time for delivery.
Christmas & New Year Opening The website will be open for business 24/7 as usual over the Christmas & New Year period. We will be working flexible hours during the period between Christmas and New Year to despatch orders and deal with any enquiries, but will be closed on December 26th & 27th and January 2nd. Please note that certain items (dolls house kits and Proxxon tools) are despatched to customers directly from the manufacturers and may not be despatched between the Christmas and New Year holidays.

Returns Policy
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.

Lost or Damaged Goods
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. If extra compensation cover is required please enquire before ordering.

Discount Coupons and Product Discounts
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.

Loyalty Reward Points
Loyalty Reward Points are automatically issued to customers for all goods purchased from this website with no minimum spend requirement.

Create a Customer Account
Customers must register a customer account and be logged in when making a purchase to collect or redeem loyalty points.  To do this simply enter click the 'Login' or 'Create new account' button on the checkout page.  In case of any difficulties please contact us.

Points Value
Points are issued at the standard rate of 1 point per 1p spent  (e.g.  £50 spend = 5,000 points).   The value of each reward point is  0.01 pence and points do not have an expiry date so can be used whenever the customer chooses.  The value of Loyalty Points can be used as a discount off the cost of future orders placed on this website.  The points discount will be shown on the checkout page and applied automatically although customers have the option to save their points for later use if preferred.  Cutomers can view their loyalty points balance from their account details page. 

No Minimum Spend
Earn points with every purchase (of any value) and spend them whenever you choose - No minimum qualifying limit.

Bonus Points Promotion
From time to time special bonus loyalty point offers may be available allowing customers to collect points even more quickly. For example during a Double Points promotion points will be issued at a rate of 2 points per 1p spent (e.g. £50 spend = 10,000 points).

Terms and Conditions
1. We reserve the right to terminate the loyalty points scheme at any time without prior notice. (although we have no plans to do so currently).
2. Loyalty points are valued at 0.01p each ONLY when used to claim discount against an order at www.craft-products.com, and otherwise have no redemption value.
3. Points are issued entirely at our discretion and are not an entitlement. However, points will be automatically issued in line with our current published policy.
4. We reserve the right to adjust the value of points, both for points yet earned and already earned without prior notice.
5. We reserve the right to adjust the number of points earned per amount spent at our discretion without prior notice.
6. Points awarded for goods which are subsequently returned or refunded for any reason will be debited from the customers account.
7. Points will never be issued historically, the points system was created on 05/08/2011 and only orders after that date will earn loyalty points - subject to the above conditions.
8. Invoices for trade purchases which are paid by trade customers through the website do not quality for loyalty points.
9. Lastly we reserve the right to change the loyalty points system in any way - points are not an entitlement but a bonus given at our discretion .

International Currency
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 Stockists
International orders can be placed directly via this website or alternatively customers can choose one of the following international stockists:

Dolls and Minis, USA
De Tara Miniatures, Spain
Stellaquepassa , Holland

Privacy Policy
We will not disclose buyers personal information to third parties other than where necessary for order processing and fulfilment. In this case, the third party will not disclose any of the details to any other third party. For security reasons any payment card details are automatically encrypted and transmitted via a secure internet connection. This site uses cookies to track items in your shopping basket and for other vital functions of the website only.

Website Payment Security
Your payment card details are only requested on pages that are held on a secure server. You can tell an area is secure by the closed padlock sign on your browser and the address bar starts https:// These details are encrypted (Latest SSL3 Industry standard Secured Sockets Layer encryption) before transmission ensuring they are completely safe and cannot be read by any unauthorised person. We use the experienced services of Sagepay, Worldpay and PayPal to handle payment processing.

 

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