FAQ's

If you have a question, our FAQ page below has the answers to many common questions relating to orders and products. We are adding to this page all of the time. If you still can't find the answer to your question, please email us with full details of your query and we'll be happy to help.

WHAT ARE YOUR STORE TRADING HOURS?

The Crafty Creative store is currently closed, due to the COVID pandemic. Adhering to all relevant government advice, we are permitted to post orders however, please bear with us as postal timings may be delayed due to the current challenges that we all face. 

 

We look forward to welcoming you into the store once government advice allows us to reopen and travel is permitted.

HOW CAN I CONTACT THE CRAFTY CREATIVE?

We do not operate a customer phone service instead we conduct all of our customer correspondence via email only. You can email us giving full details of your enquiry, including any order number or item numbers.  This enables us to respond without having to come back to you requesting further details.

WHERE CAN I FIND YOUR PHONE NUMBER?

We are a family-run business that has been in operation for over 8 years now and do not operate a telesales or telephone-based helpline. We believe we can offer the best level of service to all customers by operating a fast turnaround email enquiry service. We endeavor to respond to all emails within 24 hours and find this is a largely successful communication method for all concerned. Please email us with full details of your enquiry, including any relevant order numbers and product numbers, so that we can come back to you with a speedy and meaningful response.

HOW DO I GET IN TOUCH DURING LOCKDOWN?

We are always available to help you with your enquiries. If your query was not answered by the list of FAQ's or the information found within the Terms & Conditions, please email us at giving full details of your query and we will be happy to assist you.

 

Despite the store closure, we are still operating Monday - Friday, during standard business hours. Emails received outside of these times will be answered as soon as we are available.

 

Please note that during busy seasonal periods, (especially Christmas) response times may take up to 48 hours as we receive considerably more enquiries and orders at these times.

HOW DO I KNOW THAT YOU'VE RECEIVED MY ORDER?

You will receive an automated confirmation acknowledging the placement of your order. Please keep in mind that your order is subject to approval by your card issuer or payment provider. 

On some occasions, email confirmations are directed to junk mail, please check there before contacting us if you have not received your email. 

Once your order has been accepted by us, we will issue you a dispatch email as soon as your goods are ready and on their way.

WHERE IS MY ORDER?

If you have received a dispatch notification email, your order is on it's way to you. Your parcel can tracked using the link provided in the dispatch email.

Every working day we mail orders that were placed the previous working day (or over a weekend and/or public holiday), together with any orders placed up until 8am that day. For example, an order placed before 8am would be sent the same day. An order placed at 4pm would be dispatched the following day.

 

Workdays are limited to Monday to Friday only and exclude all weekends and UK public holidays.

WHAT ARE MY DELIVERY OPTIONS?

Standard Delivery (UK) - expected delivery 3-4 days including 1 day despatch time. 

Coronavirus COVID-19 Update

 

We are grateful that we are still able to process and despatch orders at this time. We are processing orders as usual and would like to thank you for your support in these extraordinary times. Please be mindful that in this current climate we can expect postal delays.

 

We are keeping up to date with all government guidelines and advice, any further service changes will be updated here.

 

Please stay home and stay safe!

 

International Orders

 

We want you to be able to buy our products wherever you are in the world however currently we are unable to fulfill international orders.

CAN I COLLECT MY ORDER IN STORE?

Yes, we have an option at the checkout to collect in store. You will be notified via email when your order is ready for collection. 

CAN I CANCEL MY ORDER?

Unfortunately we are unable to cancel or amend orders once they have been placed. Please take care when placing your order before proceeding to the checkout.

HOW WILL MY ORDER BE PACKAGED?

All care will be taken to ensure your goods are carefully packaged into either a box or post bag. Protective packaging will be used to protect delicate items. We have sourced 100% recyclable packaging for all our online sales.

RETURN, EXCHANGES AND DELIVERY INFORMATION

Please refer to our Terms & Conditions section on the website. 

IS MY PERSONAL INFORMATION KEPT PRIVATE?

You can rest assured that we consider all of the information you share with us private and confidential. 

At no point will we share, rent or sell your personal information without your consent. In order to process credit card orders online, we will also need information including your billing address, shipping address, telephone number, credit card number and expiration date. Please note that we do not keep your credit card details online and these details are therefore protected from any breach of security. Navigational information is only used for internal purposes to enhance the customer shopping experience and site usability and is not shared with any outside parties. Financial information is used to check the user’s qualifications and to bill the user for products.