TERMS & CONDITIONS
If you have a question, our Terms & Conditions page 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.
Thank you for visiting thecraftycreative.co.uk (L Rosher - Owner). The information below is available to ensure that your experience on our site is enjoyable and seamless. Should you have any questions concerning any of our policies, please email us.
We work hard to present the most up-to-date, accurate, and reliable information on our website. However, there may be occasions when some of the information featured on thecraftycreative.co.uk may contain incomplete data, typographical errors, or inaccuracies. Any errors are wholly unintentional and we apologise if incorrect information is reflected in the price, item availability, or in any way that it affects your order. Please be aware that we reserve the right to amend errors or to update product information at any time without prior notice. In the event a product is listed at an incorrect price due to a photographic or typographical error, The Crafty Creative has the right to refuse or cancel any orders placed for the product listed at the incorrect price. The Crafty Creative has the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is cancelled, The Crafty Creative will issue a refund to your credit card account in the amount of the incorrect price.
The products displayed on our website may also be available in-store at 52 Woodmarket, Kelso, Scottish Borders TD5 7AX. The prices displayed on the website are quoted in Pound Sterling. From time to time we may list ‘web exclusive’ products and that will be communicated to you clearly under the product description.
The Crafty Creative makes every effort to display as accurately as possible the colours of the products that appear on the website. However, due to monitor discrepancies, we cannot guarantee that your display of colour will be accurate.
Although we intend to respond quickly to your email messages, thecraftycreative.co.uk is under no obligation to respond to all correspondence received through this site, or to maintain your submitted comments in confidence, or to pay compensation of any kind for your comments or submissions.
All orders over £50 qualify for FREE standard shipping & handling. Orders placed before 8am Mon-Fri GMT on in-stock items will be shipped the same day. Typical delivery takes 3-5 working days for standard shipping. Locations outside capital cities and major regional centres may require an extra working day for delivery.
COLLECT IN STORE
Locals may choose to collect rather than pay for postage. You will be notified by phone or email when your order is ready to collect. Collections are available Wednesday to Saturday 10am-3pm at this stage. Given the current situation with COVID-19, this may alter, to avoid disappointment, email us to ensure that a staff member will be there when you are wanting to collect.
The Crafty Creative offers Standard Delivery (UK) - expected delivery 3-4 days including 1 day despatch time, mailed using either Royal Mail 48 (2nd class post) or DPD couriers.
The charges made for this service, based on order value are as follows:
• Under £50.00 - £4.95
• £50 plus - FREE
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.
BUSY PERIODS AND WEATHER ISSUES
Please note the following information when choosing your postal options.
We try our hardest to get all our orders despatched the next working day however, as we all know, certain times of the year cause problems for the postal service providers due to increased volumes of post generally or due to bad weather. We would ask you to allow adequate delivery time when placing your order in the weeks building up to Christmas or during extreme weather conditions such as snow or storms.
As a business and the importance of being environmentally friendly, we use recycled envelopes and shipping boxes where possible. When your package arrives it is very likely it will be packaged using recycled materials. We make every effort to ensure that your order is packaged safely, securely, and with as much recycling as possible.
RETURN AND REFUND POLICY
If you find the items you ordered are unsuitable, please email us upon receipt of the goods advising that you wish to return them for exchange or refund. The goods must be returned unused and in the original undamaged packaging within 14 days of your receipt.
Please include details of your order number, name, and reason for returning the goods on all occasions to expedite the refund process.
Postage costs for the return of these items will NOT be refunded. Please ensure that you obtain a certificate of posting from the Post Office, which is provided free of charge.
Refunds will be processed within 14 days of receipt of goods being received in a 100% resaleable condition.
Please note the following:
The Crafty Creative is not liable for the cost of returning goods to us unless the goods are defective or have been sent in error. Please ensure every care is taken when repacking goods for return to avoid damage in transit.
Bespoke orders made to a customer's specifications cannot be returned, unless faulty.
The statements above apply in addition to any other statutory rights.
Please return items to the address below, including either your invoice or your original order number & the name the order was placed in:
The Crafty Creative
52 Woodmarket, Kelso
DAMAGES/INCORRECT ITEM/ PACKING ERRORS
In the unlikely event that your order is incomplete, defective, or damaged in transit, you must email us within (3) business days of receiving the merchandise with full details of your order number, details of the missing item, and if possible, photos of any damaged items/packaging. In the case of missing items, we may ask for further information from the original invoice for verification purposes.
The Crafty Creative reserves the right to first replace the item. If a faulty/damaged item is unavailable for replacement, a refund will be offered via the payment method used to make the original purchase.
A replacement will be sent, if available, upon receipt. Items damaged due to buyers’ negligence will not be accepted. All goods must be unused for an exchange or refund to take place. Replacement items will be sent at our expense.
We take great care to package goods so that they get to you in perfect condition. However, despite our best packing efforts, on rare occasions, items are damaged in transit. If this happens, please email us with your order number, details of the damaged item, and if possible, photographs of the damage.