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| Q:I'm not happy with my item- what do I do? |
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| A:You can see from our feedback that customer service is very important to us. If you have a problem with the product, our service, or anything else, contact us immediately and we'll work out the best way to remedy things for you. You can e-mail us or call us on 01225 436208. |
| Q:I want to pay by card, how do I do this? |
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| A:Call us on 01225 436208 with your order details and card, and we'll take your payment over the phone. We accept all major credit and debit cards. Please note we only accept card payments from UK addresses. |
| Q:Can I track my order? |
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| A:If an item is shipped using a signed for service, then we will e-mail a tracking number when the order is shipped, along with a link to the website where you can track your order. Orders shipped by 1st class post are not trackable, so if you're worried about loss, use a trackable service! |
| Q:What is your return policy? |
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| A:If we send the wrong item, or it's faulty, we will refund return shipping costs. If you decide you do not want your purchase, you are welcome to return it for a refund excluding postage, providing it is received unopened and in perfect condition. If you return an item for a different reason, call us on 01225 436208 and we'll try to make you happy! |
| Q:Do you combine shipping? |
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| A:Yes- we offer a shipping discount on two items or more. The maximum shipping we charge is £7 as we use a courier for large orders which is a flat rate cost. If when you order the discount does not come up, request a total from us and we'll work out the cheapest cost for you. |
| Q:When can I expect my order to arrive? |
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| A:We try to ship either the day payment is made or the next working day. We sometimes ship on Saturdays. We usually use 1st class post which generally arrives in 1 to 3 working days (UK only). We also use a courier for heavy or urgent items- this is guaranteed next working day from the day of shipment. Export customers please contact us for a quote. |
| Q:How much is the Shipping and Handling Charge? |
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| A:Our shipping charges vary according to the item but are as low as we can get them. Charges start at £2. The maximum you will pay for any order is £8 for a courier delivery. |
| Q:Do you ship internationally? |
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| A:Yes, we ship worldwide. Please contact us for a shipping quote if you are unsure. |
| Q:Help! I'm not sure what to buy! |
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| A:Call us on 01225 436208, or e-mail us, and we can help you decide. We're very friendly! |
| Q:Do I need to buy anything else with a craft kit? |
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| A:All our kits are complete with all specialist tools and equipment needed to make the project. For some kits, you may need common household items to complete them- for example a saucepan or two for the candlemaking kit. All glues and scissors etc are provided however. |
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