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**November 2024**

We are currently experiencing a high volume of orders. Next Day Delivery is currently unavailable and Standard Delivery may take a little longer than usual to dispatch. We're working hard to process orders as quickly as possible. We apologise for any inconvenience this may cause and appreciate your patience at this very busy time. 

 

Delivery

We offer free standard delivery for all orders over £35.00, £3.99 for orders under £35.00. Exceptions apply to non-UK mainland locations.

Mainland GB Deliveries

     
Standard Delivery Express Delivery
3-5 Working Days Next Working Day
(Order by 2pm)
Basket Value Under £35 £3.99 £5.99
Basket Value £35+ FREE £5.99
Basket Value £65+ FREE FREE

   
Saturday Delivery
Delivery before 6pm
(Order by 2pm Fri)
Basket Value Under £35 £8.50
Basket Value £35+ £8.50
Basket Value £65+ £3.99

Order Times

For Next Working Day Delivery please ensure that either Express Delivery is selected and that your order is placed before 2pm. Please be aware that this is a working day service and does not include weekends or bank holidays. Orders placed before 2pm on Friday will be dispatched for delivery on Monday. Orders placed after 2pm on Friday and before 2pm on Monday will be dispatched for delivery Tuesday.

We aim to dispatch orders ASAP, although sometimes Standard Delivery orders will take up until the specified shipping time. Please allow for this when placing your order and ensure that you select the appropriate shipping method to receive your order in time.

Please Note: Mainland GB deliveries do not apply to the Scottish Highlands & Islands, Northern Ireland and the Channel Islands. The delivery rates and services to these areas can be found further below.

Express Delivery is delivered by Fed-Ex, DPD, Royal Mail, or DHL depending on the delivery location and size of the order. All our couriers provide regularly updated tracking information so you know when to expect the delivery. Unfortunately there is no way currently for customers to choose between our courier options.  

 

Northern Ireland, Channel Islands, Isle of Man, Scottish Highlands and Islands, Scilly Isles

The charges and services listed below apply to orders delivered to the following postcodes: BT, AB31-38, AB41-56, KF17-21, IM, TR21-25, JE, GY, IV, HS, KA27-28, KW, PA20-49, PA60-78, PH17-26, PH30-44, PH49-50, ZE

CC Non-Mainland Delivery Costs (2pm Cut Off) - Mobile
  • CC Non-Mainland Delivery Costs (2pm Cut Off) - Mobile
Please note that unfortunately there is a weight limit of 29 kg per order for all orders to Northern Ireland, Isle of Man, Isle of Scilly, and the Channel Islands. We apologise for any inconvenience.

International Deliveries

Unfortunately, we are unable to ship goods internationally.

BFPO Deliveries

Unfortunately, our couriers do not deliver to British Forces Post Offices (BFPO) or HM Forces PO Box addresses

Free Deliveries

Free Standard Delivery is eligible for all Mainland GB orders £35 and over. Mainland GB does not apply to the Scottish Highlands & Island, Northern Island and the Channel Islands.

We may also periodically run Free Delivery promotions via our e-mail subscriber list and social media pages. To redeem, please ensure that 'Free Shipping' is selected as a delivery option.

Please Note: Our Free Delivery option may currently take up to 7 working days to arrive.

 

Late Orders

If an Express order is received later than expected (please see Mainland UK Exceptions above for some areas) then we will refund for the Express Delivery surcharge (£1)

For late Express orders that are over £35 where shipping is paid, we will refund the full £4.99 paid (this is because there is no added surcharge on top of £35 standard orders - as they benefit from Free Delivery) 

 

Returns

If you wish to return unwanted products from your order The Craft Company is happy to refund you on the return of any item(s), providing they are new (unused), and complete in all original packaging. 

You must contact us within 14 calendar days of receipt of your goods and return the item within a further 14 days of contacting us. If the goods are faulty or not fit for purpose then the cost of return postage will be refunded. In all other circumstances, the return postage costs are payable by the customer.

In order to return goods, please email info@craftcompany.co.uk with details of your name, contact phone number, order number, date of order, items to be returned and the reason for returning. When returning goods to us, please enclose a copy of your invoice along with details of which items are being returned and the reason for returning. We will then process a refund for the goods unless stated otherwise.

Please Note: Customised or personalised items are excluded from this and cannot be returned. Due to food safety concerns, ready-made cakes are not subject to return unless considered faulty or not fit for purpose.

 

Cancelling an Order

You have up until 14 days after delivery to cancel an order. You can cancel your order prior to processing for shipment and we will refund the full cost of the order, including any shipping costs.

However, we aim to process orders as quickly and efficiently as possible. Therefore, we cannot guarantee that you will be able to cancel an order before it has been processed for shipment. Crucially, we advise that you call our customer services immediately on +44 (0)345 5651700 to notify us of a cancellation.

Orders that have been dispatched can still be cancelled. You can arrange the return of a cancelled order (at your own cost) and upon receipt of the goods, we will refund for the goods and the cost of our standard outward shipping service (£3.99)

Alternatively, you can either refuse delivery of the order, or we can arrange for collection of the order. In these instances, upon receipt of the goods, the cost of the return delivery (£3.99) will be deducted from the order refund.

 

Damages

In the unlikely event that you receive a damaged product The Craft Company will be very happy to refund you or offer a replacement.

Please email info@craftcompany.co.uk on the day of delivery with details of your name, contact phone number, order number, date of order, and a photo of the damaged goods. When returning goods to us, please enclose a copy of your invoice along with details of which items are being returned and the reason for returning. We will then process a replacement / refund for the goods unless stated otherwise.

Please Note: Customised or personalised items are excluded from the regulations and cannot be returned. Due to food safety concerns, ready-made cakes are not subject to return unless considered faulty or not fit for purpose.

 

Online Dispute Resolution

At The Craft Company, we try our best to deliver great customer service. If there is a problem with your order, or any of the above processes then please see our contact us page to speak with us directly about any problems you may have, and we will resolve your issue ASAP.

Alternatively, you can visit the EU Online Dispute Resolution (ODR) platform to raise a dispute: https://ec.europa.eu/consumers/odr

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