Frequently Asked Questions

Do you have a shop that is open to the public?
No, Crafty Trimmings is an online shop only via this website and eBay.

How do I pay for my order?
All online payments are securely processed by PayPal and I do not have access to your card details at any time.
PayPal accepts: MasterCard, Visa, Maestro, Visa Electron, Solo, American Express and Direct Debits. You do not need a PayPal account to pay.
You can also pay by bank transfer or postal order. Please contact me if you would like to pay by either of these methods.

How will I know you have received my order?
You will receive an email confirmation of your order. If you do not receive this please check your junk folder. If you have registered an account you will be able to view your order by logging in.

I've changed my mind, can I cancel my order?
Yes, under the Distance Selling Regulations you have a 14 day cooling off period during which time you can cancel your order. Please send your request via the contact form quoting your order number, name and address. To cancel the order you must give notice within 14 working days from the day after you take receipt of the goods. Confirmation of cancellation will be sent via email and a full refund issued within 30 days. Once you have cancelled the contract you have a legal duty of care to look after the goods. You must return the goods within 14 days as described in the returns policy.

Do I have to set up an account?
Creating an account is entirely optional, you do not need one to shop on Crafty Trimmings. However, if you are likely to place more than one order by creating an account your name and address details will be stored as well as details of previous orders. You will be able to view the status of your orders.

Do you post parcels overseas?
Yes to select countries, please select your country from the drop down box at the checkout. Ebay orders will only be posted to EU countries.
Please note: International deliveries may be subject to customs charges and taxes which are the responsibility of the customer.

How is my order shipped?
Parcels will usually be sent by Royal Mail and occasionally courier depending on weight. High value orders may be sent by Recorded Delivery and will require a signature on delivery. Overseas orders will be posted using Royal Mail Airmail.

How much will delivery cost?
Please see the delivery page for the current postage charges.  Second class delivery is free on all UK orders over £5

I need my order urgently.  Do you do next day delivery?
Guaranteed Next Day Delivery can be selected at the checkout but your order must be received by 12pm for same day dispatch. This delivery method will require a signature on receipt.

When will I receive my order?
In stock items are usually posted within 1 working day of cleared payment and your parcel should be with you within 1 to 2 working days for first class delivery and 2 to 5 working days for second class delivery.
Overseas delivery times vary depending on the country but usually take 5 to 10 working days. A dispatch notification will be emailed to you when your order has been posted.

What happens if my parcel doesn't arrive?
If your order has not arrived within 15 working days please check with your local sorting office. If your parcel is not at the sorting office then please contact me quoting your name and/or order number and I will either refund or replace. If parcels are returned as 'undelivered' additional postage will be charged to resend the goods.

Do you accept returns?
Yes, if you are not entirely happy with your purchase you may return your order within 14 days of receipt. Please include a note with your order number, name and address and reason for return in your parcel. I advise you to obtain proof of posting and to send goods adequately insured as I cannot be held liable if they are lost or damaged in the post. On receipt of goods I will issue you with a refund including second class delivery charges provided goods are in an unused, re-saleable condition and in their original packaging. I reserve the right to refuse returns after inspecting the goods. Return postage costs are the responsibility of the customer and are non refundable unless the goods are faulty.

Can I exchange an item?
No, I do not offer an exchange service. You will need to return the unsuitable item for a refund and then place a new order.

What if something I ordered is faulty or damaged?
Occasionally goods may be faulty or damaged in transit. If this is the case please contact me within 48 hours of receipt of the goods explaining the problem and providing photographic evidence. A refund (including return postage costs) or replacement will be issued upon receipt of the faulty goods. If you do not contact me before returning faulty goods postage charges may not be refunded.

If your question is not answered above please contact me.  I aim to reply to all messages within 24 hours.