Returns Information

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We really hope you enjoy your whole shopping experience with Craftasmic.co.uk and therefore in the unlikely event that you are not 100% satisfied with one of your purchases and you feel the need to return it back to Craftasmic you can follow one of the simple situations below.

 

Some of my order is missing or damaged.

Should you be unfortunate to receive damaged goods, please retain all relevant documentation & packaging so that we can make an insurance claim against the carrier's insurers. Then please contact us within 72 hours detailing the damage and we will endeavour to resolve the problem. Please have your order number and details ready, as this will help us track your order more efficiently.  You may be asked to email photos of the damage so that we may look to resolve any damage either by replacement or a full or partial refund depending on the damage and item in question.  Should it be agreed you need to return the item to us first you will be issued with a Returns Number and sent an email detailing the return and included in the email will be a FREEPOST returns address label, meaning you don't even have to write a label or pay the postage upfront!

I have an unwanted item I’d like to return.

All orders are backed by our 14 day no-quibble money back guarantee if you are not 100% satisfied with any of our products. Please contact us via one of the methods outlined on our Contact Us page for any support in sending the item/s back within 14 days of delivery; however our automated returns system is very easy to use.  

On placing an order with us you will be able to view your order details within your accounts page under 'My Orders' and track it's progress to dispatch.  Upon dispatch of your order you will then be able to choose 'Return Order' from the 'My Orders' page and choose which item/s you need to return, fill in the reasons why and then submit a digital returns request.  This will notify us of your request and to expect a return from you in the post; we will also send you an email for your records.  We've made it really easy for you to do this with as few steps as possible so you can purchase from us without any worries.

You can return goods you have ordered from us for any reason at any time within 14 days of receipt for a full refund or exchange. We do not charge a restocking fee however customers are responsible for any postage for returning unwanted goods (this doesn't include damaged or incorrect items). Upon receipt of the goods we will give you a full refund of the original amount paid for the items (excluding any forms of delivery of us sending the goods to you) as soon as possible. However, if you wish to exchange your item/s, we will be delighted to send out any newly exchanged items free of charge.

The products must be returned unused and in their original packaging, suitable for re-sale. The right to return the goods to us will not apply in the event that the product has been used. You must obtain a free proof of posting from Royal Mail which can be used to make a claim if the goods are lost or damaged in transit or send the item/s back via a recorded service for higher value goods. Please see our full Terms & Conditions and Help Guide for further information and details regarding Returns.

PLEASE NOTE THAT RETURNS ARRIVING BACK TO US WITHOUT ANY NOTIFICATION IN ADVANCE WILL SLOW DOWN THE RETURN PROCESS FOR YOU. PLEASE USE THE ABOVE AUTOMATED PROCESS TO NOTIFY US OF A RETURN OR MAKE CONTACT WITH US FIRST VIA EMAIL OR PHONE SO WE CAN ALLOCATE A RETURNS NUMBER TO YOU.

My item has developed a fault.

We offer the peace of mind that should any product develop a fault within 30 days of delivery you may be entitled to a replacement or a refund should it be found on return to us that the item has developed a fault.

If you believe you have a fault with your item, you should contact us first and we will endeavour to resolve the problem. Should it be agreed you need to return the item to us you will be issued with a Returns Number and sent an email detailing the return and included in the email will be a FREEPOST returns address label. On receipt of the returned item we will inspect the product or pass it on to the manufacturer's technical support team to investigate the fault, and will notify you of the outcome of our/their fault finding. Should the item be found to be faulty we will replace the item and send you the new replacement at no additional cost to you.  If a replacement item cannot be provided or you would prefer a refund we will refund the cost of the item to you.

The provisions of our Returns Policy do not affect your statutory rights.