Help Guide

Don’t worry, we're here to help….

It’s very easy to find your way around Craftasmic.co.uk and we’ve worked hard to make things as intuitive as possible. However if you’ve got any questions about our online store or how to use it’s various features you’ve come to the right place. Below you’ll find some of the more frequently asked questions and our answers…

How do I order?
Where do you deliver to?
What delivery services do you use?
What are Craftasmic’s delivery charges?
What forms of payment do you accept?
Can I pay over the phone?
I have a discount code, how do I use it?
How do I contact Craftasmic?
How do I create an Account?
How do I log into My Account?
What's a Craftasmic Wish List?
What are Craftasmic Loyalty Points?
What can I do if I have a question about a product?
How can I share product information with my crafting friends?
What do the RRP prices on your site represent?
The item I want is out of stock; can you tell me when it’s back in?
What happens if some of my order is missing or damaged?
What do I do if I’ve changed my mind about an item I've ordered?
My item has developed a fault, how can you help me?
I'd like to leave a review, how can I do this?
Does Craftasmic recycle?
How safe is shopping online with Craftasmic?
Do you sell Gift Vouchers online?
How do I redeem a Craftasmic Gift Voucher?
How long are Gift Vouchers valid for?
Can I order Gift Vouchers at the same time as other Craftasmic products?
What happens if I don’t spend the total value of my Gift Voucher when I redeem it?
What are the Terms & Conditions for Gift Vouchers?

 


 

How do I order?

Firstly welcome! If it’s the first time you’ve shopped with us using our online store then you’re in for a real treat!

Shopping with us is easy and secure. Just use the main navigation bar across the top of our page to explore all our main categories of crafting goodies. Inside each category will be further groups of products to help you find just what you are looking for. You can also use the search facility to find the product directly if you know what it’s called, or even use a part number! Or, maybe you just want to search for everything we have which is linked to Butterflies, in which case just type into the search box ‘Butterflies’ - easy! You can also browse the store using our ‘Shop by Brand’, ‘Special Offers’ & ‘New Products’ or even by ‘Collections’, such as all of Sue Wilson products across the whole store as one collection.

When you find what you want just click ‘add to basket’ and the items will go into your shopping basket.

When you are ready, click on one of the 'Checkout' buttons and enter your details into the form.

Finally, choose how you would like to pay - Craftasmic lets you pay using most major credit or debit cards securely online as well as Paypal, Amazon Payments and even over the phone, if you would prefer to talk to us regarding your payment.

We will send you an email to confirm your order details, and another one when your order is packed and sent out to you. You can also track the progress of your order from Your Account.

Don’t forget, if you have any questions, we’re only an email or a call away!


 

Where do you deliver to?

We offer FREE Crafty Super Saver Delivery on all orders over £20 and just £2.95 for order values £20 and under to all UK postcode addresses even including The Channel Islands. So we DO deliver to the Highlands & Islands of Scotland, Northern Ireland, Isle of Man, Isles of Scilly, Isle of Wight & The Channel Islands with a FREE delivery option! We don’t currently ship outside of the UK, however we will be looking to allow other crafters further afield to start enjoying ordering from us in the future, so check back soon!


 

What delivery services do you use?

Craftasmic currently works mainly with Royal Mail & DPD Local to get your crafting goodies to you. They are both a very efficient & reliable delivery service.

We work with Royal Mail for all our smaller, lighter orders and use DPD Local along with a Tracked 24hr service from Royal Mail, to look after our customers who choose our Speedy Next Day Delivery service when ordering before 1pm.   Please click here to find out more about our Speedy Next Day Delivery with DPD Local Predict Service.

Sometimes we will work with other delivery couriers to help us get items to you in a timely manner.  You will notice that you have the option to leave us a note regarding any additional delivery instructions during your check-out process.  Wherever possible we will pass these details onto the delivery provider.  Please be aware that it may not always be possible for the delivery provider to carry out your request and we apologise for this in advance should this be the case.  The delivery provider will always ensure that parcels are only left if they consider it secure and safe to do so.


 

What are Craftasmic’s delivery charges?

The level of service we offer is very important to Craftasmic. We have worked hard to offer you a number of different effective & reliable delivery options based on your location and to best suit your needs.

Crafty Super Saver Delivery: FROM FREE!

  • We offer FREE Crafty Super Saver Delivery on all orders of £20 and over and just £2.95 for order values under £20. We offer this delivery service to all UK postcodes, this includes customers in the Highlands, Islands, Northern Ireland & The Channel Islands all able to benefit from our FREE service.  Orders are typically delivered in 3 to 7 working days (Monday to Friday, not including public holidays). Orders placed with Crafty Super Saver Delivery are typically sent using Royal Mail post.

Priority Post Delivery: £3.95

  • Priority Post Deliveries normally arrive in 1 to 3 working days (Monday to Friday, not including public holidays). Orders are typically sent using Royal Mail first class services, larger orders may be sent via our Courier. These items are prioritised and dispatched the same day if ordered before 3pm.

Speedy Next Day Delivery Service: From £6.95

  • Speedy Next Day Delivery orders are sent by DPD Local or Royal Mail Special Delivery service and normally arrive the next working day (Monday to Friday, not including public holidays). They will not normally require a signature on delivery. Order before 1pm Monday to Friday for same day dispatch. Orders placed after 1pm or at the weekend will be dispatched on the next working day. (Note that if you order after 1pm for Speedy Next Day Delivery on a Thursday, that is effectively a Friday order, and the order will not reach you until Monday, Tuesday for bank holidays). Remote locations, which include areas of Scotland, The Channel Islands and Northern Ireland typically take 48 hours with this service & very remote Islands can take up to 72 hours.  Please see our UK Delivery Zone map below to determine which Zone your delivery address will fall into.  This will give you a clearer picture of your likely delivery time, service and cost for our Speedy Next Day Delivery option.   Please click here to find out more about our Speedy Next Day Delivery with DPD Local Predict Service.

 

Interlink Express Zone Map of UK

 


 

What forms of payment do you accept?

Craftasmic accepts payment from Paypal, Amazon Pay and most major credit and debit cards. You can be assured that purchasing from us is safe. All of our card transactions are processed securely by Sage Pay.


 

Can I pay over the phone?

Of course you can, although our online systems are extremely secure and easy to use you can still choose to pay by phone.

Once you have finished your shopping with us go through to checkout and choose ‘Pay by Phone’. On doing this your order will be completed and you will be taken to a Payment page with your order number and the phone number to call to make payment over the phone. Just quote your order number and the Craftasmic team will help you with the rest and process your payment, it’s easy! You will also be sent a confirmation email with all these details to help you make contact with us.

We will only be able to reserve your items for up to 1 working day without payment, until we receive payment for your order we cannot continue processing it onto dispatch and secure your items beyond 1 working day. So please keep in mind that if paying by phone your order time will be when you make payment; this can affect delivery time scales and in-store click and collect dates if you are not timely in calling us with payment. Phone payments can be made during our normal store opening hours.

We may record calls for training or monitoring purposes.


 

I have a discount code, how do I use it?

Once you have finished shopping and go through to checkout you will clearly see a voucher code box at the top left of the screen. Just make sure you enter your valid code into the box and click ‘apply discount’. That’s all there is to it to save even more on top of our regular great prices!

We will take your code and apply any of the special discounts, savings or offers linked to the code to your basket there and then for you to see on screen. We will also list your ‘active discount code’ at the top of the basket so you know it’s applied on your purchase.

If there are any problems with the code, a message will appear on screen explaining what’s wrong. Promotional codes do not apply to Sale products and you can only use one promotional code or voucher per transaction. If you need to contact us, don’t forget we’re only an email or call away to help you out.


 

How do I contact Craftasmic?

It’s easy, just go to our Contact Us page for full details. 

We may record calls for training or monitoring purposes.


 

How do I create an Account?

It’s simple. Click on the ‘Register’ link at the top right hand side of the home page.

If you already have an account then you can just login, but if you’re a new customer click on ‘Register’ and a form will appear for you to fill in your details.

Once you have filled in the relevant fields, you will need to choose a password (and confirm the password) and click on the ‘Continue’ button.

Done! Your account is now created and every time you log in, you can have complete access and control over your account information, including your details and changing your password (in ‘My Details’, ‘My Addresses’), your past and current orders (in 'My Orders'), products you have added to your wishlist (in ‘My Wishlist’), any product reviews you have given (in 'My Reviews') and you can manage your newsletter subscriptions here too (in ‘My Newsletters’).

Please note that by using Pay with Amazon or Paypal Express via the Craftasmic Store you are checking out in an express way as a guest and will not have your order allocated to you account with Craftasmic.  If you wish to allocate your oder under your account for progress tracking you will need to Login to your Craftasmic Account via the top right 'Login' link visable on all our pages first before choosing to 'Pay with Amazon' or 'Paypal Express'.


 

How do I log into My Account?

Once you have created an account, you can log into it when you visit the site by clicking on the ‘Login’ link at the top right hand side of each page (above 'Your Basket'). Enter your email address and password in the boxes provided then click on the 'Log In' button. This will lead you to the 'My Account’ summary page.

You can also log in as part of the checkout process once you have placed goods in your basket and wish to proceed with your order.

Logging out is just as easy. To log out of your account, simply click on the ‘Log Out’ link at the top right hand side of each page.

Please note that by using Amazon Pay or Paypal Express via the Craftasmic Store you are checking out in an express way as a guest and will not have your order allocated to your account with Craftasmic.  If you wish to allocate your oder under your account for progress tracking you will need to Login to your Craftasmic Account via the top right 'Login' link visable on all our pages first before choosing 'Amazon Pay or 'Paypal Express''.


 

What’s a Craftasmic Wish List?

We can’t always have everything we need straightaway, unfortunately! But we can always wish for it….Having lots of crafters on the Craftasmic team we understand how important it is to keep track of these goodies you've found which you really really want!! It may be a perfect matching embellishment for your latest project or the newest crafting tool; well, you can keep track of it all right here in your Wish List which is linked to your account.

When you’re on a product page and logged in just click on the ‘add to Wish List’ button to add the item directly to your list. You can even add a note to the item to remind you why you need it! Your Wish List will be kept safely on your account for you to look at at any time you want and once you’re ready to purchase items from it, you can even add them straight to your basket directly from your Wish List.

Now, I wish I could have……


 

What are Craftasmic Loyalty Points?

Craftasmic Craft Points are our very own Loyalty Points Scheme available to anyone shopping with us!  They're a great way of treating yourself to some further savings and best of all it costs nothing to start saving points with us.  All you need is a Craftasmic Account, which is easy to set up by `Registering', and to start shopping with us.  Always keep a look out for special offers, loyalty point events, bonus days and lots of other fun and exciting ways you can gain even more craft points for your account.   The best bit comes when it's time to spend them and you save money off your purchase!  Take a look at our 'Loyalty Scheme' page for further details.

Please note that by using Amazon Pay or Paypal Express via the Craftasmic Store you are checking out in an express way as a guest and will not collect Loyalty Points.  If you wish to collect our money saving Loyalty Points you will need to Login to your Craftasmic Account via the top right 'Login' link visable on all our pages first before choosing 'Amazon Pay' or 'Paypal Express'.


 

What can I do if I have a question about a product?

Ask away! It’s easy to contact one of the Craftasmic team whilst you’re browsing our site. If you’re on the product page of the item you have a question about, you will see an ‘ask a question’ button. Click on the button and fill in the form that appears. Your question will be whisked away direct to one of the Craftasmic gurus who will endeavour to answer your question within the hour (during normal opening times).


 

How can I share product information with my crafting friends?

We’d love you to share your findings on our site with your friends which is why you can alert a friend via email to a product you like! Simply click on the 'Bookmark and Share' button on the product page. This will bring up a pop up box and by clicking the 'Send Email' button, an email containing details of the product will automatically be set up ready for you to send to your friend.

You can also share a product with friends using the other share options within the ‘Bookmark and Share’ link. You can do this via Facebook, Twitter and other social network sites - just click on the ‘Bookmark and Share’ button to see different options. You can also share the product socially and ‘Like’ directly from the social buttons on the product page.


 

What do the RRP prices on your site represent?

The RRP is either the recommended retail price sourced direct from the manufacturer or an average, based on price sourced from other well known Internet sites or stores. Where an RRP is not listed next to a product this is because the item is not readily available or the item does not hold a commonly recognised RRP pricing.


 

The item I want is out of stock, can you tell me when it’s back in?

We can! If an item is currently marked as unavailable, depending on the item, we may give you the option to ask us to send you an email once it’s back in stock with us. That way you’ll never miss out! To let us know you would like an email sending just click the ‘email me when in stock’ button under the product price and fill in your details in the box that appears. As soon as the item's in stock again you’ll be the first to know!


 

What happens if some of my order is missing or damaged?

Firstly we are very sorry that this rare occurrence has happened. Should you be unfortunate to receive damaged goods, please retain all relevant documentation so that we can make an insurance claim against the carrier's insurers. Then please contact us immediately 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.  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.


 

What do I do if I’ve changed my mind about an item I’ve ordered?

That’s ok, we want all our of customers to be 100% satisfied with their purchases so all orders made through Craftasmic.co.uk are backed by our 14 day no-quibble money back guarantee if you are not 100% satisfied with any of our products.  

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 and fill in the resons 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 of the item/s excluding any delivery costs. 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). All returns should be sent to:

Craftasmic Ltd
Unit 7A Ryelands Business Park
Bagley Road
Wellington
Somerset
TA21 9PZ

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.

The products must be returned unused and in their original packaging, suitable for re-sale. Please see our full Terms & Conditions as some items can’t be returned (e.g.magazines, opened CD’s, DVD’s). Upon receipt of the goods we will give you a full refund of the amount paid for the items as soon as possible less our original delivery costs if the order qualified for and took advantage of free delivery and would no longer qualify if the value of the items you are keeping is lower than our current free ‘Crafty Super Saver’ delivery threshold. However if you wish to exchange your item we will be delighted to send out any newly exchanged items free of charge. 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 back via a recorded service for higher value goods.


 

My item has developed a fault, how can you help me?

It’s unfortunate but sometimes it happens. We can offer you the peace of mind that should any product develop a fault within 30 days of delivery you may be entitled to a replacement should it be found on return to us that the item has developed a fault. Most faults can be sorted over the telephone; they may not be faults, sometimes it is getting used to using a new item or using items incorrectly. We may ask you to email or telephone the manufacturer direct, who have technical teams to deal with the issues raised.

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 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 the new replacement to you at no additional cost to you. If a replacement item cannot be provided you will be refunded the cost of the item.


 

I’d like to leave a review, how can I do this?

If you have purchased a product from Craftasmic.co.uk we would love to hear your feedback on it. To do this, visit the product page and click on the grey 'Write a review' button.

Click on this to reveal a short form in which you can give the product a star rating (from one to five stars), input your name (it need not be your full name) and email address, and write a short review. Your name will be displayed on the review, but your email address will not. To help prevent SPAM, you will need to enter the anti-spam text that appears at the bottom of the form and then click on 'Submit review' to send your review to the site Editor. All reviews will be published unless they are of an offensive nature or are requests for information.


 

Does Craftasmic Recycle?

We don't like seeing our waste go to waste! We’re all concerned about the environment, and Craftasmic is no different. We do lots of things to make little and big differences to help minimise the impact we have on our local and much wider scale resources. It’s not just about recycling, we reuse as well. All of the good quality packing and boxes we receive from our manufacturers is reused as much as possible to protect your purchases during transport. Here at Craftasmic we are now recycling or reusing approx 90% of our waste. Take a look at our Recycling Statement for more details.

Please recycle your boxes if possible - you never know, it just may end up being made into another box which brings you your next Craftasmic purchase!


 

How safe is shopping online with Craftasmic?

To answers the question quickly, very safe! For those of you who would like to understand a little about the levels of security and how we work with Sage Pay here’s a more in-depth look at our security online.  

Craftasmic are certified as PCI DSS Merchant Compliant by Security Metrics, our approved Payment Card Industry Data Security Standards assessor. Click here to view our PCI DSS Certificate of Compliance.

You can also shop in the safe knowlege that on any page where you are entering personal details, such as you account page, login page or shopping basket our site is secured with 256-bit encription by AlphaSSL.  SSL activates the padlock on web browsers - indicating to you that the connection to the website is secure.  Click here to view our Active SSL Secure Site Profile Certificate.

All transaction information passed between www.Craftasmic.co.uk and Sage Pay’s systems is encrypted using 128-bit SSL certificates. No cardholder information is ever passed unencrypted and any messages sent to our servers from Sage Pay are signed using MD5 hashing to prevent tampering. You can be completely assured that nothing passed to Sage Pay’s servers can be examined, used or modified by any third parties attempting to gain access to sensitive information. Once on SagePay’s systems, all sensitive data is secured using the same internationally recognised 256-bit encryption standards used by, among others, the US Government. The encryption keys are held on state-of-the-art, tamper proof systems in the same family as those used to secure VeriSign's Global Root certificate, making them all but impossible to extract. The data is extremely secure and SagePay is regularly audited by the banks and banking authorities to ensure it remains so. Sage Pay’s systems are scanned quarterly by Trustwave which are an independent Qualified Security Assessor (QSA) and an Approved Scanning Vendor (ASV) for the payment card brands. Sage pay is also audited annually under the Payment Card Industry Data Security Standards (PCI DSS) and is a fully approved Level 1 payment services provider, which is the highest level of compliance. Sage pay are also active members of the PCI Security Standards Council (SSC) that defines card industry global regulation. Sage Pay has multiple private links into the banking network that are completely separate from the Internet and which do not cross any publicly accessible networks. Any cardholder information sent to the banks and any authorisation message coming back is secure and cannot be tampered with. Sage Pay is controlled by Iris Scanners, which are the latest and most precise biometric security devices available for identification. As used by; chemical plants, airports, police stations, prisons and other facilities where security is paramount. No one can enter or leave the building without a valid security pass. All employees at Sage Pay are Criminal Records Bureau (CRB) checked prior to employment and no unauthorised individual has access to or is able to decrypt transaction information or cardholder data. Their systems only allow access to their most senior staff and only in extenuating circumstances (such as investigations of Card Fraud by the Police). All transaction information and customer card information is secure even from Sage Pay employees.


 

Do you sell Gift Vouchers online?

We do! Craftasmic Gift Vouchers are perfect for birthdays, Christmas or to just say 'Thank You'. So if you want to give someone an introduction to the joys of crafting, or you are looking for the perfect gift idea for a dedicated crafter, Craftasmic's Gift Vouchers are an ideal solution.

Just search our site for ‘Gift Vouchers’ to find the item, choose the value of the vouchers you would like to give and then continue to the checkout. You will be prompted at checkout for an email address for the recipient of the voucher so that we can send it directly to them for you on the date that you choose. You will even be able to add a personal message to wish them a Happy Birthday, or thank them for looking after the cat!

The recipient will receive an email containing the Gift Voucher from you on the date you have chosen for it to be sent, therefore meaning that you can do this at any time and not have to remember to on a certain date! They will be able to see your personal message, the voucher value and we also provide instructions to let them know how they can use the voucher on our online store. All Gift Vouchers will expire 1 year from issue.

Please note: if only purchasing gift vouchers you will not be charged any postage.


 

How do I redeem a Craftasmic Gift Voucher?

Redeeming your Craftasmic Gift Voucher is easy - simply follow the steps below:

  1. Browse our online store at Craftasmic.co.uk
  2. Select the items you wish to order using your shopping basket.
  3. In the checkout you'll see a box that says 'If you have a voucher code, enter it here'.
  4. Enter your voucher code into the box and click the 'Apply Discount' button.
  5. The value of your voucher will be deducted from the total order value at checkout. If your order total is larger than the gift voucher value, then the outstanding balance will need to be paid for using a credit or debit card.

If your Gift Voucher value is more than the cost of the total order value then the amount left will remain on your personal Gift Voucher code. (i.e. A gift voucher with a value of £50 used on a total order value of £45 will leave you with £5 left to spend on your voucher code). So you can use the same gift voucher code again in the future to use all the amount up and not lose out. Just remember what you have spent on it so far so you know what you have left to spend.


 

How long are gift vouchers valid for?

All Gift Vouchers are valid for one year from the date the recipient receives them (the date the person purchasing the voucher choses to have it delivered). The expiration date is printed onto each emailed voucher to remind you.


 

Can I order gift vouchers at the same time as other Craftasmic products?

Yes, Gift Vouchers can be ordered alongside your other items. So if you’re a crafter buying for yourself and wanting to purchase a Gift Voucher at the same time for a crafting friend you can do just that!


 

What happens if I don't spend the total value of my Gift Voucher when I redeem it?

Don't worry. The remaining amount will be transferred back to your Gift Voucher Code and will be available to be used during the valid period on future orders until it has all been spent, so you don't need to spend it all in one transaction.


 

What are the terms and conditions for Gift Vouchers?

  1. You cannot use Gift Vouchers to pay for other Craftasmic Gift Vouchers.
  2. Gift Vouchers will expire 1 year from the date chosen to send to the recipient.
  3. Online Gift Vouchers can currently only be redeemed at our web store, not in-store.
  4. Each Gift Voucher has a cash redemption value of 0.001p and is not transferable or assignable.
  5. The outstanding balance of an order that is partially paid for using a Gift Voucher must be paid for using a credit or debit card.
  6. Our normal terms and conditions for making purchases when using our web site apply.