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FAQs


Don’t worry, we're here to help….

It’s very easy to find your way around our site, as 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 its 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?

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 is 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 Payments.  If you are based in the UK, you can also pay over the phone.

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 telephone 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 also ship to parts of Europe from as little as £3.99 and many International Countries with postage starting from £7.99. Please click here to see our European and International Order & Delivery Information for further details.

What delivery services do you use?

Craftasmic currently works mainly with Royal Mail, UPS & DPD Local to get your crafting goodies to you. They are all very efficient & reliable delivery services.

For UK postcodes, we work with Royal Mail for all our smaller, lighter orders and use DPD Local or UPS 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 2pm.  

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.

For European and International deliveries, we work with Royal Mail and UPS to bring your crafting goodies to you safely and securely using our Euro Priority Class delivery service, from as little as £3.99, and our Global Priority Class delivery service from £7.99.

What are Craftasmic’s UK 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.

All our delivery services are ultimately avaliable to you FREE based on your order value for all our UK and International customers!

Crafty Super Saver Delivery: FROM FREE!

  • We offer FREE Crafty Super Saver Delivery on all orders over £20 and just £2.95 for order values £20 and under. We offer this delivery service to all UK postcodes, this includes customers in the Highlands, Islands, Northern Ireland & The Channel Islands; all are 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

  • We offer FREE Priority UK Delivery on all orders of £75.00 and over and just £3.95 for order values under £75.00. We offer this delivery service to ALL UK postcodes, including the Channel Islands.  

    Orders are typically sent using Royal Mail first class services, larger orders may be sent via our Courier Service. These items are prioritised and dispatched the same day if ordered before 4pm.

Speedy Next Day Delivery Service: £6.95

  • We offer FREE Speedy Next Day UK Delivery on all orders of £100.00 and over and just £6.95 for order values under £100.00. We offer this delivery service to ALL UK postcodes.

    Speedy Next Day Delivery orders are sent by our preferred courier or Royal Mail Track & Trace service and normally arrive the next working day.  Order before 2pm Monday to Friday for same day dispatch. Orders placed after 2pm or at the weekend will be dispatched on the next working day (Note that if you order after 2pm for Speedy Next Day Delivery on a Thursday, that is effectively a Friday order, and the order will not reach you until Monday, or Tuesday if it is a Bank Holiday).  Remote locations, which include areas of Scotland, Channel Islands and Northern Ireland typically take 48 hours with this service & very remote Islands can take up to 72 hours. 

Super Speedy Before 10:30 am Delivery: From £9.99

  • Super Speedy Before 10:30am Next Day Delivery - orders are sent by our preferred courier to arrive before 10:30 am the next working day in mainland UK.  Order before 2pm Monday to Friday for same day dispatch. Orders placed after 2pm or at the weekend will be dispatched on the next working day (Note that if you order after 2pm for Speedy Next Day Delivery on a Thursday, that is effectively a Friday order, and the order will not reach you until Monday, or Tuesday if it is a Bank Holiday).  Remote locations, which include areas of Scotland, and Northern Ireland are outside of the regions of the UK where this service can be offered.

 Further information on UK delivery can be found on our dedicated UK Order & Delivery Information page.

What are Craftasmic's International 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.

Many of our delivery services are ultimately avaliable to you FREE based on the order value for our International customers!

European Priority Delivery Service: From £3.99

  • European Priority Delivery starts at just £3.99 for order values up to £14.99 and are sent using Royal Mail and UPS.  Order values of £15.00 and over are charged at £7.99 delivery. For order values £79.00 and over we will even ship your order for FREE!

  • Orders are typically delivered in 4 to 7 working days (Monday to Friday, not including public holidays).

European Premium Delivery Service: From £9.99

  • European Premium Delivery starts at just £9.99.  For order values £79.00 and over this premium service starts from just £3.99!

  • Orders are typically delivered in 2 to 3 working days (Monday to Friday, not including public holidays) sent via UPS.

Global Priority Delivery Service: From £7.99

  • Global Priority Delivery starts at just £7.99 for order values up to £39.99.  Order values of £40.00 and over are charged at £12.99 delivery. For order values £79.00 and over we will even ship your order for FREE!

  • Orders are typically delivered in 5 to 10 working days (Monday to Friday, not including public holidays).

Global Premium Delivery Service: From £11.99

  • Global Premium Delivery starts at just £11.99 for order values up to £39.99.  Order values of £40.00 and over are charged at £15.99 delivery. For order values £79.00 and over Premium delivery is from £19.99.

  • Orders are typically delivered in 2 to 3 working days (Monday to Friday, not including public holidays) sent via UPS.

Further information on international delivery can be found on our dedicated international order & delivery information page.

Can I purchase in a different currency?

Yes!  You can purchase from us in Pounds, Euros, American Dollars, Canadian Dollers and Austrailian Dollars and your total order price will be calculated for you when you checkout and enter your full postal address.

It's also easy to be able to change the currency on a product to see what the price is that you will pay.  If you are viewing our site on a full screen, then a '£' icon is displayed on the top right of the homepage, click onto the drop down arrow next to this and simply select your chosen currency. 

If you are viewing our site from a mobile device, then scroll to the bottom of the homepage and the currencies are listed across the screen, select which you want.  

Prices of all products you view will then be displayed for you in your chosen currency.

What forms of payment do you accept?

Craftasmic accepts payment from Paypal 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?

For European and International customers, we're afraid we do not have a pay by phone option.  Please be assured that our online systems are extremely secure and easy to use.  

If you have a UK postcode address you can 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 timescales 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 opening hours.

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 are backed by our 35 day no-quibble money back guarantee if you are not 100% satisfied with any of our products.  

Check our dedicated Returns Information page for full details of our easy free returns service!

If returning items, the products must be returned unused and in their original packaging, suitable for re-sale. Please see our full Terms & Conditions regarding items which cannot be returned (e.g.magazines, opened CD’s, DVD’s), and for further information regarding delivery costs.

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

Firstly we are very sorry that this rare occurrence has happened.  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 to track your order more efficiently.  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. If agreed you need to return the item to us you will be issued with a Returns Number.  On receipt of the returned items, we will then issue you a full refund or exchange. More information on our easy free 35 days return policy can be seen here.

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.  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 yourself. If a replacement item cannot be provided you will be refunded the cost of the item.

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 is in stock again you’ll be the first to know!

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 on 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. 

How do I create an Account?

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

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. Passwords must be at least 8 characters long and include a number, lower and uppercase letters.

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 as well (in ‘My Newsletters’).  Remember to log in before you place your orders with us as well, to gain reward points each time you spend!

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 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 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 (in the account icon). 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 order 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. You can even email it to a friend as a great gift idea!

Now, I wish I could have...

What are Craftasmic Reward Points?

Craftasmic Reward Points are our very own Reward Account 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 Rewards Account 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 Reward Points.  If you wish to collect our money saving Reward Points you will need to log into your Craftasmic Account via the top right 'Login' link, visable on all our pages, first before choosing 'Amazon Pay' or 'Paypal Express'.

Your Reward Points are valid for 1 year from the date they are added to your account.

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 use the social buttons on the product pages! 

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 prices 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.

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

If you have purchased a product from Craftasmic we would love to hear your feedback on it. To do this, visit the product page and click on the 'Write a review' box towards the bottom of the page.

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.  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 are reused as much as possible to protect your purchases during transport. Here at Craftasmic we are now recycling or reusing approximately 90% of our waste. Take a look at our Recycling Statement for more details.

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

Our Recycling Statement also contains additional information about all the materials we use to package your order safely and how you can recycle most if not all the materials sent.  You can even find your nearest recycling point for the materials in question!

We like to do our bit to help you to help us all....

How safe is shopping online with Craftasmic?

To answer 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.

You can also shop in the safe knowlege that on any page where you are entering personal details, such as your 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.

Our Payment Service Provider is Sage Pay (formerly Protx) – the largest independent payment service provider (PSP) in the UK and Ireland.

Sage Pay provides a secure payment gateway (Level 1 PCI DSS), processing payments for thousands of online businesses, including ours. It is Sage Pay’s utmost priority to ensure that transaction data is handled in a safe and secure way.

Sage Pay uses a range of secure methods such as fraud screening, I.P address blocking and 3D secure. Once on the Sage Pay systems, all sensitive data is secured using the same internationally recognised 256-bit encryption standards.

Sage Pay is PCI DSS (Payment Card Industry Data Security Standard) compliant to the highest level and maintains regular security audits. They are also regularly audited by the banks and banking authorities to ensure that their systems are impenetrable.

Sage Pay is an active member of the PCI Security Standards Council (PCI SSC) that defines card industry global regulation.

In addition, you know that your session is in a secure encrypted environment when you see https:// in the web address, and/or when you see the locked padlock symbol alongside the URL.

So when buying through our site, you can be sure that you are completely protected.

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 currently Gift Vouchers are only avaliable in pounds sterling (£) values at this time for the UK

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 code, enter it here'.
  4. Enter your voucher code into the box and click the 'Apply Code' 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 chooses 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. Gift Vouchers can only be redeemed at our web 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.