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We aim to make the processing, delivery and handling of your orders as quick and painless as possible at prices that reflect our actual costs. To make our delivery and refund process as fair and simple as we can, there are some procedures that we follow.
If you experience problems with our delivery or refund process, please get in touch and we will try our best to make things work for you.
We go to some lengths to ensure that our catalogue and shopping basket reflect the current levels of our stock. Occasionally, we may make a mistake and an item from your order may be out of stock. If this should happen, we will contact you to ask whether you would like an alternative item or a refund.
We aim to pick and dispatch your order within 1 working day. Orders placed during very busy periods, weekends and bank holidays may take longer.
During the current Coronavirus situation we will continue to use First Class Post whilst the postal service is available but please note the current Post Office information as there may be delays to delivery.
We use Royal Mail First Class for the majority of our deliveries. For international or very large orders we may use other carriers.
For delivery within the UK, we price our delivery according to the value of your order. Our delivery rates are outlined below :-
Please note that we cannot deliver to PO Boxes.
For larger deliveries, please ensure that you sign for your delivery. Should you miss a delivery the carrier will usually leave a card with collection or redelivery information. If your package should be returned to us we will refund the cost of your order minus the postage.
United Kingdom deliveries
Orders are usually delivered within 1-2 working days from dispatch. Orders up to £14.99 attract a delivery charge of £1.90. Orders over £15.00 are delivered free. This also applies to BFPO deliveries.
Austria, Belgium, Bulgaria, Switzerland, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Ireland, Iceland, Italy, Liechtenstein, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden
Orders are usually delivered within 3-5 working days from dispatch & attract a delivery charge of £6.00 up to 500 gm. This generally covers most order however we may request an additional payment if orders exceed this weight limit by more than 25%.
North American deliveries
United States & Canada
Orders are usually delivered within 3-7 working days from dispatch & attract a delivery charge of £11.00 up to 500 gm. This generally covers most average orders, however we may request an additional payment for larger orders.
Cancelling or changing your order
If you would like to cancel your order, please get in touch with us immediately. If your order has not been dispatched, we will happily cancel your order and make a full refund.
If you would like to change your order, please get in touch immediately. If your revised order is of the same value as your original order, we will amend your order prior to dispatch. For amended orders of a value different to your original order, please contact us by telephone or email and we will assist you to proceed. Alternatively you can cancel the original order and place a new order advising us in comments that this is a replacement order, we will then refund the payment on the first order in full.
Please note that we cannot cancel or change orders once they have been dispatched.
Returns & refunds
We will refund all orders for up to 14 days from delivery. After this time we will only offer replacements for purchases that are damaged/faulty, or refunds on a discretionary basis. Where no replacement can be made, due to stock depletion, we will offer you a refund. Please note some items are not eligible for refund i.e. cut lengths, please check the appropriate product page for clarification.
If you are unsure whether your purchase will qualify for a refund, please contact us to discuss the matter before sending any goods.
If you are returning items to us, please ensure that you :-
- Include a copy of the packing slip indicating which items are being returned, the reason for the return and whether you would prefer a refund or replacement.
- Wrap your items carefully and securely. If returned goods are damaged due to poor packaging, and cannot be returned to stock we reserve the right to withhold the refund.
- Post your items to us ensuring the appropriate postage is paid and obtain free “proof of postage”. Failure to pay the correct postage on the return item may result in the post office not delivering the package to our business address, and therefore we will be unable to offer a refund. Please note that all packages containing beads will need Large Letter Postage as a minimum.
- Please note that we will not refund the delivery portion of any orders, except where goods are damaged or faulty and cannot be replaced.
Once we receive your returned items, we will issue the appropriate refund or send replacement at the first available opportunity. Due to delays within banks, refunded monies may not reach your account immediately. Refunds will be made via Paypal for card payments and by cheque for postal payments.
Whilst we are happy to accept the return of unwanted items within the above guidelines, due to the high cost of postage consideration should be given to the cost of returning small packs against the possibility of using them in a future project.