Terms and Conditions

Non UK Customers
(Updated 25/11/2023 - Revision in UK delivery charges)

Customers outside the UK. Important if ordering from our website.

The UK and EU reached a trade agreement however there are still significant changes to how we now conduct business with EU countries. We have to fill in customs forms for all parcels leaving the UK. The country of origin (i.e. where the product was manufactured) is now more important.

Within the trade agreement between UK and EU for goods manufactured in UK/EU we don't expect additional tariffs to be levied. However we also sell product which is manufactured outwith the UK/EU  where tariffs may well be payable. You can check your own governments website to establish what these tariffs may be and if you would like to know where a specific product was manufactured just ask us. It is our understanding that tariffs (where payable) on craft goods are quite low (e.g. 3%) but if ordering from us it is your responsibility to check these for your specific country.
 
With effect from 1 January 2021 EU customers (in line with non EU customers) making purchases on our website are no longer charged UK VAT at the ordering stage.

Instead it will be your reponsibility to pay any sales tax on receipt into your country (this would usually have to be settled before the goods are released to you). In addition to the above there may also be duties or admin fees. These will be your responsibility.

There are also some products detailed below which we don't post outwith the EU. So please ensure these are avoided on our website. 

Not paying any fees due when the goods arrive in your country does not qualify as a valid reason for the goods not reaching you. Refunds will not be given in this case. 

See Returns/Refunds below for non refundable fees. 

If having placed your order you change your mind. You may have the opportinity to cancel before shipping. Not guaranteed, However for overseas orders we delay until 10am UK time the day after placing the order. To give you an opportunity to do so.

You can usually reach us by phone between 8.30am and 5.30pm UK time on 00 44 1835 870 419. Or drop us an email. IMPORTANT DO NOT TAKE AN EMAIL AS NECESSARILY A GUARANTEE THAT WE HAVE SEEN IT. WE WILL REPLY WHEN WE HAVE. The onus will be on you to successfully reach us if you would like to amend/cancel your order. If we haven't heard from you by this time (e.g because the email went into our spam and we didn't see it) we will process your order at which point it will be too late to make any amendments. If we have despatched the goods already we can't be held responsible for any cancellations/amendments as clearly it would be late to do so.

Orders

We will always endeavour to meet your order in full. We do our best to ensure that the stock levels on our website are correct. However there may be occasions when this is not the case and we may not be able to fulfil the order as quickly as we would like or at all.

If this occurs we will be in contact to provide an alternative solution or refund of the product(s) in question.

We would normally expect orders placed on a given day if placed before 12pm to be posted on the same day if a postal day (10am on Saturday).  The cut off  may be later. It depends on the Royal Mail collection time which varies. If we are particularly busy due to a significant new release on the same day we may take longer. Albeit if we have the items in stock (i.e if the order does not include pre-order items) it would be unusual (even in the event of a new release) for us not to post by the following postal day. For UK parcels these are all sent Royal Mail 1st class (Tracking information updated only after a delivery attempt has been made). For UK orders that exceed £70 we will absorb the cost and upgrade the delivery to a Royal Mail 1st Class Fully Tracked Service. If you would like to upgrade to this service and your order is less than £70, you can do so for £3.   Click Here and add the upgrade option to your basket. Applies to UK only. 

If your circumstances are such that you require delivery to take place before a given date we would strongly encourage you to speak to us first or drop us an email with your intended order and we can advise you if we anticipate any delays which may prevent this from happening. Note you do have the option of upgrading to a Royal Mail Tracked Service.  Our experience is that on average these are quicker in the the transit stage. 

We are happy to use an alternative delivery method if you meet the additional costs associated with this method.

We cannot be held responsible for any knock on consequences of the goods not arriving in a timely fashion to meet your date targets. We will however endeavour to keep you informed of any circumstances in our control to prevent your expectations not being met. This assumes you have advised us what your expectations are.

Current Postage Costs (last updated 25/11/2023)

Cost of postage will be added to your payment at the point of sale. This will be in line with the table below:

* Note VAT (currently 20%) is included in all the prices quoted on our website. If you are ordering from outside UK, no VAT will be charged by us on your order. (VAT will removed before the checkout stage). It is the responsibility of the recipient to pay any VAT/Duty/Admin fees/Tariffs that may apply when the goods arrive on delivery. 

*** Note if ordering outwith the European Union please avoid ordering liquid items, including paints, inks, ink pads, pens, waxes  etc. These will be refunded if ordered (less any fees we have incurred in the case of PayPal transactions as PayPal do not reimburse us). Certain other products are *UK ONLY*. These will be marked as such. 

****EU orders are now sent using Royal Mail's International Tracked Business Service

Payment Methods

We accept Paypal payment and also card payment by Visa, Mastercard on either of our secure online servers - we have a PayPal payment gateway and a WorldPay payment gateway.  Note if you would like to pay by Bank Transfer this is also possible. Although you should contact us in the first instance. We can accept payment by bank transfer in other currencies to our overseas demoninated bank accounts. Again if you would like to pay in another currency by bank transfer please let us know. This may delay despatch as the funds can in some instances take a few days to clear.

 

Discrepancies

Any problem relating to delivery/invoicing must be notified within 7 days. In the event of an item going missing, we are able to make a claim with the Royal Mail 20 working days after the date that the item was expected. At that time we would arrange a refund in relation to the missing parcel following written confirmation from the intended recipient that the parcel has indeed not arrived. 

Returns/Refunds

If you are not satisfied with your order for any reason please contact us within 7 days.

If you are asked to return a parcel when returning an item please use the original packing wherever possible. Please also obtain and retain a proof of postage from the post office, as we cannot accept responsibility for items lost in transit on return to us. You will require this in the event of any problems in transit. Unless the item is faulty you will be liable for the full costs associated with the return of an item of an item to us.Note also there are certain fees which we incur from our payments facilitators. These are not returned to us when a transaction is refunded and as such would not be refunded unless the goods were deemed faulty.

Privacy Policy and cookies

See our Privacy Policy and cookies page for details.  
 

Website Information

No promises and or representations of any kind, express or implied, are given as to the accuracy of any of the information contained within this website or as to the nature, standard, suitability or otherwise of any services offered by us or on our behalf.

We shall not be liable for any loss, or damage of whatever nature (direct, indirect, consequential or other) which may arise as a result, directly or indirectly, from the use of any information or material contained in this website.

We shall also not be held responsible for any consequential loss suffered as a result of our failure to fulfil any order.

The information and prices shown on this website are updated from time to time and therefore may have changed when you come to place an order. Whilst every effort is made to ensure accuracy, errors can occur. You are strongly advised to check all details of your order carefully at the point of order.

By placing an order with us we will assume that the above terms are acceptable to you.