Delivery & Returns

Delivery

Our delivery rates are calculated on an order value basis. All standard deliveries are delivered by Royal Mail on a second class service (3 to 5 working days), express services are 1st class (1 to 2 working days) and our next day courier option (order before 1.30pm) is delivered by TNT (1 working day).

All available delivery options for your order can be selected at the check-out and if you order before 1.30pm Monday to Thursday and 11.30am Friday, your goods will be dispatched the same day.

Delivery Options & Rates

Please note: both standard and express services could be affected by public holidays and busy periods, please allow sufficient time for your goods to arrive for your project deadline. Delivery times cannot be guaranteed and no delivery services are available on bank holidays.

Our next day courier service does not include weekends or bank holidays and this service to the Channel Islands, Isle of Man and Isle of Wight is 2 working days. Please be aware that our Express Delivery service is not available in the Scottish Isles and those who are situated within the Isles of Scilly should make contact before making payment for our express services.

*All delivery time estimates are subject to you placing your order before 12pm Mon to Fri, however if it is after 12pm and you need the products urgently – give us a call and we will always do our best to help you.

Delayed Orders

In the unlikely event that you have not received your order, please call our Customer Services team with your order number to hand on 01484 487522. Our offices are open Monday to Friday from 9am until 4.30pm. If you require assistance out of these hours, please email us at: helpme@artandcraftfactory.co.uk – your order reference number can be found within your order confirmation email.

Please note that although unlikely, any delays following dispatch of your order to Royal Mail or 3rd party couriers are out of our control. In the very unlikely and rare case of a lost or failed delivery, we will always assist you to resolve the issue in any way we can.

Returning, Changing or Cancelling Orders

As a distance seller, we have an obligation to ensure that your rights as a consumer are met, by offering sufficient services to cancel, return and refund you for unwanted goods.

Changing or Cancelling an Order

As a buyer you have the right to cancel your order from the point the order is placed, right up until 14 days after your goods have been received – your goods do not have to be returned within this time period.

In most circumstances it is not possible to make changes to an order, once it has been placed.

• If you want to purchase more products, these will have to be put on a new order.
• If you would like to remove items from your order, change the delivery details or cancel it all together, please call our Customer Service team on 01484 435055.
• If you contact us to cancel an order after it has been dispatched, please follow our returns procedure.
• All cancelled orders will receive confirmation by email.

Returns, Refunds & Your Rights

As a buyer you have the right to cancel your order from the point the order is placed, right up until 14 days after your goods have been received – your goods do not have to be returned within this time period.

Damaged Goods

• Damaged goods or items that do not appear as initially described can be returned and will be issued a full refund or a replacement – please let us know which you would like by filling in the returns form.
• The cost of the return carriage for damaged goods will be paid for by us, please contact us to arrange return carriage for these items on 01484 487522.
• If the exterior packaging is damaged on arrival, please notify the delivery person, ourselves and wherever possible take photo evidence.
• Refunds for returns will be processed within 14 working days of us receiving the returned item(s), or providing proof of return (for example proof of postage from the Post Office). Refunds will be made using the original payment method the order was initially placed with.

Unwanted Goods

• Unwanted goods can be returned in their original unused condition for a full refund (exc initial carriage charge), please print and fill out our returns form and put it in your return parcel.
• The cost of return carriage for unwanted goods is the responsibility of the buyer.
• Refunds for returns will be processed within 14 working days of us receiving the returned item(s), or providing proof of return (for example proof of postage from the Post Office). Refunds will be made using the original payment method the order was initially placed with.

Please ensure:

• Your returns are packaged well and are secure.
• You take care of goods and do not use them if you intend to return them.
• You send your return promptly after your order is cancelled, or faulty goods are reported.
• You include all original packaging within your return wherever possible.

Where to send it:

E-Commerce Returns,

Art and Craft Factory,

Quay Street,

Huddersfield,

West Yorkshire,

HD1 6QT