DELIVERY AND RETURNS
When can I expect delivery?
If you’re gifting, you can buy a Gift Voucher at any time and we’ll post the voucher out by first class post, usually within 2 working days, with instructions for how your favourite crafter can activate their subscription.
We make each limited edition craft kit to order.
When you join as a subscriber in any calendar month, your first box will be posted around the 14th of the following month and is expected to arrive with you 2-3 working days later (we use Royal Mail).
E.g., if you order during the month of January, your first box will be posted around the 14th February, and around the 14th of each month after that.
We use Royal Mail International Standard postage for those outside the UK which aims to deliver in 6-7 working days.
Where do you deliver to?
We currently deliver to the UK (postage included), to the EU for an additional £5.65 per box, or to New Zealand and Australia for an additional £11.10 per box.
We don’t currently ship to the US and Canada.
If you can’t select your country, email us at email@example.com and we’ll add you if we can.
Do I need to be home to receive my box?
The size of the materials in your box mean they won’t fit through your letterbox, so we recommend having it delivered to somewhere there will be someone in to receive it, like your work address.
What’s your returns policy?
As each monthly subscription box is made to order for you, we’re unable to accept returns for these items.
However, you are able to skip kits. We announce each kit around the middle of each month; if that month’s project doesn’t appeal, just let us know by the last day of the month (email firstname.lastname@example.org) and we’ll skip that one for you and refund the payment if you’ve paid already. You can skip up to 3 kits in any 12 month period.
You can also cancel your subscription at any time; once you cancel, no further payments will be taken. You’ll find more information on managing your subscription here.
OFF THE SHELF KITS:
For kits that have been sold in the Black Friday weekend sale or the ‘Buy a Goldwork Gingerbread Cottage’ kit (non-subscription) sold in December 2019, you can return the craft kit if you change your mind within 14 days of Christmas.
Please email us at email@example.com and we’ll reply to confirm the refund and the return address. Then send the unused kit to us in its original box within 14 days and we’ll refund your initial payment. You’re responsible for the kit until it arrives back with us, so we recommend getting a proof of postage from your post office.
What if something’s broken or damaged?
We pack every box with utmost care, but if anything is missing or has been damaged in transit, let us know by emailing firstname.lastname@example.org, and we’ll get a replacement out to you asap.
More questions? You’ll find the rest of our FAQ here.