FAQs

HOW DO I PLACE AN ORDER?

Simply browse through our online shop and add to the basket any items you wish to purchase.  Once you have finished your selection, click on checkout.  You will then be asked to submit your details and complete your order.  Please note that orders containing including 12″ x 12″ scrapbook papers must have a total value of over £10 (not including postage) due to p&p costs.

Crafters’ Palette accept payment via PayPal.  Through PayPal, we can accept Visa, Mastercard, Visa Debit, Maestro, Credit and Debit cards.  All transactions will be in Pounds Sterling (GBP).

Once your order has been placed, you will receive an email to confirm your purchase, and again when your order has been sent.  Please allow at least 3 days for delivery.

For more information, please see Terms and Conditions.

If you have any queries about placing an order, please contact us.

WHY DO I NEED TO ENTER MY EMAIL ADDRESS?

We use your email address to contact you about your order, and inform you as to its progress.

WHICH FORMS OF PAYMENT DO YOU ACCEPT?

Crafters’ Palette accept all payments via PayPal, a payment system that we have chosen for its proven online transaction security.  Through PayPal, we can accept Visa, Mastercard, Visa Debit, Maestro, Credit and Debit cards.  All transactions will be in Pounds Sterling (GBP).  If you experience problems with entering your payment details, please contact us.

HOW DO I USE A PROMOTIONAL CODE?

If you have a promotional code, you can enter this at the ‘Basket’ page, before placing your order.  Click the “Coupon Code” box, type in your code and then click “Apply Coupon”.  Any discount that is applicable will then be applied to your order.

Please check the conditions of your code – if it does not work on your order, it may be because an item in your shopping bag is excluded from a promotion or that the code has expired.

Unless otherwise expressly stated in the terms and conditions for a particular promotional code, promotional codes cannot be combined and cannot be used in conjunction with any other offer/discount.

For more information, please see Terms and Conditions.

CAN YOU DELIVER TO AN ADDRESS OTHER THAN MY BILLING ADDRESS?

Your delivery address does not have to match your billing address.  You can choose where you’d like to have you order delivered i.e. home, work, or a family member’s address.  Please enter these details at the Checkout.

WHY HASN’T MY ORDER ARRIVED?

If your order has not arrived within the timeframe specified on your Invoice, please try the following:

  • Track your order to check your order’s status. Orders that have been completed are on their way in the post.
  • Check your Invoice to ensure that we have your correct delivery address and contact details.
  • If you were out at the time of delivery, the delivery driver will have left a card to tell you where your parcel is i.e. at the post office, signed for by a neighbour or left in a safe area such as a shed, garage or porch.

If your parcel has been despatched, but you have not received your purchases within 10 days of placing the order, please contact us.  We will reply as quickly as possible and will do our best to locate your parcel.

For more information, please see Terms and Conditions.

HOW DO I TRACK MY ORDER?

You can track your order by using our Order Tracker.  Simply type in your Order Number (this can be found on your Invoice), and click ‘Track’.   Please note that completed orders are on their way in the post.  Please contact us for further information.

AM I ABLE TO AMEND MY DELIVERY ADDRESS?

We are unable to change the delivery address of a parcel once the order has been placed.

AN ITEM IS MISSING FROM MY ORDER. WHAT SHOULD I DO?

Check your Packing Slip first to see a list of the exact items that should be included in your parcel. If something is listed but is not in your parcel, please contact us.

For more information, please see Terms and Conditions.

AN ITEM IN MY ORDER IS DAMAGED. WHAT SHOULD I DO?

If you should receive faulty or damaged goods, please contact us within 24 hours of receipt to arrange return of the item.  We can then organise a replacement or refund once the item has been received by Crafters’ Palette.  Please note that we cannot replace or refund items if we have not been informed within 24 hours after delivery.

When returning goods we recommend that you obtain receipt of postage from the Post Office as proof of postage.  Postage for returned goods will not be paid for by Crafters’ Palette.  We cannot be held liable for the loss of returned goods in transit.

For more information about returning goods, please see the Terms and Conditions.

CAN I CANCEL MY ORDER?

As a consumer, you have the right to cancel the contract formed with us when you purchased products on the site.  You can cancel the contract for any reason and at any time within the cancellation period.

Please note that this cancellation right does not apply to any personalised products, any products made to your specifications, or other products which we have specified as non-returnable.

For more information, please see Terms and Conditions.

HOW DO I RETURN AN ITEM?

Please send returned goods to the following address:

Crafters’ Palette, Pemberley, 4 The Street, Sporle, King’s Lynn, Norfolk PE32 2EA

You have 90 days from the dispatch date to return full-price items to us for a refund.  Sale items must be returned within 14 days from the dispatch date for a refund.  Unless an item is faulty, unwanted items need to be returned in a re-saleable condition.  Please keep all original packaging, and return the items undamaged.

When returning goods, we recommend that you obtain receipt of postage from the Post Office as proof of postage.  We cannot be held liable for the loss of returned goods in transit.  Please note that postage of returned goods will not be paid for by Crafters’ Palette.

We will send you an email to let you know when we have received any returned item(s). If after 10 business days we have not been in touch, please contact us.

For more information, please see Terms and Conditions.

HAVE YOU RECEIVED MY RETURNED ITEM(S)?

We will send you an email to let you know when we have received any returned item(s). If after 10 business days we have not been in touch, please contact us.

DO YOU SELL GIFT VOUCHERS?

Yes we do!  Crafters’ Palette Gift Vouchers are available in £5, £10, £20, £50 and £100 denominations, and can be used against any online purchase (excluding postage costs).  To buy vouchers, please click here.

For more information, please see Terms and Conditions.

I’M HAVING TECHNICAL PROBLEMS – WHAT SHOULD I DO?

Please contact us and we will be glad to help.