Customer information

Delivery

A little creativity, delivered to your door. UK delivery is a flat £3.80 for orders under £50, with free delivery on orders of £50 or more.

We aim to dispatch shop orders within 1 working day. Dispatch is when your parcel leaves us, rather than its arrival date. Please check the delivery estimate at checkout and allow time for the carrier to deliver.

For bulk orders or bespoke designs, we will agree a production and dispatch timeframe with you before you order. If you are shopping for a particular occasion, please get in touch first so we can discuss your deadline.

Returns & refunds

If your order arrives damaged, faulty or with an error caused by us, please email contact@craftmag.co.uk, ideally within 14 days of delivery, so we can help promptly. This reporting request does not limit your statutory rights.

Include your order number (or other proof of purchase), the item concerned and as much detail as possible. Clear photographs of the item and packaging, where available, help us understand the problem. We will explain the next steps and provide return instructions.

Faults or mistakes on our part

You normally have a 30-day right to reject faulty or misdescribed goods for a full refund. Rights to a repair, replacement or other remedy may continue after this period. We cover reasonable return costs where the goods are faulty or we have made an error. Refunds due for rejected faulty goods are made within 14 days of agreeing your entitlement.

Personalised and bespoke pieces

Items made to your specifications or clearly personalised cannot normally be returned simply because you change your mind. Your rights if an item is faulty, not as described or incorrectly made by us still apply. Please check names, spelling and other personalisation details carefully before ordering.

Non-personalised items

For eligible online purchases, tell us within 14 days of delivery if you wish to cancel, then return the goods within a further 14 days. No reason is required. You pay return postage for a change of mind. We refund the goods and standard outbound delivery for a full-order cancellation within 14 days of receiving the return or evidence it has been sent back, whichever is earlier. A deduction may apply for handling beyond what is needed to inspect the goods.

Nothing in this policy affects your statutory consumer rights.