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Customer Service Directory

 

Customer Service is at the heart of our business. If you need to get in touch, please note that emails are normally answered the same day (up to 9pm) Monday to Friday and on weekends and Bank Holidays we answer within 24 hours. If you need to get in touch with us urgently, please telephone Customer Service on 0161 484 5888 (9am-3pm) Monday to Friday.

Shipping & Delivery

You can choose from a range of shipping options to suit your project deadline, as you checkout. Each delivery service states the expected lead time for delivery and associated cost. If your order has not arrived within the estimated time frame, or you have experienced a problem with your delivery, please contact enquiries@craftmill.co.uk.  We do not have facility for customers to collect from our premises - all items must be ordered online and delivered via mail/courier.

Privacy & Security

You can shop with confidence in the knowledge that we are fully complaint with all UK legislation relating to online data protection and payment processing.

You can select your preferred method of payment during checkout. Goods can be paid for online via the the SagePay Online bank (using your debit or credit card) or using your PayPal account.

SagePay and Paypal are world-class, secure online payment portals for card payment authorisation, removing any concerns you may have about purchasing using your card or account online. We do not have any access to details which are provided by yourself to these banks. Our site uses SSL certificates to offer secure communications by encrypting all data to and from the site.

Craftmill Ltd is committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998 & subsequent revisions thereof). We collect information about you for three reasons: to process your order, to provide you with the best possible service and to assist in developing the sites content. We will not sell your details to any third party and we will give you the opportunity to unsubscribe / refuse any e-mails received from Craftmill Ltd which will ensure you do not receive unwanted communications. For details relating to the security of your payments, please refer to the payment section above.

Returns

If you change your mind and wish to return an item or to cancel your order, you need to contact us within 14 days of delivery. Email support@craftmill.co.uk to arrange - they will send you a simple form to print and put into your parcel.  You will be responsible for cost of posting the item back to us and need to keep a proof of posting for your security. 

If there is a problem with the product, for example a defect, or it clearly does not match the description provided on the website, please refer to our terms and conditions for more details or click here to email us with a photograph (preferably) to help us to resolve your problem fast!

Ordering

All orders should be placed via the online Internet shop.  You do not need to set up an account to place an order and so can simply begin shopping now. You have the option to checkout as a guest or to create and account when you are checking out. Creating an account allows you to track your order and will make your ordering faster next time you visit the site.

Craftmill.co.uk is open to all members of the public, schools, colleges, clubs and businesses in the UK including Northern Ireland and the Isle of Wight. If you live in the Channel Islands or any other UK Island, the delivery prices on this site do not apply and we would ask you to contact us for further information.  We also ship to Ireland, France, The Netherlands and Germany via our online shop.  You can checkout online in the normal way if you live in those countries and delivery is by surface mail if your items weigh under 2kg or by DPD courier if your parcel weighs 2kg to 30kg

Schools and other educational establishments may be eligible to open an account for orders over £50.

Please refer to our full Terms and Conditions for further information. If you require help with placing your order, please email customerservice@craftmill.co.uk or telephone 0161 484 5888 (Monday to Friday 9am-3pm)

Payment, Pricing & Promotions

Please refer to our Terms and Conditions for full information. Should you require a bulk quotation please contact sales@craftmill.co.uk

Viewing Orders

To check the progress of your order, you can Login to your Account at any time and view the status. If your order has not arrived within the estimated time frame, please contact enquiries@craftmill.co.uk.

Updating Account Information

If you wish to permanently change your personal telephone number, email or delivery address, or any other aspect of your contact details, please login to your account to do so. You can name a new delivery address during the checkout process on each order. If your order has already been processed and you need to change these details before your goods are shipped, please telephone Customer Service on 0161 484 5888 (Monday to Friday 9am-3pm) or email enquiries@craftmill.co.uk.

If you are having trouble logging into your account and need us to reset your password, please email enquiries@craftmill.co.uk