Customer Service Directory


Customer Service is at the heart of our business. If you need to get in touch, please email [email protected] we aim to answer the same day (up to 3pm) Monday to Friday and on weekends and Bank Holidays will 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 [email protected].  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 your debit or credit card or using your PayPal account.

Payments by card are securely processed and protected by Paypal Card Services, which should remove 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.


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 [email protected] 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!


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.

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

Schools and educational establishments may be eligible to open a credit account for orders over £100. Please contact us with your requirements.

Payment, Pricing & Promotions

Please refer to our Terms and Conditions for full information. Should you require a bulk quotation please contact [email protected]

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 [email protected].

Updating Account Information

If you wish to permanently change your telephone number, 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 [email protected].

If you are having trouble logging into your account and need us to reset your password, please email [email protected]