Terms & Conditions
Terms and Conditions of Purchasing From Craftmill Ltd
Prices and Payment
All product prices include UK VAT at the appropriate rate. We do not automatically refund VAT to exempt locations. Prices are valid for the duration of the time that they are displayed on the webshop and promotional discounts may be limited to stock availability on an item. Coupons or discount codes are valid for a fixed period of time which is stated at the point that they are issued. If a discounted item is returned for a refund, it will be processed at the original price charged on the customer's invoice at the time of purchase.
Craftmill.co.uk authorises you to view and use the photographs on this site solely for your personal use. The content of this site such as text, graphics and images, are protected by copyright under both UK and foreign law. Unauthorised use or copying of the materials on this site and any leaflets or literature issued with products may violate copyright and trademark laws. Copying of our product design is also forbidden.
Delivery prices are calculated by parcel size, weight, country and postcode as you enter those fields at checkout.
Secure Online Credit/Debit Card Payments
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.
Other Payment Options
Should you not have a credit or debit card, we also accept cheques (over £10) and postal orders.
Alternatively, if you are having difficulties paying online, you may choose to complete your order by telephoning customer service on (0161 484 5888 Monday to Friday 9am-3pm).
Schools and educational establishments may be eligible to open a credit account for orders over £50. Please contact us with your requirements.
Please quote your order number in any conversation or correspondence.
Many of our items display bulk discounts. If you require a large quantity of any item, please do not hesitate to request a quotation by contacting us.
The delivery charges on the website are set up for mainland UK, Northern Ireland and the Isle of Wight.
We do not ship to the Channel Islands or other UK Islands and any orders received from these locations will be cancelled and refunded.
Our webshop is not set up to deliver small orders to Eire, but if you require bulk quantities of any of our products, please contact us by email and we will provide a full quotation for palletised delivery.
Economy and Standard Delivery
A choice of delivery services is offered as you checkout and estimates of delivery dates are provided with each service. The delivery costs are based on the total approximate packed weight (or in the case of polystyrene, volume) of the items in your basket.
Economy Delivery takes approximately 3-5 working days and 1st Class Delivery takes approximately 1-3 working days. These delivery windows are approximate and not guaranteed. If you need your goods for a tight deadline please choose Express delivery as that is a priority guaranteed service. You can be assured that orders are normally despatched from our warehouse the same day if you pay by 12 noon, Monday to Friday, excluding Bank Holidays. Delivery costs are based on the weight of the total items in your shopping basket.
Please allow more time for your delivery in the peak pre-Christmas period or during periods of extreme weather, when Royal Mail deliveries can take a little longer than normal to arrive in some areas. Please note we are not liable for any losses experienced due to an order arriving after the estimated delivery date.
Urgent Express Delivery
If you have an urgent deadline, please choose Express Delivery as this is a guaranteed service. If you pay before 12 noon, your order will be delivered the following working day (Monday to Friday) between 8am and 6pm to all mainland postcodes. If paid after 12 noon, you will receive your goods one day later (Monday to Friday). The only exception is for Northern Ireland and the Scottish Highlands, Express Delivery is a 48 hour service so if you ordered on a Monday before 12 noon, it would arrive on Wednesday. After 12 noon would arrive on Thursday. Please note, Express Delivery is not available to the Channel Islands or the Isle of Man. Craftmill Ltd is not liable for any losses which may arise from a delivery being delayed in arriving.
A refund of delivery charges will not be made if a delivery date is missed due to instances which are out of our control such as extreme weather conditions.
If you require timed Express delivery services, please contact our helpline on 0161 484 5888 Monday to Friday 9am-3pm.
Important information regarding Non-delivery Surcharges
In the event of attempted delivery of an item by Royal Mail or courier, a calling card with be posted through the letterbox of your home if you are not in. It is your responsibility as the customer to make contact with the telephone number provided on this card to rearrange your delivery within the time stated on the calling card. Contact must be made at the earliest opportunity to avoid the parcel being returned to us unclaimed as this may result in redelivery charges being applied to your order.
If you have already placed your order and need to contact us about a problem with delivery, please email email@example.com or if you need an immediate answer please call 0161 484 5888 (9am-3pm Monday to Friday).
Limitation of Liability
Craftmill do not accept liability for any damage to property or possessions, loss of earnings or physical injury which may arise in the use of our products or in the late delivery of our orders. Instructions are normally provided with each item as part of the packaging or as an accompanying sheet and where this is not available, they can be provided on request. We always advise conducting a test when using an item for the first time, before applying a product to an important project. The customer must take full responsibility for covering their clothing and work surfaces to avoid damage from using any product and take care when opening packages to ensure no leakages have occured due to damage in transit. Children should be supervised at all times by an adult when using any product purchased from our store.
Contract Obligations and Stock
To purchase any of the items on our website, add the items to your shopping basket and proceed through the checkout process. Following payment, you will receive an e-mail confirming the details of your order.
A contract is deemed to have been agreed/completed between Craftmill and the purchaser, at the point that the order is physically shipped by courier or mail to the customer. Until that point, either party may decline to proceed with the order and either party may instigate a refund of the order if the decision is taken to not proceed.
Should an error occur on the site in terms of pricing point or product, Craftmill are not obliged to supply the goods at the stated price and will cancel and refund the order in full.
All items offered on our website are subject to availability. We monitor sales and stock levels very closely. Very occasionally, due to unexpected high surges in demand, we will be out of stock of a product but rarely for more than a few days. Normally this will not affect the expected delivery date as we always upgrade the postal service on any delayed item when it comes back into stock to ensure we meet our delivery estimates. If we cannot deliver on time for any reason, we will contact you quickly to offer you alternative product options or a refund.
During peak sales periods we may occasionally sell out of an item and if the stock cannot be replenished by our distributor, at that point we are not obliged to fulfil the order and will instead offer alternative products or we may offer a refund. We will always get in touch promptly to discuss this. We recommend that you do not advance sell products without having your stock in place to fulfil it first!
Please note we reserve the right to refuse supply to any abusive customer or to a known competitor. We also reserve the right to limit the amount of stock that any individual may purchase so that we can ensure we meet the needs of our wider customer base.
Cancellation and Returns
You may cancel your order by telephoning 0161 484 5888 (9am-3pm monday-friday) or emailing firstname.lastname@example.org before the item has been despatched. If you do so, you will be refunded in full.
If your order has been shipped and you have been supplied with the correct goods - which accurately match the details advertised on our site - but you have changed your mind and do not wish to keep them, you have the right to cancel your order within 14 days of receiving your order. Please contact us at email@example.com to discuss the return of the items and to receive a simple printable returns form to enclose within your parcel. Goods which arrive back in fully saleable condition within 28 days of purchase will be eligible for a full refund of the original product costs. You will need to pay for your return postage charges unless the item is defective. Please keep a proof of posting for your records.
Goods should be checked within 7 days of you receiving them for defects. All damages/defects must be reported within 7 days of receiving your order. Defects reported outside of this date may not be refundable/exchangable. If your product is damaged or defective, for speed, please email a photograph to us by clicking here. You need to ensure you have arranged to return the goods or for us to collect them in the case of damage or defect, within 7 days of you receiving the goods.
A handling charge of 10% of your order value may apply to any items returned without prior agreement as a returns form must be enclosed with your parcel to ensure a smooth returns process that does no incur labour costs.
You are under a duty to take reasonable care of the goods to ensure they are repackaged safely for reposting in order that they are returned to us in a saleable condition. The goods must be returned at your expense using Royal Mail and we would recommend for your own protection that you use a recorded delivery service.
All items are quality checked before leaving our premises and have been tested extensively by our team.
Craftmill may cancel any order and refund up to the point at which the order is physically shipped for the reasons stated in our Terms and Conditions.
Non-Receipt of Order
Any claims of non-receipt of an order must be notified within 28 days of the recorded despatch date. Please notify any non-delivery or late delivery by contacting us at firstname.lastname@example.org. For any delivered order, any shortages or missing items must be reported within 7 days of receipt of the order.
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.
Third Party Links
To provide increased value to our users, we may provide links to other websites or resources for you to access at your sole discretion. You acknowledge and agree that, as you have chosen to enter the linked website we are not responsible for the availability of such external sites or resources, and do not review or endorse and are not responsible or liable, directly or indirectly, for (i) the privacy practices of such websites, (ii) the content of such websites, including (without limitation) any advertising, content, products, goods or other materials or services on or available from such websites or resources or (iii) the use to which others make of these websites or resources, nor for any damage, loss or offence caused or alleged to be caused by, or in connection with, the use of or reliance on any such advertising, content, products, goods or other materials or services available on such external websites or resources.
We aim to exceed your expectations in all areas of customer service. In the event of a complaint or problem regarding the goods or services supplied, please contact us :
Email customer service at email@example.com or telephone us with your complaint on 0161 484 5888. Our normal office hours are Mon-Fri from 9am-3pm. We will always rectify any problem to your full satisfaction.
These Terms and Conditions do not affect any of your statutory rights.
Craftmill Ltd is VAT registered. VAT number 923114167
UK Registered Company. Registration number 6422859
Federation of Small Business Membership Number 2142984