Shipping & Returns
  • Same day dispatch for orders placed before 3pm (UK time) Monday to Friday (excludes Bank Holidays).
  • Express delivery is £2.95 and is dispatched via Royal Mail or Courier at our discretion. This is a 1-2 day service
  • Free delivery is offered on orders over £25 and is dispatched via Royal Mail or Courier at our discretion. This is a 2-3 day service. UK Mainland only.
  • Courier delivery is available on all UK Mainland orders at £5.95 and is dispatched on a 24hr next working day service.
  • Heavy and/or oversize items are not included in the free delivery offer. Items classed as heavy or oversize will be indicated within the product description. These Items will be dispatched via next day courier at a cost of £4.95.
  • Orders to be shipped to locations other than mainland UK may be subject to a postal cost surcharge.
    Europe: £15
    Rest of the World: £25

Please Note: Courier deliveries will only be made on working days.

Unable to make delivery

Courier Delivery (DHL or City Link)

All parcels dispatched via courier are sent on a 24hr or 48hr service. Couriers will make 2 attempts to deliver your order before the parcel is returned to the depot. If they are unable to deliver your order you will be notified by a card left at the premises detailing how to arrange collection or re-delivery of your order. Items which are not claimed within 5 days will be returned to us and a fee of £9.95 will be payable for re-delivery.

It is the customers responsibility to ensure their address and postcode is correct and someone is available to receive the order. This is a signed for service and packages can not be left by the courier without a signature.

Royal Mail

Delivery's made via Royal Mail will be dispatched on either the first class or second class service depending on your shipping option. Items which are too large to fit through your letterbox will be returned to the sorting office if there is no one available to accept delivery. Royal Mail will leave a 'Sorry you were out' card detailing how to arrange re-delivery or collection. Items held for collection and not collected will be returned to us after 3 weeks. A fee of £2.95 will be payable for all items that require redelivery at this time.

Delayed or lost items

Depending upon the delivery service that we have used, we shall follow their procedure for delayed, damaged or lost items.

Royal Mail

Royal Mail states that compensation claims for lost post cannot be made prior to 15 days after despatch. We therefore will only send out replacement orders or issue a refund after 15 days from the date of posting should your order not arrive or is found to be damage or items missing as a result of Royal Mail handling. It is at the discretion of Creative Making whether a replacement order or a refund is sent.

Backorders

Whilst we endeavor to ensure that our stock levels are accurate we may on occasions contact you to advise of out of stock items which may affect your order. We shall give you the option to either part ship your order, with the missing items to follow on at no extra P&P cost. Or a refund for the items not available. We will always try to contact you to discuss the options available, however if this is not possible by default we will part ship your order. On you packing slip we shall indicate the item(s) that are to follow.

Returns and Cancellations

Simply check the relevant category below for details of how to return your item and send us an email. We will issue you with an Returns Authorisation Code - or contact you first if we need to.

All products returned to us will be thoroughly checked by our Returns Department and only then will a refund, replacement or exchange be authorised and processed. Returns are usually processed within 7 working days of receipt. A refund will be made in the same form of payment that was used to make the initial purchase. You will be responsible for the cost of returning unwanted goods. We will refund the returns postage for faulty/incorrect items.

To help you return an item, we have developed some simple and easy to follow guidelines:

Faulty item received:

If the item you received is faulty please email us (returns@creativemaking.co.uk), quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.

If you return an item because of an error on our part, or it is defective, we will happily refund your costs in returning it to us (please enclose a copy of your postage receipt when you return the item so that we can process your refund). Your original delivery charge will also be refunded if you are returning the whole order and you have requested a refund for the goods. The complete item(s) (including all parts, accessories, instructions and packaging etc) should be returned where possible. You have the right to return a faulty item within a reasonable period of time.

Item damaged in transit or incorrect item received:

If the item you received has been damaged in transit or you have received an incorrect item, please email us (returns@creativemaking.co.uk), quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.

If you take delivery of a package and the contents have been damaged in transit, or we have sent you an incorrect item, you can return it to us (complete item/s, including all parts, accessories, instructions and packaging, etc.) within 30 days of receipt for an exchange. We will happily refund your costs in returning it to us (please enclose a copy of your postage receipt when you return the item so that we can process your refund).

Change of heart:

If you are not completely satisfied with your purchase please contact us via email (returns@creativemaking.co.uk) within 7 days of delivery, quoting your order number, your name and address, details of the product and the reason for return. We will then contact you to arrange the return of the goods. Please note that the item or items must be returned to us in perfect, re-saleable condition (including all parts, accessories, instructions and packaging etc) within 30 days of receipt. The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.

You are responsible for any other service provided to you in connection with your purchase, e.g. gift wrapping and returns postage.

 
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