Here's some key information to cover questions you may have on your order......
P&P Costs
Look out for our FREE delivery on selected items (you'll see a banner on the photo), otherwise UK p&p is £4.95 for 2nd class and £7.95 if you wish to upgrade to 1st class.
Timescales to make your order
As the vast majority of our products are handmade to order, timescales will vary between a matter of day,s up to 4 weeks. At quiet times of the year we are significantly faster, but in busy periods make time will be longer. Where possible we endeavour to provide information on expected make time either on the product , on email to yourself or here with our timescale information.
Our current make time on handmade items is as stated on the actual listing you are purchasing OR if not stated 2 weeks.
Delivery Timescales
UK items are generally mailed with the Royal Mail. Services used for 1st class payments are Royal Mail 24 and for 2nd class Royal Mail 48. Our 1st class service aims to deliver within 1 to 2 working days and our 2nd class service within 2 to 3 days. This is a stated aim of the Royal Mail and we cannot be held responsible for any delay in delivery. On occasion large or heavy items will be dispatched via courier, with the same aims in delivery schedule.
Overseas customers should contact us for information on delivery timescales, based upon their location.
Customer Mistakes
We care about your order and whilst responsibility sits with the customer to ensure spelling is correct and the instructions/listing details are read and complied with, we understand mistakes happen. If you realise you have made a spelling error, or missed off some information from your order, please contact us asap. We will endeavour to help you with the amends you need, although please consider if you leave it too long and the order completes, this won't always be possible.
Damages/Faults/Lost In Post
We want you to be happy with your purchases.
So please check all items immediately upon receipt.
If an item arrives damaged or is faulty please inform us within 48 hours of delivery via email info@abbeyheadcrafts.com or you can call us . For any damaged goods we will require evidence of the damage and a declaration from you that they were damaged on arrival, we will then either refund you in full or try to replace the item for you. For faulty goods we will require details of the issue, you may then be requested to return the goods at our cost for inspection, with a full refund being issued within 14 days of receipt, or a replacement being dispatched on receipt of the faulty goods.
If for any reason you are unhappy with your purchase, or you have simply changed your mind and would like to return it, please contact us via email or phone within 14 working days from the day the item was delivered, stating that you wish to return an item. Please note that personalised or customised items may not be returned, unless they arrived damaged or faulty. Item/s must then be received by us within the following 14 working days. Within a further 14 days we will refund you for the item price, less any p&p costs incurred by us in mailing out, provided items are returned to us unused and in perfect condition with the original packaging. We will not pay any return postage for items where you have changed your mind, or unhappy with the purchase. Please note we do not give exchanges or refunds on items returned to us after 28 days of receipt.
When returning goods we recommend using registered post as we cannot be held responsible for goods that do not reach us. With the exception of faulty items, or error on our part, return postage cannot be refunded and refunds cannot be made until the goods have been received. Refunds can take up to 14 days from receipt of returned item/s. Where goods are returned by you in accordance with your rights, and in accordance with our returns policy, we shall credit the Payment Card with the appropriate amount.
Missing Items – UK
For items lost in post, you must report these to us within 7 days of our dispatch notification being sent to your email address, by contacting us on the telephone, or by email. Our items are sent by Royal Mail, or by a carrier and a proof of postage is retained in both instances. Items that have been signed for at your stated delivery address, or items that show as delivered to your address, or your neighbours address, will not be considered as lost in transit. Should your item have not arrived within 14 days of dispatch we will consider them as lost and ask you to complete a declaration of this and support us as needed with information for our own claim against the courier. A replacement item will be mailed out where possible, or a refund in full will be made to the card you initially paid on within 7 days. Should the item later arrive you are required to contact us to inform us of this and we will arrange to pay postage for it to be returned to us.
Missing Items – Overseas
Whilst the UK process remains the same, items should be reported as potentially missing with 14 days of dispatch and will be considered as lost in post within 28 days, unless the country to which we are mailing has a delivery time expectation in excess of 28 days.
Use of our products
Unless stated, all products sold on our website are ornamental gifts and not toys. As such our items are not suitable for children and should not be given to, or left in reach of, 0 to 3's. Items are ornamental and may provide choking hazards or may contain sharp edges.
Our products are often handmade and many are fragile, due care must be taken when handling the product and we cannot be held responsible for any damage incurred once the goods are in the possession of the customer.
