Help & Advice
Craft Superstore provides a comprehensive online help area designed to make your shopping experience as straightforward as possible. To save you the time of contacting us for those simple queries, we have covered the most common questions that our customers have when ordering and using our website.
Q1How do I place an order with Craft Superstore?
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Shopping with Craft Superstore is simple. Locate the items you would like to order with our easy to use search tools. Once you have found the items you require, just place them in the shopping basket and proceed to the checkout. Remember we have no minimum order charge. You will be required to enter your contact and delivery details before choosing your method of payment. Your payment details will be coded by our secure server and once payment has been accepted you will receive confirmation via email. You will be sent a further email once your order has been dispatched.
Q2Can I place my order by phone or email?
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To keep costs to a minimum, we prefer to accept orders online. If you have specific problems ordering online, please contact us by email and we will do our best to help.
Q3Can I pay for my order by cheque or postal order?
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At the present time, we are unable to accept payment by cheque or postal orders
Q4How do I cancel my order?
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If your order has yet to be dispatched, we will cancel your order and refund you in full. If your order has been dispatched, you can cancel your order in writing or by email within 14 days. Craft Superstore offer a 14-day, no quibble money back guarantee if you are unhappy with your goods for any reason. All we ask is that they are returned unused and unopened in the original packaging.
Q5How will my order be delivered?
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Depending on the size and value of your order, we use a combination of Royal Mail and Courier to deliver our orders. Your parcel may require a signature. Please see the shipping and delivery section for further details.
Q6Do you have a mail order catalogue?
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To keep product costs to a minimum, we do not produce a mail order catalogue. Our extensive website is easy to navigate and is much more up-to-date than a printed catalogue.
Q7Do you have a minimum order value?
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We do not have a minimum order value, but we recommend ordering more products than you may immediately need to cover the standard £2.95 post and packing charge.
Q8I only have a small order; do I still have to pay £2.95 P&P?
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To make the P&P process as simple as possible, we have calculated the average cost of delivering goods to our customers. We make the same small charge irrespective of size of order. Orders over £40 excluding P&P will be delivered free of charge.
Q9I am local to your warehouse, can I collect my order?
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You can collect your order from our warehouse by prior arrangement. Please include the words 'COLLECTION' in the delivery instructions, then e-mail us to arrange a convenient time to collect. We will refund your postage charge once you have collected your order.
Q10When will I receive my order?
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We aim to dispatch all orders within 1 working day, but this time may increase during busy periods. We will notify you by email if there are any unexpected delays in the dispatch of your order.
Q11I have not yet received my order. What should I do?
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Delivery by Royal Mail should take around one or two working days from the date of dispatch. Deliveries by Courier will normally be delivered within 48 hours from the date of dispatch. Please contact us by email if you have not received your order within five working days after the date of dispatch.
Q12I've ordered something that's out of stock. What are the alternatives?
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Our aim is to keep all products in stock, but occasionally items may be unavailable due to supply problems. We make out of stock items invisible on the website and it will therefore not normally be possible to order an item that is out of stock. On the rare occasion that an order for an out of stock item has been placed, we will offer the option of a refund, alternative product or placing a backorder for the items.
Q13Can I add to an order I have already placed?
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It is not possible to add to an order once it has been processed and accepted online. If there are other products you require, why not place an additional order which will be delivered free of charge if the value exceeds £40, excluding P&P