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Help & Contact

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  • Can I get more information on a Product?

    If you require any additional information on any of the products on our website please email, or call our web team on 0800 970 9440 and they will try to provide you with all the information you require.

  • Is it safe to order online?

    Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your address, name and card details are encoded and encripted so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer. Security checks are also made on all payment, to ensure the authenticity of each card payment. No creditcard details are stored on the website but simply passed on to the bank at time of purchase.

  • What is 'Login and Pay with Amazon'?

    Login and Pay with Amazon makes shopping a little easier by allowing you to use your existing Amazon
    account information to pay for and have our items delivered to you.

    There is no need to remember multiple logins and passwords for multiple sites; all you need is your Amazon account information. You already trust Amazon when you shop online, so trust it when you shop on our site too. It’s a safe, secure, and convenient way to shop online.

  • Part of my order is missing?

    PLEASE NOTE IF YOU FEEL YOUR BOX IS TAMPERED WITH - OR LOOKS AS IF IT WAS OPENED AND RE-SEALED BEFORE YOU RECEIVE IT PLEASE REFUSE THE PARCEL AS THE COURIER WILL TAKE THE PARCEL BACK AT NO EXTRA COST TO YOU. 

    CLAIMS MADE FOR MISSING ITEMS AFTER YOU SIGN FOR THE PACKAGE WILL NOT BE ACCEPTED. IF YOU FEEL A THEFT HAS TAKEN PLACE PLEASE CONTACT US WITH A WRITTEN STATEMENT OF TIME OF RECEIVING AND OPENING YOUR PACKAGE. WE WILL PROVIDE INSTRUCTIONS OF WHAT WE NEED FROM YOU.

    AT THIS POINT WE WILL BEGIN AN INVESTIGATION WITH THE COURIER , CONTACT THE DRIVER AND PASS ON YOUR STATEMENT TO THE POLICE FOR FURTHER PERUSAL. WE WILL PROVIDE YOU WITH ALL THE EVIDENCE TO SUPPORT YOUR CLAIM SHOULD YOU WISH TO TAKE IT FURTHER TO THE TRADING STANDARDS OFFICE IN YOUR AREA.

    WE ARE NOT RESPONSIBLE FOR ANY PACKAGE AFTER YOU SIGN FOR IT.

    Normal Circumstances :

    An item could be missing from your order for several reasons, more often than not because one item was out of stock. In this case you will have received and email stating this and/or your invoice will be marked as being part complete, and you will have been refunded for the item that was not in stock. If this is not the case, please give us a call and we will do all we can to help. In most cases if an item is out of stock we will contact you by telephone to inform you first.

    All packages are recorded for weight before they leave and each package has a recorded CCTV footage of contents packed. We also have the weight recorded just before delivery is made, so we are able to track that the correct amount of items are in the package.

  • What does Pre-Order mean?

    Pre order simply is when you are able to Pre purchase an item we release for early selling. Usually applicable to products that are in high demand and low in quantity. Your credit card will be charged and the ordered item is reserved for you until we receive delivery. 

    Please read carefully the product description about expected delivery dates. All expected dates are provided to us by the supplying brand, sometimes delays can occur, in which case you can request a refund or cancel your order before we have dispatched the product to you.

    For any further details regarding Pre-Orders please call us:

    Tel - 0800 970 9440 Mon-Fri 9am to 5pm

  • I'm new, how do I order?

    At CardCraft-UK we go to great lengths to ensure your shopping experience is as easy and secure as possible. Firstly you need to register an account with us. This is a very simple process and will ensure you can quickly and safely make orders. Once you have created your account, browse the site; either using the categories listed down the side, our search function, or by looking at our most recently added products. Select your size, and add the item to your cart. Once you have finished shopping simply go to the checkout, choose the method of shipping you would like and continue to payment. If you are happy with the order, please confirm the payment. We will then send you an email acknowledging that we have received your order and that it is being processed by our team. We will also let you know by email when the item(s) are dispatched to you.

  • My item bought is now on sale what's your policy on this?

    If in an unfortunate circumstance your purchased item falls in to our sale or any promotional** offer within 5 working days of your purchase date we will refund the difference by placing funds into your CardCraft-UK e-wallet in your account to use at your convienece. We reserve the right to reduce the prices on any of our products without any prior notice.

  • How do I know if my order was successful?

    If your order is successful you will receive an automated email to confirm your order has been received, and is being processing. This means the payment was successful, however if an item is not in stock, or we see there may be a security issue with the payment, we will contact you as soon as possible to resolve the situation. If the product is in stock and there are no other problems, you will receive an email confirming your item(s) have been dispatched

  • I am buying from outside of the EU - Who Pays the customs and import charges?

    Please note we are not able to 'de-value' any invoices or mark as 'gift' in order to help you avoid your countries Custom's and Duty charges.

    Any customs or import duties are charged once the parcel reaches it's destination country. These charges must be paid by the recipient of the parcel.

    Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.

    It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

  • How do I check if an item is in stock?

    Our website is 99% up to date with stock levels. The website will not allow you to buy a product if the stock is not available. However in very rare cases some stock level inventory may be incorrect. This is usually due to the item missing from the warehouse or two orders for the same "last" items are submitted at the same time. If you would like to make sure in advance that stock level is correct then please email enquiries@cardcraft-uk.co.uk or simply phone one of our sales advisors on 0800 970 9440

  • Can I change or cancel my order?

    We are happy to change or cancel orders in accordance with the Distance Selling regulations. If your order has been placed, but not dispatched, we will make the change or cancellation straight away if possible.

    When changing the ordered items please call us or email us as soon as possible so we can amend the order. If we have already dispatched the order, then we will have to wait until you return the items back to us treat it as an exchange.

    More information on making a return can be found within our returns policy 

    Please note if the cancelled item is already on the way to you via a courier and you have notified us in accordance to the Distance selling regulations, we request you send our goods back before we can refund you. You are in full right to a refund of the product, but we are also in the right to charge a postage and packaging fee of our "costs incurred".

    If you are cancelling your purchase you can aslo opt to not accepting it from the courier as it will make it's way back to us. However there is no set time on how long it takes, so if you need a quick refund on your cancellation then accept the parcel and arrange your own suitable method of return.

    Please call us prior to returning back the package, incase we can organise a collection for the Cancelled order.

  • My order contains a faulty item.

    If for some reason your order contains a faulty item please contact the sales team immediately and they will assist you in returning the item. When we receive the item back we will replace the item, offer an alternative, offer a refund, or in some cases send the item back to the manufacturer for repair. This however is not valid if the item has been worn or washed.

  • Where is my order?

    If an order has not arrived when you were expecting it, we recommend first checking the email account your CardCraft-UK account is registered with. Any updates in status will be passed on via email, as it is our primary mode of contact. If you have not received any email updates, contact the web team on 0800 970 9440 and we will follow up the progress of your delivery. This can take up to 24 hours but we will always be able to help.

  • You have sent me the wrong item.

    If you have been sent the wrong item please follow the returns procedure and return it to us. We will send the correct item back out to you and reimburse any costs you may have incurred in sending the incorrect item back to us. If the item is out of stock for any reason, we will contact you to arrange an alternative.

    Please note that you should return faulty/incorrect items using 1st Class postage - Recorded Delivery. We cannot refund the costs for express or next day delivery and if you choose to send the item(s) in this way we will refund a standard £3.95 only. (UK Customers)

    International customers , please note we will refund your postage costs for a faulty/incorrect item, please use a standard delivery that is secure and signed for.  Postage reimbursement is limited to £9.95

  • You haven't replied to my query?

    We try to respond to any queries as quickly as possible, however sometimes there may be delays. As a small independent company we occasionally receive multiple queries at peak times. In such instances we are still trying to provide all our customers the best possible service, but it may take more time. We ask for your patience, but we appreciate how frustrating it can be to have to wait for a response. If you email us again we will give you a call back to address any problems and update you on the progress of your enquiry.

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