If you experience problems with our delivery or refund process, please get in touch and we will try our best to make things work for you.

STOCK PICKING

We go to some lengths to ensure that our catalogue and shopping basket reflect the current levels of our stock. Occasionally, we may make a mistake and an item from your order may be out of stock. If this should happen, we will contact you to ask whether you would like an alternative item or a refund.

Orders placed during very busy periods, weekends and bank holidays may take longer.

DELIVERY

We use Royal Mail tracked 48 on all order unless upgraded by you at the check out at an additional £3.00 cost to you.

Please note that we cannot deliver to PO Boxes.

CANCELLING OR CHANGING YOUR ORDER

If you would like to cancel your order, please get in touch with us immediately. If your order has not been dispatched, we will happily cancel your order and make a full refund.

If you would like to change your order, please get in touch immediately. If your revised order is of the same value as your original order, we will amend your order prior to dispatch. For amended orders of a value different to your original order, please contact us by email and we will assist you to proceed. Alternatively you can cancel the original order and place a new order advising us in comments that this is a replacement order, we will then refund the payment on the first order in full.

Please note that we cannot cancel or change orders once they have been dispatched.

RETURNS & REFUNDS

We will refund all orders for up to 14 days from delivery. After this time we will only offer replacements for purchases that are damaged/faulty, or refunds on a discretionary basis. Where no replacement can be made, due to stock depletion, we will offer you a refund.  Please note some items are not eligible for refund i.e. cut lengths.

If you are unsure whether your purchase will qualify for a refund, please contact us to discuss the matter before sending any goods.

If you are returning items to us, please ensure that you :-

• Include a copy of the packing slip indicating which items are being returned, the reason for the return and whether you would prefer a refund or replacement.

• Wrap your items carefully and securely. If returned goods are damaged due to poor packaging, and cannot be returned to stock we reserve the right to withhold the refund.

• Post your items to us ensuring the appropriate postage is paid and obtain free “proof of postage”. Failure to pay the correct postage on the return item may result in the post office not delivering the package to our business address, and therefore we will be unable to offer a refund. Please note that all packages containing beads will need Large Letter Postage as a minimum.

• Please note that we will not refund the delivery portion of any orders, except where goods are damaged or faulty and cannot be replaced.

Once we receive your returned items, we will issue the appropriate refund or send replacement at the first available opportunity. Due to delays within banks, refunded monies may not reach your account immediately. Refunds will be made via the way payment was made.

Whilst we are happy to accept the return of unwanted items within the above guidelines, due to the high cost of postage consideration should be given to the cost of returning small packs against the possibility of using them in a future project.