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Returns & Refunds

Create and Craft is committed to selling quality products which we hope you will love. However, we understand that there may be a time when you need to exchange or return something you have bought. If for any reason you are not entirely satisfied with any item, it may be sent back to us for refund provided it is returned within 14 days (unless otherwise specified) from the date of receipt. This does not affect your statutory rights. Please follow our simple Returns Procedure as detailed below. If you require assistance you may contact our Customer Services Department. We also recommend that you keep your Despatch Note (Order Acknowledgement), or note the order number (which can be found on your Despatch Note) as you might need it as proof of purchase in the event of any after-sales queries.

Distance Selling Regulations

Under the Distance Selling Regulations, you also have a statutory right to cancel your order and obtain a refund for any item purchased on this website (apart from the exceptions listed below) whether ordered by telephone or internet. To cancel, you can email us or write to us (see Contact Us for details) up to 7 working days (so not including Saturday, Sunday or public holidays) starting the day after delivery of your item(s), quoting your order number.

If you have an order query, please email Customer Services or Contact Us.

Returns Procedure

Products over £100: Contact Us to arrange the most suitable returns procedure.

Exchange: If you wish to exchange the product for a different variant (size, colour, etc) please return the product to us and enclose the Returns Slip found on the Despatch Note shipped with the product, indicating the required size/colour/etc. The replacement will be sent free of charge.

Damaged/Faulty: If the product is damaged/faulty or the wrong item and you require a replacement, please Contact Us to arrange collection. Please enclose the supplied Returns Slip giving details of the damage/fault. The product will be repaired or replaced and sent back to you free of charge. If no replacement stock is available, a refund will be issued.

Replacement: If you want an immediate replacement, please Contact Us to process a new order. You will be charged for your new order and then refunded on receipt of your original item.

Want a Refund? If you do not wish to retain the product and simply want a refund, return the complete product within 14 days of delivery, and we will process a refund according to your method of payment. Please note that customers who have received their order and are not happy with their purchase will need to return their package at their own cost unless the product is faulty, damaged or has been sent by us in error.

Procedure: Fill in the Returns Slip on the Despatch Note, indicating your reason for return and the action you wish us to take. Cut out the Returns Slip section and place it in the parcel. Pack the parcel securely and attach the Returns Address Label (also found on the Despatch Note) to the front of the parcel. Customers are requested to return the goods in their original packaging, and to ensure that the package is sufficiently robust to avoid transit damage.

Postage: Customers are responsible for paying return postage (unless otherwise stated). We recommend using Recorded Delivery for low value items, and Special Delivery for items over £39 and for all jewellery.

Collect+

Collect+ enables you to return a range of products by using parcel drop points at more than 4,500 local stores across the UK. To make returning easier for you, many of these shops have extended opening hours and many are open 7 days a week.

 

How to Return Using Collect+

1. Complete your returns advice note and include in your parcel.

2. Peel off the Collect+ returns label and stick it on to your parcel.

3. Take your parcel to any of the stores offering the Collect+ service. You can find your nearest store at http://www.collectplus.co.uk/

4. You will receive a proof of postage and a code so you can track your return online at www.collectplus.co.uk/track/new

5. Your refund will be processed on receipt of your returned parcel at Create and Craft.

 

Conditions

Please Note:

Refunds

Please allow five to seven working days for your refund to show in your account. Please note that in some circumstances, such as faulty goods returned after the 14-day money-back period, a refund may take longer to process.

Returns Exceptions

Type Of Goods

Return Timeframe

CDs/CD-ROMs/DVDs

Not returnable if pack is unsealed

Perishables (food, plants)

Not returnable

Personalised items

Not returnable

Jewellery

Not returnable if security tag removed

Hygiene items

Not returnable if pack is opened or hygiene strip removed

Mobile phones

Not returnable if product is used or SIM card pack opened

Periodicals/magazines

Not returnable

Concert/Event Tickets

Not returnable

These returns exceptions do not affect your statutory rights.