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Frequently Asked Questions

If you have a question about shopping online at, you may be able to find an answer below. Here are some of our customers' most frequently asked questions.

If your question is not answered below or for general enquiries/feedback regarding Create & Craft, please contact us.

Orders and Delivery

  • Where is my order?

    When we receive your order, an Order Confirmation screen will be generated, issuing an order reference number. Please print out this page for future reference. You'll also receive an email confirming that we have received your order. If you order by telephone, you will receive an order number. For some items you can find out where your order is at any stage by using the online Track and Trace service. This can be used for items delivered by HDNL, Parcelforce or Parcelnet. To check your order, log in to your account, click 'view order' and then 'courier information'. Alternatively, call our Customer Services team. See Contact Us for details.

  • Ordering a Craft Universe Product

    Craft Universe products are dispatched by and from our international partners. Please see Home Delivery for P&P rates. Prices for Craft Universe products include all taxes, duties and customs tariffs. Your order should be delivered within 10 working days. Extras products are subject to availability and may be withdrawn at any time, including after you have placed your order. If your order (or part of your order) cannot be fulfilled, we will let you know as soon as possible.

  • What is your refund policy?

    We want you to be totally satisfied with every purchase you make from Ideal World. If for any reason, you are not completely happy with your purchase, please see our Returns & Refunds page.

  • Where is my refund?

    Please allow five to seven working days to receive your refund. See our Returns & Refunds page for more information.

  • Why have I not received back postage costs on a returned order?

    Refunds on postage are only given in certain circumstances. Please contact a member of the Customer Services team for refunds. See Contact Us for more information.

  • How long will delivery take?

    Ordered items are usually despatched within 3 to 5 days. Please note that if your order is made up of a combination of items, deliveries may be made separately. See Home Delivery for more information.

  • Do I have to sign for delivery?

    Most deliveries require someone to be present to accept and sign for the delivery. This is to ensure the goods are delivered and received correctly. If you can't be there to sign for delivery and your order qualifies, you may be able to provide special delivery instructions during the checkout process for the courier to leave the item(s) with a neighbour or in some other safe place. Otherwise, remember you can specify a different delivery address while ordering and have your order delivered to your workplace, or a friend's address, etc. See Home Delivery for more information.

  • How long will it take for my return parcel to be collected?

    The length of time it takes for a parcel to be collected depends upon the type of parcel, the size and weight. Please allow up to seven days for collection. See Home Delivery for more information.

  • How long does a return take to process?

    Please allow up to 21 days for the return process to be complete. See Home Delivery for more information.

  • How can I use my discount voucher?

    Discount vouchers can be redeemed against purchases made online and over the phone (subject to terms and conditions). Although you will not see the discount in your basket, the details will appear on the confirmation screen when you check out. Please refer to individual promotions for full terms and conditions on how and when you can spend your voucher.

  • What is your complaints procedure?

    Please contact a member of our Customer Services team, who will be able to help. See Contact Us for more information.

  • How do I cancel an order?

    Contact Us before we have dispatched the goods to you. Where goods have already been dispatched to you, you have a statutory right to cancel the contract within seven working days of receipt and return the products in accordance with our policy. See our Returns & Refunds policy for more information.

  • Can you collect old items when delivering new ones?

    No. The collection of returns has to be organised separately. See our Returns & Refunds policy for more information.

  • What is Collect+?

    The Collect+ service enables you to return a range of products using parcel delivery points in more than 4,500 local stores by purchasing a pre-paid returns label. You will be offered the Collect+ service if one or more of the products you have ordered can be returned by the Collect+ service. See our Returns & Refunds for more information.

  • Do you offer delivery outside the UK?

    We offer delivery on selected craft items only to addresses outside the UK. Please see our International Delivery page for full details of the countries we deliver to, costs and returns information.

Shopping Online

  • Are my details secure?

    Shopping on is as secure as shopping in any store. Your credit card details will be encrypted to help keep them secure. Please note that in the interest of security, will never ask for your full username, password or credit card details via email, pop-ups, or for any purpose other than registering or placing an order on See our Security Page for more information on how to make your online shopping secure.

  • How can I pay for my purchases?

    You can pay for your purchases online using PayPal* or most major credit or debit cards, including Mastercard, Visa Credit Card, Visa Debit Card, Visa Electron, Solo, Maestro and American Express. We do not accept Corporate Link cards at present.

    Your credit card details will be encrypted to help keep them secure. Please note that in the interest of security, will never ask for your full username, password or credit card details via emails, pop-ups, or for any purpose other than registering or placing an order on See our Security Page for more information.

    PayPalis a safer, faster, more secure way to pay online. PayPal hides your financial details so you don't have to share them online. PayPal also protects your purchases - so you can shop with confidence. You can make PayPal payments using your credit card, debit card, or bank account. You only need to register the details for your choice of payment once and PayPal will remember and safeguard them for you. You can then use the same method each time you shop. All you need is your email address for quick, easy payment.

    Please note: PayPal cannot be used in conjunction with Flexi-pay or for continuous payments or renewals, such as for Create and Craft Club membership. It can, however, be used to purchase club membership as a one-off payment.

    On certain products we offer Flexipay, which allows you to spread the cost of the product (excluding postage and packaging) across 2, 3 or 4 monthly instalments, interest free. See our Flexipay Terms and Conditions page for more information.

  • What should I do if my credit/debit card was refused while placing an order?

    If your credit or debit card was refused while placing an order on, please re-submit your order using a different card. For details on why your card was refused, please contact your card issuer.

  • How can I view and update my account details?

    Once you've registered with, you can log in to your account at any time to view and update the personal details you have saved. Please see Login & Registration for more information.

  • What should I do if I lose or change my debit or credit card?

    If the credit or debit card used to pay Flexi-pay instalments is lost, stolen, or cancelled, you must contact Customer Services so we can update your Flexi-pay account. Changing the card details stored against your regular Ideal World account will not automatically update your Flexi-pay account.

Frequently Asked Questions

General Information

  • Where can I get more information on Ideal Shopping Direct's corporate and recycling policy?

    All retailers of electrical and electronic equipment must enable their customers to dispose of their obsolete or unwanted electrical equipment so that it can be recycled in an approved manner.

    Ideal Shopping Direct Limited has joined the national Distributor Take-back Scheme, through which unwanted electrical equipment can be returned free of charge to a Designated Collection Facility run by the local authority.