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We understand there may be a time you wish to return an order – that’s why we’ve made it easy to return for a refund or exchange. We are proud to now be working with Asda and their amazing ‘toyou’ service, making it easier to return than ever before!
Please note: If the product is damaged / faulty or the wrong item has been sent to you and you require a replacement, please contact Customer Services to arrange the most suitable returns procedure. See Returns Procedure below for more information. We also recommend that you keep your Despatch Note, or note the order number as you might need it as proof of purchase in the event of any after-sales queries.
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 has been sent to you and you require a replacement, please contact Customer Services to arrange the most suitable returns procedure. When returning the item, please enclose the supplied Returns Slip giving details of the damage/fault. The product will be replaced or repaired and sent back to you free of charge. If no replacement stock is available, a refund will be issued. Please note that if you return goods to us that are found not to be faulty on inspection by us, we reserve the right to deduct the cost of collecting the item from you from any refund we make in respect of those goods.
Replacement: If you want an immediate replacement, please contact Customer Services to process a new order. You will be charged for your new order and then refunded on receipt of your original item. Bulky/large items: Please contact Customer Services to arrange the most suitable returns procedure. Please note that you will have to pay for returning the item to us if you are cancelling your contract.
Postage: Customers are responsible for paying return postage (unless otherwise stated). Where you are returning a large or bulky item which cannot be returned by post, we can arrange collection of the item from you, but this will be at your cost. We may deduct this cost from the reimbursement we make to you for the goods. Please contact Customer Services if you wish to arrange a collection or to discuss return of an item.
Instructions for filling in the Returns Slip can be found on the Despatch Note. Once filled in simply tear off the slip and place in the parcel. Pack the parcel securely and attach the Returns Address Label to the front of the parcel.
In your parcel you will also find a returns label for our Asda toyou returns service. For more information on toyou returns, click here.
Simply complete the returns form found in your order, package it with your item and then apply the enclosed toyou returns sticker to the outside of the package. Take your parcel to any ASDA Store or petrol station and drop off at the signposted toyou return point. You will receive a receipt which can then be used to track your parcel all the way to us!
Please Note: Max weight is 25kg and the max dimensions are 60 x 60 x 90cm
£2.99 inc vat and insurance. To arrange please go to www.myhermes.co.uk/returns/createandcraft and follow the instructions. Please note: Not available in Channel Islands or Isle of Man. Click here for more information on our Returns Procedure.
From your doorstep*: £2.99 inc vat and insurance. To arrange please go to www.myhermes.co.uk/returns/createandcraft and follow the instructions. Please note: Not available in Channel Islands and Isle of Man. Click here for more information on our Returns Procedure.
To return via Royal Mail simply peel off the returns address label from your despatch note and affix to your parcel. Please note this is not a pre-paid label and you will need to pay postage costs. You can then send from any post office. Remember to retain proof of postage for your records.
Conditions for using Collect +
Under the Consumer Contracts Regulations 2013, you have a consumer right to cancel your order and obtain a refund for any item purchased on this website (apart from the exceptions listed below) whether ordered over the telephone or internet.
You are entitled to cancel your contract if you wish provided that you exercise your right to cancel no longer than 14 days after the day on which you receive your goods, or in the case of a multiple order, the last part of the order (other than any goods which you have pre-ordered which will have separate cancellation rights).
If you wish to cancel your order, you must inform us of your decision by a clear statement (e.g. a phone call, or letter sent by post or e-mail). Please also quote your order number when advising cancellation. It may be useful to use this Cancellation Form.
You should let us know that you wish to cancel before the cancellation period stated above has expired. If you want to put this in writing, this should be sent to us at Customer Services, Ideal Home House, Newark Road, Peterborough, PE1 5WG or email [email protected]
If you cancel your order
You should return the goods to us at your cost (following our Returns Procedure as detailed) or hand them to us at our address Ideal Home House, Newark Road, Peterborough, PE1 5WG within 14 days of cancellation. You must take reasonable care of the products, and return them undamaged to us .We request customers to return the products with their original packaging and to ensure that the package is sufficiently robust to minimise the risk of transit damage. Please note that goods are returned to us at your risk and we may make a deduction from the reimbursement for goods that are returned to us damaged.
Please Note: Please Note: the right to cancel does not apply to certain products. As a consumer, you have legal rights in relation to goods that are faulty or not as described. These returns exceptions do not affect these consumer rights. For exceptions view "Returns Exceptions" tab below.
The following items are excluded from return under the Consumer Contracts Regulations 2014 and Create and Craft’s 14 Day money Back Guarantee.
In addition consumers will lose their right to cancel if they:
You also have rights under the Sale of Goods Act for repair, replacement or refund of faulty goods. This applies to goods that are found to have an inherent fault dating from the time of manufacture, and excludes damage or faults arising from misuse of the goods or normal wear and tear. Please contact Customer Services and they will advise on the best way to deal with any products that are considered to be faulty.
Sewing Machine Problems?
If you are having an issue with one of the machines listed below, and it is still under warranty, please contact our Customer Services Team on 0330 3321300 in the first instance. We would like to arrange for our trusted sewing machine technician to call you to ascertain the nature of the problem before a return is made. Below is a list of sewing machines affected, along with the product code, description and warranty length.
|128034||Toyota DES 21 Sewing Machine||10 years|
|130239||Brother 8080 Sewing Machine||10 years|
|134891||Brother XR6600 Computerised Sewing Machine||10 years|
|145661||Toyota JFS sewing machine||10 years|
|148508||Silver Viscount 9500 Computerised Sewing Machine with bonus pack of 3 scissors||15 years|
|151975||Janome DC4030 Computerised Sewing Machine with 10 Years Parts and Labour Warranty, Including Accessory Bag, 3 Pack of Scissors and 4 Sewing Feet||10 years|
|152987||Janome DC4030 Computerised Sewing Machine with 10 Years Parts and Labour Warranty Including Accessory Bag and 4 Sewing Feet||10 years|
|153457||Janome DC4030 Sewing Machine Including Accessory Bag 3 Pack of Scissors 4 Sewing Feet and Debbie Shores Short Cut To Curtains Debbie Shores||10 years|
|156675||Brother 8080 Sewing Machine with 15 Year Parts and Labour Warranty and Debbie Shore Sew What?||15 years|
|156729||Brother 8080 Sewing Machine and 15 Year Parts and Labour Warranty||15 years|
|159938||Silver Viscount 9500 Computerised Sewing Machine with bonus pack of 3 scissors||10 years|
|162146||Cooper Ruby Red 27 Sewing Machine with 10 year parts and labour||10 years|
|163105||Silver Viscount Sewing Machine 9500 with 20 KM of thread||15 years|
|163388||Cooper Ruby Red Sewing Machine with 20 Years Parts and Labour Guarantee||20 years|
|163483||Cooper Ruby Red 27 Sewing Machine with 10 year parts and labour warranty||10 years|
|164479||Brother MS6NT Sewing Machine||15 years|
|164693||Silver 9300E Computerised Sewing Machine||15 years|
|168214||Brother MS6NT Sewing Machine||15 years|
|168819||Brother MS6NT Sewing Machine with 15 Years Warranty and FREE 5 years additional warranty Sewing Lesson and 10000m of Thread||20 years|
|169224||Brother MS6NT Sewing Machine with Free 20 Years Warranty and Sewing Lessons||20 years|
|170680||Silver 9300E Sewing Machine with 15 Years Parts, Labour and Annual Servicing Warranty||15 years|
|170951||Silver 9300 Computerized Sewing Machine with with 15 Years Warranty and FREE 5 years additional warranty, Sewing Lesson, and 10000m of Thread||20 years|
|176969||Brother MS6NT Sewing Machine with 20 Year Guarantee 10000 metres of thread a DVD & Free Lessons||20 years|
|177434||Cooper Ruby Red Sewing Machine with 20 Years Parts and Labour Guarantee||20 years|
|178730||Brother MS6NT Sewing Machine with 20 Year Guarantee, 10000 metres of thread & Free Lessons||20 years|
|180828||Silver 9300E Computerised Sewing Machine with 15 Years Parts Labour & Annual Servicing Warranty Plus Bonus Navy Sewing Machine Bag||15 years|
|185307||Toyota RS2000 Series Sewing Machine Bundle with Craft Lamp, Extension Table and Dual Bag||15 years|
|317318||Brother 8080 Sewing Machine and 10 Year Parts and Labour Warranty||10 years|
|318396||Brother ES 2020 Sewing Machine||15 years|
|318595||Toyota 21 DES with Case,handy chest and set of 3 Scissors||10 years|
|318613||Toyota 21 DES Sewing Machine||10 years|
|318692||Silver Viscount 9500 Computerised Sewing Machine||10 years|