F.A.Q. Frequently Asked Questions.

General:

• Where are you?
We are approximately 5 miles from Worthing in West Sussex, England.

• Do you have a shop?
No. We operate from a 1500 sq ft warehouse.

• Do items come in the original manufacturers retail packaging?
Yes. All of the products we sell are brand new and supplied in the manufacturers original packaging.

• Are the products you sell genuine?
Yes. We do not sell second hand, fake or non genuine products.


Ordering:

• About our prices.
All prices listed on the site include VAT (where appropriate).

• What types of payment do you accept?
We accept payment by credit or debit cards, PayPal or Google Checkout. We do not accept payment by cheque or postal order.

• Do you have a price match policy?
No. We work very hard to ensure we offer the very best value for money possible on all of the item we sell and check our competitors prices regularly to ensure we offer the best value for money possible.

• Do you take telephone orders?
No. We are currently unable to process telephone orders.

• Can i collect my order in person?
No. Unfortunately, we are currently unable to offer a collection service but are working on adding the facility to collect orders from our warehouse.


Deliveries and Shipping:

• Who do you use for deliveries?
We use Royal Mail services including 1st class, 2nd class, 1st class Recorded, 2nd class Recorded Tracked 24, Tracked 48 and Special Delivery as our primary delivery services unless the item is particularly heavy, in which case we will use a courier service.

• How much is delivery?
We offer UK Shipping from as little as £0.99 and FREE on orders over £29.99 (excluding VAT). For further UK delivery details please see here and for International delivery please see here. All delivery charges are calculated and displayed within the checkout prior to completing your order.

• My parcel arrived damaged what should i do?
In the unlikely event of a parcel arriving damaged you must report this to us within 48 hours. If you receive goods via a service which requires a signature you should not sign for the consignment unless you have completely checked the entire contents of your delivery. You should instead sign for the package as "Unchecked". If the packaging is damaged in any way you should sign for the package as "Damaged".

• Where do you deliver to?
We deliver to all United Kingdom postcodes. This includes England, Scotland, Wales, Northern Ireland, the Isle of Wight, the Isle of Man, Channel Isles and all BFPO addresses. Please note that we do not offer an international shipping service therefore we do not accept orders outside of UK addresses

• Are there any additional charges for delivery to off-shore UK islands?
No. We work very closely with Royal Mail to ensure there are no additional charges for deliveries to all UK postcodes.

• What are my delivery options?
Please see here for UK or here for International delivery options.


Delivery Times:

• I need it tomorrow, can you help?
Yes (and no). We do offer a next day service using Royal Mail Special Delivery, Tracked 24 or Courier services. Special Delivery and Courier services are a guaranteed next working day (Monday-Friday) service but delivery can be delayed by adverse weather conditions or other circumstances beyond our or Royal Mail/Couriers control.

• Do you offer a Weekend delivery Service?
We offer a Saturday delivery service using Royal Mail Special Delivery with the option for either a by 9am or 1pm service. Please see here for shipping rates. Unfortunately we do not offer a Sunday delivery service. Please note that delivery can be delayed by adverse weather conditions or other circumstances beyond our or Royal Mail/Couriers control.

• Can i specify a delivery time?
No. Unfortunately we are unable to offer a timed scheduled delivery service. We do offer a Monday - Friday delivery service using Royal Mail Special Delivery where your package can be delivered by either 9am or 1pm. Please see here for shipping rates. Please note that delivery can be delayed by adverse weather conditions or other circumstances beyond our or Royal Mail/Couriers control.

• How long does delivery take?
We aim to ship all orders received before 2pm Monday - Friday (excluding public holidays) the same working day. with Standard Royal Mail services please allow 2-10 working days (Monday - Friday excluding public holidays) for delivery.

• What happens on Bank Holiday Weekends?
We endeavor to dispatch all orders on as soon as possible but please allow additional time for your orders to arrive after the bank holiday. We suggest allowing an extra 2-3 days for your packages to arrive to allow for delays within the mail system.

• What happens with deliveries during adverse weather conditions?
Adverse weather is a national problem that affects all couriers and many other businesses, we will do everything we can to ensure that our services run as smoothly as humanly possible but please be aware that deliveries can be delayed due to adverse weather which is beyond ours and our delivery partners control so please allow additional time for your orders to arrive.

• Where's my stuff or what do I do if my delivery is late?
* Standard Services: Please allow 7-10 working days (Monday - Friday excluding public holidays) for delivery. If your order has not arrived within 7-10 working days (Monday - Friday excluding public holidays) please contact us here
* Tracked, Special Delivery and Courier Services: Please login to your account here to check tracking details. If you have any problems please do not hesitate to contact us here

• Do I have to sign for my delivery?
With Tracked Signed for, Special Delivery and Courier deliveries you will be required to sign for the delivery. With standard mail you will not be required to sign for the delivery.

** Please Note: Royal Mail do not Guarantee next working day delivery for 1st class or 1st class recorded services, Royal Mail quotes that 92% of 1st Class packets arrive the next working day. Royal Mail aim to deliver 2nd class mail within 2-4 working days (Monday - Friday. These are "estimated" delivery times that Royal Mail aim to achieve and not guaranteed.


Returns:

• I no longer require the item, what do i do?
If you no longer require an item please contact us here to request a returns authorisation. You have 28 days to return an item, however, you must advise of the return within 7 days of receiving the item either by Phone or Email.

** Please Note: Return postage costs the buyer unless the item is Faulty or Significantly "Not as Described".

• Food Items
Food items are exempt from the Distance Selling Regulations therefore we are unable to accept returns for edible, food-contact items, customized or personalized items, cut ribbon or items specially ordered. Please make sure before you order any edible food items that they are the item required.

• Order Cancellation
You may cancel your order for any reason up to and including 8 working days from the date of delivery of your order. Any non-faulty products must be returned within 7 days unused in the manufacturers original packaging and in resale-able condition receive full credit.

** Please Note: Return postage costs the buyer unless the item is Faulty or Significantly "Not as Described".

• The item i received is not what i ordered, what should i do?
We are only human and occasionally make mistakes, if you receive an incorrect item please contact us here and we will arrange free return of the incorrect item and for the correct item to be dispatched.

• My item is faulty, what should i do?
Please contact us here and we will arrange for return and replacement of the faulty item as necessary.

** Please Note: Return postage is borne by the buyer unless the item is Faulty or Significantly "Not as Described".

For more returns details please see here


Your Account:

• Do i need to create an account?
Yes. By creating an account with our store, you will be able to move through the checkout process faster, store multiple shipping addresses, view and track your orders in and more.

• How do I create an account?
Please create an account here.

• What do I do if I've forgotten my password?
If you have forgotten your password you can request a password reminder here.

• How do i change my Billing Address or add/edit delivery addresses?
Please login to your account here, select Address Book from the menu, and edit or add additional addresses as required.

• How do I change my password?
Please login to your account here, select Account Information from the menu, select the change password option and change your password as required.

• How do I change my Email address?
Please login to your account here, select Account Information from the menu, change your email address as required.


About Us:

Direct4Crafts Ltd
Unit 34c The Vinery
Arundel Road
Poling, Arundel
West Sussex
BN18 9PY


Registered in England and Wales No 7962721.
VAT No: 129 3635 05