FAQ

FAQ

1. How can I customise my order?

To request a custom order, please contact us directly through our customer service email or the contact form on our website. Provide detailed information about your customisation requirements, and we will work with you to create your unique piece.

2. Can I choose my own book?

Yes, you can choose your own book. In these lisitings: https://creatoncrafts.com/collections/custom-book-gift

Please provide the title and any specific details when placing your order, and we will do our best to accommodate your request. If you require a different item to be made from a speicific book please contact me at lara@creatoncrafts.com

3. Can I use my wedding vows or song lyrics to make it?

Absolutely! You can use your wedding vows, song lyrics, or any other personal text to create your custom piece. Available here: https://creatoncrafts.com/collections/custom-book-gift

Simply provide the text when placing your order.

4. What packaging is used for the products?

Our packaging is designed to protect your items during transit to ensure your order arrives safely.

5. How long does it take to make an order?

Given the handmade nature of our products, please allow 1 week for your order to be created. This time allows us to ensure each piece is made with the utmost care and attention to detail. If you have requested a specific book to be used then please allow 2 weeks.

6. What are the delivery times?

Delivery times vary based on your location:

  • UK: Tracked 24 and Tracked 48 by Royal Mail.
  • USA: International Tracked via Royal Mail, 7-10 working days.
  • Europe: International Tracked via Royal Mail, 7-10 working days.
  • Australia: International Tracked via Royal Mail, 10-14 working days.

7. Where is my order?

You can track your order using the tracking number provided in your shipping confirmation email. If you haven't received a tracking number or need further assistance, please contact lara@creatoncrafts.com with your order number.

8. What should I do if my mail is lost?

If your order appears to be lost, please contact us with your order number and any tracking information you have. We will investigate the issue and work to resolve it as quickly as possible.

9. Can I get a refund?

For information on refunds, please refer to our refund policy. If you have any further questions, feel free to contact us at lara@creatoncrafts.com.

10. What payment methods do you take?

We accept payment by most major credit and debit cards, including American Express, Shop Pay, G Pay, PayPal, Apple Pay, Mastercard, Visa and Maestro. At checkout, you will be taken to our secure payment provider: Shopify

All prices are in £ sterling. All transactions are secure and encrypted. We never store your credit card information. To learn more, view our privacy policy. You have to agree to our terms and conditions before placing an order.

11. Customs

Items shipped outside the UK may be subject to customs charges, import duties, and customs checks. We provide all relevant information for the legal and safe shipment of your goods.

Creaton Crafts is not responsible for customs charges, import taxes, handling charges, or delays due to parcels clearing customs. You agree to pay any customs charges, import taxes, and/or duties when you agree to our terms and conditions when placing your order.

12. Can I use more than one discount code at a time?

No, sorry. Only one discount code may be used at any one time. Please input your discount code at checkout.

13. Customs and Duty for Orders Outside the UK

If you are visiting the Creaton Crafts website from outside the UK, all prices are shown without UK tax of 20%.

If you are visiting the Creaton Crafts website from inside the UK but want delivery outside the UK, the UK VAT will be deducted at checkout.

You may have to pay taxes and duty charges when items are shipped outside the UK. These are raised by your government, and our courier will contact you to take payment prior to delivery.

Please respond to any query from our courier relating to your delivery as quickly as possible to expedite the clearance process. There may be a slight delay delivering your order due to customs checks.

We always provide all information necessary for your items to clear customs, but further information about you may be required.

Please note we will NOT undervalue any product.

14. Returning Items from Orders Outside the UK It's very important that you follow ALL our returns policies to ensure that duties and taxes are not raised on returning items.

We will email you with customs forms that must be attached to the outside of the parcel.

We can help arrange the returns shipping and insurance for you. This service costs £30 and is deducted from your refund.

Returns are only accepted from the country to which they were originally delivered or from within the UK.

Please see our RETURNS page for full step-by-step advice.

15. What do I do if I think the item I purchased from you is faulty? Please email lookgood@creatoncrafts.com with your order number/garment name and photographs of your item illustrating the fault.

In accordance with our terms and conditions and current UK legislation, where an item is within 6 months of purchase and is repairable, then a repair will be carried out and the item delivered back to you.

Please be aware that items which have been damaged as a result of normal wear and tear, by accident, by poor unpacking, or your own misuse, will not be considered faulty. This does not affect your statutory rights.

You can also read our terms and conditions for more info.

16. I made a payment but not received an order confirmation We have security settings in our checkout process ensuring our payment provider declines payments where the CVC check fails, or where the postcode check fails. This is to protect us as well as all our customers from fraudulent payments.

Even if your bank is willing to approve the transaction, we won't honor the transaction if we are informed checks failed.

However, if your bank has already approved the transaction, even though our bank is declining it, you may see an approval from your bank on your bank statement. This is not a payment to us, and your bank should be able to confirm this for you. The approval will fall off your card statement in a few hours to a few days. The time this takes varies from bank to bank.

In summary, your bank has said this transaction is OK, our payment system said, no it's not (based upon a set of rules in place to protect us, their customer), so the payment was not taken. You are seeing your bank's approval, not a payment.

17. Where can I report a problem or give feedback? Please email lara@creatoncrafts.com and we will do our best to help!

Post-Brexit Trading Statement

Please be advised that our EU customers may experience local customs charges and will almost certainly be required to pay local VAT prior to receiving their deliveries if items are over €35 and not made in the EU.

Most of the products we sell are not manufactured in Britain or the EU.

Europeans no longer pay British VAT when they buy goods in the UK. Prices on our website for all international customers do not include VAT. Instead, VAT is imposed by the country of residence/delivery.

If you have any queries, please email us at [your email address].

We strive to ensure each piece is made with the utmost care and attention to detail. Thank you for choosing our products and supporting our commitment to quality and sustainability.