Frequently Asked Questions

With over 70 years experience in ceramics, we pride ourselves on our excellent customer service and personal touch and are always more than happy to answer any queries or questions you may have. If you would prefer to speak to a member of our friendly team, please give us a call on 01782 319435 and we will be happy to help you. If you are calling outside of our opening hours of Monday- Friday 8.30am- 4.30pm, we will give you a call back as soon as we re-open.

How do I order via your website?

Our site is both for retail and trade customers.

RETAIL CUSTOMERS: The prices shown prior to logging in are retail prices, and are therefore shown inclusive of UK standard VAT (currently 20%).

NEW AND EXISTING TRADE CUSTOMERS: If not already registered, for your first on-line order through our site please Trade Register. Once registered, you will be able to log in to your trade account, view your trade prices and place orders. Please note, our trade accounts are operated on a payment before despatch basis. At our online checkout you have the option to pay for your order securely through Sage Pay by credit/debit card, but if you would like to arrange an alternative method of payment or would prefer to speak to a member of our team before your order is processed, you can place your order 'on account.' In this case a member of staff will call you to finalise your order, inform you of any delivery costs and to take payment.

I have registered for an online trade account, how long will I have to wait before I am able to log on and see my trade prices?

When you register for a trade account with us, your application is sent through to a member of our team to be actioned. We will usually give you a call to confirm or send an e-mail no later than the next working day with your new log in details. Please note, our trade accounts are operated on a payment before despatch basis (please see above.)

I have received my new username and password, however I still seem to be having trouble logging in?

If you are experiencing any difficulties with accessing your account you may wish to Reset Your Password. Alternatively please call us on 01782 319435 and a member of our team will be pleased to help you.

I have not received a confirmation email, what shall I do?

If you have placed your order and have not received a confirmation please let us know as this could indicate that your order has not been processed correctly. Please note due to spam filtering some e-mail accounts may automatically send your order confirmation e-mail to the spam or junk folder. Please ensure you add enquiries@cromartie.co.uk and cromartie@btconnect.com to your list of trusted senders to prevent any e-mail updates being accidentally deleted.

Can I order over the phone?

If you would prefer to place your order with a member of our sales team please give us a call on 01782 344256/ 344257. You can also e-mail us on enquiries@cromartie.co.uk or fax us on 01782 599723 and we will contact you to confirm receipt of your order and arrange payment.

What methods of payment do you accept?

We accept most forms of payment including Visa, Visa Debit, Master Card and Maestro. Your card will be charged when your order is processed. We use a secure server to process payment and your credit card details are encrypted during this process. You can be completely secure in the knowledge that nothing you pass to Sage Pay via our servers can be examined, used or modified by any third parties. If you would prefer to pay by cheque or bank transfer, please contact us. Please note, if your card transaction declines this may cause a delay with despatch of your goods.

How do I change or cancel my order?

Due to our fast shipping process, it is important to let us know as soon as possible if you would like to amend or cancel an order. Please note, if you would like to add to an order you have already placed with us, you will need to contact us no later than 12 midday on the day the order is due to be despatched in order to give us time to pick the additional items and repack your order. After this, it may be necessary for us to send any additional items as a separate package, which may incur an extra charge.

How are your shipping charges calculated?

Our shipping charges are determined by the shipping destination and weight and value of the goods once packed. For most orders to the UK mainland we can provide a shipping cost at the time of ordering; however please note for orders to the Highlands, Islands and overseas we will contact you with an accurate shipping quote.

How can I obtain free shipping?

As a new trade customer, your first delivery of £250 or more excluding VAT is completely free of charge (based on an economy delivery to UK mainland only.) After this, we will send an order of £900 (ex VAT) or over free of charge on our economy service (3 working days) or by next day delivery for just £10.

Do you ship internationally?

We can ship worldwide however please note restrictions on inbound goods may apply for some countries.

Can I collect my order or arrange my own transport?

If you would prefer to collect your order or arrange your own transport, please let us know at the time of ordering. If ordering with us online, please select the Collect option and let us know on which date you would like to collect in the Special Instructions section. If you are arranging for a courier to collect your order, please inform us so that we can ensure the goods are packaged correctly for transport.

How long will my order take to arrive?

Orders placed via our website over the weekend will be picked, packed and despatched during our normal opening hours of 8.30am- 4.30pm Monday to Friday, therefore for instance an order placed on Friday evening would be processed first thing on Monday.

Orders placed before 12 midday Mon-Fri are usually despatched the same day. We will try our best to accommodate for urgent orders placed after 12 midday, however please note at busier times this may not be possible, therefore please try to bear this in mind when placing your order. We offer a choice of next day delivery or economy delivery, which will normally be delivered to you within 3 working days. Our carton and pallet deliveries are despatched via courier. Orders placed over bank holiday periods or during our Christmas shut-down are processed when we re-open.

Please note, pallet deliveries are kerbside only unless otherwise discussed.

Smaller parcels are usually despatched by Royal Mail standard post. Goods sent by 1st class mail to a mainland UK address normally arrive within 1-2 working days after posting, but please note this is not guaranteed.

Please note, during peak times such as school holidays and Christmas we experience a higher volume of orders. We despatch goods on a first come, first served basis, so if your order is urgent please contact us to let us know and we will do our best to accommodate you. We would also advise that you place orders in advance where possible, as although we endeavour to despatch your order quickly there are occasions where traffic or weather conditions may affect delivery.

Can I specify a time for my delivery?

Our couriers deliver between the hours of 9am and 6pm- if you have specific opening times please inform us at the time of placing your order so we can update our records accordingly. If you would like your goods to arrive in either the morning or the afternoon, we can arrange this for you at an additional cost- please specify when placing your order and we will contact you to confirm.

What happens if I am not around to accept my delivery?

If our courier cannot leave the goods in a secure place they will usually leave a drop card to inform you that a delivery has been attempted- this will give details of your tracking number & local depot so you can call them to arrange collection or to have your goods re-delivered. However this can incur an additional delivery charge. Pallet deliveries are kerbside only. Please note should you choose to have your goods left outside your premises or at an alternative address this is at your own risk.

What is your policy regarding damaged/ broken items on my delivery?

Where possible, please check your pallet or delivery carton for any signs of outer damage – if any is evident please sign for the goods as damaged and inform us within 48 hours. In the event of an order arriving with damaged, broken or faulty items, we require a photo of the goods in question by e-mail to enquiries@cromartie.co.uk to enable us to follow this up with our couriers- we will then discuss any issues with you and arrange either a replacement or alternatively a credit note at our discretion which will be deducted from your next order.

How do I return items to you?

Subject to exceptions, we are happy to accept returns of incorrectly ordered or mispicked items within 28 days of delivery. Your 28 day period begins on the date shown at the top of your invoice. Please include a note or copy of your sales order or invoice with your goods to enable us to process your refund. We can either arrange a refund for the returned items or a credit note, the value of which can be deducted from your next order. Refunds will be credited to the original payment card. Goods must be returned in a fully resaleable condition and any lids, packaging and labels must be intact. Please note, we will only refund or credit the sale value of incorrectly ordered goods – not any return postage. We reserve the right to refuse an exchange or refund if goods are not returned in a saleable condition.

Please return items to:
FAO Returns
Cromartie Hobbycraft
Park Hall Road
Longton
Stoke-on-Trent
Staffordshire
ST3 5AY

Getting in touch with us**

How do I contact customer services?

If you would like to speak to a member of our team please call us on 01782 319435. Alternatively you can e-mail us on enquiries@cromartie.co.uk or fax us on 01782 599723.

Our opening hours are Monday- Friday 8.30am- 4.30pm- if you leave a message outside these hours we will contact you as soon as we are open. You can also leave us a message on our Facebook or Twitter pages, or contact us via the chat feature on our website during our normal opening hours.

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