Frequently Asked Questions
Contacting Us
With 80 years of experience in ceramics, we take pride in our excellent customer service and are always happy to help with any queries. If you'd prefer to speak to a member of our team, please call us on 01782 319435. Our phone lines are open Monday to Friday, 8:30am to 3:30pm. Our showroom & office is open Monday to Friday, 8:00am to 4:00pm, and we open from 7:00am for paid, pre-booked order collections.
If you call outside phone line hours, please leave a message or email us at enquiries-cromartiehobbycraft@outlook.com and we will get back to you as soon as possible.
How Do I Order via Your Website?
Our website caters to both retail and trade customers.
Retail Customers: Prices displayed before logging in include UK standard VAT (currently 20%).
Trade Customers: New customers must register before placing their first order. Once registered, you can log in, view trade prices, and place orders. Please note that trade accounts operate on a payment before despatch basis. Payment options include ClearAccept, credit/debit card, or alternative arrangements upon request. VAT is shown at checkout for trade customers.
Trade Account Activation
When you register for a trade account, your application is reviewed by our team. We aim to confirm your account via phone or email by the next working day.
Login Issues
If you’ve received your new username and password but are experiencing login issues, please call 01782 319435 or email us at enquiries-cromartiehobbycraft@outlook.com and we’ll be happy to assist.
Missing Confirmation Email
If you’ve placed an order but haven’t received confirmation, please check your spam/junk folder. If the email is missing, contact us as this may indicate your order was not processed correctly. To ensure you receive updates, add enquiries-cromartiehobbycraft@outlook.com to your list of trusted senders.
Can I Order Over the Phone?
Yes! Call us on 01782 319435 to place an order with our sales team. You can also email your order to enquiries-cromartiehobbycraft@outlook.com, and we’ll confirm receipt and arrange payment.
Payment Methods
We accept Visa, Visa Debit, MasterCard, and Maestro. Payments are securely processed through ClearAccept. If you prefer to pay via cheque or bank transfer, please contact us in advance. Please note that if a card transaction is declined, it may cause delays in despatch.
Changing or Cancelling Orders
Due to our fast shipping process, please notify us as soon as possible if you need to change or cancel an order. If you’d like to add to an order, you must contact us before 12 midday on the despatch day. Additional items requested after this time may need to be sent separately, which may incur extra shipping costs. For consumer orders placed online or by phone, this does not affect your statutory cancellation rights.
Shipping & Delivery
How are shipping charges calculated?
Shipping costs are based on the weight and destination of your order. UK mainland charges are displayed at checkout, while orders to the Highlands, Islands, and overseas will state "Shipping Quotation to Follow". We will contact you with an accurate quote.
Free Shipping:
New trade customers receive free delivery on their first order over £250 (ex VAT, UK mainland only). Orders over £1000 (ex VAT) qualify for free economy shipping (3 working days) or next day delivery for £10.
International Shipping: We ship worldwide; however, some restrictions may apply. Contact us for a quote.
Collecting Orders: If you’d prefer to collect your order, select the "Collect" option at checkout and specify your collection date in the Special Instructions. We are open from 7:00am weekdays for collection of orders, which must be paid and booked in with us before collection. If using your own courier, please inform us so we can package the order correctly. If you are attending any of our paint your own pottery business training courses or trade exhibitions and would like to collect an order on the day, you are most welcome- simply place and pay for your order online as above, stating which event you are collecting at.
Delivery Timeframes:
Orders placed before 12 midday (Monday–Friday) are usually despatched the same working day, subject to stock availability and order volumes. Orders placed after this time, or during particularly busy periods, may be despatched the following working day.
Economy delivery typically takes up to 3 working days after despatch.
Next working day delivery is available; however, despatch and delivery can occasionally be delayed due to stock availability, order volumes, courier delays or other unforeseen circumstances, so next working day delivery cannot be guaranteed. If delivery by a particular date is essential, please contact us before ordering.
Deliveries are made Monday to Friday, however we can arrange Saturday delivery if required at an additional charge (UK mainland) - please contact us for details.
Parking Restrictions and Delivery Access
Please let us know in advance if there are any parking restrictions, limited access, or delivery access issues at your address. Our deliveries are carried out by third-party couriers and hauliers, and we are unable to accept responsibility for any parking fines, penalty charges, or similar costs incurred during delivery. Delays may occur if there is nowhere safe and suitable for the driver to stop and unload.
Missed Deliveries
If no one is available to receive your order, the courier may leave a calling card, send a text, or email you with re-delivery details. Additional charges may apply for re-delivery. Please ensure someone is available to avoid extra costs.
Returns & Refunds
Returns are accepted within 28 days of delivery for unwanted or incorrectly ordered items. Items should be returned in a resaleable condition and, where possible, with packaging intact. Please note that return postage is not covered for unwanted or incorrectly ordered items.
If you receive an incorrect item in your order, please contact us so we can resolve this for you.
Return Address:
Cromartie Hobbycraft
Park Hall Road
Longton, Stoke-on-Trent
Staffordshire, ST3 5AY
Damaged or Missing Items
Upon delivery, please check for visible damage. If any is found, please sign for the order as "damaged" where possible and notify us within 48 hours so we can resolve the issue promptly. Please provide photos of any damaged items so we can arrange a replacement or refund. This does not affect your statutory rights. Please note, for single bisque items which are broken, we would normally arrange a refund.
Delivery Time Requests
Standard deliveries can occur between 8:00am and 6:00pm. If you require a morning or afternoon delivery, this can be arranged for an additional cost. Please specify your preference when ordering.