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. PLEASE NOTE if your address has restricted access or is down a narrow road a dedicated vehicle may be required which can incur an additional charge- we will contact you to confirm on receipt of your order.
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?
Please note at present there is a national shortage of delivery drivers causing some delays with deliveries to some areas- we would like to ask our customers to please bear this in mind when placing your order and to allow a few days for your goods to arrive.
Orders placed via our website over the weekend will be picked, packed and despatched during our normal opening hours of 8.00am- 4.00pm 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. Please ensure you are available to accept your goods on these days as a re-delivery charge may be incurred if delivery is attempted but not successful. 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 in the lead up to 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?
Usually delivery can be made any time between 8.00am and 6.00pm. 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 the courier cannot leave the goods in a secure place they will usually send a text message, e-mail or 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 please be aware that this can incur an additional delivery charge. Please note, prior permission from yourself as the customer is required in order for goods to be left unattended at your premises, and should you choose to do so this is at your own risk- Cromartie will not take any responsibility for any missing or damaged items that have occurred due to the goods being left at the customers request.
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 info@cromartiehobbycraft.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.
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 call us on 01782 319435 or e-mail enquiries@cromartie.co.uk to inform us of an incorrectly picked or incorrectly ordered item. When returning items to us, pllease 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