Terms & Conditions
It is essential that you read all of our Terms & Conditions should you wish to place an order with us.
It helps you to understand how we operate, and will also explain all areas of our trading relationship with you.
Trading Terms + Conditions
We are situated in the UK and can only post to UK Mainland addresses.
This includes the Scottish Highlands (and the remote Scottish islands), Isle of Wight, and Isle of Man.
If you are situated in the Scottish Highlands or on a UK remote island (such as Orkney, Shetland, Lewis, Harris, Western Isles, Isle of Wight, Isle of Man, etc), we can still post to your location, but please be aware that courier delivery times usually take a little longer than normal.
Please try to avoid using business addresses. There are occasions we are unable to deliver to a business location. Should this happen, we will cancel your order and refund your payment.
We cannot post to Northern Ireland. Any orders from Northern Ireland will be cancelled and refunded minus any transaction fees incurred for receiving your payment.
We cannot post to the Channel Islands (Jersey, Guernsey). Any orders from Jersey or Guernsey will be cancelled and refunded minus any transaction fees incurred for receiving your payment.
We are unable to deliver to BFPO addresses, PO Box addresses, 3rd Party Parcel Holding Companies, Distribution Companies, Self-Storage addresses, or any company who forwards mail on. Any orders addressed to any of these will be instantly cancelled and refunded minus any transaction fees incurred for receiving your payment.
We do not post outside the UK. Any overseas orders will be instantly cancelled and refunded minus any transaction fees incurred for receiving your payment.
All orders are ready for dispatch within 3 working days from receipt of cleared funds.
Working days are Monday-Friday excluding Bank Holidays. Payments received on Saturday or Sunday will automatically be classed as being received on Monday.
There are occasions that we may need to contact you to discuss your order before it is dispatched. Therefore your order will not be released until we have had a reply from you. Please check your emails regularly, incase we have contacted you and require a response before your order can be processed. It is advisable that you add our email address to your safe senders list in your email program. By doing this, you can ensure your filtering system does not send our email to the spam or junk mail folder.
Please reply to our emails within 5 days of us sending the email to you. Failure in doing so, may lead to your order being cancelled. We allow 5 days, as we know not everyone checks their emails every day. So by giving several days to wait for your response, ensures we allow adequate time to await your reply so that we can resolve whatever issue we may have with your order. If you reply after 5 days, and your order has already been cancelled, you will need to place a new order (should you still require the goods).
Orders are processed in the same order as we receive them, irrespective of the shipping service selected. The shipping service and delivery timeframe only begins once you have received an email from us with an Order Status Update saying "Posted".
Our "3 working days" processing timeframe does not mean you will receive your order within that time. It simply means your order will be ready for dispatch within 3 working days. Once your parcel reaches that stage, you will receive an email from us, to say your order will be dispatched, and then the timescale of the delivery will take effect.
We use flat-rate postage costs, so that you know exactly what costs will be, irrespective of the size or weight of your order. All postage costs are shown within your shopping cart. Once you have added your items to your basket, a postage box will appear below your list of items, which shows all available postal options and prices.
We offer one simple postage option.
• Standard UK Delivery (£4.69) - takes 3-10 working days
Add £85 of goods to your shopping basket, and Standard UK Delivery is free!
If you need to discuss parcel tracking options, please message us before placing your order.
Delivery timescales take effect once your order has been dispatched. Processing times still apply.
We use Royal Mail for Standard Delivery postage. There are some occasions when we need to upgrade your chosen delivery option. This is at our own expense, and we will never expect you to pay any additional postage costs to cover this upgrade.
Please remember that the postage cost we charge, is not just the price of postage stamps. It is also the cost of packaging materials and handling costs which are incurred for each and every order we process.
We reserve the right to upgrade your delivery method, at no extra cost to you. We will never down-grade a delivery service.
A minimum order amount of £10.00 is required, before you can begin checkout.
Once you have placed your order and completed payment, you will receive an email notification of your purchase. An invoice receipt will also be enclosed with your goods, within your parcel. We are not a VAT registered Company, so the invoice will not be a VAT invoice.
Please note, we are unable to add extra items to your existing order. If you require additional items, a new order will need to be placed on our website. We are not authorised to alter the amount of payment you have made. The only way to request additional payment is for you to place a new order on our website and complete your order and payment in the same way you did with your original order.
Please contact us immediately if there are any errors in your delivery address.
It is very easy for you to mis-type the formatting of your postcode, and even your property number. There have also been occasions in the past where customers who have recently moved home have forgetten to update their delivery address to the new address. You may also find that your own device (mobile, tablet, etc) may try to auto-correct your data when you input it, so please remember to double-check your full delivery address and contact us straight away if there are any errors/typo's in it.
Every order has its delivery address checked and verified with Royal Mail, before being dispatched. We do this, to ensure the address "exists" in the eyes of Royal Mail, as they are the Courier who delivers and insures our mail. If your delivery address does not match with the data on Royal Mail's database, your order will be placed on hold and we will email you to discuss this. Customers who are unable to provide a confirmed address (or do not respond to our messages regarding resolving the address issue) will have their order cancelled and their payment refunded (minus the original processing fee incurred on the transaction). Please remember to add our email address to your safe senders list, to ensure our messages reach your inbox successfully.
If your order is being delivered to your works address, please ensure the Company name, FULL postal address (including any building names, unit numbers, floor levels, and other relevant information) is included. Please remember that when we post your order, it will be delivered to your works Post-Room. It is essential that your contact name is part of your delivery address, to ensure your mail room staff know who to pass the parcel onto.
Once your order has been cleared for dispatch and handed across to the Postal Courier, we will email you a status update to say your order is "posted".
We have no control over the exact delivery time of parcels. The delivery times set for "Standard Delivery" have been set by Royal Mail as that is the timescale they need in which to ensure your parcel reaches you.
Please do not worry if you are not home when your parcel reaches you. The courier will leave a "While you were out" calling card, to let you know they attempted delivery. On that calling card, there will also be instructions on how you can request a re-delivery of your parcel on a more convenient day for you, and also how you can arrange to collect the parcel from the couriers sorting office in your local district.
If your order (or a calling card from a missed delivery from the courier) has not reached you in 15 working days (3 full weeks), please contact us to query your order.
Please be aware that if you fail to accept the parcel (and/or fail to arrange a re-delivery or collection of your parcel), or if the parcel is returned to us (due to one of the reasons above, or if you have provided an incorrect delivery address), then your order will be refunded, minus the original processing fee incurred on the transaction, and minus any postage costs which have been incurred (orders with free postage costs will have the "postage stamps" value deducted from the refund). If you require the parcel to be re-delivered to you, please be aware that you will be liable to pay the postage cost again (orders with free delivery will still need to pay for the re-delivery costs, in this case you will pay for the "postage stamps" value).
METHODS OF PAYMENT
Our shopping cart is set up to accept Debit/Credit Card payments.
- DEBIT/CREDIT CARD (via SquareUp) - a fast, safe, secure and reliable way to pay by card
Paying with card is fast and simple. You remain on our website throughout the whole checkout procedure. We never get to see your card details and we do not store them on our website or database. The card information you enter is securely sent to Square via encrypted methods, and they authorise your card and take payment for your order.
If you have questions about the processing of your payment, please do not hesitate to contact us to discuss.
Goods remain the property of Kellys Krafts until the order has been paid for and funds have been cleared.
In the unlikely event that an item is out of stock, we will contact you as soon as possible to offer either a suitable alternative or refund the cost of the item. We are aware that this may cause delays in posting out your order, so we urge all customers to regularly check their email up to 3 days after placing their order with us. Please remember to add our email address to your safe senders list, to ensure our messages reach your inbox successfully.
If you require a larger quantity than what is available on our website, please contact us to discuss this, before placing any orders.
All enquiries must be made before placing any orders, as we are not able to amend existing orders.
All of our items are described in as much detail as possible. Dimensions, colours and designs may slightly vary, as most of our items are handmade or come from handmade products. Monitor settings can also cause slight fluctuations in shades/colours.
Items such as peel off stickers may have small pieces lifted off (missing from) the sheet. You can be assured that these small pieces are not part of the item images, but merely just "negatives" (backing strands) which are usually left behind on the peel off sheet once you have taken off your outline sticker shapes.
Where multiple quantities of the same item is purchased, products may be bulk packed. For example, buying 1 pack of 10 fabric hearts will mean you will receive 1 bag containing 10 hearts. Buying 3 packs of 10 fabric hearts may mean that you will receive 1 bag containing 30 hearts, rather than 3 packs of 10 hearts. This is because we do not offer our goods in retail packaging, so can not guarantee whether your items will be individually bagged, or bulk bagged.
Special requests will require a special listing to be made for you and listed on our website for you. For example, you will not be able to purchase something from our website which is mixed colours and then ask us to change it to be a pack of blue pieces only. Purchasing the mixed coloured pack will mean we send you the mixed colour pack. If we have agreed to specially provide something for you (such as an alternative item than one listed on our website), then we must make a special listing for you to add to your cart. Your unique special code/link will be emailed to you, for you to purchase any special requests.
REFUNDS + RETURNS
Should you need to return anything to us, please contact us within 7 days of receiving your parcel. We allow this timescale, as we are aware it may take time to sift through your parcel and examine your goods. It also provides plenty of time to decide whether you still want your order, or whether you have had a change of heart and no longer require the goods (cool-down period).
It is important that you contact us before sending items back to us. That way we can discuss your problem, and agree a suitable solution. It may not be necessary for your item(s) to be returned to us (depending on your situation). Contacting us beforehand could save you on postage costs.
Once we have discussed your issue, and should you need to return your item(s), we will offer a "goods total" refund (total order cost less postage costs... also known as the "sub total" of your order) upon safe return of goods. Goods must be unused and still sealed in their original packaging.
Returns must be sent back to us within 30 days of your order. We are unable to refund for any items sent back after 30 days. Please ensure you keep your tracking number for your return parcel, as your proof of posting date.
Customers are responsible for paying their own return postage fees, if returning products. We strongly recommend you return your items via a traceable secure postal method, such as Recorded or Special Delivery.
If your items are damaged, please leave them in their packet and contact us immediately. All goods leave our premises in perfect condition, which will mean the damage will have occurred in transit. Please remember to contact us giving as much detail as possible. If you are able to provide a photograph of the damaged items/package, please do so. By providing this information, we can aim to rectify your issue accurately and in a timely manner.
Important Note: Orders which were eligible for free postage, and are being returned for unwanted/unsuitable reasons will be refunded minus "actual" postage. This only applies when your "returned items value" causes your goods total to fall below the "free delivery" threshold. (For example: You placed an order for £90, chose free delivery, and the parcel was posted to you at our own expense of £8.99. Upon receipt of your order you decided that £40 worth of the goods were unsuitable for your needs, and you returned the £40 worth of goods. Your refund would be £40 minus £8.99 = £31.01).
Sadly we have had to put this option in force, to avoid customers abusing our postage terms and conditions.
Free gifts are subject to availability, and also subject to whether free gifts are in operation at the time of you placing your order.
There are currently no free gifts in operation.
Free gifts are a promotional item, so please keep checking back to see if we have any offers in place at a later date! You can also sign up for our newsletter, to be notified of such offers.
PACKING + HANDLING
The postage price you pay on your order includes a packaging and handling fee. The "packaging" element is used to ensure the correct packaging is used on your order (sellotape, poly chips, bubblewrap, kraft paper, box, cardboard, etc, as and where necessary). This is to ensure your order is kept safe and secure whilst in transit. The "handling" element is to cover the overheads related to your order.
We use recycled packaging products as much as possible, so we are able to keep our "packaging" costs to a bare minimum.
All packages are double checked for accuracy before being sealed up for delivery. We thoroughly scrutinise every stage of your order, to ensure we offer 100% with our services.
All images and other content of our website are Copyright © Kellys Krafts.
You may not use, copy or edit our images. A lot of people are not aware that it is illegal to use other people's images without their permission (this includes ebay sellers).