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Frequently Asked Questions
Do you have a catalogue which you can post out to us, or email to us?
Due to the ever-changing products and prices on our website, we do not keep a catalogue of products. All of our stock available for purchase can be found on our website at www.kellyskrafts.co.uk.
Do you have a highstreet shop we can visit?
We are an internet based Company, so do not have a shop for customers to visit.
Is there a minimum order requirement?
Yes. Minimum order level is usually £15.00 goods value (price before postage).
Occasionally, we lower this threshold for a limited time only. As soon as you add an item to your basket, it will let you know our current "minimum spend" value.
How much postage do you charge?
We use "flat rate" postage, so you always know the postage cost, irrespective of the size/weight of your order.
• 2nd Class UK Delivery (£3.99) - takes 3-10 working days
• 1st Class UK Delivery (£4.99) - takes 2-5 working days
• Express UK Delivery (£9.99) - takes 1-3 working days, and comes tracked & insured
Postage costs will always be displayed in your active shopping basket.
UK orders over £60 have the option of free postage for 2nd Class Delivery.
Can I collect my order from you?
No, sorry. We are unable to offer collection of orders.
I live outside the UK, and want to place an order. Can I do this?
Unfortunately not. We are a UK based Company and we only post to UK addresses. Important.... please do not attempt to complete an order on our website if you live outside the UK. Doing this will cause your order to be instantly refunded minus £1 handling charge. It is important you do not attempt to place an overseas (outside the UK) order, to prevent you incurring this charge.
Do you offer any other payment options, than online methods?
No. We accept payments made via PayPal, and also debit/credit card payments made through PayPal (no PayPal account required for debit/credit card payments). To read more about how to complete checkout via PayPal without using a PayPal account click here
I want to phone through my order, or send it to you by post. Can I do this?
Unfortunately not. The only way to place an order with us is on our website using the shopping cart, then completing checkout and paying online with credit card, debit card or your PayPal account.
Why do you not show your telehone details on your website?
We do not have a telephone linked up with our business, so we are unable to take telephone enquiries and orders. We took this approach as most customers are happy to use the online system, so our time is best spent picking and packing incoming orders from our website. All email enquiries will be responded to quickly, as we regularly check emails throughout the day, inbetween packing orders.
I want to stop receiving your newsletters. How do I do this?
We are sorry to hear you no longer wish to receive our newsletters. To stop receiving offers, vouchers and newsletters, please follow the steps below:
• Log into your Kellys Krafts account using the login link at the very top of the page.
• Once logged in, visit the "my account" area (the link is at the very top of the page again).
• Under the "Email Notifications" section, click "subscribe or unsubscribe from newsletter".
• Untick the box and click "update" and you will instantly be removed from our mailing list.
Should you ever change your mind in the future and wish to start receiving them again, simply follow the steps above, and then tick the box in the last stage and it will add you back on to the mailing list.
I have a Kelly's Krafts voucher. How do I redeem it?
Vouchers are redeemed at checkout stage. Please follow these steps to ensure your voucher is applied correctly:
• Add items to your shopping basket in the usual way, until you are ready to begin checkout.
• Click the "Pay with PayPal" button to be re-directed to the PayPal website.
• Log into your PayPal account, or use the "no account" feature and enter your card details.
• Click continue, to return back to the Kellys Krafts website, and begin checkout.
• Page 1 of 3: Choose your desired shipping method from the options available. Click "Continue Checkout".
• Page 2 of 3: Enter your voucher code in the Discount Coupon Redemption box. Click "Continue Checkout".
(you will also need to tick the "Terms + Conditions" box to confirm you are happy with our terms).
• Page 3 of 3: Review your order details, delivery address, and check your coupon has been applied.
• Click the "Confirm Order" button. A copy of your order will be emailed to you upon completion.
If you are having trouble applying your voucher code, please try copying and pasting the code rather than trying to re-type it manually (to avoid any typo's). Also please check the expiry date you were given with the code, to ensure the date has not lapsed.
How do I know if you have sufficient stock for my needs?
All of our products listed on our website show the available stock quantity. You are not able to purchase more than the quantity shown. Should you wish to purchase more than we have showing as available, please contact us to discuss this, and we can arrange for the items to be back-ordered as and where possible.
I want to purchase something, but would like them to be in different colours than listed. Is this possible?
This all depends on the type of product you are enquiring about. Our die cut shapes and crafting kits are made in-house, so we are usually adaptable with the colour options. This includes the die cut letters and numbers. Should you wish to purchase items different than stated in the listing, please ensure you email us before placing any orders, so that we can make a special listing for you.
Will your card work in my printer?
This all depends on the type of printer you have. The only way to actually know for sure, is to purchase just one sheet and sample it before committing to larger volumes of it. As all printers respond differently to various thicknesses, textures and finishes of card, it is safest to assume our card will not work in your printer. The one exception to this rule is our standard tinted craft card which is a flexible 160gsm thickness, does not have a glossy coating to it, and has a flat matt finish to it. This card can be found here.
How will I know if my order has been processed?
We will email you once your order is ready for dispatch. You can also monitor the progress of your order by logging into your account at www.kellyskrafts.co.uk and visiting the "My Account" section.
How long do orders take to arrive?
Once you have received your email to say your parcel has been dispatched, the following timescales will apply:
2nd Class UK Delivery - takes 3-10 working days
1st Class UK Delivery - takes 2-5 working days
Express UK Delivery - takes 1-3 working days
I have placed my order but my postal address is incorrect. Can I amend it?
If you have mis-typed your postal address on your order, you must contact us immediately, to let us know your correct address. This is to avoid your parcel being sent to an invalid address, and will ensure a safe transit and arrival of your parcel. If you have already received an email from us to say your order has been posted out, then your address can not be changed at that point.
I would like my parcel to be sent to a different address than on my order. Can I do this?
We are unable to post out your order to a different address than shown on your order. If you wish your order to be sent to a completely different address then you will need to cancel the existing order, and place a new order with your new payment method/postal address.
I have placed an order and want to add more item to it. Is this possible?
Unfortunately not. If you wish to purchase additional items, you will need to place a new order for them. Once your order has been processed and payment has been made, we can not amend your existing order, and are not able to request additional money from you.
My order has not arrived yet, but I have had a dispatch note from you. Where is my parcel?
When we send you a dispatch email, it is to let you know we have handed over your parcel to the courier. Delivery timeframes apply and it could be that your parcel is still in transit to you. If it has been over 10 working days for UK customers, then we need to investigate the whereabouts of your order. It could be that you were not home on the day your parcel was delivered to you, and it is sat in the Royal Mail Local Sorting Office for collection. Please visit your local centre along with your calling card and some I.D. to see if they have hold of your parcel. Please contact us immediately, if you still have no luck locating your parcel.
Will I receive an invoice with my parcel?
Yes you will. All orders have an invoice receipt enclosed with the goods. As soon as you place an order with us, you also will receive an email with details of your items ordered. Please be aware that we are not a VAT registered Company, so the receipt will not be a VAT invoice.
All pictures & other content of this UK card making supplies craft website store are copyright © 2018 Kellys Krafts.