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 £10.00 goods value (price before postage).


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.
• Standard UK Delivery (£4.19) - takes 3-10 working days
Postage costs will always be displayed in your active shopping basket.
UK orders over £75 have the option of free postage for Standard 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 refunded minus any transaction fees incurred for receiving your payment.. It is important you do not attempt to place an overseas (outside the UK) order, to prevent you incurring this charge.


Do you deliver to Northern Ireland?
No. We are currently unable to deliver to any addresses in Northern Ireland. Sorry about this. Any orders from Northern Ireland will be cancelled and refunded minus any transaction fees incurred for receiving your payment.


Do you deliver to Channel Islands and remote islands of the UK?
We currently 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.

If you live in the Scottish Highlands or on a remote island (such as Orkney, Shetland, Lewis, Harris, Western Isles, Isle of Wight, Isle of Man, etc), please contact us to check whether your postcode is eligible for UK delivery. Whilst Royal Mail consider the above locations part of the UK, some couriers do not.


Can I have my parcel delivered to a self-storage or PO Box address?
We are unable to deliver to BFPO addresses, PO Box addresses, 3rd Party Parcel Holding Companies, Distribution Companies or Self-Storage addresses. Any orders addressed to any of these will be instantly cancelled and refunded minus any transaction fees incurred for receiving your payment.


Do you offer any other payment options, than online methods?
No. We accept payments made by debit or credit card. We use "Square" for our card payment processing. 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.
We currently still accept payments from PayPal accounts, but it may be removed in the near future, once our card processing system has been in place a little longer.


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.


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 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. Special requests will require a special listing to be made 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 you need a pack altering, we must make a special listing for you to add to your cart.


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:
• Standard UK Delivery - takes 3-10 working days
Most orders will arrive by the 3rd working day, but Royal Mail ask us to allow them 10 working days (2 weeks) before they consider a parcel delayed.


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 items 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, but I've had a dispatch note from you. Where's 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.


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