Ordering, delivery & returns
Placing your order
AS OF 29/3/20, WE ARE ONLY SHIPPING TO UK ADDRESSES. PLEASE NOTE, WE ARE CURRENTLY SHIPPING OUT TWICE A WEEK AND THERE MAY BE DELAYS WITH ROYAL MAIL DELIVERIES. THANKS FOR YOUR PATIENCE. STAY SAFE!
We hope you will find that placing an order with us is super easy. All you have to do is add the items you would like to the basket and when you are ready to pay press the proceed to check out button. You will be able to create an account which will enable you to track your order. If you don’t want to create an account you can checkout as a guest.
Please note, at busy times of the year we can't combine orders placed at different times - sorry!
We use Paypal to take payments, which accepts all major debit and credit cards. You do not need a Paypal account to make a purchase. No payment or card data are held by us on our systems.
We try our best to represent our items as best as possible however, due to different monitor settings colours can vary from computer to computer. If you need an exact match for our felt please either purchase a colour chart or we’d be happy to help with colour matching – just get in touch!
Your order will be carefully hand packed, checked and in most cases will be dispatched within 2 working days following receipt of payment (usually sooner). Custom cuts of felt and die cut shapes will be sent out within 5 days.
For UK orders we have a flat rate delivery charge of £2.65 for 2nd Class or £3.50 for 1st Class Royal Mail. There's free 2nd Class delivery for UK orders over £35 - woo hoo!
All bulky or heavy (over 1kg) orders will be sent by courier and should be with you in 3 - 5 days from dispatch.
You can also choose to have your order sent by Royal Mail Special Delivery Next Day at a cost of £9.50 (up to 1kg), which guarantees to deliver your item the next working day for orders received before 10am. Please note, Special Delivery orders are not dispatched on a Friday - they will be sent on the next Monday. Next day delivery is not available on Bank Holidays or to the Channel Islands, Isle of Wight, Isle of Man, Northern Ireland and remote parts of Scotland.
We are based in the UK but are happy to send orders all over our lovely world via the Royal Mail. We use flat rates but have exceptions for large orders*:
Europe - £8
Australia, New Zealand & Singapore – £12
Rest of World – £10
Royal Mail aims to deliver to international destinations within 5-15 working days, but it can take up to 25 working days, particularly if customs clearance is required.
Royal Mail Airmail is not a tracked or guaranteed service. If you would like to have your item sent via a tracked service or higher insurance (see below) please contact us for a quote. This will be charged at cost.
* For large international orders over 1kg we reserve the right to pass on additional postage charges. We will always contact you prior to dispatch to advise of any additional charges.
We always obtain proof of postage. In our experience, Royal Mail is a very reliable service. If your parcel has not arrived as soon as you hoped please allow 10 working days for UK orders and 25 working days for international orders before you contact us to allow sufficient time for postal delays to be cleared. If your parcel hasn't arrived it's worth checking with your neighbours and local sorting office because missing parcels are often there, sometimes without a card being left. Please note, if you ask us to deliver to somewhere other than your shipping address (eg a neighbour, somewhere on your property etc) you will be accepting responsibility for this and we we will not be able to help if there is any loss or damage in this instance.
All our delivery times are estimates and we cannot be held responsible for delays in deliveries caused by customs or the postal/courier services.
If your parcel is returned to us because it wasn't collected from the sorting office or the incorrect address was given, we can arrange to have it sent back to you for an additional shipping cost.
I strive to have happy customers and want you to be delighted with your purchase. If for any reason you want to return your items please let us know in writing (by email to firstname.lastname@example.org or using the returns form) and then return them within 14 days of receipt. A refund (excluding postage costs) will then be provided via Paypal within 5 working days.
I’m sorry but custom orders and cut lengths of fabric, ribbons or trims cannot be returned.
Please ensure that your items are returned in a resalable condition, that all products are unused and with the original packaging intact. Used goods cannot be refunded and these will be returned to you at your own cost.
We recommend that you use recorded delivery or obtain proof of postage for your returned items as we cannot be responsible for items lost in transit.
Please see our returns policy for further details.
Returning damaged or faulty goods
We really hope that you will love the quality of our products and our customer service. Unfortunately, sometimes things go wrong. If you receive an item which is damaged or faulty we will cover the postage cost of returning the goods to us and provide you with a full refund or exchange. Prior to returning your goods please email us with description and photo of the fault for your return to be authorised.
In the UK you have to be 18 or over to buy scissors. If you purchase scissors from Cloud Craft you are confirming that you are over 18.