Crafters Companion > Frequently Asked Questions

Frequently Asked Questions

General Questions

Do you have a shop?
Yes, we opened our flagshop store in Newton Aycliffe, Country Durham in May 2016. We have opened 2 further stores in Evesham and Chesterfield. Click here to find out more about them

Do you share my details with other companies?
No, we don’t share your details with any other companies.

Are you linked with Create & Craft?
No, we are a separate company to Create and Craft. If you have any query regarding an order placed through Create and Craft you must contact them directly.

How can I place an order?
You can place an order on the website, over the phone or through the post.

I have received my order but there is an item missing, what should I do?
You should check your invoice to see if there is an explanation as to why a product is missing from the order. If there is no note on the order, contact the office by telephone: 01388 663251 or email: customerservices@crafterscompanion.co.uk and we will be able to help you.

How long after placing my order should I expect to receive it?
Dispatch times are usually 1-3 working days from when the order was placed, however during busier periods, such as product launches, delivery may take slightly longer. This will be explained to you when placing your order over the phone. Alternatively please check Delivery and Returns for the most up-to-date information.

Most orders are sent via second class Royal Mail post unless otherwise specified. This will usually be delivered to you within a few days, if your order does not arrive with you within this time frame we recommend that you check with your local sorting office to see if they have the order for you as a calling card is not always left. If the sorting office do not have your order please call our customer services department on 01388 663251 for information on what to do next.

I have selected to pay by cheque or postal order – when do I need to send it? Before or after I receive the goods?
If you have selected cheque/ postal order payment, you need to send the payment before we can dispatch the goods. Cheques/ postal orders need to be made payable to ‘Crafter’s Companion Ltd’, with your order number written on the back and sent to;

Crafters Companion
Unit 1, Horndale Avenue
Aycliffe Business Park
Newton Aycliffe
County Durham
DL5 6DR

Payment needs to be received within 14 days otherwise orders will be automatically deleted from the system, and if you wish to go ahead with the order you will need to re-place it.Your order will be dispatched once the payment has cleared into our bank account.

Can I return an item and have a refund?
Providing the products are unused, in their original packaging and in a saleable condition, you can return an item along with a copy of your invoice for a refund.Plase note that you need to inform us of the return within 14 days of receiving the item and it does need to be returned to us within 30 days of receipt. A full refund of the product cost will then be issued. Also, if a product is faulty it can be returned with a copy of the invoice for a full refund. For more information please see our returns policy.

I placed an order for an item, but when it arrived, I realised I already had it. Is it possible to exchange it?
Providing the products are unused, in their original packaging and in a saleable condition, you can return an item along with a copy of your invoice for a refund on the product cost or an exchange. You must notify us of the return within 14 days of receiving the item and it does need to be returned to us within 30 days of receiving it.

What is your Fair Usage Policy for licensed products?
Please click here to view our Fair Usage Policy.

How long does it normally take for points earned when buying in store to get added to my account?
Any points earned from in-store purchases transfer overnight so they should appear the following day.

Do you ship to the United States?
Yes we do ship direct to the USA. Please refer to the delivery information page for more details on our delivery times and rates.

I’ve just placed and paid for an order but forgot to add an item. Can this be added to my order?
As long as your order has not been processed to the packing department you can add an item by giving us a call on 01388 663251. If your order is already in the packing department we are unable to amend it for you.

Do I get my loyalty discount in store?
Yes, your membership discount will be applied to all instore purchases.