Frequently Asked Questions

Contacting Us

 

What are your normal working hours?

We’re normally available most days of the week, working with & around our customers and our family. 

We really do pride ourselves on being there for our customers when they need us.

 

Can I leave a telephone message out of hours?

Yes, if you ever get our voicemail, leave us a message and we’ll call you back as soon as we can. It always helps us too if you can leave an e-mail address.
Ordering From Us
Do your prices include VAT?
Yes, all prices quoted include VAT. If you are VAT registered and need a VAT invoice then let us know at checkout and we’ll get one emailed to you as a pdf.
How can I place an order?
We accept orders by post, phone, e-mail or via our website. You can use the product SKU or barcode – and if you don’t know either send us a description and we’ll do our best to find the item you’re looking for.
What payment methods do you accept?
Payment for UK orders can be made in almost any form, credit/debit card, Paypal, cheque or postal order.  
Can I order on line and pay by cheque or Postal Order?
Yes, please make cheques & POs payable to ‘WHICH CRAFT EUROPE LTD’.
Please note that cheques particularly from first time buyers may be delayed to allow time for them to clear.
Orders to be paid by cheque or postal order will not be processed until payment is received. 
Customers in the Channel Islands, please contact us. Unfortunately we cannot accept cheques unless drawn on a British clearing bank.
 
Sending Your Order
How much are your postage & packing charges within mainland UK?
deliveryandreturns.html
 
 
Despatching Your Order
How quickly will my order be despatched?
We aim to despatch your order within 2 working days of receipt. The cut off for same day despatch is normally midday. After this time your order is likely to wait until the following day. It is very rare for orders without outstanding queries to be despatched later than 48 hours after receipt.
How quickly will my order arrive?
We usually use Royal Mail and Parcelforce 48 hour parcel service. Royal Mail post normally arrives within two or three days and is not traceable. Two day parcel services are not ‘officially’ late until the end of the relevant day following despatch but, with a bit of persistence, can normally be traced. Please note that goods cannot be left unattended if nobody is available to take delivery.
Do you have an express delivery service?
Yes, the cost is £6.25 plus our regular postage charge and does not apply to highlands and islands unfortunately where express delivery will be faster, but will usually take longer to arrive than in other areas. Express delivery orders will be sent out the day we receive them if placed before midday. If placed after midday they will be sent the following working day. This service does not include weekends or bank holidays. Please note that choosing this service means your order will be processed and despatched as a priority but we cannot guarantee next day delivery.
Problems with delivery of your order
What happens if my order doesn’t turn up as expected?
There are rare occasions when delivery fails to meet expectations. In these circumstances we will do our utmost to find out where the package has gone astray and keep you fully and promptly informed. If your order has been despatched through Parcelforce and hasn’t arrived on time with a bit of persistence it can almost always be traced. This does not apply to orders sent by standard post though unfortunately.
 
What should I do if any of my goods are damaged?
Please let us know as soon as you receive your goods. We will advise the best course of action. In some circumstances we will ask for the products to be returned for inspection. There are occasions when this is not necessary.
Some very small proportion of breakages must be expected. We cannot be held responsible for negligence or improper handling on the part of the Royal Mail, Parcelforce or other delivery or handling agencies. In general if serious damage has occurred in transit (we had tyre tracks across one parcel!) compensation can be claimed against the handler.
Questions about Stock Levels
How reliable are your stock levels?
Our stock levels are well managed. We work hard to keep high stock levels and examine the sales trends of every line we carry to try and ensure maximum satisfaction. 
What happens if you are out of stock of part of my order?
Most out of stock items are already noted on the site. Where they are not and you have ordered them we apply the following policy.
If the goods are due in stock within 10 working days we will charge you and send the remaining items on without charging for postage. Please let us know if this unacceptable for any reason.
If the goods are not due within ten days and they make up an important part of your order we will try and contact you to ask if you would like to be informed when they arrive in stock.
Can you inform me when goods are back in stock?
If you let us know which items you are interested in we can contact you when these products are next available.
Can you inform me when out of stock goods are likely to be available?
We may be able to give an immediate indication of expected delivery times. If your needs are very specific or urgent we are happy to provide more detailed information.
Still not happy?......
What do I do if I am not happy with something?
If something doesn’t seem right please let us know as quickly and politely as possible. We will do our best to work out how the problem occurred and to provide the swiftest possible solution.

Written feedback is welcome. It will be taken seriously and will always receive an individual response. We are very happy to receive (fortunately very rare) written complaints. Please e-mail us to feedback@whichcraft.co.uk or write to Which Craft Europe Ltd, 101 Flixton Road, Urmston M41 5BF. 

We would prefer to know if you have problems so that we can change things, and hopefully you will shop again.