Delivery / Returns + Terms & Conditions
Purchasing
Please note that some of the items stocked on this website are fulfilled by different stockists so your order will arrive in separate parcels where the stockist is different. As the customer you will only pay a combined postage cost for your purchases.
Payment will be taken via PayPal
Processing times
For stock items we aim to process your order by the end of the next working day. For custom orders, the item will be sent out as soon as it is ready, unless agreed otherwise.
Standard delivery is via the Royal Mail. The service used depends on the size and weight of your parcel. We may use a courier service if it is the most cost-effective method of delivery.
If you need your order sent out via next-day delivery, please email [email protected]
UK Standard - Royal Mail 2nd Class Signed For delivery costs
£2.70 for up to 250g – if able to send as large letter
£4.50 for up to 2kg – small parcel
FREE UK ONLY DELIVERY for orders over £50 [unless next day delivery is required]
Delivery
Delivery is charged in accordance with the size of the order as per the delivery cost at the time of order. However, should the volumetric weight be heavier when the parcel has been packaged up, we may ask for additional funds to cover the cost of the delivery.
Please ensure that you check all items on receipt, as faulty or damaged items must be reported within eight working days of receiving the parcel.
Items Not Received
If you do not receive your order, please contact us via email at [email protected]
Parcels are sent out via a tracked service, so we can quickly find out what the status of the parcel is. We may require you to check with your local post sorting office and/or immediate neighbours.
Unless your parcel has been sent out via a guaranteed delivery service, we reserve the right to deem the parcel as lost only after 28 days from the day of postage.
All notifications that an order or item has not been received need to be made in writing either by email to [email protected] or in writing to the address as below. If you do not require a replacement item, we will issue any refunds on items posted by standard delivery within 21 days of the original posting date.
Returns Policy & Making Returns
In the unlikely event that a parcel arrives damaged or faulty please contact us by email at [email protected] so we can arrange a replacement, exchange, or refund for you.
If you wish to return an item, it needs to be received back to the specified return address within 28 days of receipt for a refund or exchange. We ask that you please return the items where possible with their original packaging. This does not affect your statutory rights. As the goods are your responsibility until they reach their destination, please ensure you package your return to prevent any damage to the items or packages.
With the exceptions of faulty and damaged goods, we are not responsible for the return postage and advise that you obtain a certificate of postage in case the parcel fails to reach its destination.
If an item is returned outside of the 28-day time frame or is in a non-saleable condition a credit note may be issued at the discretion of Blue Heart Crafts.
If you wish to cancel your order and return it, under the Consumer Contracts Regulations, you must let us know within 8 working days of receiving your parcel. This can be done via email at [email protected]. Once we have confirmed the cancellation of your order, you will then need to return the whole order to the original sender, at your own expense. The original purchase price plus original postage will be refunded, and we aim to process returns within 5 working days of receipt.
Returning items
Please ensure that you retain proof of postage.
All items for return need to be sent to the original seller.