Frequently Asked Questions

How do I place an order with Crafters Cove?

Making a purchase could not be easier. Take your time to browse our online store and add any items that you wish to buy by clicking the 'Add to Basket' button. You can view and amend the items in your basket at any time by clicking the 'View Basket' button.

Once you have finished your selection, click on the 'Checkout' button and you will be asked for the details we need to complete the order.

Payment information is taken via our payment service provider, HSBC Secure ePayments. After clicking 'Next' you will be transferred to HSBC's secure website where you will be asked to input your credit card details. We accept all major credit and debit cards as shown on our homepage.

Once you have made a payment you will return to our website where a receipt page will be displayed. You can print this for your records should you wish and after clicking 'Done' you will receive an e-mail confirming receipt of your order.

Your parcel should be with you very soon.

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Do you have a paper catalogue?

Due to the fast pace at which our product range changes, it is not possible for us to produce a paper catalogue - by the time it was printed, it would be out of date! Our entire product range is available to view and purchase online, and is updated regularly.

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Do you accept mail or telephone orders?

Sorry no, we are unable to accept mail or telephone orders. Our entire product range is available to purchase through our secure website or by visiting our shop in Llangollen.

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Where do you ship to?

We ship anywhere within the United Kingdom. Unfortunately at this time, we do not ship to other countries.

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Do you have a minimum order value?

Yes we do. Our minimum order value is £10.00.

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How can I be sure that shopping with Crafters Cove is safe?

Your payment details will be entered into HSBC's ePayments site. Your details are fully encrypted and secure and are never seen by Crafters Cove.

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Do you share my details with 3rd parties?

Absolutely not. Never!

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I'm trying to match a colour. Can I be sure that what I see on your website will match?

Unfortunately this cannot be guaranteed. We do our best to represent products accurately in our web images, but every computer monitor is different and the colour you see on our site will depend on the setting on your screen. Occasionally (in advance of large orders, for example), it may be possible for us to send a sample for you to match before ordering.

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What happens if an item I want is out of stock?

On the rare occasion when an ordered item is out of stock, we will contact you and you can decide if you would like an alternative, would like the item placed on back order or would prefer just to remove it from the order. Please note that a slightly different process applies for sale and clearance items. These items will be removed from the order and your payment reduced accordingly.

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If I am not happy with my ordered products can I return them?

If you change your mind, you can return your purchased items at your own expense and we will refund the original transaction amount. If you receive your order and items are faulty or damaged, you can send them back to us and we will provide a refund or replacement (as you prefer) and also refund you for the expense of the return. For full details of our delivery and returns policies, please visit our Terms & Conditions page here.

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Do you have a shop I can visit?

Yes, we do. Our shop is located in Llangollen, North Wales. For more information, please visit our About Us page here

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Do you sell to the trade or have wholesale prices?

Sorry, no. Our products are available to everyone at the listed prices.

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I forgot to add something when I ordered, can I add to my order afterwards?

Unfortunately, once your order is placed we can only process a payment for that amount. We may be able to swap products of the same value if notified immediately, but we cannot make additions.

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When will I receive my order?

If your order contains the required delivery information and a valid payment, we will despatch it the next working day. You should then expect to receive your order in 1-2 days from this point, but this is dependent the Royal Mail. Occasionally heavy items have to be sent via parcel post which has a delivery estimate of 3-5 days.

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You stock a particular brand I'm looking for but not the product I want, can you get it for me?

This may be possible, depending on the product. Visit our Contact Us page here and let us know what you are looking for.

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How much is delivery?

Delivery is charged at a fixed rate of £1.99 per order, however, delivery is free if your order value is over £30.00.

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Do you ship to BFPO addresses?

As long as your delivery address has a United Kingdom Post Code we are happy to deliver to you.

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Can you send me a VAT invoice?

As a trading name of Fergus Martin Limited, Crafters Cove's VAT registration number is 900 2718 65. If you require a V.A.T. receipt please email your request to enquiries@crafterscove.co.uk

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After putting in my card details to HSBC I was asked for further information. What is this?

To increase the security of internet transactions Visa & Mastercard have introduced 3D-Secure (like an online version of Chip and PIN). Depending on the card you have chosen to use, when entering your card details into HSBC Secure ePayments, you may be asked by your card issuer for further authentication to setup and use these services.



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My question isn't answered on this page, where can I get more help?

Our email address, postal address and phone number can all be found on our Contact Us page here.

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