Shipping policy

Shipping, Delivery and Collection

We carefully prepare every order and aim to get your purchases to you as quickly and safely as possible. This policy applies to purchases completed directly through The Home Crafters website.

📦 Order Processing and Dispatch

Most website orders are processed during our opening hours and dispatched directly from our shop in Yate Shopping Centre, Bristol.

In-stock products selected for standard delivery are carefully packed and usually dispatched within three working days of purchase. Orders placed before 3pm on a weekday will often be dispatched the same day, but this is not guaranteed.

Dispatch times may be extended during public holidays, periods of closure, exceptionally busy periods or where an item’s availability requires additional confirmation.

A dispatch confirmation will be sent when your order has been prepared for delivery. Where tracking is available, the relevant tracking information will be included or provided separately by the delivery service.

🖨️ Print-to-Order and Partner-Fulfilled Products

Some products are printed, produced, supplied or fulfilled after an order is placed. These products may be dispatched directly from one of our external fulfilment partners rather than from our Yate shop.

Partner-fulfilled products may have different production times, delivery services and postage charges. The estimated timescale shown on the relevant product page should be considered before ordering.

If an order contains products dispatched from more than one location:

• The products may arrive on different dates
• More than one parcel may be used
• Separate tracking details may be provided
• Additional or combined delivery charges may apply

Print-to-order and externally fulfilled products may carry their own delivery charge regardless of the total order value. Any applicable delivery costs will be displayed at checkout before payment is completed.

Please be aware that production and dispatch times for these products are managed by the relevant fulfilment partner. We will assist with any questions or problems relating to an order placed through The Home Crafters checkout.

🤝 Affiliate Seller Products

Some products displayed on our website may be offered by an affiliated third-party seller.

If you complete your purchase through The Home Crafters checkout, we remain your point of contact and the delivery information displayed during our checkout process will apply.

If our website directs you to another seller and you complete your purchase through that seller’s own website or checkout, your order is placed with that business. Its own delivery charges, timescales and shipping policies will apply.

💷 Shipping Charges

Accurate shipping costs are calculated at checkout after you enter your delivery address.

As a guide, most standard small parcels dispatched from our Yate shop currently cost £4 per order, or qualify for FREE standard delivery when you spend over £40 on eligible products.

The free-delivery threshold may not apply to:

• Print-to-order products
• Products dispatched by an external fulfilment partner
• Oversized or particularly heavy products
• Orders requiring dispatch from multiple locations
• Deliveries outside the UK mainland
• Products specifically marked as excluded from free delivery

Where an order requires more than one separately dispatched parcel, the applicable rates may be combined into one delivery charge at checkout.

The shipping charge shown at checkout before payment is the charge applicable to that particular combination of products, delivery method and delivery address.

🚚 UK Delivery Services

Most standard parcels dispatched from our Yate shop are sent using Royal Mail Tracked 48. Royal Mail aims to deliver Tracked 48 parcels within two to three working days after dispatch. This is a delivery aim rather than a guaranteed service.

For certain smaller or lower-value orders, an economical untracked delivery option may also be available at checkout. The delivery method selected will be shown in your order confirmation.

Untracked services do not provide live tracking, delivery scans or confirmation of the precise delivery time or location. Customers selecting an untracked option should therefore allow the full estimated delivery period before reporting a delayed parcel.

Choosing untracked delivery does not affect your statutory rights or transfer legal responsibility for the parcel to you. Orders placed through The Home Crafters remain our responsibility until delivered to you or to a person you have nominated to receive them.

We may use a different courier or delivery service where this is more appropriate for the size, weight, value or destination of the parcel, or during periods of anticipated service disruption.

🔎 Tracking Your Order

Tracking information is provided only when a tracked delivery service has been selected or included with the order.

Tracking may not update immediately after a label is created. The first update may appear only after the parcel has been collected or scanned into the delivery network.

If tracking shows that delivery has been attempted, left in a safe location or made to a neighbour, please follow the information supplied by the delivery provider. If you are still unable to locate the parcel, please contact us.

Untracked orders cannot be monitored while in transit and will not normally receive delivery scans. We retain proof of posting where available and can use this when investigating a delayed or missing parcel.

⏳ Delayed Deliveries

Delivery estimates are not guaranteed unless a specifically guaranteed delivery service has been purchased.

Delays may occur because of:

• Severe weather
• Industrial action
• Seasonal or peak-period demand
• Public holidays
• Transport disruption
• Delivery-network problems
• Incorrect or incomplete address details
• Events outside the reasonable control of the delivery provider

We remain responsible for orders placed through The Home Crafters until they are delivered to you or to a person you have nominated to receive them.

If your order has not arrived within its expected delivery window, please contact us with your order number and confirm whether tracked or untracked delivery was selected.

For tracked orders, we will review the available tracking and make enquiries with the delivery provider. For untracked orders, there may be no journey or delivery information available, and we may need to wait until the delivery provider’s required investigation period has passed.

These circumstances may extend the estimated delivery time, but they do not affect your statutory consumer rights.

❓ Missing Parcels

The point at which Royal Mail will consider a parcel lost depends on the service used.

Royal Mail may require:

• At least seven working days after the expected delivery date before accepting certain claims for missing Tracked 24 or Tracked 48 parcels
• At least ten working days after the expected delivery date before treating an untracked First or Second Class item as lost

You do not need to submit a claim to Royal Mail yourself. As the sender, we will investigate the missing parcel and make any appropriate claim with the delivery provider.

Untracked delivery provides less evidence about a parcel’s journey or delivery, so investigations may take longer. However, selecting an untracked service does not remove your right to receive the goods you ordered.

If the parcel cannot be located after the relevant investigation period, we will arrange the appropriate replacement or refund.

Please notify us promptly if a parcel appears to be missing, as delivery providers impose time limits on investigations and compensation claims.

Nothing in this section affects your statutory right to receive the goods within the agreed timeframe or, where no different timeframe has been agreed, within 30 days of the contract being made.

⚠️ Damaged or Incomplete Deliveries

If your parcel arrives damaged, opened or incomplete, please contact us as soon as possible and provide:

• Your order number
• Details of the affected products
• Photographs of the parcel, packaging and products, where possible
• Details of any missing items

Please retain the packaging until we have confirmed whether it is needed for the delivery investigation.

Photographs help us resolve delivery problems more quickly, but requesting them does not affect your statutory rights. We will arrange an appropriate replacement, refund or other remedy where an order has been damaged or lost in transit.

🏠 Delivery Addresses

Please check your delivery address carefully before completing your order.

If you notice an error, please contact us as soon as possible. We cannot guarantee that an address can be amended once an order has entered production, been packed or been transferred to a delivery provider.

If a parcel is returned because the address supplied was incorrect or incomplete, or because it was not collected following an attempted delivery, we may ask you to pay the cost of sending it again.

No additional postage will be charged where the delivery failure resulted from an error made by us or the fulfilment partner.

🌍 Deliveries Outside the UK Mainland

Delivery availability and charges for destinations outside the UK mainland are calculated at checkout where service is available.

Delivery times may be longer, and oversized, heavy or partner-fulfilled products may not be available for every destination.

International customers may also be responsible for local customs charges, import duties or taxes imposed by the destination country. These charges are not controlled by The Home Crafters and are not normally included in the checkout price unless expressly stated.

🛍️ Click and Collect

Orders placed for collection will be prepared at:

The Home Crafters
17 West Walk
Yate Shopping Centre
Bristol
BS37 4AX

We will email you as soon as your order is ready. Collection orders are normally prepared within 24–48 hours, depending on our opening hours and stock availability.

Please wait until you have received the ready-for-collection confirmation before travelling to the shop.

Print-to-order and externally fulfilled products may not be available for collection unless this option is specifically displayed at checkout.

📧 Contact Us About Delivery

If you have any questions about dispatch, tracking or delivery, please contact us and include your order number so that we can locate the relevant information quickly.

Where your order contains separately fulfilled products, please specify which parcel or item your enquiry relates to.