Customer Support

This page is intended to outline all of our policies which affect you and all issues which you may have questions about. If you have a specific question which is not answered here, please let us know by e-mail .

Index:
How to order 
Delivery within the United Kingdom
Customer Support
Privacy
Cookies
Overseas (non UK) customers
Can I return items? 
Postage
Complaints
Delivery times (UK)

Making A Purchase

Making a purchase could not be easier. Just browse our Catalogue, type in the qty on any items that you wish to buy and then click on "Order" to put them into the shopping cart. You can then choose to "CONTINUE SHOPPING" or "PROCEED TO PAYMENT". After you have finished your selection, click on "Checkout" and you will be asked for a few details that we need to be able to satisfy the order.


We accept the following payment methods:

  • Mastercard / Visa Credit Cards
  • Paypal

Credit card payment - payments can be made securely through the web site (see notes on security below), or you may opt to 'Send details separately' - we will gladly accept your card details by phone.

PayPal 
- Select PayPal as a payment option when ordering then remit the total amount payable to our dedicated email address : clarksa@hcscrafts.co.uk. Please note that due to the nature of PayPal any payments are made immediately on PayPal completion.
For information on how to use or setup a Paypal account please go to www.paypal.com 


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Delivery within the United Kingdom

 

Providing your item is in stock, we will normally dispatch your order to you within 3 working days. Please allow 14 days before contacting us. Should your item not be in stock we will inform you by email and place it on back order - if on back order please allow between 10 to 28 days for delivery (please note that King Cole products that are not in stock can usually be dispatched within 7 working days).

More about delivery times...

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Customer Support

Our telephone number is 01908 565122. Office hours are 9.30am to 5.00pm Monday, Tuesday and Friday.



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Privacy

In order to offer you an efficient service we need to collect some information from you. We need your name and address to know where to send your order and your credit card details, number and expiry date to obtain payment for goods you have ordered. The telephone number and e-mail address is to enable us to contact you should there be any problem with your order.

The information you enter is sent to us via a secure server and is held only to enable us to complete orders and arrange payment on your instructions. We do not give, hire or sell information to third parties. HCS Crafts may wish to contact you in the future if we have products we think you would be interested in. If you do not want to receive any further information then please send us an e-mail and we will remove your address from future mailings.

Customer information is collected lawfully and in accordance with the Data Protection Act 1998.

If you have any questions, please e-mail

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Cookies

Our site uses cookies to keep track of the items you choose to buy, these are temporary and no information is left on your computer once you leave the site.

If you would prefer not to use cookies you can disable them from within your web browser. The shopping basket system will continue to work on most platforms but if you encounter problems, (e.g. items not appearing or disappearing) you will have to re-enable cookies within your browser if you wish to continue shopping.

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Overseas (non UK) customers.

We are a UK based company.

All items on our site are priced in Pounds Sterling and you will be billed in Pounds Sterling. This means that the amount you actually pay will vary depending upon the exchange rate at the time your transaction is processed.

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CAN I RETURN ITEMS?

If for any reason you wish to return your order, you can do this within 7 days of receipt by emailing us stating that you wish to return the items and we must receive them back within 21 days. We cannot accept a return without prior contact. Please note the return postage will be at your expense and the items must be complete and in new condition. On receipt of the items in satisfactory condition, we will issue the refund due.

Similarly if your order is incorrect or faulty, please advise us within 7 days and we must receive the items back within 21 days. At this point we will issue a full refund including the postage.

contact@hcscrafts.co.uk within 7 days of receipt.

All of the above do not affect your statutory rights.

 

 

 

 

 

 

 


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Postage

 

All UK orders over £30.00 are shipped FREE of charge; for orders below £30 postage is £3.00.

Overseas orders are charged by weight calculated when parcel is ready for dispatch, and are sent by Airmail using Royal Mail / Parcelforce. You will receive an email to advise of and request payment for the postage, once this is received your order will be dispatched.back to top

Complaints.

 

We believe that the goods we offer are of good quality and make every attempt to offer the most efficient service we can. However should our goods or services not live up to your expectations then please contact us either by:
e-mail customer services (this is probably the quickest way)
or by writing to:

 

The Customer Service Manager
HCS Crafts 
9 Swinfens Yd, High Street
Stony Stratford
Milton Keynes MK11 1SY



If your goods have been damaged in transit please retain the packaging and inform us within 
7 days of purchase giving as much information as possible. All damaged or faulty goods will be replaced by the equivalent product, or we will give you your money back if you prefer.

We endeavo
u
r to respond to complaints within two working days.

 

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Delivery times (within UK).

We always send an e-mail to the address you submitted to inform you of the dispatch of your goods, if goods cannot be shipped within a reasonable time we will e-mail you to advise you of this and, if there is to be a delay, ask if you wish to continue with the transaction and offer you the opportunity to cancel your order.

If you have received an e-mail informing you of the dispatch of goods you can be certain they are in transit, if you have not received the goods within seven working days you should contact us. Compensation is limited to the cost of the goods ordered and will take the form of replacement or refund. This does not affect your statutory rights.

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Cancellation

We offer a 100% satisfaction guarantee that means that if you are not satisfied with any product you buy from HCS Crafts you may return it (without giving a reason if you wish) within fourteen days and we will give you your money back. Fourteen days means fourteen days including weekends starting from the day you receive your goods.

If you wish to cancel your order before you receive your goods please notify us in writing and we will be happy to arrange for you to return the goods if they have already been shipped, or to cancel the order prior to shipping. There is no re-stocking fee.

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