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Despatch

Orders

  • Orders are shipped on a first come, first served basis.  
  • Please remember to let us know if your order is required for a specific event and we will endeavour to ship accordingly. 
  • Likewise, please let us know if your order is non-urgent to help us prioritise our delivery schedule.
  • Typically goods are despatched within 24-48 hours of receipt of orders.  We prefer longer timescales for initial stock orders and overseas orders may take longer to co-ordinate.
  • Items are sold in box quantities or pack sizes unless specified as "sold singularly".

Courier Charges - Mainland UK

  • Charges are £10.39 for the first 15kg plus 37p per kg (ex VAT) thereafter. *
  • Small (light) orders will be weighed & may be eligible for a lesser charge.  *
  • Please note that we do not send goods via Royal Mail.
  • UK mainland orders over £500 (ex vat) will be despatched on a half price pallet service. *
  • UK mainland orders over £900 (ex vat) will be despatched on a free pallet. *

*This excludes some areas of Scotland where higher zone charges are applied by our couriers e.g. some postcode areas such as AB, FK, HS, IV, KW, KA, PA, PH, ZE. Please note that these zones may have longer delivery times depending on the type of delivery service used e.g. parcels or pallets. Shipping rates can be confirmed prior to despatch. Parcel costs are based on the final weight and dimensions of each order. Therefore, actual charges can only be confirmed when an order has been picked and packed.

Courier charges - Non Mainland

  • For orders exceeding £500, overseas customers will benefit from subsidised rates.  These rates will be confirmed once shipping quotes have been obtained.

Courier Charges - Overseas

  • Carriage will be charged at cost for all orders to be delivered outside of the UK.
  • If the business is in Europe, we need to know the equivalent to the VAT registration number (sales tax) in the relevant country when setting up the account. This number is loaded in our accounts package and it will zero the VAT automatically.  If you do not wish to register your business, or are in the process of registering the business, then we have to charge VAT and you will need to claim back the money yourself.
  • We don't need a VAT registration (sales tax number) for non EC countries.
  • Please remember to allow extra time for shipping.  Places like Singapore may take 2 weeks shipping.  European destinations are normally 3-5 days from day of despatch.
  • For orders exceeding £500, overseas customers will benefit from subsidised rates.  These rates will be confirmed once shipping quotes have been obtained.
  • Regretably we are not able to ship orders to the USA or Canada.
  • Unless stated otherwise, all consignments are sent on a "door to port" service.  We will work with the shipping agencies to provide the necessary, legal export documentation.
  • As Internet shopping becomes more popular, what is often not understood is that as soon as a product is purchased from another country, then the buyer effectively becomes an importer and becomes liable for duty and sales tax payments.  Please note that Country Love Crafts are not responsible for providing information on import regulations and charges.  Regulations and charges vary according to the type of goods imported and the "Country Of Destination".  It is the buyer's responsibility to investigate these matters.

Delivery Arrangements:

  • Deliveries are made weekdays and are generally between the hours of 9am and 5pm.
  • It is possible to organise a Saturday delivery to a mainland UK address for an additional charge.
  • We are unable to offer a timed service.
  • Please remember to provide additional instructions at the time of ordering e.g. narrow street, business opening times, or alternative arrangements should you have to collect children from school etc.
  • We respect your right to receive our products in good condition and unreservedly will credit any damaged or unsatisfactory items. The item can then be re-ordered with your next order. 
  • If you require a specific number of items for an event, remember to order a few extra items as a contingency.

Signing for Goods:

  • Your invoice will generally arrive with the goods.
  • Unless you check your consignment while the courier waits, please do not sign for any goods without marking the paperwork as "unchecked". We are unable to make a claim on damaged goods unless this practice is followed.
  • Remember to check courier paperwork thoroughly to ensure you sign for the correct number of boxes with the correct addresee information.

Late or Non-Arrival of Goods:

  • Any time or date for delivery is given in good faith but is an estimate only.  We shall not be liaible for the consequence of any delay, however caused.
  • We are unable to contact a delivery driver on the day of delivery.
  • We hope that your goods arrive within the expectations given by our sales staff. However, if your goods are late or the service is disappointing, please let us know immediately so that we may carry out appropriate investigations.

Collecting Orders:

  • If you live locally, you may wish to save delivery charges and collect the order yourself.  Please let us know if this is your preferred option.
  • Please note that we do not have a shop.  Whilst we are happy to process small, spontaneous orders, there may be a small wait while the order is picked & processed.  If you plan to collect an order, we recommend placing it in advance to avoid unnecessary delays. 

Organising Your Own Transport:

  • If you would like to use your own courier we will pack your order for collection. Please let us know if this is your preferred option.  Remember to let us have the name of the courier and work with us to agree a mutually convenient collection date.

Order anomolies:

  • Where possible, damaged items and order anomalies need to be reported within 48 hours of receipt.
  • We are unable to make claims for compensation with our couriers unless we receive notification within seven days of receipt of goods.
  • Damaged items will be credited.  Due to the fragile nature of our products, and to save on costs, we would prefer to credit goods or send out replacement goods with a future order. We cannot replace single units as items are sold in box quantities (or pack sizes) - unless of course, the item is specified as "single" or "sold singularly".
  • We will require photographic evidence from any customer claiming credits for damaged items. Please email photographs to sales@countrylovecrafts.co.uk
  • All claims & shortages must be made in writing within 7 days of delivery date quoting the invoice number.
  • Regrettably, we cannot give a credit for problems that are reported later than 30 days from the date of the invoice.
  • Occasionally we may ask for goods to be returned.  On these occasions, Country Love Crafts will reimburse return postage (this will need to be pre-agreed/authorised by us in writing).
  • Stock cannot be returned unless a genuine mistake has been made. If this happens please call the office within 48 hours of receipt of the order.
  • A credit will be raised for returned goods (minus a 15% handling charge) provided they are:-
    • Received back in a re-saleable condition.
    • Accompanied by a copy of the Invoice & an explanation for their return.
    • With authorised prior agreement from a manager.

Other Notes:

  • If you want to test the popularity of an item, ask us to send a FREE SAMPLE with your next order (limited supplies available).
  • Any product or service is sold in accordance with the Terms of Trading outlined on the inside cover of our catalogue and on our website.
  • Unless otherwise stated, prices quoted exclude delivery and VAT.
  • Prices are correct at the time of print and are subject to change without notice.