Delivery and returns

Delivery

We deliver to UK addresses only.

You will see the delivery cost at checkout before you pay.

How long it takes

Nothing is held in stock. Every item is made after you order it.

We make and dispatch your order within 3 days of receiving it. For custom orders, that is 3 days from when you accept the quote and pay.

After that it is with Evri. Their delivery time is on top of ours, so allow a few extra days, especially before Christmas.

If we cannot meet the 3 days for any reason, we will email you to let you know.

Collecting your order

Choose collection at checkout. Collection is in Newcastle (NE3).

We will email you when your order is ready and agree a time. Please do not turn up without arranging it.

If your parcel does not arrive

Email hello@kentoncrafts.co.uk with your order number. We will chase it with the courier.

If the parcel is lost, we will remake your order free or refund you.

Returns and refunds

Changed your mind

Most things bought online can be cancelled within 14 days for any reason. That right does not apply to goods that are personalised or made to your own specification.

Everything we sell is made to order with your wording, your photo or your design. So you cannot cancel or return an item just because you have changed your mind.

This exception is set out in regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If you need to change or cancel an order, email us straight away. If we have not started making it, we will do our best to help.

Faulty, damaged or not what you ordered

This is different. Your rights under the Consumer Rights Act 2015 apply in full.

Your item must be as described, of satisfactory quality and fit for its purpose.

If it arrives broken, is faulty, or is not what you ordered, we will put it right.

• We will replace it free of charge, or
• we will refund you.

If you tell us within 30 days of receiving it, you can choose a full refund instead of a replacement.

What to do

1. Email hello@kentoncrafts.co.uk with your order number.
2. Attach a clear photo of the problem. If it broke in the post, include a photo of the packaging.
3. Tell us if you would like a replacement or a refund.

Please do this as soon as you can after your order arrives. It helps us claim from the courier. Taking longer does not take away your legal rights.

A photo is usually all we need. If we do need the item back, we will pay the return postage.

Refunds go back to the payment method you used.

Our mistake or a typing mistake

We print exactly what you typed and confirmed at checkout. That includes spelling, capital letters and punctuation.

If we got it wrong: if what we made does not match what you typed and confirmed, we will remake it free.

If the mistake was in what you typed: the item was made as ordered, so we cannot replace it free. Email us straight away if you spot a mistake. If we have not started making it, we will change it for you.

Please check names, numbers and dates carefully before you pay.

See also our terms of sale and contact page.