frequently asked questions frequently asked questions

Frequently Asked Questions

Find out answers to the questions we are most commonly asked by our customers.

Orders

  • Our general turnaround time for orders placed through the website will be between 1-3 working days to process, cut and despatch.
  • This does not include postage which usually takes an extra 2-3 days.
  • During busy periods (Mother's day, Father's day, Christmas etc.) turnaround times and postal times may increase without notice.
  • Please check our homepage banner for the current estimated turnaround time.
  • Yes, we can source and cut from many other materials. Please contact us with your requirements and we'll see what we can do.
  • Yes, If you already have your design ready drawn, please get in touch and one of our designers will be able to check it over and advise you further.
  • We also offer a custom design option if you have a design in mind. We are more than happy to create a design for you.
  • It depends on the product, but most products can be customised as everything is made to order.
  • All default custom options are outlined on the product page, so look out for customisation options there.
  • If you can't see the options you require then please email your enquiry to info@familycrafts.co.uk and we will see if we can make this available for you.
  • Yes that should be fine! We always ask customers to message, email or call us first just to check. We just need to confirm your order isn't already packed.
  • Once we have confirmed your order isn’t packed, you can go ahead and add your additional items.
  • We'll then add your orders together for despatch.

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  • All our sizes are measured in millimetres (mm).
  • Where words and names are used, the size in mm relates to the initial capital letter's height. The length of the word will be dependent on the font chosen.
  • Please note all dimensions are approximate and may vary slightly from shape to shape.
  • If you cannot see what you're looking for on our website please contact us.
  • We are always happy to work with you to design and cut a bespoke piece to you specific needs.
  • Please note that unless otherwise requested, we may post pictures of these designs on our social media sites, and/or website for promotional purposes.

Products

  • The majority of products available on our website are cut from high-quality Premium 3mm Medite MDF.
  • We also cut from Veneered MDF, Birch Plywood, Poplar Plywood and Acrylic.
  • Most of our customers use acrylic paints when decorating our products, these are easy to use, affordable and easily accessible.
  • We have also seen very good results using paint tester pots from DIY shops.
  • Aerosol spray paints are a really great solution for covering large areas with a flawless and even finish.
  • If needed, use a fine sandpaper once your first coat has dried and apply a second coat of paint to give it a really rich finish.
  • Please see our decorating guide for ideas.
  • When gluing pieces of your design together we recommend a good quality PVA wood glue.
  • PVA glue is widely available in most craft stores. When applying glue to the surface of the material, apply a light amount of glue to the sides that require assembly. Wipe off any excess with a soft clean cloth or damp cotton bud.
  • Do not wet the surface of MDF as it may damage the surface of the wood.
  • Please see our assemble guide for ideas.
  • For best results you will see a benefit in sealing or priming your design before painting.
  • Depending on the type of finish you are looking to achieve, preparing the wood prior to painting will achieve a smoother finish.
  • Some paints require a sealer or primer prior to use. It's always best to check the paint instructions or experiment yourself.
  • Lightly sand the finish between coats to create a really smooth topcoat.
  • Please see our decorating guide for ideas.
  • Unfortunately, most of our designs are created for DIY, allowing you to assemble and decorate to you homes colour scheme. These DIY products are all supplied blank and in flatpack form ready to be assembled and decorated.
  • We do supply decorated and completed items, please look on our website for our finished products.

Payments

  • We are able to accept most major types of credit or debit cards via our website. The total will be charged to your card when the order is placed.
  • Shop easily online without having to enter your credit card details on the website using PayPal. Your account will be charged once the order is completed. To register for a PayPal account, visit the website paypal.com.
  • Smaller orders are sent via Royal Mail 2nd Class postage, delivery is usually 2-3 working days from postage.
  • Larger orders are sent via courier, these usually arrive within 2-3 working days.
  • We send the majority of our smaller orders with Royal Mail 2nd Class.
  • Larger orders usually have to be sent with a tracked courier.
  • The majority of our courier orders are sent with Evri, unless otherwise requested.
  • Postage varies depending on the total value of your order.
  • Please see our shipping policy for a complete updated list of our current costs.
  • Unfortunately, as we are an online shop, we have no way of taking a payment over the phone at this time. All payments need to be processed through our website.
  • Unfortunately, at present, we are unable to post outside the UK.

Returns

  • If something has been broken in the post, please contact us within 48 hours of receiving your order and we will replace the item free of charge.
  • We usually ask for you to send us a photograph of the broken item so we can ensure we are sending out the correct replacement.
  • Items that you have already been decorated unfortunately can not be replaced.

Supplying us with images of any damaged items enables us to provide you with the best resolution. Images also help us to work out what went wrong so these things don't happen again.

  • Please check your order (emailed to you after checkout) to make sure that the spelling was correct when the order was placed.
  • If the mistake is on our behalf, we will send you out a replacement free of charge.
  • If the personalisation was incorrectly spelt on your order, we apologise but we will be unable to replace the item for you free of charge, we will however endeavour to recut the item with the correct spelling at a reduced cost.
  • Please ensure all spellings and punctuation are as you require before placing your order.
  • We can only accept returns for non-personalised orders.
  • If you choose to return your non-personalised order, then the return postage will be your responsibility once received, and only if undamaged, will the cost of the item(s) be refunded and not the original postage cost. We will only refund your postage if we have made a mistake with the order and it cannot be replaced.
  • As all of our products are cut to order, we do not accept returns or give refunds for personalised or bespoke items.
  • All requests must be made within 7 days of receipt and a returns number obtained.
  • To request a return for either an exchange or refund, please email sales@familycrafts.co.uk within 7 days of receipt, quoting your name, order number and contact details as well as your reason for the return.
  • To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
  • Please note that personalised items are non refundable.

Please see our full returns policy here.

  • The return delivery charge for any item that is not damaged or wrong is the responsibility of the sender. Please contact sales@familycrafts.co.uk to obtain a returns number.
  • If your item is damaged, please ensure you have submitted a photo of the damage before posting.
  • If a returned item arrives damaged and this has not been reported prior to the return, unfortunately we cannot be held responsible.
  • For your security, please return items in their original packaging and ensure that you have protection for loss or damage during transit.
  • Please be sure to pack your items carefully for return postage as we cannot be held responsible for any products damaged or lost via return delivery.

Our full return policy is available here.

  • We aim to provide you with the best service and great quality products at all times, but understand there are rare occasions when refunds are required. We always action these quickly and efficiently for our customers.
  • If you are returning anything to us, we recommend proof of postage and insurance cover is obtained in case of loss in transit.
  • Please note, we are not liable for the cost of returning goods to us unless the goods are defective or have been sent in error.
  • We are unable to accept returns of personalised products unless there is a fault. In the case of a fault please contact us within 28 days of purchase.
  • If you're returning a non personalised product for refund, please note that refunds will be for the goods value of the product being returned.
  • Please be aware any refunds made against products purchased via PayPal will be minus the PayPal fees that we incur. Unfortunately we're unable to re-coup these fees.

Our full refund policy is available here.

Discounts

  • We run limited-time offers and discounts via our Mailing List, Facebook, Twitter and Instagram, follow us on social media to take advantage of these offers when they next come around.
  • We also offer discounts for bulk orders. Please get in touch if you would like to request a bulk order discount.
  • We do offer trade discounts for bulk orders, please contact us to discuss.
  • We are unable to offer credit terms on any orders, payment must be made in full prior to processing.

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