FAQ – Family Crafts
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Items usually despatched within 2 - 3 working days.

Free delivery on all UK orders over £100


supportProducts & orders

This is yourOur general turnaround time for orders placed through the website will be between 1-3 working days to process, cut and dispatch. This does not include postage which usually takes an extra 2-3 days. During busy periods (Mothers day, Fathers day, Christmas etc.) turnaround times may increase without notice. Please check our homepage for the current estimated turnaround time. answer.

The majority of products available on our website are cut from high-quality 3mm Medite MDF. We also cut from veneered MDF, Birch Plywood, Poplar Plywood and acrylic.

Yes, we can source and cut from many other materials. Please contact us with your requirements and we'll see what we can do.

This is your ansYes! 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.wer.

Yes! If you have something in mind that you can't find in our shop, please get in touch with your requirements and one of our designers will be able to work with you to make just what you need.

It depends on the product. All options are outlined on the product page, so look out for customisation options there. If you cant see any please email your enquiry and we will see if we can make this available. Please email sales@familycrafts.co.uk

supportAssembly & Decorating

Unfortunately, we cannot assemble or decorate items before being sent out. All of our products are supplied blank and in “flatpack” form.

The best paint is always the paint that will achieve the look you want. It's always best to experiment yourself so you know what works best for you. Many of our customers use acrylic paints but we have also seen very good results using paint tester pots from DIY shops. Spray aerosol paints are also great for covering large areas with a flawless finish. When gluing pieces together, we recommend a good quality wood glue like Gorilla or similar.
We have created some painting instructions that available here.

It is not necessary to seal or prime the MDF as it is ideal for painting straight on to. However, you may see a benefit in sealing or priming depending on the type of finish you are looking to achieve. Some paints may require a seal or primer. It's best to check the paint instructions or experiment yourself. Our 3mm MDF items have a smooth finish and require very little sanding, we have created instructions for paining that available  here.

supportBreakages, returns & mistakes

If something has 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 decorated will not be replaced.

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 spelt incorrectly when ordered, 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.

As all of our products are cut to order, we do not accept returns or give refunds for personalised or bespoke items, however, we may be willing to accept returns for standard, non-personalised items. If you choose to return your non personalised order then only the cost of the items will be refunded and not the postage, we will only refund your postage if we have made a mistake with the order.   Please get in touch to discuss your options.

supportDiscounts & payment

We offer a discount for bulk orders.  Please get in touch to find out if you are eligible.  We also sometimes run limited-time offers and discounts via FacebookTwitter and Instagram so it's worth following us on social media to take advantage of the offers when they come around.

Yes!  We can offer discounts on bulk or large quantity orders.  Please get in touch with your requirements for a quote.

Our website is able to accept most major types of credit or debit cards via our website payment system or PayPal.

Unfortunately, as we are an online shop only we have no way of taking a payment over the phone at this time.


Postage varies depending on the total value of your order. Please see our Postage page for a list of costs.

We send the majority of 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 Hermes.

Smaller orders are sent with Royal Mail 2nd Class which usually arrive within 2-3 days. Larger orders are sent by courier, these usually arrive within 2-3 days.

We can post orders outside of the UK, please contact us with regards to shipping costs outside of UK mainland.

supportGetting in touch

The best way to get in touch is by email. Email us directly at info@familycrafts.co.uk and someone will get back to you quickly. We can also answer messages sent via FacebookTwitter and Instagram. Visit our Contact page for more information.

As we are an online only business, we do not publish our phone number. If you need to contact us, please email or message us first.

Unfortunately, we do not have a brick and mortar shop you can visit.


Didn't find your answer?

Our customer service will be happy to help you.

Our Guarantee

If your purchase is damaged in any way, please let us know straight away, we can then send you a replacement piece or totally replace your purchase if necessary.


All our products are handmade and made to order, please allow 1-2 working days for you item to be made and despatched.


We use Royal Mail 2nd class and courier services. Our standard delivery is 2-4 working days from the date of despatch.

Free Delivery

We offer free standard delivery on all orders over £100, ordered for delivery within the UK Mainland.