Questions

WHAT ARE SHIPPING TIMES AND COSTS?

  • Our 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 banner for the current estimated turnaround time.

WHAT PAYMENT METHODS CAN I USE?

  • 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.

WHAT IS YOUR EXCHANGES, RETURNS AND REFUNDS POLICY?

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

QUESTION

  • 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.

QUESTION

  • 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

QUESTION

  • 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.

Questions

QUESTION

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

QUESTION

  • 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 of 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.

QUESTION

  • 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.

QUESTION

  • Most of our customers use acrylic paints when decoration 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 even finish.
  • If needed use a fine sanding paper once your first coat has dried and apply a second coat of paint to give a really rich finish.

Questions

QUESTION

  • 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.

QUESTION

  • 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.

QUESTION

  • Unfortunately, as we are an online shop only we have no way of taking a payment over the phone at this time. all payments would need to be processed through our website.

QUESTION

  • 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 Hermes.

QUESTION

  • Postage varies depending on the total value of your order.
  • Please see our shipping policy for a complete list of our costs.

QUESTION

  • 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.

QUESTION

  • We're able to post orders outside of the UK upon request, please contact us prior to ordering with regards to shipping costs outside of UK mainland.

Questions

QUESTION

  • We are always willing to look at discounts for bulk orders. Please get in touch if you would like to request a bulk order discount.
  • Sometimes we run limited-time offers and discounts via Facebook, Twitter and Instagram, follow us on social media to take advantage of these offers when they come around.

Questions

QUESTION

  • 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 unfortunately can not be replaced.

QUESTION

  • 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.

QUESTION

  • 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.

QUESTION

  • 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.

QUESTION

  • To request a return for either an exchange or refund, please email sales@familycrafts.co.uk within 7 business 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.

QUESTION

  • 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 unfortunately can not be replaced.

QUESTION

  • The return delivery charge for any item is the responsibility of the sender. Please be sure to pack your items carefully for postage as we are not responsible for any products damaged or lost via return delivery.

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