Shipping policy

Last updated: 31 October 2026

This Shipping Policy explains how Family Crafts prepares, dispatches and delivers orders placed through our website.

It should be read alongside our Refunds, Returns and Cancellations Policy and Main Terms and Conditions.

Nothing in this policy affects or limits your statutory rights under UK consumer law.

1. Order Processing and Dispatch Times

Many Family Crafts products are made or personalised especially for you.

As a general guide, please allow 2–3 working days for your order to be prepared, made and dispatched.

This is an estimated processing timeframe, not a guaranteed dispatch date. Some orders may take longer, particularly during busy seasonal periods such as Christmas.

If you need your order for a particular date, please contact us before placing your order. We will be happy to discuss your requirements and confirm whether we can accommodate your requested timeframe.

Where we agree a specific delivery date or timeframe, we will honour that commitment, subject to your statutory rights.

2. UK Mainland Standard Delivery

We offer tracked standard delivery for UK mainland addresses.

Courier Tracked 48

Estimated delivery: 2–3 working days from dispatch.

Order value Delivery charge
£0.00–£25.00 £3.95
£25.01–£49.99 £5.15
£50.00 and over FREE

All standard deliveries are sent using an appropriate tracked delivery service selected according to the size and nature of your parcel.

3. UK Mainland Express Delivery

If you would like your order delivered sooner, you can select our upgraded tracked delivery service at checkout, subject to availability.

Courier Tracked 24

Estimated delivery: 1–2 working days from dispatch.

Order value Delivery charge
£0.00–£24.99 £4.55
£25.00–£49.99 £5.95
£50.00–£74.99 £1.70
£75.00 and over FREE

The delivery services and applicable charges available for your address will be displayed at checkout before you complete your purchase.

Please note that selecting an express delivery service affects the courier transit time, not necessarily the time required to make or prepare your order.

If a next-day delivery service is offered at checkout, the applicable service details and estimated delivery date will be displayed before purchase.

4. Delivery Times and Estimates

Delivery times are estimates unless we have expressly agreed a guaranteed delivery date or timeframe with you.

Delivery estimates are calculated in working days and exclude Saturdays, Sundays and UK bank holidays, unless the selected service states otherwise.

For clarity:

  • Order processing and production generally take 2–3 working days.

  • Standard Tracked 48 delivery generally takes a further 2–3 working days after dispatch.

  • Tracked 24 delivery generally takes a further 1–2 working days after dispatch.

Delivery networks may be affected by seasonal demand, adverse weather, operational disruption or other circumstances.

If your order is delayed, please contact us and we will investigate.

We will deliver your order within the timeframe agreed with you or, if no timeframe has been agreed, within the period required by law. Where no other delivery period has been agreed, the general statutory delivery period is 30 days.

If we fail to deliver within the applicable timeframe, you may have the right to give us an appropriate additional period to deliver or, in certain circumstances, cancel your order and receive a refund. If delivery by a particular date was essential and this was made clear to us before purchase, different cancellation rights may apply.

Any delivery delay does not affect your statutory consumer rights.

5. Order Tracking

Once your order has been dispatched, we will send you an email containing your tracking number and a link to follow your parcel.

You can monitor your delivery using the tracking link in your dispatch confirmation email or by visiting our Track Your Order page.

Please allow some time for the courier's tracking system to update after dispatch.

If your tracking information is not updating or you have concerns about your delivery, please contact us so that we can investigate.

6. Alternative and Custom Delivery Arrangements

If you would prefer an alternative delivery method, please contact us before placing your order.

We will do our best to accommodate reasonable requests where possible.

Alternative arrangements may involve additional delivery charges. Any additional costs will be explained and agreed with you before the arrangement is confirmed.

7. International Delivery

Family Crafts does not routinely offer international delivery through our website.

If you are located outside the UK and would like to place an order, please contact us at info@familycrafts.co.uk to discuss whether an alternative arrangement is possible.

8. Delayed, Lost or Missing Parcels

Although we work with established delivery providers, delays and delivery problems can occasionally occur.

If your tracking information has not updated for 7 working days, or your parcel appears to be delayed, please contact us so that we can investigate with the delivery provider.

The seven-working-day period is a guide for when to contact us. It does not restrict your statutory rights or mean you must wait seven working days before reporting a delivery problem.

If your order has not arrived within the applicable delivery timeframe, we will investigate and work with you to resolve the matter.

Family Crafts remains responsible for ensuring that your order is delivered to you. We will not ask you to deal with the courier as a substitute for our responsibility.

If an order is lost or not delivered, the appropriate resolution will depend on the circumstances and your statutory rights. This may include arranging a replacement, providing a refund or agreeing another suitable resolution.

Where the law gives you the right to cancel because of non-delivery, we will provide the appropriate refund.

You may be asked to complete our Denial of Receipt form to help with the courier's investigation. This is an investigation aid only and is not a condition of your statutory rights.

9. Orders Marked as Delivered but Not Received

If tracking shows that your parcel has been delivered but you have not received it, please contact us as soon as possible.

We may ask you to check whether the parcel has been:

  • Left in a designated safe place.

  • Accepted by someone at your delivery address.

  • Received by a neighbour.

  • Placed in another location identified by the courier.

If you are still unable to locate your parcel, please let us know.

We will investigate the delivery with the courier and take appropriate steps to resolve the matter.

You may be asked to complete our Denial of Receipt form to help with the investigation. This form is not a condition of your statutory consumer rights.

We remain responsible for the order until it has been delivered into your physical possession or into the possession of someone you identified to receive it on your behalf, subject to the applicable legal rules.

10. Items Damaged in Transit

We take care to package orders appropriately so that they reach you in good condition. However, damage can occasionally occur during handling or transit.

If your order arrives damaged, please contact us as soon as reasonably possible.

To help us investigate, please:

  • Email info@familycrafts.co.uk with your order number.

  • Describe the damage.

  • Include clear photographs of the damaged item and outer packaging, where possible.

  • Keep the original packaging until we have discussed the next steps with you.

Photographs and prompt notification are helpful, but they are not conditions of your statutory rights.

We will review the issue and arrange an appropriate resolution in accordance with your statutory rights. Depending on the circumstances, this may include:

  • A replacement item or replacement parts.

  • A repair, where appropriate.

  • A refund, where you are legally entitled to one.

We will deal with the courier directly where necessary. You will not be expected to pursue the courier yourself as a substitute for our responsibility to you.

Personalised and custom-made products are covered by the same protections if they arrive damaged, faulty or not as described.

For further information about faulty or damaged goods and available remedies, please see our Refunds, Returns and Cancellations Policy.

11. Responsibility for Your Delivery

Family Crafts remains responsible for your order until it is delivered into your physical possession or into the possession of someone you have identified to receive it on your behalf, subject to applicable law.

Using an independent courier or delivery provider does not remove our responsibility to you.

If a parcel is lost, damaged or delivered incorrectly while in the courier's care, please contact us so that we can help resolve the issue.

Nothing in this Shipping Policy is intended to exclude or restrict your statutory rights under applicable UK consumer protection legislation.

12. Contact Us

If you have questions about delivery, an existing order or a delivery problem, please contact us.

Family Crafts

Email: info@familycrafts.co.uk

Contact Form: https://www.familycrafts.co.uk/pages/contact-us

Thank you for shopping with Family Crafts. We appreciate your business and want your order to reach you in good condition and as smoothly as possible.