Customer Service and Store Terms

Shipping & Delivery
Our shipping rates are based on a combination of order value and weight limits for each region. Due to the amount of lost orders recently, all international orders are now shipped tracked as standard – European customers can opt for cheaper standard shipping but in doing so agree that parcels lost in the mail will NOT BE REFUNDED and therefore standard shipping is entirely at the customers own risk.

All items have been weighed accurately (allowing a 5g tolerance) and you can obtain a shipping quote [via the basket] before placing your order. Product weight information can be seen on the "Additional Information" tab on each product.


UK ORDERS
Up to £60 value weighing up to 99g the postage rate is £1.00
Up to £60 value weighing up to 100g+ the postage rate is £2.50

Over £60 value the postage rate is FREE

UK orders ship 1st class in most instances, but we reserve the right to ship items 2nd class where required (ie items that must go small parcel as they are too large for letter post)


EUROPEAN ORDERS with a value UP TO £120
 

Tracked

Untracked but not refundable if lost

Weighing up to 99g the postage rate is

£8.00

£3.00

Weighing between 100g and 499g the postage rate is

£10.95

£6.50

Weighing between 500g and 749g the postage rate is

£12.50

£7.95

Weighing between 750g and 999g the postage rate is

£13.50

£8.95

Weighing between 1000g and 1499g the postage rate is

£14.50

£10.95

Weighing between 1500g and 1999g the postage rate is

£15.50

£12.50

Weighing over 2000g

£30.00

£25.00



EUROPEAN ORDERS with a value OVER £120

 

Tracked

Untracked but not refundable if lost

Weighing up to 499g the postage rate is

£5.95

Free

Weighing between 500g and 999g the postage rate is

£8.95

£5.50

Weighing between 1000g and 1499g the postage rate is

£11.95

£7.50

Weighing between 1500g and 1999g the postage rate is

£13.50

£8.95

Weighing over 2000g

£16.95

£12.95



REST OF THE WORLD
 

Tracked

Weighing up to 249g the postage rate is

£9.50

Weighing between 250g and 499g the postage rate is

£13.95

Weighing between 500g and 999g the postage rate is

£17.95

Weighing between 1000g and 1499g the postage rate is

£20.95

Weighing between 1500g and 1999g the postage rate is

£23.50

Weighing over 2000g

Contact store for price before ordering



In addition to these charges, customers in non-EU countries will be liable for duty at local rates. We cannot help customers avoid these charges which are a legal requirement.


DELIVERY ESTIMATES
WITHIN THE UK

The majority of UK orders ship first class with Royal Mail so in most instances should arrive the next working day following shipment but in some instances this can take slightly longer, especially the closer we get to Christmas when volumes in their system increase. We reserve the right to ship large and or heavy items by second class post.

As per Royal Mail standards, a parcel will not be deemed to be lost until 14 days after the date of shipping.   If you order has not arrived as expected let us know by email but please note we cannot recompense you until the full days have expired.   Post tends to be slower over the summer months when postage staff numbers are lower due to holidays and in late November and December when mail volumes increase due to Christmas.

 

WITHIN EUROPE

TRACKED

European orders ship with Royal Mail Tracked services as standard.  This is not a guarantee of faster shipping, but tracked orders are less likely to be lost.  Tracking codes will be provided to your account after shipping and you can track delivery.   Phone numbers must be provided as many European deliveries are handed to GLS and they will not deliver a parcel without a phone number.  Delivery estimates of 3-5 working days. 

As per Royal Mail standards, a parcel will not be deemed to be lost until 21 days after the date of shipping.   If you order has not arrived as expected let us know by email but please note we cannot recompense you until the full days have expired.   Post tends to be slower over the summer months when postage staff numbers are lower due to holidays and in late November and December when mail volumes increase due to Christmas.

UNTRACKED

Customers may opt to have their order shipped by Royal Mail Standard International services which have delivery estimates of 5-10  working days but it can take up to 21 days.  CUSTOMERS WHO OPT FOR THIS SHIPPING OPTION WHO DO NOT RECEIVE THEIR PARCEL WILL NOT BE REFUNDED.  Due to the increase volume of lost mail in Europe we can now only refund post that is tracked.   Post tends to be slower over the summer months when postage staff numbers are lower due to holidays and in late November and December when mail volumes increase due to Christmas.

REST OF THE WORLD

Orders shipped beyond Europe ship with Royal Mail Tracked services as standard, we do not offer a non-tracked option beyond Europe.  This is not a guarantee of faster shipping, but tracked orders are less likely to be lost.  Tracking codes will be provided to your account after shipping and you can track delivery.   Delivery estimates are 6-10 days but can take up 28 days.

THIS INFORMATION MAY BE UPDATED AND MODIFIED AT ANY TIME, PLEASE CHECK REGULARLY AND DO NOT RELY ON INFORMATION FROM PREVIOUS ORDERS. 

 

TRACKING ORDERS

You van track your orders on the Royal Mail website using the code provided after Shipping: https://www.royalmail.com/track-your-item

 

 



Privacy & Security

In accordance with UK Data Protection Law, we only collect the information we need to process the delivery of your order. We will not share, lend or sell this information to anyone. If you register with the store, this speeds up your future orders and allows you to easily see your past orders, but you are free to use the store as a guest without registration.

The payment process via PayPal is encrypted, and we do not see or have access to your credit card or bank details. That part of the process is handled securely by PayPal.

If you sign up for our newsletter then we will use that information only to send out occasional communications to you about what is happening in the store. If you wish to stop receiving those communications at any time following sign-up, simply click the "unsubscribe" link on the last email you received to be permanently removed from the mailing list.

 

Returns & Replacements

We hope you love our products as much as we do, but if you are not completely satisfied with your product, contact us within 14 days of receipt using the email address on your invoice and we will provide you with an RMI number to return your goods.

Goods need to be unopened in their original packaging to be accepted for returns, unless they are faulty.

If goods are faulty, we will provide a full refund, including any associated postage costs. Where the reason for return is not due to faulty goods, we will only refund the cost of the product and not postage costs. The safe return of goods in either case is the responsibility of the customer and we cannot refund items which are not returned to us. We therefore strongly recommend that customers obtain proof of postage when returning goods in order to be able to make a claim against the mail carrier for any items which may be lost in transit.

Ordering

We do not have the facilities for customers to pre-order new releases, or to hold orders open until new items arrive. Orders are processed and shipped generally within 24-48 hours when the store is open. Weekends, bank holidays and large product releases slow this process down.



Lost or Damaged Items

If your goods arrive and have been damaged in transit, please take a photograph of the damage, keep the original packaging and contact us immediately. We take every care to package our shipments securely and cannot be held responsible for the carelessness of delivery operatives, but we will do everything we can to assist you in bringing a claim for damaged goods.

If your order has not arrived 14 working days [excluding weekends and bank holidays] after the shipment date in the UK (21 days for Europe and 28 days for the Rest of the World) then it is considered lost by the Royal Mail and we will have to claim for losses and will refund you.   Please note, as per our shipping terms, European customers who opt NOT to pay for tracked shipping WILL NOT BE REFUNDED FOR LOST PARCELS.

Where parcels are lost due to incorrect or incomplete shipping address information being provided, no refunds or replacements will be made. It is the customer's responsibility to provide correct and full shipping information and payment details. We cannot be held responsible for losses which occur when incorrect or incomplete information is provided to us. Customers will receive an order confirmation within 15 minutes of placing an order and should report any errors immediately via email. Amendments cannot be made once shipping confirmations have been sent as the parcel will then already be at the post office and cannot be retrieved.



Viewing Orders

Customers who have registered previously can check their orders at any time by logging into their account.

Guests can check orders by entering their order number into the Order Checking form on the website.

 

Account Information

There are other advantages to registering an account with the store. Registered customers have access to wish list facilities and can also request to be informed when out of stock items come back into stock.

It is also important to keep your information up-to-date, particularly shipping details and email so we can contact you in the case of any issues. Simply click account at the top of the store to register and to change your details at any time. 

BY PLACING AN ORDER WITH US, YOU AGREE TO THESE TERMS AND CONDITIONS. WE RESERVE THE RIGHT TO CHANGE THESE CONDITIONS FROM TIME TO TIME WITHOUT NOTICE, AND YOUR CONTINUED USE OF THE STORE FOLLOWING SUCH CHANGE WILL BE DEEMED TO BE YOUR ACCEPTANCE OF SUCH CHANGE.

Loyalty Points Scheme

We introduced a Loyalty Points Scheme in January 2020.  Points are automatically issued to registered customers for all orders over £10 (excluding shipping charges) EXCLUDING GIFT CARD PURCHASES.  Loyalty points cannot be issued to guest check outs – customers must be logged into their account so the points may be allocated to their account at the time of placing an order.  POINTS CANNOT BE ADDED RETROSPECITVELY under any circumstances.

 

Points Value

Points are issued at the standard rate of 100 points per £1 spent for all orders with a value of £10 or more (e.g. £100 spend = 10,000 points).  Loyalty points are valued at 0.03p against future store orders but have no other monetary value.   Customers can spend points on each order or opt to save points for a bigger discount off a future order.  Points do not have an expiry date and will be valid whilst ever the Loyalty Points Scheme is running.  Customers who order over £250 worth of goods in a single order (does not apply to multiple orders placed on the same day) will automatically have the loyalty points for that single order doubled.

 

Bonus Points Promotion

The new loyalty scheme also permits us to offer bonus points – so keep an eye on our social media and newsletter for points promotions when specific products may have double or triple points available, or when we have double points days across the store.

 

Terms and Conditions

  1. We reserve the right to terminate the Loyalty Points Scheme at any time without prior notice. (although we would aim to offer a minimum of 10 days notice before closing the scheme should the need arise to allow time to spend points ).
  2. Loyalty points are valued at 0.03p each ONLY when used to claim discount against an order at Seven Hills Crafts Limited, and otherwise have no redemption value.
  3. We reserve the right to adjust the value of points, both for points yet earned and already earned without prior notice.
  4. We reserve the right to adjust the number of points earned per amount spent at our discretion without prior notice.
  5. Points awarded for goods which are subsequently returned or refunded for any reason will be debited.
  6. Points are only ever issued at the time of placing an order.  We cannot ever, in any way, offer retrospective points.  It is entirely the customers responsibility to ensure they are logged into their account before placing an order so that they qualify for loyalty points.  WE CANNOT ADD POINTS TO AN ACCOUNT ONCE THE ORDER IS PLACED.
  7. Points are NOT allocated to gift card purchases, but points will be allocated to a person buying goods from the store with a gift card.
  8. We reserve the right to change the loyalty points scheme in any way necessary at any time.  Points are not an entitlement but a bonus given entirely at our discretion.