Customer Service and Store Terms

Our shipping rates are based on a combination of order value and weight limits for each region. Due to the number 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 untracked shipping is entirely at the customers own risk.

All items have been weighed accurately (allowing a 10g 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.   Some products such as embossing powder, ink pads, pastes etc which are too wide for large letter rates (25mm depth max) have additional weight added to ensure postage falls into parcel rates.  Overseas customers ordering such products whose order is therefore pushed into a higher weight rate will receive a refund should the true weight of the final package fall into a lower category.

UK ORDERS

All UK orders will now be sent with Royal Mail Tracked services.   We have been forced to move away from standard letter mail as Royal Mail are decreasing the frequency in which they deliver letters and the number of lost orders for which we are unable to get refunds.   Tracked mail is faster, and we believe a better and safer service for both our customers and our business.   You will now be able to opt for either 48 or 24 hour tracked services for different prices depending on your order value, weight and parcel size.

Opting for Tracked 24 does not mean your order will ship same day – we pack all orders strictly in the order of arrival and whilst most orders ship same or next day, during busy periods it can take longer than 24 hours for us to process your order.  The delivery estimates are POST-SHIPPING not post ordering.

EUROPEAN ORDERS with a value UP TO £130   

SHIPS ON A DDU (Delivered Duty Upaid) BASIS ONLY All taxes and duties are payable by the customer in their local country  (see Brexit below)

EUROPEAN ORDERS with a value OVER £130   

SHIPS ON A DDU (Delivered Duty Upaid) BASIS ONLY All taxes and duties are payable by the customer in their local country  (see Brexit below)

REST OF THE WORLD

SHIPS ON A DDU (Delivered Duty Upaid) BASIS ONLY All taxes and duties are payable by the customer in their local country.   We cannot offer untracked shipping to ROW locations.

DELIVERY ESTIMATES & TRACKING

WITHIN THE UK

Tracked 24 should be delivered next working day (Royal Mail do deliver these on Sundays in some areas but not all) and Tracked 48 within 2 working days.   Tracking is provided automatically to customers via text or email from within the Royal Mail shipping system.  If you don’t enter accurate information on placing your order you will not receive tracking information. 

You can track your orders on the Royal Mail website using the code provided after Shipping: https://www.royalmail.com/track-your-item    We cannot access any further information – we only have access to the same tracking link as customers so it is the customers responsibility to track their orders.

We do still find that parcels can take longer than Royal Mail’s suggested delivery times in certain areas particularly following bank holidays and in November and December when the amount of mail in the system increases significantly.  Royal Mail allow 14 days before any parcel is classed as lost.   If you have not received your parcel after 14 days, please contact us for a refund.   Please note you will be asked to confirm details of your order and, where the lost parcel is due to inaccurately entered address information, no refund will be given as we cannot be held responsible for incorrect address information at the point of ordering.

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. 

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

As per Royal Mail standards, a parcel will not be deemed to be lost until 30 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 number of 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.   Please note you will be asked to confirm details of your order and, where the lost parcel is due to inaccurately entered address information, no refund will be given as we cannot be held responsible for incorrect address information at the point of ordering.

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 30 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 40 days.  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.   Please note you will be asked to confirm details of your order and, where the lost parcel is due to inaccurately entered address information, no refund will be given as we cannot be held responsible for incorrect address information at the point of ordering.

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

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

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.

For full details please see our Privacy and Cookie Policy.

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 unused and in their original packaging to be accepted for returns, unless they are faulty.   Goods which are returned but have been opened and/or used will only receive a 50% store credit as used goods cannot be resold as new.

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 and retain their original invoice 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.  We cannot assist in claims for lost returns which do not reach our office.

Please do not return faulty product - send an email to the store with pictures showing the original product and an example of the fault highlighted in the photo.  It is not always necessary to return a faulty product, in most instances we can arrange for a replacement to be sent on the basis of a photo alone.

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 working hours Monnday to Friday.  Weekends, bank holidays and days when large product releases cause a rush in orders may slow this process down.

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 21 working days [excluding weekends and bank holidays] after the shipment date in the UK (30 days for Europe and 40 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.   Overseas customers who do not pay the duties and fees levied will also not be refunded, by placing an order you agree to pay the fees due in your country.

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.

Customers who have registered previously can check their orders at any time by logging into their account.  Guest orders are not accessible and will not be recorded to registered orders if customers fail to log in before placing their order.

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 as well as earning loyalty points (see below).

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.   Please ensure email and address information is accurately entered.

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.   

Spend loyalty points on the CART page - slide the slider to select how many of your available points you want to spend.  You must be logged in for your points to show up.  The cart can be found by clicking the shopping trolley icon top right of every page.  You must go to the cart before checkout to spend points.

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.

As the majority of the goods we sell are not manufactured in the UK or EU, then they are EXCLUDED from the post-Brexit EU_UK Trade Deal and as such duty and taxes are payable on all orders shipped outside the UK. It is a legal requirement for us to now include details of the exact value of the goods in your parcels and include information on tariff codes for customs. We cannot under value parcels - it is against the law and may lead to your goods being destroyed and our store facing large fines.

We have not found a cost-effective way to join the new IOSS scheme which would allow us to sell orders under €150 on a DDP (Delivered Duty Paid) basis.  We are therefore left with the fall-back position of shipping all our orders on a DDU basis (Delivered Duty Unpaid).   This is the option for orders over €150 which fall outside of the IOSS scheme.   We would have to apply this to all orders regardless of value.   This means we would remove the VAT from your order before shipping, via the use of a discount code OS_VAT which you would need to enter on the cart page in the discount code box prior to checkout.   This would ensure that the value on which you pay the duty and vat would be at the correct level.   You would then be liable for the payment of any duty, vat and potentially any handling fees levied by the postal carrier in your country. 

We would not be able to refund any order where the customer refused to pay these charges in order to receive their goods, so customers must be aware that charges will be levied and agree to their payment.  We will take as agreement to these terms, the placing an order using the OS_VAT code.   In a post-Brexit environment we have found that goods are no longer returned to the UK so we have to be firm on the no-refund policy as we cannot refund goods which are not returned to us.

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.