Terms & Conditions

Please make sure you have read the following important terms & conditions before sending your order.  Sending an order will be taken as acknowledgement that you have read, understood and accept the following terms & conditions.

These terms and conditions are not intended to affect or in any way detract from your statutory rights regarding the laws currently in force which apply to your purchases using this site. We comply fully with the EU Distance Selling Directive.

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PRICE & VAT (Value Added Tax)

All purchases are charged in UK Pounds Sterling.  All prices include VAT at 17.5%  where required. If you are exempt from VAT  this will be automatically deducted from your order prior to processing.

While we try to ensure that all prices on our web site are accurate, errors may occur. If we discover an error in the price of goods you have ordered we will inform you as soon as possible and give you the option of reconfirming your order at the correct price or canceling it. If we are unable to contact you we will treat the order as cancelled. 

CREDIT CARD SECURITY

We know of no documented cases of credit card fraud using our shopping system over the internet. Card details are  encrypted by 128 Bit SSL  which is approved by all leading UK banks.  All that passes over the internet is a scrambled message and card details are not held in clear text on any web site. This system is the safest way to buy and is safer than passing your details over the phone lines and at least as safe as passing your card over a shop counter.  

The ordering system allows you to make several choices of payment method. If for any reason you do not wish to give your card details via our secure e-commerce facility, you can still place your order on-line and opt to telephone with your card details or pay by Bank Transfer. Choose the option you prefer when you go to Check Out. If you have any further queries regarding secure transactions please contact us .

We are happy to take telephone orders but you must have the correct product codes and descriptions.  Telephone orders do add several days to your order turn around time due to the fact that a member of staff has to enter the order on the system on your behalf.  

We do not accept payment by cheque, postal orders or Pay Pal.

For your security, DO NOT send credit card details by e-mail. DO NOT send cash through the post (recorded/special delivery does not cover you!)  We will not be responsible for any losses you may incur if you chose to attempt payment by these methods. 

POSTAGE AND PACKING

Due to the volumes of orders we handle, we operate a flat rate charge of £3.95 including VAT for all UK mainland orders and a flat rate charge of £7.95 for all Eire and European orders.  This has the benefit of streamlining order processing  and you never need to worry about how much your postage will be because it will always be the same no matter how large or heavy your order is! 

The charge is worked out as an "average" of what it costs us to send out all orders and covers our basic expenses including VAT and is still, we believe, a very reasonable charge. For customers who wish to place smaller orders, we recommend that you group your smaller orders together to make the most of the flat rate charge.

For orders outside of the United Kingdom please click here:

DELIVERY ADDRESS

Please note that if you are not at home when your order is delivered and the package will not fit through your letterbox or is delivered on a "signed for" service then we cannot ask for it to be left  "round the back" or other such locations.  

You will receive an order dispatched email on they day your order leaves our warehouse ~ if you are not at home to accept delivery, a card should be be put through your door (although we cannot be held responsible for the omissions of delivery drivers) ~ you should then arrange a redelivery date or to personally collect the package from the Post Office/Parcel Force depot.

If you would like your parcel to be delivered to say your work address, a friend or relative, please choose the "separate delivery address" option on check out, ensuring you still supply your card registered address where requested.

DELIVERY SCHEDULE

If there is likely to be an unusual delay in getting your order dispatched to you for any reason we will contact you immediately after we become aware of the fact to take your instructions ~ therefore it is essential that you provide us with correct contact details.

We try our best to get your order to you as soon as humanly possible.  Please allow at least 5 working days for dispatch although we do aim to turn orders around sooner than this wherever possible (this excludes weekends, Bank Holidays, seasonal closures etc).  If any item you have ordered is out of stock but due in within a couple of days, we will hold your order until it arrives.

On the day your order is dispatched you will receive a confirmation email.  Although the majority of parcels are delivered quickly, please allow 15 postal days following the date of dispatch before chasing your order unless you have elected to pay extra for a guaranteed service. 

We are bound by Royal Mail regulations in that a parcel is not considered lost until this period of time has passed.   If your parcel has not been delivered after 15 postal days, we  will refund your money in full or resend the goods to you, whichever you would prefer. 

Should we decide to pursue a claim for your lost parcel, we will expect your co-operation in doing so should you be contacted to confirm that you have reported the parcel as lost.   This enables us to operate a goodwill system of not expecting you to wait until our claim is settled before resending your goods or refunding your money, or unlike other companies by expecting you to make the claim yourself (which you can't, because you are not the sender).

If you do not wish to pay for a guaranteed delivery service and are not prepared to wait for 15 days (which is extremely rare in any event), please do not place your order.

Obviously turn around and delivery times are given in good faith and we do try to make sure that you receive your goods in the shortest time possible.  If you require your order by a certain deadline (such as for a project, birthday or special occasion), please allow enough time when ordering or contact us for guaranteed delivery assistance.  Despite our best attempts, we are not psychic and cannot guess if you have a deadline and do not tell us.

GUARANTEED DELIVERY:  Please contact us if you require this service.  This guarantees delivery on the day after your order has been dispatched.  This service does not fall within our UK flat rate postage charge.  

Orders over 2kg can be prohibitive to send by a Royal Mail Special Delivery, but we can also offer a 24 hour or 48 hour Parcel Force guaranteed delivery.

BEFORE CHASING YOUR ORDER please check out the instructions on our FAQs page - "My order hasn't arrived - what should I do?" which forms part of these terms and conditions.

FAST TRACK PICK, PACK & NEXT DAY DELIVERY SERVICE

If you require your order as soon as humanly possible, we can offer a Fast Track Service for a fee of £11.99 - this includes a guaranteed next working day delivery (irregardless of order value or weight) and VAT subject to the terms noted below. The fee of £11.99 is instead of our normal flat rate p&p charge of £3.95, not on top of.  

If you wish to opt for this service, your order will be pulled to the front of the queue, picked and dispatched on the same working day for a guaranteed next working day delivery provided your order is placed before 12 noon.

If you place your order after 12 noon, on a Friday after 12 noon, on a weekend, on a bank holiday or seasonal closure, your fast track order will be queue jumped to our next working day.

This service is available to UK mainland customers only at this time and is subject to stock availability (excludes Europe, Eire, NI, Channel Islands, Highlands etc).  It does not apply to orders placed for sale/clearance items as these orders have to be picked in turn.

If you require this service, please note "FAST TRACK" in the additional information box on check out - your order total will be adjusted when we process your payment.

BACK ORDERS

If any item you have ordered is out of stock but we know we have a delivery due, we will hold your order until it arrives.

You also have an option on check out to click a box to enable automatic backordering.  This has several benefits: firstly we don't need to contact you to take your instructions as this can add several days to your waiting time if we cannot contact you straight away; secondly if you do not wish to enable back ordering, again we do not need to contact you and will leave off any out of stock items from your order and you can re-order them another time.

If you chose to automatically back order, we will charge for the entire order and send on any out of stock items as soon as they arrive.  There is no additional p&p charge on back ordered items and customers on back order take stock priority as soon goods arrive.

RETURNS

IF YOU ARE BUYING PRODUCTS FROM CALICO CRAFTS FOR RESALE IN ANY FORM, IT IS IMPORTANT THAT YOU READ AND UNDERSTAND THE FOLLOWING STATEMENT BEFORE PLACING AN ORDER:

The EU Distance Selling Directive does not apply to B2B (Business to Business) transactions - even if you are only making small orders for resale from your home, such as greetings cards.  Please ensure you are ordering correctly - you have every opportunity to enquire about any product we offer for sale through our enquiry form, by email or by telephone prior to placing your order to ensure the product(s) you are  ordering are suitable and correct for your needs.   

We do not operate a sale or return service for B2B transactions.  It is entirely at our discretion whether or not we will accept a return of products (unless defective).   If we agree to a return this will be subject to a restocking deduction of between 25% to 50%  depending on our retail stock levels at the time. If in doubt, before placing your order please ASK!  If a product proves to be defective in manufacture you will be entitled to receive a replacement and your costs of returning the defective item will be reimbursed or credited to your account for use against a future order, whichever you would prefer (values of £5 or under will be automatically credited to your account).

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All products are new and guaranteed free from fault.  Should any item fail to satisfy then we will accept their return for a full refund of the value of the goods or a credit if they are returned carriage paid to us within 7 postal  days.  This period commences on the day after you receive the goods.  Returned goods are subject to being received by us in their original unused condition.  

In the case of goods which are bubble packed or in sealed packaging then these goods will only be accepted for a return if the packaging is unbroken and undamaged.  

For instructions on how to return goods which are not faulty, please send an email to and request a returns form which contains instructions for returning goods (please give your name, postcode, date of receipt of order and order number).  We cannot accept liability for goods returned which do not reach us or are damaged due to inadequate packaging - therefore it is essential that you follow the instructions on the returns form to ensure you have proof of postage should you need to make a claim.  This can only be done by the sender of the parcel, not the recipient. 

Should any item prove to be faulty either on receipt or after a reasonable amount of use then the goods may be returned for either a replacement or a full refund irrespective of the condition of the packaging, but subject to the product not having been abused or misused in any way.  This will be determined by either ourselves or our suppliers depending on the item in question and our supplier's policy with regard to faulty goods. We will refund the cost of returning faulty goods.

In the case of "damaged in transit" items, we will refund the cost of returning them subject to our carrier having inspected the goods and the packaging in accordance with the terms of our insurance.  If your goods arrived damaged, please ensure you keep the packaging - we cannot pursue a claim for damaged goods, nor can we replace your items if you throw the packaging away!

Once a return has been agreed, your money will be refunded within 30 days if required, or a credit will be added to your records which will be applied to your next order, whichever suits you best.  Returned goods under the value of £5 will be automatically credited to your account.  We do not refund cards  with a value of under £5.

GUARANTEES

All of our products are new and fully guaranteed subject to normal wear and tear and the products being used for the purpose for which they were intended.  If you have any questions regarding products sold to you please feel free to contact us.

PRIVACY POLICY

We do not disclose customer information to any third parties except in order to arrange a delivery relating to an order you have placed.  Cookies are used on this shopping site but only to keep track of the contents of your shopping cart once you have selected an item.  We will only collect the personal information that is necessary to complete your order (during the check-out process) or request personal information (for instance by email) which is required to answer any enquiry you may have.  We will not collect or request any other personal information from you.  All information is collected lawfully and in accordance with the Data Protection Act 1998.

We will not send any email to you or telephone you without your consent, other than where connected with a current order, i.e  to advise of delivery dates, backorders etc (see also Opt-In Mailing List below). 

OPT-IN MAILING LIST

You may opt-in to our mailing lists by registering through our Mailing List form or during check out when placing an order. You will only receive contact when the site is updated. You will only be asked to give your name and email address when registering through our Mailing List form and you can request to be removed at any time at which point we will delete these details.  

COMPLAINTS

Sometimes things go wrong - although we have systems in place to ensure they do not, we are only human and occasionally mistakes can be made.  Obviously we would expect you to allow us the time to rectify any problems you may experience, sometimes it can be something very simple which can be immediately dealt with.

All complaints will be dealt with as soon as they are received and a reply will be made  within 5 days by the same method as that used to convey the original complaint.  Our reply will outline any action or remedy that we can make to satisfy your grievance.  If a remedy cannot be found immediately we will keep you informed as to progress towards a workable solution that is satisfactory to both parties. 

If after 14 days we cannot resolve the complaint then, where applicable, a full refund will be made.  Where the complaint refers to our quality of service then we will address the problem with immediate effect, where possible, and will inform you of any action we have taken to ensure the problem does not re-occur.  We aim to provide a fair and effective remedy to all complaints which will be treated in the strictest of confidence.  

REMITTANCE TERMS:

All goods must be paid for in full before dispatch.  Under no circumstances do we ship with invoice so please do not send purchase orders through the post - they will proceed no further. We reserve the right to refuse orders which have not been fully completed during the check-out process regardless of the payment method.

REACHING US

If you need to reach us for any reason, good or bad, please fill out our enquiry form by clicking here  OR:

Telephone (Normal Rates apply):

01353 624100  - Warehouse and 24 hour answer phone (for order enquiries, product and general enquiries).  (International: 44 1353 624100). 

Snail Mail:

Calico Crafts Limited, Unit 12 Northfield Road Business Park, Soham, Cambridgeshire, CB7 5UF

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Calico Crafts is the trading name of Calico Crafts Ltd
Registered in the UK #4901099
Registered Office: Unit 12 Northfield Road Business Park, Soham, Cambridgeshire, CB7 5UF