SHIPPING POLICY
Delivery
Orders, under normal circumstances and circumstances within our control, most items are made and shipped and should arrive within 5 – 7 working days. Bespoke orders we will confirm at time of order. Due to circumstances out of our control, orders may be delayed. Crafteywood always makes every effort to deliver goods on time as requested at the time the order was placed. However, we cannot guarantee this, and we will not accept any liability if your order is delivered outside any previously agreed time or date. We will do our best to advise you of any delay or if the item is not available. If there is any damage during delivery, we will endeavour to replace or repair the items as quickly as possible, however we are not liable for any costs you may have incurred. Please note that someone will be required to sign for and carefully check the goods at time of delivery. If there is no one at your shipping address to sign for the delivery, then the courier company reserves the right to deliver to a neighbour if they are willing to sign for it. If the courier has made 2 attempts to deliver your parcel and there is no one available to take delivery, the parcel will be returned to us and a second delivery charge will need to be made. Crafteywood will not accept any liability for damage to a product at the customer’s property, or any personal injury to the customer or any third party. Crafteywood cannot be held liable if we are not able fulfil any last-minute changes to your shipping address. Any requests to change a Shipping or Billing address must be put in an email and we will do our best to accommodate. If we are not able to change your address, we will notify you by phone/email. If your order has been completed and we have informed you but you are unable to take delivery, Crafteywood will not be held responsible for any movement in the Timber. Whilst we will take every care to protect your item while we store it until you are ready to take delivery, Crafteywood cannot be held responsible for any damage that may occur, as we are a working workshop and space can become very limited.
Damages in Transit
All goods must be inspected for damage or shortfall on delivery and must be reported to us within 24 hours of delivery. No claims for damage can be made after this. Goods will not be left without a valid signature from the Customer or a responsible person. On occasion, by the courier, goods can be left with a neighbour, the customer accepts this and cannot hold Crafteywood responsible for any damages caused unless specified on the date of order by the customer.
All packaging must be kept if any returns are to be made. Couriers can sometimes request to see images or even inspect the goods and packaging directly. This is part of their T&Cs which Crafteywood and the customer must abide by. If packaging is disposed of before a claim has been made, we may not be able to issue a refund or replace the damaged item.
All delivery notes added to the order will be added to your delivery notes. The couriers will do their best to accommodate, but cannot guarantee all requests can be carried out. Crafteywood cannot be held responsible for delivery requests. If a request is made to leave the parcel somewhere, this is the responsibility of the customer and Crafteywood is not able to take any action if the parcel gets lost or stolen.
Loss of a parcel
The loss of a parcel is beyond our control. Once an order leaves our workshop we are then bound by the Terms & Conditions of the courier. If your parcel has been lost in transit, we must comply with all search procedures they have to do. This can take several days and beyond. Once the courier has determined the location of your parcel, it will be sent on to you ASAP. If the parcel cannot be located, then we have to comply with the courier's claims procedures. This can take up to 6 weeks for the courier to arrange a refund and then a week for Crafteywood to arrange the refund back to the customer. The timescales are beyond our control and are legally binding. We will do everything we can to help speed up the process, and in the meantime, will keep the customer informed as and when any progress is made.
N.B. Once your product leaves our workshop it goes through many different climates on its journey to you. During this period some slight movement and cracks can occur. Once you have taken delivery, there will be a period of time that your product needs to settle into its new environment.
​
RETURN & EXCHANGE POLICY
Cancelation
You may cancel your order at any time so long as the item(s) have not been cut to order, personalised or specific timber ordered for your requirements. You will be refunded in full. We may refuse to process a transaction for any reason or refuse service to anyone at any time at our discretion.
Returns
If for any reason you are unhappy with your purchase, please let us know. We ask that you contact us within 24 hours of receipt on 061 ‪476 4860‬ or by email. Only items that are blank and not made to order can be returned. All items should be returned within 7 days of receipt in a re-saleable condition. Bespoke/Personalised/Made to order items may only be returned and repaired or replaced, they are non-refundable. We reserve the right to offer the customer a refund or exchange at our discretion. This is a one-time only offer and only valid at the time the offer is made. It is not an open-ended offer. Where possible, we would ask that you return the item(s) with the original packaging. We are not responsible for return postage. All returns must be sent back via a recorded signed for delivery at the expense of the customer. If you wish to return an item, please contact us first on 061 ‪476 4860‬ or email to discuss the return of your item.
​
Stock Shortages
If stock is unavailable and your order cannot be fulfilled, we will notify you with the option to claim a full refund or agree to wait until the product becomes available.
Gift Vouchers
Gift Vouchers are non-refundable. They cannot be exchanged for cash and no change will be given. If you have made an online payment with a Gift Voucher (in whole or in part) and you would like to return your purchase (see returns policy), please note that you will be refunded the amount paid by Gift Voucher in the form of an eVoucher. Gift Vouchers will expire on the date marked on the Gift Voucher. Gift Vouchers presented after their expiry date will be treated as void and are non-exchangeable and non-refundable. Please treat Gift Vouchers as cash in terms of security. Gift vouchers cannot be replaced if lost, stolen or damaged.
​
Faulty or Damaged Goods
In the unlikely event that a parcel arrives damaged or faulty, you must contact us within 24 hours of receipt on 061 ‪476 4860‬ or by email crafteywood@gmail.com. If this has not been done, we cannot claim for any damages, this is beyond our control and are the Terms & Conditions of the couriers. Parcels must be collected from the same address it has been delivered to, this again is outside of our control and is part of the Terms & Conditions of our couriers.
After you have contacted us, all items should be returned within 7 days of receipt, via recorded signed for delivery.
Where possible, we would ask that you return the item(s) with the original packaging. If this is not possible, you must make sure that the parcel is securely packaged for the size and weight of the parcel to protect it during transit. Crafteywood are not responsible for any damages caused in transit. We are not responsible for the return postage. All returns must be sent back via a recorded signed for delivery at the expense of the customer. If you wish to return an item, please contact us first on 061 ‪476 4860‬ or email crafteywood@gmail.com to discuss the return of your item. We will refund your return postage if the fault is down to Crafteywood.
Once we have received the damaged item back at our workshop, we will inspect it and if possible, we will repair it to look as good as new. If this is not possible, then we will replace it asap. Crafteywood will not accept any claims for damages/discrepancies once the customer has performed any work on the product, including cutting, shaping, finishing or oiling. Any work carried out on the product constitutes immediate acceptance of the product.
Chopping Boards and other wooden products made by Crafteywood are natural products and must be treated as such. Wood is very susceptible to climate change, heat and water. Never leave your product to soak, do not leave in open sunlight or on a hot surface like an AGA. Do not place your product on a wet or moist surface for long periods of time, especially products like chopping boards. This will not only cause damage to your product but may stain surfaces or flooring. Chopping and cutting boards may leak some oil when you first begin to use them and they are in a moist environment. Be sure to wipe the oil immediately because if left it may cause some staining. If the oil does leak slightly, rest assured that it will stop, it just needs to acclimatise. If you do not follow your care guide instructions and damage occurs to your item, Crafteywood will not be held responsible for repairing or replacing the product.
Please note: Normal wear and tear of a product is not deemed to be a faulty or damaged product. All repairs and postage costs are chargeable. Please contact us for a quote.
