Which payment methods do you accept?
When paying online you have a number of options. The easiest and most convenient way to pay online is with PayPal. If you do choose PayPal then you can choose to pay using your PayPal balance or by using your credit or debit card. If you do not have a PayPal account then they are free and easy to set up.
Alternatively, you can also pay directly using your Visa, MasterCard or American Express debit or credit card.
Can I pay by cheque/phone/postal order?
At this moment in time, we are only able to accept payment via PayPal or credit/debit card online and by phone. If you are having difficulty placing your order online, please phone or email us for assistance.
Order Tracking & Updates
Should I receive a confirmation email?
As soon as you place your order with us you will receive a confirmation email. You will also receive an email from us when we have dispatched your item, along with any tracking numbers. That way you are kept fully up to date with the status of your order.
Can I cancel or amend my order?
It is very difficult to cancel or amend an order once it has been placed as we do tend to send orders straight to the dispatch team in order to maintain a speedy turnaround. However, if you do call us immediately (during our opening hours), we may be able to make amendments, although this is not guaranteed.
What are your delivery charges?
Orders placed to mainland UK addresses will be charged a flat rate fee of just £3.95 if the order is under 2kg in weight and £5.95 for orders above 2kg. An express delivery option is always available for just £8.95.
Orders to UK Mainland will be free if the total basket is above £120. This is only relevant to UK Mainland.
Orders to UK offshore & highlands (including Northern Ireland, Scottish Islands, Scottish Highlands, Channel Isles, Isle of Man, Isle of Wight & Scilly Isles) will be charged a flat rate fee of just £3.95 if the order is under 2kg in weight and £13.95 for orders above 2kg.
For our international customers, the delivery rate is calculated by weight at checkout. International shipping may be subject to import duties or other taxes – these are the sole responsibility of the buyer.
When will my order be dispatched?
We aim to dispatch all orders within 3 working days. During sales or other busy periods, this turnaround may be extended and we urge you to keep an eye on our social media channels for all updates regarding current turnaround and delivery timeframes. You will receive an email from us once your order has been 'Shipped'. If your order is being dispatched via DPD, you'll receive an automated email and text notification from DPD stating their estimated delivery date - we have no control over these notifications and would urge you to contact us for a more accurate estimated delivery date, taking into account our current order processing turnaround time frames.
What shipping service do you use?
For UK orders under 2kg, we ship using Royal Mail 48. Orders over 2kg are sent via DPD Local. For express next day deliveries, we use DPD Local Next-Day for delivery on the next working day after dispatch. Please note that DPD do not deliver on Saturdays or Bank Holidays.
For international shipments, either Royal Mail or international courier services will be used.
How long will it take for my order to arrive?
For UK customers, you should receive your order within 7 working days of placing your order. International shipment times can vary but should arrive within 12 working days. If you have not received your order within this time frame, please get in touch.
Returns & Exchanges
Can I return/exchange an item I have ordered?
Yes! Craftovator offers a No-Quibble 30-Day Money Back Guarantee. If, for any reason you are dissatisfied, simply contact us to be issued a unique RMA (Returns Merchandise Authorisation), send the item back to us in the original, unused condition and we’ll give a full refund – no questions asked. We will issue a full refund for the unused goods, minus the original delivery fee.
Please note: we are unable to cover return postage costs except in the case of damaged/wrong products being received.
In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the following payment options. Payment is to be made to Klarna:
Pay in 3
Further information and Klarna’s user terms you can find here. General information on Klarna can be found here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarnas privacy statement.
My order still states "Awaiting Payment" - what does this mean?
This is totally fine! Rest assured we have received your order and will begin processing it in line with our normal turnaround policy. Once your order has been dispatched, the order status will change to "Shipped".
How can I contact you?
Please visit our Contact Us page for full details on how to reach us via Live Chat, email or phone.