Shipping & Returns

Ordering

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Placing an order online with www.thecraftdookit.co.uk couldn't be easier. Simply follow the steps below and you can start ordering for delivery to the address of your choice.

In order to start shopping with www.thecraftdookit.co.uk you will need to register your account.

Simply follow the on-screen instructions, and be sure to enter accurate contact information, so that we can send you your order confirmation, or update you with the progress of your orders.

Any account information, entered by you during the registration process is encrypted by our secure server software and held by us in that way, to prevent unauthorised access to your details. Any information you provide to us off-line or held by us in that format, is also stored in compliance with Data Protection Legislation and we enforce strict internal security procedures to ensure compliance and prevent unauthorised access.

Please view our Privacy Policy.

Placing your Order Online

Step 1 | Make your Selection - When you have found the item you want, click on the picture or title for more information. You will now see a page with further product details. This gives you an opportunity to find out more about the product and check it is the one you want.

Step 2 | Add to Basket - If you are happy to add the item to your cart, simply click the 'Add to Cart' icon.

Step 3 | Completing your Order - You will now see the item in your shopping cart. You have the opportunity to increase or decrease the quantity of individual items by inserting the number you require and clicking on the 'Update' button. If you wish to remove an item from your basket, simply click under the 'Delete' column in the appropriate line. If you wish to add further items to your order, you can use the 'Continue Shopping' link at the bottom of the ''Cart" page. You can check your cart contents at any time by clicking on the 'Shopping Cart' button located on the top right of all main site pages

Step 4 | Proceed to Checkout - When you have finished shopping, please click on the 'Proceed to Checkout' button. If this is your first order and you haven't already set up your account, you will be asked to register with thecraftdookit.co.uk before you can proceed with your order.

Step 5 | Confirm you Order - You will be shown the detail of your order, including the appropriate delivery charge. You are given the option to change delivery address or credit card details. Once you have checked that all details including the delivery address are correct and you agree to be bound by the Terms and Conditions of Sale, press the 'Confirm Order' button

Step 6 | Order Number - Your order is now complete. You will be shown an order reference number. Please keep a note of this number as it is used for all order enquiries.

Step 7 | Order Acknowledgement - Shortly after completing your order, you will receive email confirmation of the details of your order.

Having problems with an online order?

If you have problems placing an order, please contact us on 07905 947113.

Other methods of Ordering

Ordering by telephone - Orders can be placed by telephone on 07905 947113, you will be asked to provide your name, address, telephone number and details of the items you would like to order. Payment can be made either by credit/debit card over the telephone or by cheque, which should be send along with details of your order.

Ordering by post - Orders can be sent by post to The Craft Dookit, 24 Innerdownie Place, Dollar FK14 7BY. Payment can be made either by credit/debit card or cheque, which should be send along with details of your order.

If you have any queries regarding our ordering system please contact us on 07905 947113.

Payment

We store no bank details relating to orders placed on our website. These are processed via our internet merchant provider. All bank details provided over the telephone and by post are processed as soon as the order has been dispatched and all information except for the merchant credit/debit card transaction slip is destroyed.

All credit/debit card transactions are subject to validation checks and must be registered to the order account address.

Delivery - UK Only

Should you wish guaranteed next day delivery please contact us on 07905 947113 and we can arrange at an additional postage cost of £1.

The above delivery times exclude frames which will be dispatched within 5 working days.

To be collected

Items ordered online or by telephone can be collected in person at one of our events listed on our Events page or by prior arrangement at our business premises. Please either email or telephone to confirm from which event you would like to collect the order.

Delivery International - Republic of Ireland Only

The above delivery times exclude frames which will be dispatched within 5 working days.

Delivery International - Rest of Europe

Due to size restrictions we are unable to ship out with the UK foam backing board or frames any larger than a size suitable for a 12 baseplate picture.

The above delivery times exclude frames which will be dispatched within 5 working days.

Delivery International - USA and Worldwide

Due to size restrictions we are unable to ship out with the UK foam backing board or frames any larger than a size suitable for a 12 baseplate picture.

At The Craft Dookit we want you to be happy at all times and will exchange and refund items as follows:

Faulty/Missing Items - If on recieving your order you find that you have a faulty/missing item then please contact us immediately on 07905 947113 or by email at sales@thecraftdookit.co.uk.

Missing/Faulty pixel squares - please supply us with details of both colour number and quantity. We will dispatch missing items immediately. Please note that although we do check the pixel squares for missing pixels before packaging, some do become detached in the packaging, all designs contain an additional quantity to ensure that you are able to complete your design should any of the small squares be lost.

Missing/Faulty baseplates - please supply us with details of the quantity. We will dispatch missing/faulty baseplates immediately. Please do not return faulty baseplates.

Missing/Faulty foamboard - please supply us with details of the quantity and size. We will dispatch missing/faulty foamboard immediately. Please do not return faulty foamboard.

All other faulty items please return to us with 7 days (14 days for orders outwith the UK) and we will send out replacement items straight away and refund you the postage for the return of the item (postage refund only available to UK customers). If you would prefer a refund rather than a replacement please state this when returning. We will then refund you the price you paid for the item plus the postage costs. This does not affect your statutory rights as a customer.

Other returns - If you receive an item and you are unhappy with it for any reason, then send it back to us in its original condition within 30 days and we will refund the items purchase price. If the product is not faulty then it is essential that you do not open the item if you wish to return it for a refund as once opened we can not exchange or refund the item. This does not affect your statutory rights as a customer.

When sending items back please include a copy of your invoice and details of why you are returning the item.

The address for all returns is The Craft Dookit, 24 Innerdownie Place, Dollar. FK14 7BY

GOODS 'LOST IN TRANSIT'

WE AIM TO DISPATCH ALL ONLINE ORDERS WITHIN 1-2 WORKING DAYS, THEREFORE ALLOW 7 WORKING DAYS (14 WORKING DAYS FOR ORDERS OUTWITH THE UK) FROM THE DATE OF YOUR ORDER (if any item you have ordered is temporary out of stock we will have contacted you direct with an estimated dispatch date, we will then email you when your order has been dispatched, so allow 7 working days from the dispatch date)

The vast majority of orders are delivered on time, but from time to time items may go missing. We would be grateful if you could follow the procedure below in the event that your order does not arrive within 7 working days.

Please note: Failure to follow the procedure as detailed below may result in a considerably longer resolution time.

Step 1 - Contact your local sorting office to make sure they are not holding any items for you.

Step 2 - Make sure you record the name of the person you spoke to, and the address of the sorting office, as you will need this information to continue your claim.

Step 3 - If the sorting office is NOT holding items for you, Contact Us making sure you provide the information above, together with your order number and full delivery address.

We will process your claim (usually within 1 - 2 days) and send out a free-of-charge replacement item.