Cromartie Hobbycraft Terms & Conditions
By using our website, you agree to the following terms and conditions set by Cromartie Hobbycraft. These terms apply to both retail and trade customers unless stated otherwise.
Contract of Sale
The products and prices shown on our website are an invitation for you to place an order and are not a binding offer. A contract is only formed once we have accepted your order and sent you an email confirming it, together with successful payment.
We reserve the right to decline or cancel an order before confirmation, particularly where there is an error in the product listing, description, pricing, availability, or the order itself.
Prices and availability may change at any time without notice.
Order Processing & Payment
Your credit or debit card will only be charged once your full order and any carriage charges have been confirmed, and typically before the goods are despatched or services activated.
We accept Visa, Visa Debit, MasterCard and Maestro. Payments are securely processed through ClearAccept. If a card transaction is declined, this may delay despatch. If you wish to pay by cheque or bank transfer, please contact us in advance.
Changing or Cancelling an Order Before Despatch
Due to our fast shipping process, please contact us as soon as possible if you need to change or cancel an order.
If you wish to add items to an existing order, you must contact us before 12 midday on the despatch day. Additional items requested after this time may need to be sent separately, which may incur extra shipping charges.
Shipping & Delivery
Shipping charges are based on the weight and destination of your order. UK mainland delivery charges are shown at checkout. Orders to the Highlands, Islands and overseas may show “Shipping Quotation to Follow”, and we will contact you with an accurate delivery quote before despatch.
Orders placed before 12 midday Monday to Friday are usually despatched the same working day, subject to stock availability and order volumes. Orders placed after this time, or during particularly busy periods, may be despatched the following working day.
Economy delivery usually takes up to 3 working days after despatch. Next working day delivery may be available, but delivery times are dependent on the courier and cannot be guaranteed due to delays or circumstances outside our control.
Standard deliveries may take place between 8:00am and 6:00pm. If you require a morning or afternoon delivery, this may be arranged at an additional cost. Please specify this when ordering.
If you would prefer to collect your order, please select the Collect option at checkout and state your preferred collection date in the Special Instructions box. If you are using your own courier, please let us know in advance so we can package the order correctly.
If you would like your order to be left in a safe place, please include this in the Special Instructions box at checkout where possible. Any goods left without a signature are left at the customer’s own risk and subject to the courier agreeing that a safe and suitable location is available.
Pallet Deliveries, Delivery Access & Parking Restrictions
Pallet deliveries are kerbside drop-off only.
Please tell us before ordering if there are any parking restrictions, limited access, unloading restrictions, or other delivery access issues at your address. Our deliveries are carried out by third-party couriers and hauliers.
If delivery cannot be completed because of restricted access, parking restrictions, lack of suitable unloading space, or because these issues were not disclosed to us in advance, delays, failed deliveries, additional delivery charges or re-delivery charges may apply.
Cromartie Hobbycraft cannot accept responsibility for any parking fines, penalty charges, or similar costs incurred where delivery restrictions or access issues were not disclosed in advance.
Missed Deliveries
Please ensure that someone is available at the delivery address to accept the goods. If no one is available, the courier may leave a calling card, send a text, or email you with re-delivery details. Additional charges may apply for re-delivery.
If your business or delivery address is closed on any particular days, please let us know in the Special Instructions box at checkout so we can help avoid failed deliveries or unnecessary delays.
Damaged, Missing, Incorrect or Unwanted Items
Please inspect your order as soon as it is delivered. If there is visible damage, please sign for the order as damaged and notify us within 48 hours. Please provide photographs of any damaged items so we can review the issue and arrange a replacement or refund where appropriate.
For incorrectly ordered or mispicked items, returns may be accepted within 28 days of delivery, provided the goods are in a resaleable condition and the original packaging is intact. Unless otherwise agreed, return postage is not covered.
For single bisque items that arrive broken, we would normally arrange a refund.
Website Content
We aim to keep the information on our website accurate and up to date, but Cromartie Hobbycraft makes no guarantee that all website content is completely error-free, complete or current. This site and its contents are provided on an “as is” basis.
Limitation of Liability
Unless otherwise stated, Cromartie Hobbycraft, including its staff and directors, shall not be liable for any loss or damage arising out of the use of this website. This includes direct or indirect loss, loss of data, income, profit, or claims made by third parties, except where liability cannot be excluded by law.
Fraud & Illegal Activity
Using false details or a knowingly invalid credit card is a criminal offence. We track orders using electronic fingerprints and will report suspicious or fraudulent activity to the relevant authorities.
Changes to These Terms
We may update or change these terms at any time without notice. Any changes take effect as soon as they are posted on our website.
Further Information
For more help with ordering, shipping, returns, refunds and account queries, please visit our Frequently Asked Questions page or contact our team directly below.