FAQs

Delivery Information

What are your delivery costs? We offer free delivery for all UK orders over £30.00. Please select ‘Economy’ delivery at checkout, and this free service will be applied to your order. Alternatively, you can select from the following delivery options:

Economy - £1.95 – up to 7 days
Express - £4.95 – 24-48hrs
Courier - £7.95 - sent by either UPS or DHL

*Please note that these delivery timeframes are from the day of dispatch (which is normally within 24 hours).

How long will delivery take to get to me? This will depend on the delivery option you choose. You will receive an email when your order has been dispatched (normally within 24 hours). The rough estimate for delivery is:
Economy - £1.95 – up to 7 days
Express - £4.95 – 24-48hrs
Courier - £7.95 - expected next working day

If I live locally, can I collect my order? Yes, absolutely. If you would like to place an order online, but you don’t want to pay delivery costs, you can select ‘Click & Collect’ at checkout. This means you won’t be charged for delivery, and will be notified by a member of our team when your order is ready to be collected. Collections can be made Monday-Friday 9am-5pm at our Head Office in Wymbush (MK8 8DA).

I haven’t received my order, what should I do? On the very rare occasion that your order hasn’t arrived within the expected timeframe, please contact us by email or phone to make sure that it has been dispatched. Some packages are too large to fit through your letterbox, so your postman may leave it in a secure place if you are not at home at the time of delivery. Sometimes they don’t leave a card, so it is also worth checking with your local delivery office to see if they have a package waiting for you.

Will I receive a tracking number when my items have been dispatched? We dispatch most orders by Royal Mail, so there will be no tracking number available. If you would like us to send your order by a tracked service, please contact us before submitting your order.

I live outside of the UK; can I still order from you? Yes, absolutely. We ship orders all over the world! Please send an email to Penny with a summary of your order, including all products you wish to order, and your delivery address. We will then send a quote for the shipping costs to you.

Do I have to pay customs charges if I have my order delivered abroad? In most cases, any customs or import duties are charged once the parcel reaches its destination country. We would recommend checking this before placing an order.

Payment

Can I pay by card? Yes. We accept all major credit and debit cards (not American Express). You can also pay by PayPal, and with a cheque.

Can I pay over the phone? Certainly. You can submit an order online, and choose ‘Offline Payment’ at checkout. Please then call 01908 227001 with your payment details.

Can I pay by cheque? Yes. You can submit an order online, and choose to pay 'offline'. You will then be given the details of who to make the cheque payable to, and where to send it. Your items will be reserved for you until your cheque has cleared, and will then be sent out once we have confirmation that the payment has gone through.

Can I pay by card in-store? Yes, we accept all major credit and debit cards (not American Express) as well as cash. You can also pay by PayPal.

Products & Stock

If you don’t have a particular item on your website, are you able to get hold of it for me? If you are looking for a particular product, but you can’t find it on our website, please do get in touch by phone or email. It may be that this product is on its way to us, in which case we could reserve it for you. In some cases, we may not have that particular item, but we will do our very best to source it for you from our suppliers.

Are all items on your website in stock and ready to be dispatched? Over 99% of our products are in stock and available to be dispatched straight away. We very rarely have products on our website that aren’t in stock, but when this is the case, it will be clear in the product description that if you add that item to your basket, you are submitting a ‘pre-order’. This effectively reserves the product for you, and it will automatically be sent out once the stock arrives.

I would like to order 5 of a particular item, but you only have 2 in stock. Are you able to get any more? If we don’t have sufficient stock of an item, please contact us by phone or email. More often than not, we are able to obtain more stock in order to fulfil your order.

Can I receive an email when a product comes back into stock? Yes. If you see a product is out of stock, you can enter your name and e-mail address on this page (don't forget to click 'send your request'. You will then receive an e-mail once the item has come back into stock.

Do you have a catalogue? No. All of the products that we have in stock are on our website. If you would like any further advice, or have any questions, please feel free to call us or email us.

Do you have age-restricted items on your website? Yes. Legally, we are not able to sell knives, blades or scissors to anyone under the age of 18. All customers are asked to tick a box in the checkout stages, confirming that they are over 18.

Do you have any postage-restricted items on your website? We are not able to send aerosols and spray cans in the Royal Mail postal system as they are prohibited goods. If you would like to order these items, an automatic £4.95 delivery charge will apply, and these items will be sent by UPS or DHL couriers.

Ordering

Can I order over the phone? Yes, please call 01908 227001 if you would like to place an order over the phone. Please have the product codes or names to hand so we can help you as quickly as possible.

I live outside of the UK; can I still order from you? Yes, absolutely. We ship orders all over the world! Please send an email to Penny with a summary of your order, including all products you wish to order, and your delivery address. We will then send a quote for the shipping costs to you.

I have just placed an order online, but I want to add something to my order, can I do this? Yes, this is normally absolutely fine. Please call us on 01908 227001 to let us know which items you would like to add to your order.

My order has arrived, but I am missing an item. What should I do? If you believe you are missing an item from your order, please notify us as soon as possible. We can then dispatch the missing item to you by 1st class post.

Do I need to create an account to place an order? No, you can place an order without creating an account with us. However, if you would like to save your order history and delivery information for the future, you can create an account when you submit your order. You will need to submit a password to save your information.

I would like to cancel my order. Can I do this? As long as your order has not yet been dispatched, you can cancel it and receive a full refund. Unfortunately, if your order has already been dispatched, you will need to return it to us to receive a refund. In this instance, we won’t be able to refund you for the postage costs.

Do you have a shop or store that is open to the public? Yes. Our showroom (also our stockroom) is open Monday-Friday between 10am and 4pm. Please note that our showroom is located on the first floor of the building, as the entire ground floor is a warehouse.

Here's what One Stop Craft Shop HQ looks like. We share a building with WHB Logistics, and are next to Partyrama:

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For directions, click here, or use the map below.


Returns

I would like to return an item that I purchased from you. How do I go about this? If you wish to return an item, please complete this returns form, and enclose it with your package. If the item is faulty or incorrect, we will fully reimburse you for returns postage. If you have simply changed your mind, please return all goods in the original packaging within 30 days of you receiving the goods. For more information regarding our returns policy, please click here.

Contact

What is the best way to contact you? You can either call us on 01908 227001 or email us (penny@onestopcraftshop.com). It is best to e-mail us at the weekend, as our phone lines are not manned. If you require us to call you, please email us leaving your contact details.

Are you on Facebook and other social media networks? Yes! Please follow us to keep updated with new products, offers, blog posts and news!

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Offers & Discounts

Do you accept Docrafts vouchers? Unfortunately, not. We do however automatically take 10% off the RRP of all docrafts Creativity Essentials products, and offer free delivery to all UK orders over £30.

Do you have a newsletter that I can sign up to to be kept up to date with your new products and offers? Yes. If you wish to receive our newsletter, please sign-up on the home page. Please note, your details will not be shared with any third parties.

Do you have any special offers? On the whole, our prices are lower than other leading craft shops and websites for comparable products. If we are running any particular offers or discounts, these will be clear on our website. Please also keep an eye on our social media accounts, as we often post offers or discount codes on Facebook, Instagram or Twitter.

Do you offer Student discount? We don’t currently offer discount for students, as our prices are already lower than other craft stores and websites.

Do you have gift cards available to purchase? Unfortunately, we are not able to offer gift cards at present. However, we can provide you with a voucher code if you wish to gift someone with some craft products.

Privacy

Do you keep my payment details on file? One Stop Craft Shop makes a commitment to protecting your privacy and promises only to use information collected about you in accordance with the Data Protection Act 1998. We collect your name, address, e-mail address and your phone number when you place an order. We need this information so we can complete your order and contact you if there is a query. This information is stored on our secure servers. We do not store your credit card details and we are in full audited compliance with Payment Card Industry Data Security Standard (PCI DSS). All transactions are handled through First Data and Global Gateway Connect.

For more information regarding our Privacy Policy, please click here.

Other

Do you visit local craft clubs? Yes. We are very happy to visit craft clubs in the Milton Keynes area to showcase our products or do demonstrations. If you would like us to visit you and your craft club, please contact us.

Do you do demonstrations? We don't carry out demonstrations at the moment, but we would like to start doing them soon. Please sign up to our newsletter to be kept updated with our news.


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