DELIVERY, REFUNDS AND RETURNS POLICY
Shipping and Delivery
The contents of your order and your delivery postcode area will determine which delivery services are available to you, and at what charge. We use Royal Mail and Hermes Couriers. You will only pay one delivery charge per address and we calculate the costs based on the weight of the parcel, so you are paying a price appropriate to your actual delivery costs, not one price fits all. This helps to ensure that our artists are receiving the best price for their work and that you are paying a fair price for the postage.
Delivery times are within 2 to 5 days and will be contact free. If you require an item urgently please mention that on the order notes, email us at or give us a ring and we will get in touch to discuss this best method for you and do our best to meet your needs.
You can also collect from the shop during opening hours. We will let you know when your parcel is ready to collect, just bring along a copy of your order so we know its you.
Refunds and Returns
All of our makers want you to be completely satisfied with your purchase, should you be unsatisfied with your item/s for any reason, then most items can be returned to us.
Any exceptions or special instructions, for example on a commissioned or personalised item will be displayed on the product page at the time of order.
If the item you have purchased is faulty or damaged in transit or we have mis-described the item, we will be happy to offer you a refund, replacement or a repair.
Please wrap the parcel appropriately to prevent damage and enclose a note explaining the reason for the return, your contact details including telephone and email address in case of query. Please also tell us the action you would like us to take. This could be a replacement, refund or Caldbeck Crafters voucher/credit note.
Please obtain proof of postage (a certificate of posting is available free of charge from the Post Office). This should be kept in a safe place in case you need to claim compensation from the carrier. We regret that we cannot accept responsibility for goods in transit from our customers.
We aim to process the returned items promptly. However, during busy periods, please allow up to 14 days for your refund or replacement to be sent. You can expect a refund in the same form of payment originally used for purchase.
Please note that the costs for returning the item to us are nonrefundable, unless you are returning an item because of an error on our part or because it is damaged or defective. In these cases we will be happy to refund the delivery charges incurred in sending the item to you and we'll reimburse your costs in returning it to us.
Please note that refunds for items bought as gifts can only be given to the original payer.
PRIVACY & SAFETY
We recognise that your privacy and security of your data is of great concern and we endeavour to keep all data collected securely.
We collect various types of information and in several ways: Information you give us
For example, when you register on our website as a buyer, we’ll store personal information you give us such as your name, email address, postal address, telephone number. We will also store a record of your purchases. Information about your interactions with us. For example, when you visit our website, we collect information about how you interact with our content and ads. When we send you a mailing we store a record of this, and in the case of emails we keep a record of which ones you have opened and which links you have clicked on. Sensitive personal data Data Protection law recognises that certain categories of personal information are more sensitive such as health information, race, religious beliefs and political opinions. We do not usually collect this type of information about our patrons unless there is a clear reason for doing so.
Your debit and credit card information
If you use your credit or debit card to purchase from us, we will ensure that this is carried out securely and in accordance with the Payment Card Industry Data Security Standard (PCI-DSS). We DO NOT store your card details for use in a future transaction. This is carried out in compliance with PCI-DSS and in a way where none of our members are able to see your full card number. We never store your three or four digit security code.
We aim to communicate with you about the work that we do in ways that you find relevant, timely and respectful. To do this we use data that we have stored about you, such as any preferences you may have told us about. We use our legitimate organisational interest as the legal basis for communications by post and email. In the case of postal mailings, you may object to receiving these at any time using the contact details at the end of this policy. In the case of email, we will give you an opportunity to opt out of receiving them during your first purchase with us. If you do not opt out, we will provide you with an option to unsubscribe in every email that we subsequently send you, or you can alternatively use the contact details at the end of this policy.
Sharing with social networks If you use the buttons that allow you to share products and content with your friends via social networks like Twitter and Facebook, these companies may set a cookie on your computer memory. Find out more about these here:
Security of your personal information
We will put in place appropriate safeguards (both in terms of our procedures and the technology we use) to keep your personal information as secure as possible. We will ensure that any third parties we use for processing your personal information do the same. Your rights to your personal information You have a right to request a copy of the personal information that we hold about you and to have any inaccuracies in this data corrected. Please use the contact details at the end of this policy if you would like to exercise this right.