Delivery, Returns & Cancellation Terms and Conditions

Delivery

Products listed in the Shop are ready to ship unless the product page says otherwise. Orders dispatch within 2–3 working days of confirmation, unless a different date has been agreed. Couriers typically deliver within 1–2 further working days of dispatch. Craftinson will contact you promptly if anything causes a delay. Unless a different delivery date has been agreed, goods will be delivered no later than 30 days after the order is accepted.

When your order arrives, please check your parcel on arrival and retain the packaging in case it is needed. If anything is damaged in transit or does not match your order, email James@Craftinson.co.uk with a couple of photos (item and box) so the issue can be resolved promptly.

Changing your mind (standard products)

Standard (non-personalised) products bought online can be cancelled within 14 days from the day after they are received — no reason needed. Notify Craftinson at James@Craftinson.co.uk or via the Contact page before dispatching anything back; once notice has been given, a further 14 days is allowed to send the item back. Standard return postage on change-of-mind returns is at the customer's expense. A deduction from the refund may be made if an item's value has reduced through handling beyond what is necessary to inspect it.

Refunds

The purchase price and the cost of standard delivery will be refunded within 14 days of receiving the returned item or receiving proof it has been sent back, whichever occurs first. Refunds are made to your original payment method unless otherwise agreed. Upgraded or express delivery charges are not refunded on change-of-mind returns.

Personalised & bespoke pieces

The 14-day change-of-mind right does not apply to goods that are made to the customer's specifications or clearly personalised. This may include personalised engraving or wording, customer-supplied artwork, or products made to individually agreed dimensions or other specifications. Craftinson will confirm before payment that an order is being treated this way and may ask for approval of design details before work begins. If a personalised piece is faulty, damaged or not as agreed, statutory consumer rights remain unaffected. Simply being made after an order is placed does not make a standard product bespoke.

Faulty, damaged or incorrect goods

Goods must be as described, of satisfactory quality and fit for their intended purpose. If an item is faulty, damaged in transit or is not what you ordered, please contact James@Craftinson.co.uk. Your rights may include a refund, repair, replacement or price reduction depending on the circumstances. Craftinson will cover reasonable return costs where goods are faulty, damaged or incorrect. Nothing in this policy affects your statutory rights.

Local collection

Craftinson is based in Oxford. Local collection can be organised by contacting James@Craftinson.co.uk or via the Contact page.

Business details & Cancellation form

To: Craftinson, 50 North Hinksey Village, Oxford, OX2 0NA, United Kingdom — James@Craftinson.co.uk

I hereby give notice that I cancel my contract for the sale of the following goods:

Goods / order number: ________

Ordered on / received on: ____

Name: __

Address: ___

Date: __

This form is optional — a simple email stating that you wish to cancel is equally sufficient.

Your Statutory Rights

Nothing in this Delivery & Returns policy limits or removes any rights you have under UK consumer law.

Last updated: 30 September 2026