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Free delivery on orders over £40
Order before 18th December for Christmas Delivery

FAQ

Welcome to the Homecrafts Frequently Asked Questions (FAQ). This is the best resource for quickly finding out information about using the site. Please use the links below to find out answers to your questions - if you cannot find any help here please visit our contact page where you will find a number of ways you can contact our team directly. 

 

Website Issues

My Voucher is ‘Not Valid’
The item I have added does not appear in my basket
I think I have placed my order several times by accident
How do I register?
How do I reset my password?
How can I register for an account?
I have signed up to your newsletter email but the website says I don't have an account.
My order is not showing up in my account.

Delivery Issues

Confirmation of delivery date
Deliveries outside the UK
Where is my order?
I paid for next day delivery but my order has not arrived
My order has turned up incomplete

Other Issues

I have emailed you but have not had a reply
Do you have any local stores?
Can I come and view your products before I buy?
Can I collect my order?
Item is showing "Out of Stock. Estimated Delivery 10-15 Days"

 

Website Issues

My Voucher is ‘Not Valid’.

There are several reasons a voucher may show up as invalid. Firstly, most vouchers require that you register and log into your account.

If after logging-in the voucher still shows as ‘Not Valid’ it will be due to one of three reasons:

1) You have already applied this voucher to a previous purchase.

2) The voucher was time-specific and has now expired.

3) To use the voucher you need to meet certain conditions – such as buy a type of product or meet a minimum spend requirement – and your basket does not meet these conditions.

 

The item I have added does not appear in my basket.

On occasion, old files stored in your browser history either display incorrect information or can prevent newly updated pages from functioning correctly.

If you cannot add the product to your basket, you might need to clear your cache and try again.

Clearing your cache is simple and should take less than a minute.

Easy to follow instructions on how to clear your cache using a range of browsers can be found here.

 

I think I have placed my order several times by accident.

If you have accidentally refreshed your browser during the transaction process or lost your internet connection when making a payment it is possible your order has been placed multiple times.

When this happens, most of the time our system will identify the problem automatically and only charge you for one transaction.

For peace of mind, we suggest you check your bank account for multiple transactions and if that is not possible check your email to see if multiple confirmations have been sent from us.

In most cases, we will pick up the error and refund you as soon as possible when this occurs. However, if you are aware of this problem it is always better to let us know by calling us on 0116 269 7733 between 9am and 5pm Monday to Friday.

 

How do I register?

Registering an account only takes a minute and makes completing an order much easier.

Just click on “Register” at the top right of your screen and fill in your information.

 

How do I reset my password?

Just follow this link, type in your email address and click “submit”.

If the email address matches an account on our system an email will be sent out within a few seconds containing instructions on how to reset your password.

 

How can I register for an account?

You can register for an account either by visiting this link or by clicking "Create an Account for Later Use" and filling in your details on the checkout page.

Note: Unless you have created your account and have logged in prior to applying your discount code in most cases it will not work.

 

I have signed up to your newsletter email but the website says I don't have an account.

Signing up to our newsletter is not the same as creating an account. You can create an account using the instructions above.

 

My order is not showing up in my account.

The most common reason for this is that the account was created after the order was placed as a guest. Due to data protection, we do not retrospectively add orders to accounts.

Another reason this may happen is that the session expired - that means your browser automatically logged you out of the site; this can occur when your security settings have been set to log you out of sites within a certain amount of time to protect you against others using your web accounts.

 

Delivery Issues

Confirmation of delivery date. 

An indication of the delivery time is shown on the checkout prior to order completion. Most orders will arrive within 3-5 days. Unfortunately, we cannot guarantee specific delivery dates as we use a range of third-party courier services.

 

Deliveries outside the UK.

We do not dispatch orders to addresses outside of the UK.

 

Where is my order?

If you have been waiting longer than expected for your order, please contact customer services on 0116 269 7733 between 9am and 5pm Monday to Friday.

Please note:

Orders placed after 5pm on Friday or on a Saturday or Sunday will be dispatched the following Monday; this includes next day delivery orders.

Orders placed on national holidays or during the week of Christmas may take longer than usual to arrive.

 

I paid for next day delivery but my order has not arrived.

Next day delivery orders are shipped as a matter of priority. To guarantee next day delivery of in-stock items the order must be placed before 12pm (midday) Monday – Thursday.

Our couriers do not deliver items on a weekend.

 

My order has turned up incomplete

If you believe a mistake has been made please check the contents of your package against your order confirmation email which should detail all of the items you have purchased.

If after checking this you believe an error has been made, please contact customer services on 0116 269 7733 between 9am and 5pm Monday to Friday.

 

Other Issues

I have emailed you but have not had a reply.

Please accept our apologies if we have not got back to you. Due to the high volume of sales queries submitted by email, it can take up to seven working days to receive an email from our customer services team.

If you have an urgent query, we recommend you contact us via the telephone on 0116 269 7733 between 9am and 5pm Monday to Friday. 

 

Do you have any local stores?

No. We are an online business only – but we do ship to the whole of the UK.

 

Can I come and view your products before I buy?

Unfortunately we do not have a showroom and therefore we cannot offer the facility for customers to view products before they purchase.

 

Can I collect my order?

Unfortunately due to health and safety restrictions we cannot allow the general public access to our warehouse so orders cannot be collected in person.

 

Item is showing "Out of Stock. Estimated Delivery 10-15 Days"

When an item is out of stock we will show an estimated delivery date. You can still purchase the product if you are happy to wait for it to be dispatched. Ordinarily, you will recieve the rest of your items in a separate package at no extra charge. Because it is estimated this means you may recieve your package before or after the given date.