FAQ

Payment

  • What payment methods do you accept?
  • Where is my refund?

What payment methods do you accept?

We accept the following credit cards: MasterCard, Visa, American Express and Discover. We only take payment once your order has been shipped. We also accept payment by PayPal or Amazon Pay. If you decide to use either of these two methods, you’ll be taken to either the PayPal or Amazon Pay website, where you’ll be prompted to log in and process your payment. You’ll then be directed back to our merchant website once your transaction is complete.

Where is my refund?

We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.

Ordering and delivery

  • Can you do Bulk or Custom Orders
  • Can I place an order without creating an account?
  • Where is my order confirmation?
  • Why has my order been canceled?
  • How do I cancel my order?
  • Can I alter my order?
  • When will my order arrive?
  • What countries do you ship to?
  • How much is shipping?
  • Can I track my order?

Can you do Bulk or Custom Orders

Yes, we can, We love bulk orders, your bulk discount should calculate automatically.

For bespoke items, Please contact us and let us know what you would like.

Can I place an order without creating an account?

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just visit our Registration Page and follow the instructions on-screen.

Where is my order confirmation?

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at info@cherrygrovecraft.co.uk just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

Why has my order been canceled?

We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. Please accept our apologies if your order is canceled because of a problem at our end. We’ll always offer an alternative product and process your refund in full, as quickly as possible.

How do I cancel my order?

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via info@cherrygrovecraft.co.uk, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

Can I alter my order?

Sadly, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product, please place a new order online.

When will my order arrive?

We aim to despatch all orders within 3 working days. Sometime for large orders or at peak periods this may be slightly longer. Please remember that we make everything on demand. Orders that require shipping within the UK. will be sent by Royal Mail, to keep costs down we use 2nd class post for lower value orders, but for higher value orders we will automatically upgrade to a 'Signed For' or 'Special Delivery' Service.

What countries do you ship to?

We ship to the UK only at the moment. We are looking to sell internationally, but in the meantime if you need something you can order from out Etsy shop .

How much is shipping?

Shipping costs depend on the item you’ve ordered and will be clearly visibly at checkout.

Can I track my order?

Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference (where sent via tracked postage) which you can use to check the progress of your order online.

Returns

  • Can I return or exchange an item?
  • How do I return an item?
  • My order has arrived but it’s not as I expected. What can I do?
  • How long does it take to return an item?

Can I return or exchange an item?

Please note that Personalised Items cannot be returned unless they are faulty.

Please see our Returns & Refunds policy here.

 

How do I return an item?

To start a return, you can contact us at Info@cherrygrovecraft.co.uk. Please note that returns will need to be sent to the following address: 6 Maple Grove, Buckley, CH7 3JS

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at Info@cherrygrovecraft.co.uk.

My order has arrived but it’s not as I expected. What can I do?

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via info@cherrygrovecraft.co.uk with the details. We’ll respond within 48 hours. If you just don’t like the product for any reason, we’ll gladly accept it back as a return, providing it’s in “as new” condition, in its original packaging with all labels attached.

How long does it take to return an item?

For detailed information on this

Please see our Returns & Refunds policy here.

Misc

  • Do you sell gift vouchers?

Do you sell gift vouchers?

Hi, We can certainly arrange something.

Please contact us for information