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FAQs

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1.	Do you have a shop? Unfortunately, we have no retail premises at all-we are solely a mail-order company and sadly have no shop you can visit.
2.	How can I place an order? You can place an order on the website, over the phone or through the post.
3.	I have received my order but there is an item missing, what should I do? You should check your invoice to see if there is an explanation as to why a product is missing from the order. If there is no note on the order, contact the office who should be able to help you.
4.	How long after placing my order should I expect to receive it? We usually work on 5-8 days for delivery, however during busier periods, such as product launches, delivery may take slightly longer. This will be explained to you when placing your order over the phone.
5.	I have selected ‘phone order’ as the payment type for my order, what do I need to do next? If you have selected phone order as your payment type, you need to contact the office with your payment details before we can dispatch the goods. Payment needs to be received within 14 days otherwise orders will be automatically deleted from the system, and if you wish to go ahead with the order you will need to re-place it.
6.	Can I return an item and have a refund? Providing the products are unused, in their original packaging and in a saleable condition, you can return an item along with a copy of your invoice for a refund on the product cost. Also, if a product is faulty it can be returned with a copy of the invoice for a full refund.
7.	I placed an order for an item, but when it arrived, I realised I already had it, is it possible to exchange it? Providing the products are unused, in their original packaging and in a saleable condition, you can return an item along with a copy of your invoice for a refund on the product cost.
8.	I have selected to pay by cheque or postal order, when do I need to send it, before or after I receive the goods? If you have selected cheque/ postal order payment, you need to send the payment before we can dispatch the goods. Cheques/ postal orders need to be made payable to ‘Crafters Companion Ltd’, with your order number written on the back and sent to; Beader's Companion Collingwood House Collingwood Street Coundon Bishop Auckland County Durham DL14 8LG Payment needs to be received within 14 days otherwise orders will be automatically deleted from the system, and if you wish to go ahead with the order you will need to re-place it.