faq

 

FREQUENTLY ASKED QUESTIONS

  • What if my item(s) arrive damaged?
    •  The onus is on us to get your item to you undamaged. We go to great lengths to wrap our parcels well, we know how rough some carriers can be. If your item does arrive damaged please inform us within 7 days of receipt so we can do something about it. We could uplift the item and replace it, or if a replacement is not available or wanted a full refund can be made.

 

  • What if my item doesn’t arrive?
    • If your item(s) haven’t arrived or you haven’t had a communication from us reporting a delay within 7 days of your purchase, then please contact us, it could be that your delivery has gone astray and we will have to begin an investigation..It may take a little while to locate your parcel in such a case, if it is taking too long we will send out a replacement. We often use a carrier to deliver our packages, the carrier will need a signature from the recipient, If the item has been delivered the carrier will  have a signature, or they will have a signature of someone who has signed for the package, maybe a neighbour or a relative. If it’s not been delivered of course they won’t have a signature at all. We will investigate the delivery with the carrier and proceed from there. If we are unable to make delivery a full refund will be given or a replacement sent out.

 

  • What if I am unhappy with my purchase?
    • If you are unhappy with your purchases you are welcome to return them to us anytime within 7 days of having received them. We ask that you contact us to let us know you are returning them. When they have been received in good condition (the onus is on the customer to package them so they will arrive back to us in a saleable condition) a full refund will be made. The customer is asked to pay the cost of returning the goods.

 

  •  How long does delivery take?
    • We use several different methods of delivery, Royal mail, Parcelforce or other national carriers and sometimes we use specialist carriers when the items being delivered are particularly heavy, big or delicate. We always try to get items delivered within 2-4 days of ordering. If we can’t get your items to you within 7 days we will contact you to advise of a delay.

 

  • Can you post abroad?
    • We can post abroad in some circumstances, please contact us for a price and expected delivery time.

 

  • Can I cancel my order?
    • Yes, you can cancel anytime before the item has been logged on for delivery with the carrier. Once the item has been delivered you can still ask us to uplift your purchase and refund you in full. You can return your purchase without quibble for any reason within 7 days of receipt.

 

  • Do I have to register with Rennies Arts & Crafts to be able to order?
    • No, during the check process you have the option of registering, which makes it easier for you if you vist us again, and we hope you do. You also have an option to purchase without registering, which we know suits some customers.