Customer Service

Who do we supply?

We supply all creative people, but traditionally supply educational establishments from Primary and Secondary Schools to Colleges and Universities, together with all kinds of institutions such as Occupational Therapy departments, Prisons, Social Service Centres etc.

Our address

For UK enquiries
Specialist Crafts
Hamilton House
Mountain Road
Leicester
LE4 9HQ

Telephone: 0116 269 7711
Mon - Fri, 8:30am - 5:00pm

For Export enquiries
Specialist Crafts
Hamilton House
Mountain Road
Leicester
United Kingdom
LE4 9HQ

Telephone: +44 (0)116 274 4714 (Mon - Fri 8:30am - 5:00pm (GMT)

Delivery and Carriage Charges

Free Standard Delivery We now offer free standard delivery on all web orders over £35.00. Please ensure you select this option when placing your order.

Standard Delivery Carriage will be charged at £5.99 (+ VAT) for all standard orders. Depending on stock availability, standard delivery will be 3 - 5 days (but may increase to 5 - 7 days during busy periods). Carriage for large equipment (e.g. Kilns etc.) is by quotation. All offshore islands special rates may apply. Contact sales department for details.

Next Day Delivery (weekdays only) Guaranteed Next Day delivery will be charged at £9.99 (+ VAT) per order. Next Day orders must be received before 12 noon.

This Next Day service is only guaranteed in most mainland UK regions and excludes the Highlands of Scotland, Cornwall, South West Wales, Northern Ireland and any offshore Islands where delivery may take an extra day.

Palletised orders and orders for large equipment are excluded from this service. Special delivery can be quoted upon request.

Tracking Your Order

When your order has been despatched, a tracking code will appear in your account.

To access this tracking code, log into your account by clicking on Sign In in the top right of the screen. Once logged in, click on your name which will have appeared in the top right and on the dropdown menu, click My Account.

When on your account page, click My Orders and then click View Order to you find the order you would like to track.

If your item has been despatched, a tab will appear on your order called Order Shipments. Within this tab, you will see a tracking number. Clicking Track This Shipment will give you additional courier information.

This information can then be used in the courier tracking portal, which will either be Parcelforce or Hermes.

In some cases, your order may be split into several deliveries. When this happens, you will be allocated multiple tracking codes so that you can track each parcel.

Returns

At Specialist Crafts we set ourselves the highest standards of customer service and product quality. We strongly believe that our customers are our business and that is why we try to give the very best product range, the very best customer service and the very best quality products.

If, for any reason you are unhappy with any product we supply, please contact us as unfortunately we cannot accept return of any goods which have been delivered as ordered, without prior permission.

When goods are returned, credit will be given according to the condition of the goods returned. If Specialist Crafts are at fault, we will cover all reasonable carriage costs for the returns and will issue a full refund. If the customer is at fault they will need to pay return carriage costs and a re-stocking charge (of 10% of the goods value or a minimum of £10) may apply.

No goods are supplied on a sale or return basis. Please note refunds will be made by BACS bank transfer, credit applied to the customer account or to the credit card used for the original payment.

International Orders

Please e-mail your order to: export@specialistcrafts.com or call our office (as below). Alternatively, visit www.specialistcrafts.com.

Credit card payments can only be made from a UK registered credit or debit card. We do not accept credit cards registered in any other country.

To talk to us about Export
Specialist Crafts
Hamilton House
Mountain Road
Leicester
LE4 9HQ
United Kingdom
Telephone: +44 (0)116 274 4714 Mon - Fri, 8:30am - 5:00pm
Email: export@specialistcrafts.com

Customer Services

At Specialist Crafts we have a team of trained customer services specialists and technical experts who can help you with anything from advice on products, technical support, queries on deliveries etc. Simply call us on 0116 269 7711 alternatively email us at info@specialistcrafts.co.uk

Payment

To order online you must create an account. Then, payment can be made in two ways:

Option 1 Credit card payment is simple. By completing your details on the checkout pages goods will be forwarded directly to your delivery address.

Option 2 Pay by purchase order. Add your P/O number at the checkout and we will despatch the goods to you.

We simply verify your details and address for your establishment, then email your account number for future reference. An invoice will be mailed to you for settlement under our standard payment terms.

Payment Terms Payment terms are strictly 28 days from the date of the invoice. As per ‘The Late Payment of Commercial Debts (Interest) Act 1998’, all overdue accounts will be charged at a rate of 8% above the base rate from the day that the account became due for payment.

Cookies and the Ways We Use Them

In common with other websites, we use "cookies". Cookies are small text files which are sent to your computer and enable our website to recognise you. They are not computer programmes and are incapable of reading any material on your hard disk or disseminate viruses. They only contain such information as you have provided to us on the website.

You can turn cookies off or set up your computer so that it rejects cookies, (you will find instructions on how to do this at www.allaboutcookies.org) but in doing so, in common with other online shopping facilities, you will be unable to use the shopping facility on this site.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We use this information for statistical analysis purposes and then the data is removed from the system. We use Post-Click Tracking tags to track customer activity following a marketing email linking to specialistcrafts.co.uk.

The cookies will allow us to send targeted and relevant marketing emails to those customers opted in. The data collected will only contain email address, transaction quantity and transaction amount. Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not.

A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. Please note: We do not use cookies to store any of your personal or financial information on your computer.

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