FAQ

If you have a query, our FAQ page below has the answers to many common questions relating to orders and products. We are adding to this page all of the time. If you still can't find the answer to your question, please email us with full details of your query and we'll be happy to help.

Placing an Order

- I can't log in to my account.

- I am having problems with my basket. What should I do?

- Why have the items disappeared from my basket?

- My discount code isn't working.

Payment Options & VAT

- How do I pay for my order?

- Can I pay 'on account' for my school or charity?

- Do prices include VAT?

- How do I reclaim VAT I should not be paying?

Delivery

- What are your delivery options?

- Do you offer guaranteed next day delivery?

- Where are my goods?

Returns

- What is your returns & refunds policy?

- How do I exchange an item?

Damages & Packing Errors

- My order is incomplete or damaged in transit - what should I do?

- An item in my order is damaged. What should I do?

Contact Us

- How can I contact "the littlecraftybugs company"?

- What is your telephone number?

Trade & Bulk Enquiries

- Do you sell to trade?

- Will you discount for volume or bulk purchases?

Miscellaneous

- Can you send me a catalogue?

- Can you send me samples?

- Will you donate to my good cause/school/charity event?

Placing an Order

I can't log in to my account.

If you have set up a new account and have forgotten your password you can request this from the log in screen.  If you do not receive an email into your inbox within a couple of minutes then the email address you have used has not been recognised and you will need to set up a new account, sorry.

I am having problems with my basket, what can I do?

We apologise for any problems you are having with our website.

Our website uses cookies, caches and popups to provide a complete shopping experience, specifically a shopping cart. This is normal practice for sites of this nature.  On rare occasions this does cause a problem, especially if the settings on your computer disable this functionality. Please reset your cookie functionality and try again. Alternatively, please contact us for further assistance.

Why have the items disappeared from my basket?

This may be because you were logged in when you added the items to your basket and you are now logged out.  If you log in again you will find the items will reappear.

Alternatively, this may be because the cookies on your computer have either been set with a very short timeframe and the items in the "memory" are now deleted, or other settings within your computers cookies have “timed you out".  You will need to add the items again.  To save them for future completion, you can either set up or log into your account.  They will then be there next time you log in.

My discount code is not working?       

Please ensure that the discount code you are using is valid and in date. Please note we do not advertise discount codes on voucher code websites, any that may appear on such sites are not genuine. Discount codes should be used at time of checkout and will not be honoured retrospectively.

Payment Options & VAT

How can I pay for my order?

Please take a look at our payment options page for details.

Can I pay 'on account' for my school, charity or other organisation?

If you wish to place an order on behalf of a school, charity or other organisation and pay "on account", you will find full details here.

Do prices include VAT?

All prices are inclusive of VAT, where applicable, at the current standard rate.

VAT does not apply to items such as books, hats and aprons.

Our VAT number is 917 5478 92.

How do I reclaim VAT I should not be paying?

On overseas orders, where VAT is applicable, you will pay the VAT in the normal way and reclaim this if eligible, as part of your own VAT return.  We do not supply goods without charging VAT.

On overseas orders, to locations where VAT is not applicable, please proceed as normal, including VAT.  IMMEDIATELY after you have completed your order, please email us with your order number and we will immediately refund the VAT using the same payment method.  However, after the goods have been mailed we will be unable to refund the VAT.  Therefore, it is essential that you contact us with your order number as soon as you have paid. 

Delivery

What are your delivery options?

Full details are available on our delivery pages here.

Do you offer guaranteed Next Day Delivery?

You will need to order before 12 NOON and select ‘SPECIAL DELIVERY’* on normal working days Monday to Friday for your order to be sent the same working day. Applies to UK Mainland only.   

*Special Delivery (Next Day Delivery before 1pm, trackable and requires signature)

Orders completed before 12 NOON on normal working days, Monday to Friday are sent the same working day and will arrive with you before 13:00hrs the following working day.

Orders completed AFTER 12 NOON Monday to Friday, on a weekend and on public holidays will be mailed the FOLLOWING working day and be delivered the next working day before 13:00hrs.

If you need a guaranteed SATURDAY delivery you will need to complete your order before 12 NOON on Friday, choose the ‘Saturday Special Delivery’ delivery option at checkout to ensure delivery before 13:00hrs on Saturday.

Please ensure you give a full delivery address and ensure someone will be available at the address to provide a signature.

All orders without "special delivery" are mailed the following working day.

Where are my goods?

Please note, all orders made after 8am are mailed the FOLLOWING working day, with the exception of "Special Delivery" options.  Royal Mail 24/First Class IS NOT a guaranteed, trackable next day service.

Working days are Monday to Friday and excluding all UK public holidays.

You should receive an email advising when your order has been dispatched from our warehouse and delivery should be within the expected timeframe for the service chosen at checkout. However, please bear in mind the anticipated delivery standards of both Royal Mail and DPD can vary due to seasonal increases or periods of bad weather.

Once you have created an account and purchased through this account, you will be able to log in and establish the current status of your order.

There are other reasons why your order may not have been delivered when expected, please check the following:

  • Did you give us the full and correct postal address, including postcode? We find increasingly that ‘auto fill’ functions are causing issues with addresses. Please let us know if this is the case.
  • Has Royal Mail left you a red card advising that a parcel has been ‘left with a neighbour’, in a safe place or returned to the sorting office? If so, please refer to the instructions on the card. Please also check areas such as wheelie bins, outbuildings and other areas where parcels may have been hidden. Uncollected or undeliverable post is generally returned to us 18 days after delivery is attempted.
  • Royal Mail do not always leave a ‘missed delivery’ card so if you are expecting a delivery it is always worth checking with your local sorting office to see if they have your parcel awaiting collection. You will need some ID and/or proof of your address. Please refer to Royal Mail website for further information. 

Returns

What is your returns and refund policy?

If you find the items you ordered are unsuitable, please email us within 14 days of receiving the goods, advising that you wish to cancel the order and return them for a refund. The goods must be returned unused and in the original undamaged packaging within 28 days of receipt, to qualify for a refund.  Please include details of your order number, name and reason for returning the goods on all occasions in order to expedite the refund process.

Bespoke, personalised or custom made items are not eligible for refund, unless faulty.

Postage costs for the return of these items will NOT be refunded.  Please bear in mind the Royal Mail costs when deciding whether to return this, they can often be exorbitant for heavier and bulky items.  Please ensure that you obtain a certificate of posting from the Post Office, which is provided free of charge.

Refunds are normally processed within seven days of receipt of goods being received in a resellable condition.

The statements above apply in addition to any other statutory rights.

How do I exchange an item?

Please return any unwanted items to us for a refund, following our returns and refunds process.

For replacement items you will need to place a new order through our site in the normal way.

Damages & Packing Errors

My order is incomplete or damaged in transit - what should I do?

In the unlikely event that this happens, please contact us as soon as possible with full details of your order number, details of the missing item and if possible, photos of any damaged items/packaging. In the case of missing items we may ask for further information from the original invoice for verification purposes.

An item in my order is damaged. What should I do?

We take great care to package goods so that they get to you in a perfect condition. However, despite our best packing efforts, on rare occasions items are damaged in transit.  If this happens, please email us with your order number, details of the damaged item and if possible, photographs of the damage.

Contact Us

How can I contact "that's crackers!"?

We do not operate a telephone customer service system and conduct ALL of our customer contact via email only. You can email us giving full details of your enquiry, including any order number or item numbers.  This enables us to direct your query to the appropriate team member, who will be able to respond without having to come back to you further details.

What is your telephone number?

We are a family run business who have been in operation for over 15 years now and we do not operate a telesales or telephone based helpline.  We believe that we can offer the best level of service to all customers by operating a fast turnaround email enquiry service, and find this is a largely successful communication method for all concerned. Please email us with full details of your enquiry, including any relevant order numbers and product numbers, so that we can come back to you with a speedy and meaningful response.

Trade & Bulk Enquiries

Do you sell to trade?

Please note we are a retailer, not a wholesaler.

If you do contact us with a bulk purchase enquiry, please include details and codes of items you are interested in, the quantity you require and your deadline for delivery.  We will then be able to give you a full, meaningful response.

Will you discount for volume or bulk purchases?

We sell a massive range of products available in a variety of pack sizes, and will always consider volume discounts.

If you do contact us with a bulk purchase enquiry, please include details and codes of items you are interested in, the quantity you require and your deadline for delivery.  We will then be able to give you a meaningful response.

Miscellaneous

Can you send me a catalogue?

We are often asked if we supply paper catalogues, however as we have a huge collection of different product lines that change and grow, it just isn’t a feasible or cost effective option. We pride ourselves on sourcing new and inspiring lines and these are always being added to our website to keep our stock fresh and interesting.

We hope that you will find everything you are looking for on our website.  If you need any guidance, please just let us know.

Can you send me samples?

As a retailer we can no longer send free samples of products due to the high costs involved with administration and postage. With over 10,000 products lines this has become an extremely expensive business cost for us, which we can’t support.

What we normally suggest is that you purchase a sample pack of any of the items you require through our website.  If these are unsuitable you will be able to return them for a refund against the cost of the goods, subject to them being in a saleable and complete condition.

We hope you will appreciate the reason for this and that we are not trying to be unhelpful or difficult.

Will you donate to my good cause/charity/school event?

Like many businesses, we receive dozens of requests every day for donations of craft supplies, party supplies, prizes and money for various fund raising events.  As a result, we are unable to respond to these individually.

As we are unable to support all requests, and rather than choose, Crafty Capers Ltd (t/a that's crackers!) has made a business decision to support charities and causes close to our base in Dorset. This has included craft donations to "Diverse Abilities Plus", a Dorset based charity supporting children and adults with special requirements, local infant’s schools and residential care homes.

In addition, we make annual donations to a limited number of other charities suggested by our team members, which have included The Alzheimer’s Society, The RNLI and we also take part in charity Christmas Jumper days in aid of Save the Children.

We hope you will understand our position and we wish you the best of luck with your charitable events and activities.