Terms & Conditions
Our terms and conditions include the details shown below and the information on the links shown under “payment methods”, “delivery options”, “returns” and “privacy & security”. Please read these terms and conditions carefully before completing your order.
Terms & Conditions
- WE/the company means That's Crackers Ltd trading as that's crackers!
- The purchaser means any person, firm, company or organisation who trades with the company.
- Goods/items mean the article(s) which the purchaser buys or agrees to buy from the Company
- Working day means a day which is not a Saturday, Sunday or Bank/Public Holiday in England.
How to Shop
ALL orders should be completed via our website using our secure checkout and payment process.
We do not have retail premises to accommodate personal callers.
If you complete your order and then require additional items to be added, please email us and we shall endeavour to sort this for you, as long as the order has not already been despatched. Additional postage charges may be incurred as a result.
Alternatively, please complete a second order and then email us - we will then refund any overpaid postage if the first order has not yet been despatched and we can combine both orders.
Completion of a Contract
Upon placing your order on our website, a binding contract will exist as soon as an accepted payment method is received by us and the sale completed. You will have been required to input data in order to complete our simple checkout process. You will receive an order acknowledgement email to confirm receipt of your order.
Where goods are to be released, pending receipt of a payment, the contract will come into effect at the time the goods are released.
In circumstances where crafts are packed to a specific order, the contract will come into effect at the time the buyer instructs That's Crackers Ltd to proceed, irrespective of whether any payment has been made.
Cancelling an Order
Prepaid orders can only be cancelled prior to despatch. Please email us to cancel your order as soon as possible. We will confirm receipt and cancellation by email. Once an order has been sent you will have to take delivery of such and return as per our returns policy.
Orders for crafts made to a customer's own specifications or ordered specifically for you cannot be cancelled after a contract is deemed to have come into effect. This is at the time we have both agreed by email to the order.
We must be notified IMMEDIATELY upon parcel receipt of any short deliveries, faults or breakages and within 10 days of the parcel being mailed.
We will ask for ALL faulty goods to be returned for inspection.
We offer a selection of different delivery options, as shown below.
There are occasions when you will be unable to select one or more of these options, this is most likely to be when you have heavy or large items in your basket and a specific service is offered instead. This will all be very clear during checkout.
You will receive a despatch notification email when your order is ready to be shipped.
With the exception of the "Special Delivery" options below, all orders are mailed the FOLLOWING working day.
Therefore, if you order before 08:00hrs on Monday, this will leave our warehouse on Monday. Any orders received after 08:00hrs on Monday will be mailed on Tuesday. This follows throughout the week. Working days are Monday to Friday only and exclude all weekends and UK public holidays.
Standard UK Delivery
If you choose our standard delivery option this will be mailed within the UK using either Royal Mail 48 (Second Class post) or DPD courier the next working day. The provider is chosen by us depending on the weight and size of items within your basket. Royal Mail aims to delivery within 2- 3 days after despatch.
The charges made for this service are as follows:
- Under £30 - £2.95
- £30 to £49.99 - £3.95
- £50 to £99.99 - £4.95
- £100 plus - FREE
Just spend £100 or more and you will get your delivery for FREE. A great opportunity to save money!
Royal Mail 24
Royal Mail 24 (First Class) aims to deliver the next working day after despatch, although we find that this is generally one to two days from the date of despatch (see above).
The cost for this is the standard delivery rate plus £1.
Royal Mail 24 (With Signature)
This uses Royal Mail 24 and will require a signature on delivery. This is NOT a trackable service, it is recorded when it leaves us and when it arrives with you only. This uses Royal Mail Signed For and was previously called "recorded delivery". Expected delivery time is next working day after despatch.
The cost for this is the standard delivery rate plus £2.
Special Delivery Next Day by 1PM
The following all refer to "working days", which are Monday to Friday and exclude all UK public holidays.
Any order placed BEFORE noon on any working day, will be mailed the same day when you choose this service. Any orders AFTER noon will be mailed the next working day (see despatch times above).
The parcel will be delivered to you before 1PM the following working day and will require a signature upon delivery. Geographical restrictions do apply.
The cost for this service is based on the weight of the items in your shopping basket, you will be able to review this in the shopping basket screens.
Some items are too heavy or bulky to be sent via this service and we reserve the right to send via a next day courier service instead.
Special Delivery Saturday by 1PM
This uses the same delivery standards as the option above but allows you to choose a Saturday delivery if you order on a Thursday AFTER 12 noon or Friday BEFORE 12 noon. Geographical restrictions apply.
The cost for this is based on the weight of the items in your shopping basket, you will be able to review this in the shopping basket screens.
Some items are too heavy or bulky to be sent via this service and we reserve the right to send via a next day courier service.
We mail orders to addresses outside of the UK using either Royal Mail Airmail or DPD by road.
Where Royal Mail is used, they state they aim to deliver your mail within the following time frames:
- Europe within 3 - 5 working days of despatch.
- Major cities worldwide within 6 -7 working days of despatch.
DPD courier post is sent by land/sea and takes 4-5 days on average from the date of despatch, depending on destination country. Please bear in mind that these are average delivery times.
The cost of these services is based on the weight and dimensions of the items in your basket. So an order of paint, clay or an oversize item will cost a more for delivery than an order of feathers or pom poms. The costs are calculated for you in the shopping basket screen. Some items are not available for delivery overseas due to size and weight restrictions, whereas some items incur extra handling charges.
Please choose the "Standard UK Delivery" option and ensure that you include your BFPO details within the address.
We do not know whether you are based in an operational or non-operational zone. If in an "operational" zone, please bear in mind the size limitations on deliveries to these locations and also that we cannot send anything with blades, gunpowder (snaps, party poppers and cracker kits with snaps). Any deliveries to operational zones that do not comply with the restrictions risk confiscation by the relevant bodies or return to us. Please ensure that you are familiar with the requirements of the BFPO system before ordering as we will not check the parcel and this is sent on your instruction with any losses or confiscations being burdened by you.
Heavy & Large Goods
Due to their size and weight, some of our products are not available to customers outside of the UK Mainland or to overseas destinations as they exceed Royal Mail/courier maximum dimensions.
Product descriptions will advise when items are not available to these areas which includes Scottish Highlands and Islands, UK Islands and Northern Ireland as well as all overseas destinations.
Busy Periods & Weather Issues
Certain times of the year cause increased pressure on postal delivery service providers. We find this most often in the 3 months prior to Christmas and during severe weather conditions.
Please bear this in mind when choosing your postal options and select the service according to how quickly you require your products, based on expected delivery times.
The payment options you will be offered at checkout are shown below. All orders must be completed online as we do not operate a telephone sales or postal ordering service.
All prices stated include VAT and are sold in £sterling, payments need to be made in the same way.
We accept all major credit and debit cards (except Amex). Payments are processed by the secure systems provided by Sage Pay and they are fully integrated within our checkout processes.
We do not accept Amex cards.
If you have a Paypal account you will be able to use this secure payment process during checkout.
We do not accept Paypal Credit.
Cheque or Postal Order
Unfortunately we are no longer able to accept cheque or postal order payments.
Payment on Account (Purchase Order)
If you are looking to buy on behalf of a large institution such as a school, charity or government body we are prepared to release goods with the payment being made on account where you have a purchase order (PO).
In these situations only, you can process your order online and choose the "pay on account" option. After completing the checkout process, you will then need to email us using an email address for the organisation concerned, and include the PO number and your authority for us to release this on account. As soon as we have this confirmation we will release your order for despatch and allocate the stock to your order.
All invoices MUST be paid within 30 days of the order being placed. Payment can be by BACS or cheque.
Alternatively you can mail or email your PO to us. You will need to include the information shown above to enable us to process this. Please note that when mailing or emailing a PO that stock is not reserved against the order until we have processed this for you.
Please note that we will only be able to mail your first order, paid by PO, to a business address that we are able to confirm is valid and connected to your business. If your order is being placed on behalf of a charity, then this will be sent to the registered address on either the charity commission or OSCR websites.
It will be to your advantage to register during checkout as we will then be able to see that you have ordered previously when you shop with us again, you will also be able to track your orders.
If you wish to pay on account and fall within the organisations that we can offer this for but do not use purchase orders, please follow the procedure above, just omitting the PO number - we will use your details as a reference.
Unfortunately we are no longer able to accept BACS payments other than for payments on account.
Returns & Exchanges
If goods proved to be unsuitable you must email us within 14 days of order stating that you are going to return them. You must then return the item/s unused, in the original undamaged packaging within 28 days of receiving them in order for us to issue a refund. Please ensure you include your name and original order number with your returns.
Postage costs for the return of unwanted items will not be refunded.
Where goods are returned, please ensure you obtain a certificate of posting from the Post Office, which is provided free of charge.
Refunds are processed within 14 days of receipt of goods.
The statements above apply in addition to any other statutory rights.
Goods made to a customer's own specifications or ordered specifically for you cannot be returned, unless faulty.
Where an exchange is required, you will need to make a new order for the required goods, including postage. Then return the unwanted goods, as above for a refund.
The new order will be despatched in accordance with our normal despatch times.
Your refund will then be completed upon receipt of the unwanted goods - see above.
Discount & Voucher Codes
That's Crackers Ltd does NOT participate in any discount code or voucher code schemes offered by discount websites. Our best price is always offered on our website. Should any discount code be offered by the Company, the discount code should be quoted at checkout and cannot be applied to orders retrospectively.
Bulk & Multiple Purchases
We ensure that our prices are kept at a minimum level for all customers irrespective of order size. Therefore, we do not normally offer reduced prices on multiple purchases.
Please be aware that many of our own bespoke children's craft kits are offered in group packs for up to 100 kids. Our kits should not be resold, except for fund raising purposes.
However, if you would like to make bulk purchases, where you consider lower prices may be appropriate, please feel free to contact us.
Please note, we are retailers not wholesalers and do not sell to the retail trade.
Prices & VAT
As part of our commitment to always offer highest quality items at the best price, we continually review our prices and alter them accordingly. Any price changes will not affect any orders already being processed. All prices and transactions are in £sterling.
We are VAT registered, our VAT number is 917 5478 92. A VAT invoice is automatically provided to all customers, you do not need to request this.
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, we are unable to refund VAT after the goods have been mailed. Therefore, it is essential that you contact us with your order number as soon as you have paid.
Parcel Not Received
Claims for loss in transit will not be considered until 10 working days has elapsed from the date delivery was due. This is in line with current Royal Mail guidelines.
Royal Mail will usually leave a red “Something for you..” calling card if they leave a parcel with a neighbour/in a safe place or returned it to the sorting office for collection. It is your responsibility to arrange collection/redelivery and we always ask you to check with your usual/local sorting office before the waiting time has elapsed as it may be that a card has not been left or has been caught up in junk mail etc delivered at the same time.
Claims for loss in transit will not be considered until 20 working days after the due delivery date for items going to Europe and after 25 working days for the Rest of the World.
Please bear in mind that some mail being sent outside Europe may be subject to customs checks and suffer from the resultant minor delays.
Refunds are issued as soon as Royal Mail have completed their enquiries, Royal Mail may contact you to assist with this.
The refund will include the cost of the items purchased. Royal Mail does not refund overseas postage costs on failed deliveries in view of the dependency on other mail organisations around the world.
We must be notified within 10 calendar days of placing your order if goods are not received. Whilst we are always happy to answer queries on despatch details prior to this time, we will be unable to meet any claims for non-receipt of goods until after this time has elapsed.
Health & Safety
All of our items are unsuitable for children under three years of age, and where appropriate will carry the CE safety markings for toy safety.
Please exercise extra care with plastic bags, adhesives, scissors and other items we sell as they can expose the crafters, and those younger than them, to risk of harm if misused.
Certain party goods, including balloons, blowers and party bags also require supervision with young children under age 8, as they may cause suffocation or choking.
As noted on all our cracker related kits, cracker snaps ARE NOT a children’s toy or novelty – they should be snapped only when inside the cracker, at arms’ length, away from ears and eyes and kept away from children when not in use. When in use children should be closely supervised.
Please ensure that the appropriate supervision given and safety warnings are noted accordingly.
All items we sell are NOT suitable for children under three years of age due to small parts.
Based on our extensive experience, we do not recommend ages for our own kits. We have found that suitability differs widely, dependant on the ability and patience of the crafters, not necessarily their age.
Therefore, please consider the age and ability of the intended crafters carefully before completing your purchases and be aware that some adult supervision and/or assistance is recommended.
The following names, trading styles and logos are all trademarks of That's Crackers Ltd.
- 'that's crackers!' and 'thatscrackers.co.uk'
All associated artwork is copyright of That's Crackers Ltd or suppliers to That's Crackers Ltd.
It is PROHIBITED for any images to be downloaded from this site and reused in any other medium, without express written agreement having been secured first from That's Crackers Ltd or the copyright owner.
All original crafts, pictures, descriptions and instructions are the copyright of That's Crackers Ltd.
Evidence to support copyright and dates of first use by That's Crackers Ltd are retained by a specialist company. Evidence can be provided upon request, with a justified and valid reason.
We would ask that you do not replicate our bespoke crackers. We respect the creativity and copyrights of individuals and companies alike and we will continue to protect our own, taking any necessary action to do so.
Each year we receive many requests for donations of money or goods from charities and charitable causes. Regrettably we are unable to help everyone who asks, therefore we have committed to donate to charities chosen by our Team, and to donate craft goods locally throughout the year. We hope you understand the reasons for this decision.
Caring for the Environment
One of the fundamentals of our business is that we do not provide our bespoke and hand packed kits in expensive throw away packaging - just enough packaging to get the items to you in a perfect condition.
Wherever possible we choose environmentally friendly, UK sourced and recycled materials for our kits, craft essentials and also for mailing/packaging materials.
You will find that we reuse cardboard boxes and packaging, which we may have received goods in. This is partly due to economics, partly to reduce waste and the need to recycle or add to landfill. Why waste a good box!
We recycle all materials possible, including packaging materials, waste paper and card, cartridges and other business waste, and are always looking at ways to reduce our impact on the environment.
Please contact us using the details on our contact us page. You will receive an automated acknowledgement email when we receive your contact, and we then aim to provide a meaningful contact as soon as the appropriate team member is available during normal office hours.
Our postal address is:
That's Crackers Ltd, The Cracker Rooms, 15 Fleets Lane Industrial Estate, Willis Way, Poole BH15 3SU
We do not operate a telephone sales or enquiry line.