Frequently asked questions

Payment

What payment methods do you accept?

The following payment options are available:

GPay, Shop Pay (from Shopify) and PayPal.

Via these options you will be able to pay using PayPal, MasterCard, Visa debit and credit card.

If you choose local collection, you can also pay cash on collection.

Ordering and delivery

I live locally. How do I order and arrange to collect?

Live local to Horley, Surrey? Excellent! Just order online or phone up to place your order. Specify local collection at checkout. You can either pay when you collect (including cash) or pay on the website. We will notify you when your order is ready (usually within 24-hours). Then simply arrange a convenient time to collect.

 

Can I make an order over the phone?

Absolutely. I know that some people don't like (or indeed don't have access to) computers. Therefore, if you would prefer to place an order by emailing me or by telephone, that's okay.
I can then take payment over the phone or email you an invoice. If you are local, you can pay by cash on collection also.
Search how to contact me here.

Can I make a change to my order?

Unfortunately, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product, please place a new order online. Then if you send an email to us at maria@craftygirlmaria.co.uk and notify us that there is more than one order, if we are able to send them together we will combine both orders (including combining any fabric orders so you get it in one continuous piece). We will also refund any postage discount. 

How do I cancel my order?

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via maria@craftygirlmaria.co.uk, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

What are the postage options?

We use the Royal Mail 48 and 24 hour service. Royal Mail 48 is used for standard delivery and Royal Mail 24 for express delivery. It is not a trackable service, though there is a tracking number which allows me to confirm delivery.

The standard overseas service is Royal Mail untracked standard. You can also upgrade to fully tracked overseas. If you would like your order expedited, please contact us for a quote.

When will I get my order?

Standard delivery within the UK: 2 to 3 working days*
Express delivery within the UK: 1 to 2 working days*.
Standard delivery to Europe: 3 to 5 working days*.
Standard international delivery to the rest of the world: 5 to 7 working days*
(*Excludes bank holidays and weekends).

How quickly do you dispatch?

Dispatch time is 1 to 2 working days (i.e. Monday to Friday). If you choose first class delivery, your item will be dispatched within one working day, however if you're in a particular rush, please let me know when you order and I will do my best to dispatch ASAP. 

My parcel hasn't arrived. What do I do?

I'm afraid we cannot tell you anything further than any information available to yourself. If you have upgraded to fully trackable, you will have all the tracking information you need to track your parcel. If you haven't, we cannot track your parcel either.

Therefore we would suggest that you contact us to let us know you haven't received your parcel if you haven't received it after 10 working days (or after 25 working days if you are overseas).

The Royal Mail requests us to give this amount of time for the package to arrive before we can claim for it being lost. Once this time has passed, we can either send another package or refund you.

How much is shipping?

Delivery charges depend on the total order value and what you have ordered, as well as the country where it’s being delivered.

Please refer to the shipping policy page to check the postage fees for different destination countries. If your order value is more than £30, we provide free shipping within the UK.

Can I track my order?

Yes and no. 

If you order within the UK, you will get a tracking number sent to you when your order is dispatched. This is not a fully trackable service however, so it just tracks the package as delivered once it has been delivered and you cannot therefore find out where your parcel is on its way to you. We do not have any further details available to us about the whereabouts of your parcel.

If you have an overseas order, unless you have upgraded to fully tracked there is no tracking for your order and therefore we cannot track your parcel. If you upgraded to fully tracked you will receive a tracking number when your parcel is dispatched.

Returns and refunds

How do I return an item?

We have a no quibble return guarantee:

If you are not satisfied for ANY reason you can send it back for a full refund within 30 days of receipt.

Please contact us via maria@craftygirlmaria.co.uk if you would like to return your item.

If the return is as a result of our error or defective product, we will send you a free return label. If the return is due to any other reason, you will need to cover the cost of return.  

Send the item(s) back to us, keeping your proof of postage in case it goes missing. Items must be unused and in resalable condition. Upon receipt, we will process your refund to the original method of payment within 36 hours.

I have changed my mind. Can I get a refund?

Yes. We have a no quibble return guarantee:

If you have changed your mind for ANY reason you can send your order back for a full refund within 30 days of receipt.

Please contact us via maria@craftygirlmaria.co.uk if you would like to return your item. Send the item(s) back to us at the following address:
Crafty Girl Maria
7 Victoria Rd, Horley, Surrey RH6 9BN.

Keep your proof of postage in case it goes missing. Items must be unused and in resalable condition. Upon receipt, we will process your refund to the original method of payment within 36 hours.  We will not be able to refund the initial postage charge.

Miscellaneous

Do you sell gift vouchers?

Yes, we do. These are issued electronically by email and each contains a unique reference number. Our gift vouchers are ideal if you’re not sure what to get that special person in your life. Simply buy a gift voucher instead.

 

Do you do wholesale or bulk orders?

If you want to order in bulk I may well be able to give you a discount, so please do contact me to see what discount I can offer you.

I can't find what I'm looking for. Can you help?

If you can’t find what you are looking for, please contact me to see if I can get it in for you as I have over a dozen suppliers, including Groves and Banks, the main Haberdashers suppliers.

Have you got a shop I can visit?

Unfortunately, we are not open to the public as we are an online only shop. However, if you do live locally and would like to have a look at a specific product before you decide whether to purchase, you are welcome to contact us to arrange a time to come and take a look.

Do you do samples?

Absolutely. Anything that we sell by the metre (fabric, interfacing, webbings, bias binding and so on) can be purchased as a sample.
Order your sample(s) here and then when you go to your cart, you will see a little box below your item(s) where you can leave a message with your order. Please specify in this message box what you would like a sample of.

Do you do gift wrap?

Yes, absolutely. Order your gift wrap with your order here. Then when you go to cart, you can enter a gift message.