How long will it take for my purchase to arrive?

As far as possible, sellers will dispatch products the next day. In some cases, it may take a little longer, up to 5 days. As most forms of dispatch use delivery methods that will arrive the next day, the longest you should have to wait is 1 week. If, for any reason it will be longer that this, it will be clearly indicated on your ‘receipt of order’ printout or via personal contact from your seller.

How will I know where my purchase is in the dispatch process?

As soon as your order is dispatched, you will receive an e-mail from your seller informing you that the product has been dispatched and giving you the post office or courier service tracking code, so that you can track the progress of your purchase.

What do I do when my goods have arrived?

We would encourage all buyers to give feedback to their sellers about the service they have received. A feedback system will be available shortly for buyers to provide feedback on their purchases.

What do I do if my goods have not arrived?

If you have a tracking code, contact the carrier direct, or via their web site, to locate your purchase. If you do not have a tracking code, contact your seller via their ‘Send an enquiry to this studio’ link on the ‘Buy’ page.

What do I do if the goods are damaged or I am not happy with them when they arrive?

Clearly, handcrafted goods are individual and may contain natural irregularities and imperfections. Buyers are encouraged to ensure the product they are buying matches their expectations before purchase by using the ‘Send an enquiry to this studio’ link on the ‘Buy’ page if necessary. However, if you feel that the product you have received is substantially different to what you were expecting, because it varies markedly from it’s description or photo, or has been damaged in transit, you should contact your seller direct within 5 working days via their ‘Send an enquiry to this studio’ link on the ‘Buy’ page. Explain the nature of the problem and see if it can be resolved. Buyers must not damage, destroy or dispose of any product, even if it is faulty, before arrangements have been discussed with the Seller.

If the product needs to be returned to the seller, the same packaging and method of carriage should be used as when it was dispatched which must include proof of postage/dispatch, so that it reaches the seller in the same condition as it was received. The seller will notify TCC Ltd to refund the purchase price and postage to the Buyer if the items prove faulty or not in accordance with the advertised description. Otherwise, only the cost of the items will be refunded and the Buyer bears the cost of the return postage.

Remember, under the ‘Terms & Conditions’, certain products are excluded from return and refund:

• Earrings
• Oral or body studs
• Underwear
• Cosmetics
• Personalised and specially commissioned items
  

What do I do if I am still not happy with the service I have received?

In the rare case of an irreconcilable disagreement between the buyer and the seller, please contact The Craft Convention direct. Please be prepared to supply copies of all e-mails and correspondence so that The Craft Convention can arbitrate in such circumstances.