Frequently asked questions

I’ve forgotten my login name and/or password. Can you help?

If you try to login with an inaccurate username or password you will be asked to give your registration email and you will subsequently have your login details sent to this email address.

I tried adding a product to my basket but it is still empty -

In order to use the shopping basket you must make sure that your browser has cookies enabled. Go to you internet options settings in your browser enable cookies and try again.

I have tried to order but items keep jumping out of my basket -

Please register before ordering, this will ensure that your products stay firmly put!

How can I pay?

I will accept all major credit cards/debit cards through our secure payment pages. Cheques (payable to JKcraftybugs) can be sent to the address on the contact page. Please allow 7 days for cheques to clear.

What credit cards do you accept for payment?

I accept Visa, Visa Electron, MasterCard, Switch/Maestro and Solo. Through the secure payment pages

When will payment be taken from my account?

When you reach the final billing page and press 'Submit Your Order' I will immediately contact your bank/card issuer for authorization to take payment from your account.

If the payment is authorized, you will receive an e-mail within a few minutes.



Can I change my order?

If your order status is 'Awaiting Dispatch' then it may be possible to amend it.

Please note that I can only: Change colour options, Cancel items from your order or cancel your entire order, Change delivery details.

Can I pick up my order from your head office?

Unfortunately it is not possible to pick up orders from my head office.

Do you deliver to my country?

I currently only deliver to the following areas:

UK Mainland addresses. Northern Ireland (BT), Isle of Man (IM), Scottish Highlands and Orkney Isles (PA, ML, EH, KA, G, KY, PH, DD, AB, IV, KW), Outer Hebrides and the Shetland Isles (HS, ZE)

Can I order over the telephone?

I do not currently provide customer telephone ordering due to the high administrative costs. jkcraftybugs.co.uk is an on-line only retailer so please check my website for up-to-date products & pricing information if you need to speak to me then please send an email to jkcraftybugs@blueyonder.co.uk with your contact number, and I will get back to you as soon has possible.

What are your postage costs?

Postage is calculated on each order based on what you have ordered and weight. The total cost of postage will be displayed in the checkout before you pay on-line. You can choose what postage method you would like to receive, either next working day or 2-3 working days.

Who do you use for delivery?

Royal Mail, Initial City Link and other nominated courier services

What are your delivery times?

If the item is in stock then my aim is to dispatch all orders in 24 hours (Mon to Fri). Please allow up to a week in busy times such as Christmas.

If the item is out of stock then you would have to allow up to 28 days for delivery.

Merchandise is sent either Royal Mail 1st class, Special Deliver, Recorded or by DHL depending on the size and value of the goods.

Direct delivery items (items supplied direct from manufacturer) may take up to 3 weeks.

I will not be in when my item is delivered, what do I do?

The carrier will leave you a card informing you that delivery has been attempted. On this card will be instructions on how to obtain your parcel.

Can I return an item?

If you are requesting an exchange a £3.00 fee will be required for P&P.

Items may be returned within 14 days for a full refund as long as the item is unopened and unused.

I would like to remind you: Please use a secure delivery method which requires a signature upon receipt (such as via Royal Mail First Class Recorded Delivery). We will not be liable for any returns that are lost in the post. Send all returns to:



JKcraftybugs (Returns)

70 Church Drive

Quedgeley

Gloucester

Gloucestershire

GL2 4UW



your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm

Can you confirm that you have received my return?

I will confirm when I have received your returns this will be done by e-mail. I do recommend though, that you send your returns by a secure postage method, such as recorded delivery. This way you will be able to trace your delivery through the carrier that you used.



Order cancellations and changes -

Please notify me within 12 hours if you wish to cancel your order.

If I have not dispatched your order you can change colour where available within 12 hours.  Please send me an email confirming your change of colour.

If you purchase an item that is the wrong colour I will exchange it for another colour (or a refund if no appropriate colour is available/exists excluding any postage and packing costs) but will ask for additional postage costs at the same rate as your original order.

Please e-mail or call me to arrange a replacement or a refund.

The item(s) should be returned to me at:



JKcraftybugs 70 Church Drive Quedgeley, Gloucester, and Gloucestershire, GL2 4UW

Non-deliverable, refused and unclaimed orders -

If an order is returned, refused or unclaimed by the customer due to customer refusal, customer negligence/absence, or customer providing incorrect shipping information, I will attempt contact via phone and In order for us to resend the item we will recharge the postage costs for your item.

 I sent an email to you and I have not had a response -

It is my aim to respond to all customer enquiries within one working day. Sometimes my responses are rejected by your email provider for what could be a number of reasons (they are viewed as junk mail, your mailbox is full etc) If you do not get a response then please phone me and if I am unable to take your call I will get back to you.



I have received the wrong item -

If the item you received is not what you originally ordered, please contact jkcraftybugs@blueyonder.co.uk quoting your order number, your name and address and details to report the problem.  I will contact you to correct this matter within 1 to 2 working days and dispatch your correct order immediately.

What if my item is faulty?

If your item is faulty please return it to the address on the contact page. I will send you a replacement straight away.

Do you offer exchanges or refunds?

Items are exchangeable for alternative within 7 days of receipt and must be returned in an unused condition and in their original packaging. However I will have to recharge the postage cost of the alternative product.

Returned goods should be returned by recorded or registered post addressed to my current trading address as shown on this site, as I cannot be held responsible for losses on the postal system.

If your item is faulty, you will be offered a full refund. If you are unhappy with the product/ I can either offer you a full value exchange or a refund. Please note that postage costs are not refundable.