Floral Hedgehog | Counted Cross Stitch | Boxed Kit

Royal Mail's last recommended posting date for arrival before Christmas was Friday 20th December.

All orders placed before 11am on Tuesday 24th December have been despatched and are on their way to you, by your chosen delivery method. You are able to track your order using the link in your despatch confirmation email.

Our offices and warehouse are now closed until Monday 30th December.

Any orders placed after 11am on Tuesday 24th December will now be despatched when we reopen on Monday 30th December.

Please see below for despatch times and full details of our various postage options.

Thank you for supporting us this festive season and we wish you a very Happy Christmas!

Despatch Times

Every working day we mail orders that were placed the previous working day (or over a weekend and/or public holiday), together with any orders placed up until 8AM that day.

Working days are Monday to Friday only and exclude all weekends and UK public holidays.

For example, an order placed at 7.30am on a Friday would be sent the same day. An order placed on Friday at 4pm would then be dispatched on Monday.

We are based in the UK and mail orders to the UK only.

Certain products cannot be sent to the “highlands and islands” of the UK.  The product details will show this, where applicable.

The UK rates below apply to all addresses with a UK postcode format, including Northern Ireland and the Channel Islands.

If you have any questions regarding our delivery options, please contact us.

Standard Delivery (UK) - expected delivery 3-4 days including 1 day despatch time

Mailed using either Royal Mail 48 or our couriers. 

The charge made for this service £4.60.

Express Delivery (UK) - expected delivery 2-3 days including 1 day despatch time

Mailed using either Royal Mail 24 or our couriers.

The charge made for this service is £5.60.

RM48 Tracked Mail (UK) - expected delivery 3-4 days including 1 day despatch time

Mailed using RM48 Tracked. Please note this is not a guaranteed day delivery service but will be trackable from when it leaves our warehouse to delivery.

The charge made for this service is £4.85.

RM24 Tracked Mail (UK) - expected delivery 2-3 days including 1 day despatch time

Mailed using RM24 Tracked. Please note this is not a guaranteed day delivery service but will be trackable from when it leaves our warehouse to delivery.

The charge made for this service is £5.85.

Next Working Day Delivery by 1PM (UK)

Order by 1PM on any working day for delivery the following working day before 1PM.

The delivery service used for this option is Royal Mail Special Delivery which is currently guaranteed by Royal Mail for delivery before 1PM.

Orders placed after 1PM on any working day will be despatched the following working day, for example an order placed after 1PM on Friday will be despatched on Monday for delivery on Tuesday.

PLEASE NOTE:

• Working days for despatch are Monday to Friday only and excludes Saturdays, Sundays and all UK public holidays.
• Personal addresses - Working days for delivery are Monday to Saturday only and excludes Sundays and all UK public holidays.
• Business addresses - Working days for delivery are Monday to Friday only and excludes Saturdays, Sundays and all UK public holidays.

Cost is based on the weight of the items in your shopping basket, you will be able to review this in the shopping basket screens. 

Collection in Person

We do not offer collections at the current time.

Busy Periods & Weather Issues

We would ask you to allow adequate delivery time when placing your order in the weeks building up to Christmas or during other problematic times for the delivery services, such as extreme weather conditions.

Payment Options

We are an online retailer and all orders must be placed from within this shop, with payment made during checkout please.

We accept the following methods of payment:

• Card payments, including Mastercard, Visa, Maestro and American Express
• Shop Pay
• Apply Pay
• Google Pay
• Paypal
• Klarna

If you have any difficulties making a payment, please let us know using our contact page and we will do our best to resolve this for you.

We do not operate a telephone sales line or postal ordering service.

All prices are sold in £sterling, payments will be collected in the same way.

All payments are processed through the secure systems provided by Shopify Payments and they are fully integrated within our checkout processes.  We do not collect or store any of this data within our own site or systems.

Customer Satisfaction

Whilst we do everything we can to deliver goods to you that are perfect and exactly what you want, we do appreciate that this may occasionally not happen, or you may change your mind.

If there is a problem, we will fix it.  If you have changed your mind, no problem…

For all enquiries regarding returns and refunds, please read the guidelines below and then email us at returns@thecrackercompany.co.uk, with as much information as possible and pictures, if relevant.  We will then get back to you within one working day.

Cancellations & Alterations Before Despatch

Our orders are all released to our warehouse for picking at 8am and 12pm (midday) each day.

If you have placed an order, where this will not have been passed to our warehouse teams, and wish to cancel or change this, please message us at returns@thecrackercompany.co.uk.  Please include your order number and your cancellation instructions or full details of what you would like us to change and we will arrange this for you.

Certain changes are not possible to complete after the order has been placed.  In these situations, we will let you know within one working day, together with the options available.

After the order has been released to our warehouse, no changes or cancellations are possible to the order, sorry.  However, please feel free to return these upon receipt.

Returns Where You Change Your Mind

If you find the items you have ordered are unsuitable, please message us at returns@thecrackercompany.co.uk, letting us know that you are returning the items for a refund. Please include your order number in your message, together with details of which items are being returned.  You do not need to wait for an acknowledgement.

A printed copy of your message should then be sent to us with the goods.  The items must be returned unused and in the original undamaged product packaging and received by us within 30 days of your receipt of the order.  Please ensure that you protect the items to avoid damage in transit.

Please return the parcel to:

The Cracker Company - Returns
Unit 12 Glenmore Business Park
Blackhill Road
Poole
Dorset
BH16 6NL

Postage costs for the return of these items are your responsibility.  We suggest that you obtain a receipt of posting, for your own protection, from the Post Office or other carrier, which is provided free of charge.

Refunds for the cost of goods will be processed within 3 to 5 days of our receipt of the goods, using the same method as the original order was paid for.

Exchanges

If you have purchased the wrong item and would like an exchange, you will need to return the goods in the normal way and a refund will be issues, as outlined above.

Please then complete a new order for the items that you require, choosing the payment method and postage option that you would like to use in checkout.

Dissatisfaction With Your Purchase

We do everything we can to ensure that you receive perfect goods and that they meet your expectations based on our images and descriptions.

However, if you have received goods that are faulty, damaged, or not what you were expecting, please message us immediately at returns@thecrackercompany.co.uk. Please let us know what the issues are, including your order number and pictures of any problems, and we will promptly investigate these for you.  We will do our best to provide you with a meaningful response within one working day.

Please retain the goods and all internal and external packaging at this stage, we will let you know what needs to happen to these and when or how they will be collected.

If you have used the goods and are now dissatisfied with them, for whatever reason, please reach out to us with full details of the issue, including your order number and pictures of the issues.  We will then investigate this for you.

If it is our fault, we will sort it!  We do everything we can to avoid mistakes and problems but, where these regrettably do occur, we will fix it for you.

Your Goods Have Not Arrived

We know that the vast majority of our parcels are delivered on time and in perfect condition.  However, we also understand, regrettably, that this will never always be the case with any delivery company.

If your parcel has not arrived, in the first instance, please check your order confirmation and the postal service that you have chosen.  You will then know whether these should already have been delivered.

We would ask you to bear with the delivery companies during busy periods, especially Christmas, and where weather is known to be causing disruption to transport and deliveries.

Assuming that your order should already be with you, please message us at returns@thecrackercompany.co.uk.   Please include your order number in your message and we will investigate this and let you have an update promptly.

Working Days

Our support teams are available to help with your enquiries from Monday to Friday, 8am to 4pm.

Our offices are closed weekends and public holidays but we will respond to you the following working day.

Your Statutory Rights

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