If you have a query, our FAQ page below has the answers to many common questions relating to orders and products. We are adding to this page all of the time. If you still can't find the answer to your question, please get in touch with full details of your query and we'll be happy to help.
Some handy information on placing your order and what to do if something isn't working quite as expected.
We apologise that you are having trouble logging into your account.
If you have set up an account and have forgotten your password you can request a reset link from the log in screen. If you do not receive an email into your inbox within a couple of minutes then the email address you have used has not been recognised and you will need to set up a new account, sorry.
We apologise for any problems you are having with our website.
Our website uses cookies and caching to provide a complete shopping experience, specifically a shopping cart. This is normal practice for sites of like ours.
On rare occasions this does cause a problem, especially if the settings on your computer disable this functionality. Please reset your cookie functionality and try again. Alternatively, please contact us for further assistance.
This may be because you were logged in when you added the items to your basket and you are now logged out. If you log in again you will find the items will reappear.
Alternatively, this may be because the cookies on your computer have either been set with a very short timeframe and the items in the "memory" are now deleted, or other settings within your computers cookies have “timed you out". You will need to add the items again.
To save your order for future completion, you can either set up or log into your account. They will then be there next time you log in.
Please ensure that the discount code you are using is valid and in date.
We only offer discount codes through our email newsletters, social media pages and in parcel leaflets. These codes usually have specific requirements for use.
Please note we do not advertise discount codes on voucher code websites, any that may appear on such sites are not genuine.
Discount codes should be used at time of checkout and will not be honoured retrospectively.
We are often asked if we supply paper catalogues, however as we have a variety of product lines that change and grow throughout the year, it just isn’t a feasible or cost effective option. We pride ourselves on creating new and inspiring lines and these are always being added to our website to keep our stock lines fresh and interesting.
We hope that you will find everything you are looking for on our website. If you need any guidance, please just let us know.
As a retailer we can no longer send free samples of products due to the high costs involved with administration and postage. With so many product lines this also became an extremely expensive business cost for us, which unfortunately we can’t support.
If you would like to check colour, sizing etc, we suggest is that you purchase one pack of any of the items you require through our website. If these are unsuitable you will be able to return the item/s for a refund against the cost of the goods, subject to them being in a saleable, unopened and complete condition.
We hope you will appreciate the reason for this and that we are not trying to be unhelpful or difficult.
Need to know what options you have for delivery, or just trying to find out where an order that you have placed is?
We offer everything from standard 3-4 day delivery, through tracked mail and up to Next Working Day options.
Full details of all shipping options and their associated costs are available on our delivery pages here.
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.
Full details of all shipping options and their associated costs are available on our delivery pages here.
PLEASE NOTE:
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.
All orders made after 8am are mailed the FOLLOWING working day, with the exception of "Special Delivery" options.
Working days are Monday to Friday and exclude Saturday, Sunday and all UK public or bank holidays.
You will receive an email advising when your order has been dispatched from our warehouse and delivery should be expected within the timeframe for the service chosen at checkout. This will contain a tracking link for your order, where you can see the status of your order.
Please bear in mind the anticipated delivery standards of both Royal Mail and our couriers can vary due to seasonal increases or periods of bad weather.
If you have created an account and purchased through this account, you will be able to log in and establish the current status of your order.
There are other reasons why your order may not have been delivered when expected, please check the following:
If you still need help, please contact us.
If you have a damaged item, please email us with your order number, details of the damaged item and photographs of the damage. Please do not dispose of damaged goods or packaging until confirmed by our team, as we may need further details to help you with your enquiry.
If you need to return an item, please see this page.
Sorry, we don't offer an exchange service.
If you would like to change your item, please place a new order for the item you would like and return the unwanted item to us in an unused, sealed and resalable condition.
If you need to return an item, please see this page.
Our most frequently asked questions relating to payments and VAT.
We have a variety of ways to pay for your order. Please take a look at our payment options page for details.
We do not currently offer an 'on account' payment service, sorry.
We are UK VAT registered company. All prices shown on this website are inclusive of VAT, where applicable, at the current standard rate.
Our VAT number is GB397855130.
"Tax" shown in checkout pages and on order confirmations refers to UK VAT. All prices shown on the website already include this tax, it is not an additional charge. Tax is shown separately in these places to be clearer for those buying for their business.
On overseas orders or to locations 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 to these locations without charging VAT.
On overseas orders or to locations where VAT is not applicable, VAT will be removed from your order at checkout. If this does not happen, please contact us immediately after placing your order.
Received your order but something isn't quite right? Take a look below for the next steps.
In the unlikely event that this happens, please contact us as soon as possible with full details of your order number, details of the missing item and if an item is damaged, photos of any damaged items/packaging.
Please do not dispose of damaged goods or packaging until confirmed by our team, as we may need further details to help you with your enquiry.
In the case of missing items we may ask for further information from the original invoice for verification purposes.
You can find full refund and return information here.
We take great care to package goods so that they get to you in a perfect condition. However, despite our best packing efforts, on rare occasions items are damaged in transit.
If this happens, please email us with your order number, details of the damaged item and photographs of the damage.
Please do not dispose of damaged goods or packaging until confirmed by our team, as we may need further details to help you with your enquiry.
You can find full refund and return information here.
You should receive an email advising when your order has been dispatched from our warehouse and delivery should be expected within the timeframe for the service chosen at checkout.
Your dispatch email will contain a tracking link for your order, where you can see the status of your order with the carrier.
Please bear in mind the anticipated delivery standards of both Royal Mail and our couriers can vary due to seasonal increases or periods of bad weather.
There are other reasons why your order may not have been delivered when expected, please check the following:
If you still need help, please contact us.
Need some help making your crackers or using your product? You'll find what you need here.
You can see all of our how-to pages here, that feature handy videos with step by step instructions.
Our extensive range of cracker filler gifts is handily separated into gifts that will fit each of our small, standard and large cracker sizes.
When you buy a filler from us that is shown as suitable for your selected cracker size, it will fit easily into your cracker, along with the hat and joke.
You can shop both our cracker filler range and our cracker kits by size, along with other things such as theme or product type, using the filters on each page or by going to the specific categories for small, standard and large cracker fillers on our site.
You can find more information here.
Some of our cracker making kits come with ribbons already included, in a colour or style that we think compliments the design.
Other kits do not include ties, so you can choose your own to go with your colour scheme or theme.
If you choose one of our complete kits with ribbons, it will save you having to make the choice and you know they will be perfect. We have now also introduced eco friendly complete kits too, so you can also be kind to our environment.
If you choose a kit without ribbons, you may be wondering what ribbons to add to your hand made crackers. If so, we have created this page to give you some guidance on ribbon options and the amount that you will need.
Here at The Cracker Company we make it easy to create your own quality crackers. Just pick your design or colour and then make your own crackers.
But what gifts do you add to your crackers? Now that’s a million-dollar question!
Whatever it is, if you have gone to the trouble of making your own crackers, then you would want to add a thoughtfully chosen gift to it, not just something generic…
With this in mind, we have brought together an unprecedented collection of cracker fillers for you, with every theme, budget and occasion in mind. You can browse our cracker gifts collection by product type, theme, recipient or occasion, meaning that it's easy to find the perfect gift to fill your crackers with.
Many of our cracker filler gifts are created, designed and packed by us in Dorset. We are delighted to continually increase these ranges and thrilled that they have proven so popular.
We've created this page to give you some inspiration.
Seen our huge range of cracker making kits and would like to purchase these, a bespoke version or another product in volume?
If you’ve seen our huge range of cracker making kits and would like to purchase these, or a bespoke version, in volume we’ll be delighted to help you.
This might be one of our existing designs, a design with your own artwork or a design created especially for you.
If so, take a look at our bespoke crackers page.
Our plain crackers are already available as bulk packs of 100 crackers within our site, all in one colour and at a bulk price. If you are looking for larger volumes than this, in either single or mixed colours, then please let us know.
If you are looking for a large volume of our printed crackers, either in an existing design or a bespoke design, we have a few key bits of information we'll need to help you, so please take a look at our bespoke page.
With the exception of crackers purchased as bespoke order, our cracker making kits cannot be resold in any format or in any environment. Further, although our plain crackers can be used to make crackers and then resold, our designed and printed crackers cannot be resold in any format, due to copyright restrictions.
Please note we are a retailer, not a wholesaler and so we do not offer trade pricing on our products.
Still need to get in touch?
Use the contact from below or see our Contact Us page here for other ways to get in contact with us.
