Where do we ship?
The Arbol Crafts website has been configured to automatically process any orders where the requested delivery address is in the UK, Europe, USA, Mexico, Canada, Austrialia, New Zealand, China and Japan. Shipments to other countries are also possible but your order will need to be processed manually. Please contact us if you receive a country-related error message at any stage during your shopping experience.
What will it cost?
All shipments to UK addresses will be charged at a flat rate of £2.95 irrespective of how many items you purchase or how heavy the items are. Items will be sent using standard services from Royal Mail, Parcel Force or courier, depending on the size of the shipment. If you would like your order to be sent using one of the premium guaranteed delivery services then please contact us for a quotation. Additional insurance can also be arranged.
Shipments outside the UK will be charged according to the weight of the parcel. The weight of individual items is included on each listing and you can use the "Estimate Shipping" button on your shopping basket to calculate the total cost. Shipments to continental Europe start at £3.50 for 100gm with further price breaks at 250gm, 500gm, 1kg, 1.5kg, 2kg, 3kg and 5kg. Shipments to other parts of the world start at £4.00 for 100gm with further price breaks at 250gm, 500gm, 1kg, 1.5kg, 2kg, 3kg and 5kg. If your order should weigh more than 5kg you will need to contact us for an actual shipping cost as a default value of £1000 will show on your order! Items will be sent using standard airmail services from Royal Mail, Parcel Force or courier, depending on the size of the shipment. If you would like your order to be sent using one of the premium guaranteed delivery services then please contact us for a quotation. Additional insurance can also be arranged.
Customs Duty & Taxes
For shipments within the European Union, there are no additional taxes or duty to pay. Shipments outside the EU may, however, be subject to local import (customs) duty. This usually only applies to higher value orders but it is your responsibility to check your local regulations, handle any customs clearance and pay any duty costs for your own country. For those of you familiar with INCO terms, all shipments from this website will be made on a DDU (Delivered Duty Unpaid) basis.
How long will it take?
We aim to post small orders within 3 days of receipt of cleared payment (please allow up to 10 working days for cheques, including eCheques, to clear). Larger orders may take up to a week to fulfil. We will notify you as soon as your goods are despatched. We obviously have no control over the time it takes to physically ship your items but UK orders tend to arrive 2 - 5 days after shipment; European orders within 1 week and other destinations approximately 1 -2 weeks after shipment. Please contact us if you are concerned that your shipment may be delayed. We always obtain a Certificate of Posting and will make this available to you if required. Unfortunately we cannot be held responsible for any items lost or damaged during shipment but we will do everything we can to help you process any claims.
Can I collect my order?
If you live locally then we can arrange a mutually convenient time for you to collect your order. There is, of course, no postage cost for items that are being collected.
What if I want to return an item?
In the rare event that any of your items are faulty or were incorrectly described in the listings then you may return them to us for a replacement or full refund. If you have simply changed your mind then please contact us to see whether a refund or exchange would be possible. In either circumstance we will only accept returns that have been notified and agreed in advance. You will be given a Goods Return Note (GRN) number which will need to be referenced on your returns.