Shipping & Returns

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. 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 £3.50 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, weight and value 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.

Customs Duty & Taxes

For shipments within the UK, there are no additional taxes or duty to pay. Shipments outside the UK 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. 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 the UK Distance Selling Regulations allow you to return the goods within 7 working days of receipt for a refund on the cost of the item(s) and the original P & P charge. In this instance, you will need to pay the cost of return postage. In either circumstance we will only accept returns that have been notified in advance. You will be given a Goods Return Note (GRN) number which will need to be referenced on your returns so that we can process the return. We aim to complete all refunds within 7 working days of receipt of returned items.