The Original and Multi-Award Winning TV Craft Channel

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Customer Care

Self Service

Got a problem? Whether you're chasing an order or have an issue with delivery, you can use our self service section and we promise to respond to you within 48 hours.

All information needed for the forms can be found in the 'Your Account' section of the website

Missing Order

If you've waited 10 working days and your order has not arrived, please complete our missing order form and we will investigate. We're sorry for any inconvenience this may have caused.

View Our Instruction Video >

Missing Items/Parts

We're sorry your order was incomplete. Please accept our apologies and complete our 'Missing Items' form and we will investigate. Remember to include your order number and tell us which item/part is missing.

View Our Instruction Video >

Where is my refund/replacement?

Please allow up to 21 days for your return to be processed. We apologise if you have not received your refund or replacement within this time span; please complete our 'Where is my refund/replacement' form below and we will respond within 48 hours.

View Our Instruction Video >

Track Your Order

Please allow up to 10 days for delivery. You may be able to track the progress of your parcel by using the link on our 'Track Your Order' form. Alternatively, please leave your details on the form and we will respond within 48 hours.

View Our Instruction Video >

How to return an item:

We appreciate there may be times when you are not happy with your purchase, that's why we try to make it as easy as possible for you to return an item. See below for our returns options.

Return methods

Please choose your preferred method of return from the following options:

1. Local ParcelShop drop off*: £2.99 inc vat & & insurance To arrange please go to & follow instructions. Not available in Channel Islands or Isle of Man.

2. Courier collection from your doorstep*: £2.99 inc vat & insurance. To arrange please go to & follow instructions. Not available in Channel Islands and Isle of Man.

3.Royal Mail: To return via Royal Mail simply peel off the returns address label from your despatch note and affix to your parcel. Please note this is not a pre-paid label and you will need to pay postage costs. You can then send from any post office. Remember to retain proof of postage for your records.

4.Collect+: You can also return a range of products by using one of the 4,500 Collect+ parcel drop points within the UK. For even more convenient returns, many of these have extended hours and are open 7 days a week.

View More on Returns and Refunds >

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