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Frequently Asked Questions

Here we try to cover the most frequently asked questions. If you do not find the answer you are looking for, you can either contact us via our online contact page, or

Question I am a bit nervous about ordering over the Internet, is your site secure?

Our site is highly secure and all delicate data is encrypted through a SSL (Secure Socket Layer). We hold our own dedicated 128-bit SSL from GeoTrust who will attest our dynamic security seal . This seal is displayed below, please click on the icon for verification..

When you enter a secure area the "http://" in your browser's address bar changes to "https://", and a yellow padlock will be displayed in the bottom pane. This signifies that you have entered a highly secure area.

Payment is taken by SagePay and processed by Lloyds TSB Cardnet, both highly secure and trusted payment gateways.
The SagePay payment system uses a combination of established and innovative techniques to ensure the security and integrity of all sensitive data. Their internet facing web servers are certified by Verisign, this ensures that no third parties can impersonate SagePay to obtain secure information.

Transaction Security
The transfer of the less sensitive transaction details from our site to SagePay is encrypted and digitally-signed. This ensures that the information passed is secure and tamper-proof.

Security for the Shopper
Any communication between the customer and SagePay is encrypted to the maximum strength supported by the customer's browser. The customer is also protected from fraudulent use of their card in a "card not present" environment, by their card issuer.

Data Storage
All data stored on SagePay systems is held on encrypted and highly secured databases. SagePay are regularly audited by Visa and MasterCard to ensure that their systems conform to the latest security standards.

We never share information with third parties. Please read the Privacy Policy in our Terms & Conditions.

Question How do I buy your products?

You can purchase our products by credit card using our highly secure online system, via telephone, or via snail mail. Whichever way you choose you must shop online in the way described further down and proceed to the checkout.

Shopping online:

Find products in the catalogue by :
  • going to the "Products" page from the Home page
  • going through the "Quick Section Links" menu
  • going through our Site Map
  • searching for specific items using the search bar at the top, or through our main Search page
  • clicking on the main menu items in the right-hand pane of the main shop pages .

Add the items you wish to buy to your basket. The "Add to Basket" icon will be displayed either below each product, or at the bottom of each page if "One-click shopping" is enabled. One click shopping simply means that you can add all the products you want to buy on one page in a single click, rather than adding them individually. Whether One-Click Shopping is enabled is dependent upon the products. Pages with multiple choice products normally have an "Add to Basket" button under each product. This is solely for your convenience.

HANDY TIP - If you don't want to scroll down to the bottom of the page to enter your chosen items, you can easily bypass the button. Simply enter the quantity that you require and press Return/Enter on your keyboard. This will add the item to your basket.

You can edit the contents of your shopping basket from the shopping basket (click the "View Basket" link). From this page you will be able to change the quantities of products, remove products, or proceed to checkout.

When you have completed your shopping you can either click "View Basket" or "Checkout", which will take you to your shopping basket. Fill out the required information and either print your order to send to us with your payment, or pay online in our highly secure payment area.

When you have placed your online order, you will receive an automatic confirmation email detailing the goods in your order. We will send you an additional email when we are ready to despatch your order.

IMPORTANT! - If you have a scroll mouse then please ensure you click anywhere outside a selection menu after having made your selection. If you do not, and attempt to scroll down the page, your selection could inadvertently change. This is especially important when choosing your payment method.

Question I don't want to pay by credit card, what should I do?

If you do not want to use our highly secure payment system you can order by email, or snail mail. and send us a postal order or telephone your credit card details. Please note that we accept orders over the telephone but at busy times we may ask you to call back.

Note that:

  • we no longer accept cheques
  • orders paid by postal orders are deemed to be received on the day of receipt of payment.
  • priority of sale and special offer items will be given to customers paying by credit or debit card., followed by customers paying by postal order.
See "How do I buy your products" above for further details on how to order.

Question Have you got a printed catalouge?

Our stock is constantly changing, so this would unfortunately not be viable. We have 1000's of products from many suppliers, who quite frequently discontinue items, as well as offering new products, therefore a printed catalogue would very soon be out of date.

Question Have you got a shop I can visit?

We are solely an on-line business and have no brick-and-mortar shop premises open to the public .

Question Have you got a minimum order value?

Yes. Our minimum order value is £5 + P&P. If your order value is below this amount we cannot accept payment by credit or debit card. If you order any 12" x 12" sheets the minimum order value is 10 + P&P.

Question What are your shipping (postal) charges?

We charge a flat rate of £2.49 + VAT for most orders below £75 - regardless of destination or weight.. There are no postal charges in the UK if your order exceeds this amount. Some items, such as dies or stamps, ship free or with a minimum charge.
IMPORTANT: If we have to use couriers due to weight (above 2.5kg) we will charge actual postage costs for remote areas (Highlands and Islands, regardless of value.

Question Why do you not offer free shipping ?

If we did not charge a small shipping fee we would soon go out of business. Our shipping charge has not risen since we commenced trading in 2005 and we heavily subsidise shipping costs already. We do offer free shipping on orders above 75, see above.. .

Question I was looking for something specific that I cannot find on your site, can you get it for me?

If the item you are looking for is manufactured by one of our suppliers, we should be able to get it for you. Please contact us for further information.

Question What happens if I wish to return an item?

Occasionally you may wish to return an item for a refund or a credit towards future purchases. You can read all about our return policy on our Terms and Conditions page.

Question How can I receive news and special offers?

By joining our mailing list you will be able to receive news and special offers by email. This is an opt-in list, you will need to join via the link in the left navigation bar, we never send unsolicited email to any of our customers, and your address details are always kept strictly confidential and never shared by a third-party. You will always have the option to opt-out of the mailing list at any time, should you wish to do so.

Question Just how competitive are your prices?

Before Charmed Cards & Crafts came to be we were crafting enthusiasts ourselves. We know how expensive everything is and how frustrating it can be when things you want are out of your reach because of prices, we therefore decided to make our products as affordable as we possible could, bearing in mind that we have overheads and expenses that needs to be paid. All our products are considerably below the recommended retail prices (RRP), and although you will not see specific references to these savings in our shop, you can be assured that this is most certainly always the case. This is a very important issue for us.

Question What if an item I've ordered is out of stock?

If any items currently out of stock are due within a few days, we will hold the order and send it out complete (we will contact you if this is the case). Out of stock items not expected for a few days will be placed on a back-order, and as soon as they become available will be shipped to you, at no extra cost. This means that we do not need to contact you to take your instructions - which could add several days to your delivery if we are unable to contact you for some reason. If we are not expecting the item(s) for a while we will leave the relevant item(s) out from your order and you can reorder when the item becomes available.

Question How long will it take before I get my order?

We aim to despatch as quickly as we can, if possible we will send your order within 48 hours (excluding weekends and Holidays). Please note that this is only an estimate, at busy times despatch times may be extended. We give this time schedule but usually we do manage to get orders out within 24 hours. You will receive an email as soon as it has been despatched. Although it should be with you quickly, please allow 15 days following date of despatch before chasing your order (see "My order hasn't arrived - what should I do?").

We use both special couriers and Royal Mail for delivery. If Royal Mail is used we cannot guarantee the exact time of delivery, if couriers are used delivery will take place the day following despatch,.. You will be informed which system we use when your order is ready for despatch. Note that we cannot guarantee delivery times and we cannot be held responsible for delays by the courier or postal service.

Question My order hasn't arrived - what should I do?

Tracing a parcel is dependent on which method we used for despatch:
Royal Mail: First of all check that your parcel hasn't been taken in by a helpful neighbour, or that the postman haven't left it somewhere on your surrounding property. You would be amazed by how often people have found that this was the reason why they hadn't received their parcel. Secondly check with your local post office that they are not holding the parcel for you. Perhaps a card was posted through your letterbox and you inadvertently discarded it? It is important that you check with the sorting office quickly as orders may be returned to us before you get there. The return times are one week for normal First Class post and three weeks for Signed For post. Note that Royal Mail can take up to four weeks to return an item. If we resend your order at your request and the first order is returned as not having been picked up then you are liable for a 30% restocking fee plus any postal charges over and above that already paid.
The Post Office regulations are such that a parcel is not considered lost until 15 days following despatched have lapsed. If you do not wish to wait for 15 days (and please note that this is an extremely rare occurrence), then please do not order from us. If after the 15 days you still have not received your parcel then please contact us and we will investigate the matter.

Courier Service: If a courier service was used for despatch we can give you a tracking number so you can see exactly where your parcel is. Please contact us for further information.

Question What should I do if I have a problem when ordering through your on-line shop?

Please contact us with any problems you may have whilst shopping in our shop. Computers are notoriously fickle and can have the odd "off day" - be assured that your security is in no way ever compromised! You can still telephone or email your order through to us and we will deal with the problem as soon as we possibly can.

Question I get a "Payment failed due to fraud check failure" message on checkout

For your protection, and our own, we have ensured that credit cards are strigently checked before a payment is processed. only the address of the card holder will be accepted.Ensure you input address numericals correctly, such as house number and postcode. If you don't the transaction will fail and you will get a message stating the transaction failed due to fraud screening.

Question Do you sell to other countries other than the UK?

Presently we only ship to the UK. However, in the future we hope to extend the shipping zone to cover the rest of Europe.

Question What is your Return Policy?

If you are not satisfied with your order you can return them to us within 7 days for a full refund or a credit note. Please contact us for a returns form, which you must include in your package. The goods must be in a saleable state. If goods are found to be damaged upon arrival we will either offer you a refund or a replacement. You must return the damaged article to us.
See also our Terms and Conditions.

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