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