Returns policy

What are the return/replacement policies?

We currently issue a 14 day no quibble return policy from the date that you receive your order, provided that the goods are returned in a saleable condition with any original packaging. This is in line with The Consumer Protection (Distance Selling) Regulations 2000.

How do I return an item?

If you are unhappy with your goods in any way, you can return them for a full refund, providing they are in a saleable condition with any original packaging, within 14 days of receipt. Please remember to iinform us by email that you are returning the produxt and why.

Fabrics, trims and yarns paper and other perishables cannot be returned once they have been used or cut into so please check for any faults or decide if you wish to keep the item or not before cutting into or starting to use the items.

The buyer is responsible for the cost of the return postage. Please return your parcel to the address below. We recommend that returns are sent by recorded delivery as we cannot accept responsibility should your items go missing.

Highland Craft Supplies

Stock Retuen 26 Tocher Terrace

Drummuir

Keith

Moray AB55 5JD

How do I exchange my item?

Please return your unwanted goods for a full refund as above and place a new order on the website for the goods you would like in exchange.

My item is faulty, what do I do?

Should you receive a faulty item, please contact our Customer Service Team by email on highlandcraftsupplies@gmail.com and they will be more than happy to reissue your postage costs and offer you either a full refund or a replacement once we have received back the faulty goods. Please note: We cannot resend your order or credit your postage expenses until we have received back the faulty goods.

Fabrics, trims and yarns cannot be returned once they have been used or cut into so please check for any faults or decide if you wish to keep the item or not before cutting into or starting to use the items.

Please return your parcel to the address below. Postage will be refunded for up to the cost of first class mail and we recommend that you secure proof of postage as we cannot accept responsibility should your items go missing.

Highland Craft Supplies

Stock Retuen,

26 Tocher Terrace

Drummuir

Keith

Moray

AB55 5JD

I’ve received the wrong item, what do I do?

Should you receive an incorrect item, please contact our Customer Service Team on 01542 810783 or email highlandcraftsupplies@gmail.com and they will be more than happy to reissue your postage costs and offer you either a full refund or a replacement once we have received back the incorrect goods. Please note: We cannot resend your order until we have received back the incorrect goods.

Please return your parcel to the address below. Postage will be refunded for up to the cost of first class mail and we recommend that you secure proof of postage as we cannot accept responsibility should your items go missing.

Highland Craft Supplies

Stock Retuen

26 Tocher Terrace

Drummuir

Keith

Moray AB55 5JD

When can I expect my refund for my returned goods?

Once you have had an email to confirm your parcel has been received by us, you can expect the refund to be made within 2-3 working days.

One of my items is missing, what do I do?

If one of your items is missing from your order, please contact our Customer Service Team on 01542 810783 or email us at highlandcraftsupplies@gmail.com and they will send it out to you, free of charge. Please note: you will be asked for your order number, full details and possibly further information from your invoice so please have these to hand!

Why have I only received part of my order?

Please refer to your paperwork to see whether there is more than one parcel. For example, if your invoice reads “Item to follow shortly”, then this means that we were unable to package your entire order in one package and you should expect a further delivery within the next few days.

If some of the items were unavailable when we went to pick your order then these items may have been cancelled from your order and you will have been refunded accordingly. Your paperwork will show the products that have been cancelled.