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Customer Service

How do I order?
At The Craft Barn shopping is simple and safe. Just browse our products and choose the items you want to purchase, these will automatically be added to your basket. Your basket can be amended products deleted and quantities changed until you click to send the order to us.  When you are ready to finalise your order, click on 'Checkout' button and follow the simple instructions to add your details into the form.  Our minimum order value is £5.

Finally, choose your preferred payment we accept a wide selection of credit and debit cards plus PayPal The Craft Barn uses Sagepay (the world’s leading secure payment processor) to safely and securely process payments. We will send you an email to confirm your order details, and another one when your order is dispatched to you.  Depending on the shipping method chose you can also track the progress of your order from Your Account. 

We have a minimum order value of £5 excluding shipping.

Using gift vouchers and discount codes.
Using your discount voucher is easy. When you have finished shopping, edit your shopping basket and add your voucher in the box labeled "Discounts". Press the Add button and your basket total will be updated to show the discount.
If there was a problem, a message will let you know what was wrong with the voucher you entered.

Where do you ship?
We ship thoughout the UK and worldwide to most countries using a variety of carriers

When will my order get dispatched?
Orders placed before 2pm are usually shipped the same day Monday - Friday. Weekend orders are shipped on Monday. You will get an email notification of shipment as soon as we have finished packing your order.

How does The Craft Barn arrange delivery?

UK Standard delivery
UK standard deliveries are generally sent by Royal Mail second class post.   Normally UK orders are delivered within a few days of dispatch, however, we cannot guarantee delivery times on standard order shipping only where an expedited delivery is chosen (see below) and we cannot be held responsible for delays by couriers and postal services.

Please allow up 10 working days for delivery on standard delivery orders from dispatch confirmation before contacting us.

UK Expedited delivery
We can also arrange guaranteed delivery, tracked and courier deliveries please contact us by phone on 07958 569279 or email if you require these services. 

International delivery
Normally orders outside the UK are delivered within 7-10 days.  Please allow up 10 working days for delivery on orders from dispatch confirmation before contacting us.

We designate the following countries as Europe: Austria, Belgium, Bulgaria, Cyprus, Czech republic, Denmark, Estonia, Finland, France, Germany, Gibralta, Greece, Hungary, Republic of Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta,  The Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden. 

Europe standard deliveries are generally sent by Airmail.  

We can also arrange Airsure for some destinations, International signed for and courier deliveries.  Please contact us  by phone on 07958 569279 or email  if you require these services

Rest of the world
International deliveries are generally sent by standard Airmail. Airsure may not be available to these countries, however, we can arrange International signed for and courier deliveries please contact us by phone on 07958 569279 if you require these services. 

What happens if a product is out of stock

Whilst we strive to keep our stock count accurate, occasionally products are unwittingly out of stock.  If part of your order is out of stock, we may dispatch the items that are in stock right away and send on the remaining items as soon as they are back in stock.  If we are expecting delivery within 48 hours we will usually hold your order and dispatch when we receive the outstanding items.  You will not be charged any additional postage if we send your order in more than one part.

Alternatively if there is a comparable substitute product we may send the alternative.  If there is a price difference we will refund if the alternative is cheaper and unless we agree this with you, you won’t be charged if the alternative we select for you is more expensive.

If there is a question about the suitability of an alternative, there is a large price difference or the item is likely to be out of stock for a while we may refund the item for you or contact you by phone or email to discuss things with you and to enable you to make a decision about whether you would like to choose something else or have a refund of the item.

When we have a sale, special offer or other promotions and on newsletter days, due to volume, it may take a an extra day to get your order out.

What are your shipping charges?

Our default shipping is £2.50 

Please contact us for individual rates if you require expedited, guaranteed or signed for shipping

We designate the following countries as Europe: Austria, Belgium, Bulgaria, Cyprus, Czech republic, Denmark, Estonia, Finland, France, Germany, Gibralta, Greece, Hungary, Republic of Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta,  The Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden 

Standard Europe post and packing for orders is a flat rate of £5.00

For International deliveries to countries excluding the countries in our designated EU zone, shipping is charged as follows:

Standard post & packing for orders up to £100 is £10 and for all other orders shipping is capped at £15 to non UK and EU destinations

Can I pay online?
Yes, our online payment system is handled by SagePay which uses all the latest technology to ensure your transaction is safe and secure. For maximum security we do not store any of your payment details.

Can I pay over the phone?
Yes we are happy to accept telephone orders.  Telephone orders are picked by our shop staff as you order so that we can ensure all items are in stock, please bear in mind that at busy times we may need to call you back and we will do this as quickly as we can. 

What payment methods does The Craft Barn accept?
We accept payment from  most popular credit and debit cards, including MasterCard, Visa, Maestro and Delta as well as PayPal.

Incomplete orders and damaged goods
If your order arrives and some items are missing or damaged, then please contact us immediately and we will endeavour to resolve the problem. Please have your order number ready, as this will help us track your order more efficiently.
If you have received damaged goods or incorrect items in your order, we will either offer you a full refund or a replacement. We will also refund any postage costs you incur, if the error was ours.  Damaged or faulty items must be reported within 30 days of purchase.

Returns Policy
If you are not completely satisfied with any of our products, you can return them to us for a refund within 30 days of purchase.
Simply contact us to let us know that you wish to return item/s and send the goods back within 30 days of purchase.  All goods and packaging must be in original unopened packaging and in a resaleable condition. We will be able to refund you for the value of any goods returned to us. We do not charge a restocking fee however customers are responsible for any postage for returning unwanted goods (this doesn't include damaged or incorrect items see below).

Privacy Policy
The Craft Barn takes protecting your privacy seriously and promises only to use information collected about you in accordance with the Data Protection Act 1998.
We do not share or sell email addresses or personal information to third parties. 
We collect your name, address, phone number and e-mail address when you place an order. We need this information so we can complete your order and contact you if there is a query. This information is stored on our secure servers using established industry best practices.
We do not store your credit card details and we are in compliance with Payment Card Industry Data Security Standard (PCI DSS). All transactions are handled through Sagepay the industry leader for secure online payment systems.

Privacy and use of cookies
Cookies are small files stored on your computer when you visit certain web pages. At The Craft Barn we use cookies to keep track of what you have in your basket, and to remember you when you return to our site. We also use cookies to analyze anonymous data to help us understand how people interact with our site. We never store any personal information or any sensitive information like your credit card.
To order products on, you need to have cookies enabled. If you don't wish to enable cookies, you'll still be able to browse the site and use it for research purposes but your shopping cart will not work 

How does The Craft Barn protect the Environment
Everyone at The Craft Barn is concerned about the environment.  For several years now we have used a number of ways to limit the resources we use and to recycle whatever we can.
Wherever possible we order from UK suppliers to reduce product distance travelled and because they tend to use ships rather than air freight when importing products from abroad.
We have an active policy of promoting and purchasing from small UK manufacturers, again reducing the distance that products travel.
Wherever possible we reuse the packaging and boxes that manufacturers and suppliers use to deliver to us.
All of the boxes that we purchase are 100% recyclable. Many of the boxes we use are made from 100% recycled material as well.  We ask you please to recycle your packaging if possible so that one day they might be made into new boxes that we can use.
We receive many deliveries from suppliers and occasionally they will use expanded chips to help protect the goods in the delivery. So far these have all been the environmentally friendly bio-degradable ones that can be fully recycled. However, instead of throwing these away, we reuse them to help protect your orders. These are safe to compost.
Any cardboard boxes and packaging that we receive from suppliers that cannot be reused is sent off to be recycled.
We sell reusable bags with our store.
We charge for carrier bags within our store and this has seen a reduction in bag use of over 50%

Safe Shopping Guarantee             
We realise that some of our customers might be worried about using their credit cards on the internet. As a result of this, we offer the following reassurance:
Secure server software encrypts all your personal information, including name, address and credit card details before it leaves your computer. We make use of the highest quality encryption technology available (technically 256 bit SSL encryption). In addition to this, we do not store your credit card information.
All our payment processing is handled by SagePay, or PayPal.

Contacting The Craft Barn
You can contact us by sending an email to We will endeavour to reply to you within one working day, although often much quicker than this.   You can write to or visit us by appointment at 

The Craft Barn, Rockshaw Road, Merstham, Surrey, RH1 3DD

Tel 07958 569279 

The Craft Barn Ltd is registered in England with company number : 6426963.  Registered office: 55 Crown Street, Brentwood, Essex, CM14 4BD
VAT No: 923 9566 92

© 2013 The Craft Barn
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