The Crafty Kit Company Customer Charter

At The Crafty Kit Company, we believe that crafting is more than just a hobby—it’s a way to bring joy, creativity, and connection into your life. This customer charter reflects our commitment to you and the values we stand by, ensuring every part of your experience with us is meaningful, fun and supportive. We also value your role in this partnership, and together we can make the crafting journey even more delightful. 

 

Our Commitment to You 

Product Quality and Crafting Experience 

  • We use only the highest quality materials in all our kits, carefully chosen to make crafting both enjoyable and easy. 
  • Each of our kits is tested for ease of use, so whether you’re a seasoned crafter or just starting, you’ll feel confident and capable. 
  • Your feedback helps us grow! We listen to every piece of feedback and use it to improve and design our products, ensuring they meet your expectations. 

 

Customer Support

Whether you reach out by email, phone, or social media, we are here to help. Anne - our dedicated Head of Customer Happiness - ensures every message is read and responded to promptly—we don’t use bots to communicate with our customers. You can contact Anne at info@craftykitcompany.co.uk

We’re committed to finding the best solution for you, whether it’s answering a query, solving an issue, or helping you along your crafting journey. 

 

Sustainability and Values 

We’re proud to be members of the Eco Packaging Alliance, meaning that the packaging we use helps plant trees in areas of need. 

We’ve won awards for sustainability, ensuring that our business decisions create a positive impact. 

Our core values of Kindness, Happiness, Willingness, Integrity, and Respect guide every step of our business, and we strive to reflect them in everything we do. 
 
You can read more about The Crafty Kit Company and sustainability here 

 

Shipping and Delivery 

  • We aim to pick, pack, and post orders on the same day they are received.  
  • We use Royal Mail, as we’ve found it to be the most reliable service in the UK. 
  • You’ll receive regular communication about your order status, so you always know where your package is. 

 
Read more about Delivery and Returns here

 

Refunds and Satisfaction Guarantee 

At The Crafty Kit Company, we pour our passion for crafting into every kit we design, and we believe you’ll be as excited about them as we are. We understand that true satisfaction comes from receiving a product that meets your expectations, and we’re committed to making that happen. 

  •  If, for any reason, you aren’t completely satisfied with your kit, we stand behind our products with a firm guarantee. You can choose between a full refund or a replacement  - just let us know your preference, and we’ll make it right. 
  • Sometimes, the end result might not be exactly what you envisioned, and that’s okay! If you’re disappointed with your finished project, please get in touch. We’re committed to your crafting journey and will offer a credit towards a future purchase, ensuring that your next project brings even more joy. 

 

Your Commitments to Us 

We consider our relationship with our customers a two-way street. Here’s how you can help make our partnership as positive and seamless as possible: 

  • Provide Accurate Information: When placing an order, please ensure that all your details, including your address and contact information, are accurate. This helps us avoid any delays or issues in getting your craft kit to you quickly and efficiently. 
  • Timely Communication: If you encounter any issues with your order or product, please reach out to us as soon as possible. The earlier we know, the quicker we can resolve things for you. 
  • Respectful Communication: We’re a small, friendly team who care deeply about our customers. We promise to treat you with kindness and respect, and we ask that you do the same when contacting us. Together, we can make sure every interaction is positive and constructive. 
  • Share Your Crafting Experience: We love hearing about your crafting journey, and we invite you to join our wonderful community of fellow makers! Our Craft Your Way to Happiness Facebook group (link to group in new window) is home to over 7,500 happy crafters who regularly share their projects, tips, and the joy that crafting brings them. It’s a space full of creativity, inspiration, and support—we’d love for you to be part of it. 

 

If you’ve enjoyed our kits, we’d also be grateful if you could leave a review on our website or share your experience with a Google review. (link in new window to Google) Your feedback not only helps us improve but also helps other crafters discover the joy of crafting with The Crafty Kit Company. 

We’re grateful for every customer who joins us on this journey, and we’re committed to making your crafting experience with The Crafty Kit Company as joyful, smooth, and satisfying as possible. If you ever feel we’ve fallen short of these promises, let us know - we’re here to make things right!