Delivery Information

Orders are despatched within 3–5 working days. Please note this does not include weekends or Bank Holidays.

All orders are despatched using Royal Mail 24 Tracked which is delivered within 1-3 business days, but typically the next business day.

Order Value Delivery Cost
Up to £39.99 £4.99
Over £40 FREE

Returns & Refunds Policy

Last updated: 01/12/2025

At Craft HQ, we want you to be happy with your purchase. If something isn’t right, we’ll always try to put it right quickly and fairly.

Because we sell craft supplies, including fragrance oils and other safety-sensitive products, some items are subject to special conditions, which are explained below.

1. Faulty or Incorrect Items

If you receive an item that is:

  • Faulty
  • Damaged in transit
  • Incorrect or something is missing

Please contact us within 7 days of delivery at contact@crafthq.co.uk, including:

  • Your order number
  • A brief description of the issue
  • Clear photographs where possible

We will offer a replacement or refund, depending on your preference and stock availability.

If the item is faulty or incorrect, we will cover the cost of return postage where a return is required.

2. Fragrance Oils & Liquid Products (Important Safety Information)

For health, safety, and quality control reasons, we are unable to accept returns or exchanges on fragrance oils or liquid products if they have been opened or used.

We can offer a refund or replacement if:

  • The oil arrives damaged or leaking
  • The product is incorrect
  • There is a manufacturing defect

We cannot accept returns if:

  • The product has been opened or used and you have changed your mind
  • The scent is not to your personal preference

This does not affect your statutory rights if a product is faulty or not as described.

3. Non-Oil Craft Supplies (Change of Mind Returns)

For non-liquid, non-hazardous items, you may return unused items if you change your mind.

Conditions:

  • You must notify us within 14 days of delivery
  • Items must be unused, unopened, and in original packaging
  • You are responsible for return postage costs
  • Original postage costs are non-refundable

Once received and inspected, refunds will be processed within 5 working days.

4. Sale Items

Items purchased in a sale or clearance may only be refunded if they are faulty or incorrect.

5. Refunds

Refunds will be issued to the original payment method.

Please allow:

  • 3–5 working days for us to process the refund
  • Additional time for your bank or payment provider to reflect the funds

6. How to Contact Us

If you have any questions about returns or refunds, please contact:

contact@crafthq.co.uk
Tel: 01462 414741

Address for returns is:                                                                                                                    Returns, Craft HQ, The Fragrance House, Works Road, Letchworth SG6 1JY

We’re always happy to help and will do our best to resolve any issues quickly.

Tip:  We understand choosing a fragrance online can be difficult. If you’re unsure, we recommend ordering a smaller size first.