SHIPPING POLICY
Craft Masters - Shipping Policy
Effective Date: 3/1/25

At Craft Masters, we’re all about getting you powered up—and that includes making sure your orders are delivered to your door as quickly, safely, and efficiently as possible. Whether you’re buying a powerful generator or other premium equipment, here’s what you need to know about shipping with us.

1. Processing Your Order: Speed Meets Precision
Once you’ve placed your order with Craft Masters, we jump into action! Here’s a breakdown of how we handle your order:

Order Confirmation: Once you’ve hit “Place Order,” you’ll get a confirmation email from us.

Order Processing Time: We typically process orders within 1 to 2 business days We’ll make sure everything’s packed and ready to ship safely. Please note that processing times may vary depending on product availability, custom orders, or high-demand periods.

Order Tracking: We’ve made tracking your order easy! Once your package is on its way, we’ll send you an email with all the details, including a tracking number and a link so you can follow your order’s journey directly through the courier’s website.

2. Shipping Methods & Delivery Time: We’ve Got Your Back

Where We Ship:
We’re proud to offer shipping to all corners of the United Kingdom, including England, Scotland, Wales, and Northern Ireland. While we currently don’t offer international shipping, we’re working hard to expand our reach to other countries soon!

Standard Shipping: Expect your order to arrive in 2-4 business days after processing, depending on your location.

Shipping Options & Costs
We provide one straightforward shipping option:

Standard Delivery:
Delivery Time: 2-4 business days
Cost: £5.99

3.Order Processing Time:
Once your order is confirmed, our team will begin processing it within 1 to 2 business days (Monday through Friday).

Order Cut-Off Time:
To ensure your order gets processed the same day, please make sure to place it before 4:00 PM (GMT). Orders placed after this time will be processed on the next business day.

4. Delivery & Tracking: Keeping You in the Loop
Once your order ships, you’ll receive a tracking number via email. This allows you to track your order every step of the way.

If there’s a delay, you’ll be the first to know. We’ll keep you updated via email, so you’re never left wondering where your package is.

5. Shipping Issues: Let Us Help
We understand how frustrating it can be when there’s an issue with your delivery. If you have any concerns about your order, we’re here to help.

Damaged or Defective Items: If your order arrives damaged or defective, please contact us within 7 days of receiving the product, and we’ll arrange for a return, exchange, or refund.

6.Lost or Stolen Packages:

Once your package leaves our warehouse and is with the carrier, it's in their hands. However, if something goes wrong with your delivery, let us know, and we’ll help you get it sorted.

Incorrect Shipping Address: Please double-check the address you provide during checkout. If you make an error, contact us immediately, and we’ll do our best to update the details before the package ships.

7. Returns & Exchanges: Our Commitment to You
While we hope you’ll love your purchase, we understand that sometimes things don’t work out. That’s why we offer a 14-day return window from the day you receive your product. Simply reach out to us, and we’ll guide you through the return or exchange process.

Restocking Fees: £5.99

Return Shipping: For returns, you’re responsible for return shipping unless the item is defective or damaged. We recommend using a trackable shipping service to ensure your return reaches us.

8. Get in Touch

Have questions or need help with a return? Our customer service team is here to assist you:

Business Name: Craftmasters

Monday to Friday: 9.00am - 5.00pm GMT

Email: sales@craftmasters.co.uk 

Call Us: +44 7446166736

Address: 293 Lewisham High Street
London, SE13 6NL

What are your delivery times?

At Craftmasters, we prioritize fast and reliable delivery! Orders typically arrive within 2 to 4 business days, depending on your location. We strive for quick processing, and most orders are delivered within 1 to 2 business days after dispatch. You’ll receive tracking information to keep you updated on your order’s journey.

What is your return policy?

We want you to be fully satisfied with your purchase! You have 14 days from the date of receiving your order to request a return or a refund, provided the item meets our return eligibility requirements. Be sure to check our Return & Refund Policy for all the details on how to initiate a return.

Do you ship overseas?

No, currently we only ship to the UK.

How long will it take to get my order?

It depends on where you are. Orders processed here will take 1-2 business days to arrive. Delivery details will be provided in your confirmation email.

Do all your products come with a warranty?

Absolutely! Every product we offer is backed by a manufacturer’s warranty, typically lasting 12 months. For specific warranty details or any product-related concerns, simply visit the relevant product page.

How do I track my order?

Once your order ships, we’ll send you an email with your tracking number. You can use this tracking number on the carrier’s website to monitor the status of your shipment. We’ll also send you updates along the way!

What can a 30kva generator power?

A 30kva generator is quite a powerful unit and can power a variety of electrical loads such as:

• Residential use eg. house, lights, fridge, water pumps etc.
• Commercial use - small to medium sized businesses
• Construction sites
• Events
• Emergency backup

It is important to note that the exact list of devices and appliances that a 30kva generator can power depends on the specific power requirements. ​

How do I click & collect?

The product(s) that you want must be in stock. Add the product(s) to your basket and then click on ‘Go to checkout’. Click on the till icon that says ‘Pay in store’. Fill in the required information and click on ‘Place order’. You'll see an order confirmation page and you'll also receive an order confirmation email.

My payment didn't go through. What do I do?

Try to process the payment again or try another method of payment like PayPal.

If you are experiencing problems with card authentication (3D Secure) then you'll need to contact your bank to resolve this. The checkout is on your bank’s website at this stage and your bank send you the authentication code, so we have no control over this.

The most common reasons why a payment won't go through are:

• You took too long to complete the transaction
• Your bank declined the payment due to a high order value. You'll need to contact your bank to resolve this.
• You didn't enter the exact name that's on the card and/or the correct billing address that the card is registered to
• Poor Internet connection

How can I get in touch with you if I need assistance?

We’re here to help, and it’s easy to get in touch with us! You can reach out via the chatbot on our website (we aim to respond quickly). Alternatively, you can call us during business hours (Monday – Friday, 9:00 AM – 5:00 PM) or email us at sales@craftmasters.co.uk We’re always happy to assist with any questions or concerns!

What are your delivery times?

At Craftmasters, we prioritize fast and reliable delivery! Orders typically arrive within 2 to 4 business days, depending on your location. We strive for quick processing, and most orders are delivered within 1 to 2 business days after dispatch. You’ll receive tracking information to keep you updated on your order’s journey.

What is your return policy?

We want you to be fully satisfied with your purchase! You have 14 days from the date of receiving your order to request a return or a refund, provided the item meets our return eligibility requirements. Be sure to check our Return & Refund Policy for all the details on how to initiate a return.

Do you ship overseas?

No, currently we only ship to the UK.

How long will it take to get my order?

It depends on where you are. Orders processed here will take 1-2 business days to arrive. Delivery details will be provided in your confirmation email.

Do all your products come with a warranty?

Absolutely! Every product we offer is backed by a manufacturer’s warranty, typically lasting 12 months. For specific warranty details or any product-related concerns, simply visit the relevant product page.

How do I track my order?

Once your order ships, we’ll send you an email with your tracking number. You can use this tracking number on the carrier’s website to monitor the status of your shipment. We’ll also send you updates along the way!

What can a 30kva generator power?

A 30kva generator is quite a powerful unit and can power a variety of electrical loads such as:

• Residential use eg. house, lights, fridge, water pumps etc.
• Commercial use - small to medium sized businesses
• Construction sites
• Events
• Emergency backup

It is important to note that the exact list of devices and appliances that a 30kva generator can power depends on the specific power requirements. ​

How do I click & collect?

The product(s) that you want must be in stock. Add the product(s) to your basket and then click on ‘Go to checkout’. Click on the till icon that says ‘Pay in store’. Fill in the required information and click on ‘Place order’. You'll see an order confirmation page and you'll also receive an order confirmation email.

My payment didn't go through. What do I do?

Try to process the payment again or try another method of payment like PayPal.

If you are experiencing problems with card authentication (3D Secure) then you'll need to contact your bank to resolve this. The checkout is on your bank’s website at this stage and your bank send you the authentication code, so we have no control over this.

The most common reasons why a payment won't go through are:

• You took too long to complete the transaction
• Your bank declined the payment due to a high order value. You'll need to contact your bank to resolve this.
• You didn't enter the exact name that's on the card and/or the correct billing address that the card is registered to
• Poor Internet connection

How can I get in touch with you if I need assistance?

We’re here to help, and it’s easy to get in touch with us! You can reach out via the chatbot on our website (we aim to respond quickly). Alternatively, you can call us during business hours (Monday – Friday, 9:00 AM – 5:00 PM) or email us at sales@craftmasters.co.uk We’re always happy to assist with any questions or concerns!

RETURN AND REFUNDS Policy

Craft Masters - Returns and Refund Policy

Effective Date: 3/1/25

At Craft Masters, we want you to be completely satisfied with your purchase. If for any reason you are not, we’ve made the return and refund process as simple as possible. Here’s everything you need to know.

1. Returns: 

If you’re not happy with your purchase, you can return most items within 14-days of receipt. We want to make sure you’re fully satisfied with your product, so we offer a flexible return policy.

Do you accept returns?

Yes, I accept returns for defective and non-defective products.

Return Eligibility:

To be eligible for a return, your item must:

• Be unused and in new, resaleable condition.
• Be returned in its original packaging.
• Be within the 14-day return window from the date you received it.
• Proof of purchase (e.g., receipt or order confirmation) is required.

How to Start a Return:

1. Contact Us: Reach out to our customer service team at sales@craftmasters.co.uk and let us know you want to return your item.
2. Return method: By mail
3. Return Authorization: We’ll provide you with a Return Authorization Number and further instructions on how to return your product.
4. Ship the Item Back: Send the item back to us, and be sure to use a trackable shipping service. Return shipping costs are the responsibility of the customer unless the return is due to an error on our part (e.g., damaged or incorrect items).
5. Return label: Included in the package.

Important: We recommend keeping the tracking number for your return shipment, as Craft Masters is not responsible for lost or damaged returns in transit.

2. Refunds: When and How You’ll Get Your Money Back

Once we’ve received and inspected your returned item, we’ll notify you about the status of your refund.

• Refund Processing: Refunds will be issued to the original payment method used for the purchase.
• Refund Timeframe: Once we approve your return, we will process your refund within 14 business days. Depending on your payment provider, it may take an additional days for the funds to appear in your account.
• Refund Delays: If your refund hasn’t been posted within 15 working days, please get in touch with us at sales@craftmasters.co.uk for assistance.

Bank Processing Time: Please be aware that it may take additional time for your bank or credit card company to process and post the refund.

3. Non-Returnable Items

Some items are not eligible for return, including:

• Customized or personalized products 
• Opened or used consumable products 
• Hazardous materials

4. Damaged or Defective Items

If you receive an item that is damaged or defective, please contact us within 7 days of receiving your order. We will arrange for a return or refund, depending on your preference.

• If your item is damaged or defective, Craft Masters will cover the return shipping costs.

5. Exchanges: 

• We do not offer exchanges on any of our products.

Alternative Solution:

• If you are unhappy with your purchase, you can return the item for a refund, as long as it meets the return policy requirements. Once refunded, you can place a new order for the item you want.

Need Help?

• If you need assistance with this process, simply contact us at sales@craftmasters.co.uk

6. Restocking Fees

Some items may be subject to a restocking fee if returned:

Restocking fee: £5.99

Any applicable restocking fees will be clearly outlined during the return process.

7. Get in Touch

Have questions or need help with a return? Our customer service team is here to assist you:

Business Name: Craftmasters

Monday to Friday: 9.00am - 5.00pm GMT

Email: sales@craftmasters.co.uk 

Call Us: +44 7446166736

Address: 293 Lewisham High Street
London, SE13 6NL