How do I contact the seller?

Any questions regarding a shop item should be made directly to the Seller. Go to the shop page and there is an “Ask a Question" button.

When will my item arrive?

For delivery and dispatch times please refer to the individual shop policies.

If you are unsure, please contact the seller directly from the “Ask a Question" button in their shop.

Many items on TBCH are made to order, just for you, and can take up to a few weeks to make. Please check you are happy with the dispatch times before ordering. Also be aware that dispatch times for these items may increase during Seasonal buy periods. So buy in advance of your occasion if you can!

How do I leave Feedback?

You go to the product page of the product you bought and then scroll down you will see reviews at the bottom if you click on that, you have to be logged in and you can leave a review that specific product.

How do I cancel, return, exchange an item or ask for a refund?

If you are not entirely satisfied with your order, you have 28 days from the date of purchase to cancel, return or exchange your item. All items must be returned to the seller in the UK. Please see Refund section for a list of non-returnable items.

Please refer to our Returns page for more information.

I haven’t received my order yet?

If you haven’t received your item after a few days (UK) or 14 days (international) please contact the seller directly from the “ contact” button in their shop.

If you do not hear from the seller within 3 days of contacting them, please email us at help@thebritishcrafthouse.co.uk and we will do our best to help. 

I can see an item but can’t seem to purchase it!

There are a number of possible reasons why you cannot proceed to purchase. 

  1. You have not filled out all the mandatory information boxes, so your order won’t submit.
  2. Seller does not ship to your address outside the UK
  3. The seller is on holiday and the shop is set to holiday mode.

If you are unsure please use the “Ask a Question" button in their shop. If you are having problems feel free to email us at help@thebritishcrafthouse.co.uk and we will be to help you.