The British Craft House is a marketplace and as such when you buy on TBCH, the sales contract is between each individual “seller” and “you”, the buyer. TBCH provides a service to facilitate that contract but is not responsible for it or its fulfillment.
Please note that if your order is being posted outside mainland UK, you (or the recipient) may have to pay customs or VAT charges and a handling fee. The seller is not responsible for any charges or fees that may incur.
Return of faulty goods.
You have a right to return goods if they develop a fault up to six months after receipt of the goods. Depending upon the circumstances, you may be entitled to a repair, replacement or a full or partial refund. Please contact the seller via the “contact” button in their shop to discuss.
If the item has been posted but is lost in transit, the seller should provide a refund or re-deliver the same item. Please contact the Seller via the “contact” button in their shop to report a lost item.
In the rare event of a shop not delivering the goods please contact them for a refund.
Seller not responding?
If you have not heard from the seller within a few days of contacting them, please let us know and we’ll do our best to help! Our email is [email protected]
If they do not respond in a reasonable time scale, you should claim for a refund from your Credit Card provider.
Please ensure that you have read the T’s & C’s in the shop that you are buying from regarding dispatch times and delivery methods.
We would expect for your buying journey to be seamless, from your arrival at the website to your purchased goods arriving at your door.
In the extremely rare event of a shop not delivering the goods, we recommend that in the first instance that you contact the Seller to see if there has been a problem. If you have a tracking number then check this to see if your parcel has been delayed or lost by the Post Office. The Seller will want this to arrive with you as much as you do so we ask for your patience, especially if it is an issue beyond their control.
Should there be an instance where you need to cancel the order, you can request a refund from the seller, you can do this using the ‘Ask a Question’ button in the vendor’s shop on this site.
Please make sure you inform TBCH via [email protected] so that we can take action.