Terms and Conditions
All product prices are in £ sterling and include UK VAT at the appropriate rate. Prices are valid for the duration of the time that they are displayed on the webshop and promotional discounts may be limited to stock availability on an item. Coupons or discount codes are valid for a fixed period of time which is stated at the point that they are issued. If a discounted item is returned for a refund, it will be processed at the original price charged on the customer’s invoice at the time of purchase.
Copyright
Craftmill Ltd, Trading as Urns and Memories authorises you to view and use the images and text on this site solely for your personal use. The content of this site such as text, graphics and images, are protected by copyright under both UK and foreign law. Unauthorised use or copying of the materials on this site and any leaflets or literature issued with products may violate copyright and trademark laws. Delivery prices are detailed separately when you enter your postcode during checkout.
Secure Online Credit/Debit Card Payments
You can select your preferred method of payment during checkout. Goods can be paid for online using your debit or credit card or using your PayPal account.
Payments by card are securely processed and protected by Paypal Card Services, which should remove any concerns you may have about purchasing using your card or account online. We do not have any access to details which are provided by yourself to these banks. Our site uses SSL certificates to offer secure communications by encrypting all data to and from the site.
Other Payment Options
Alternatively you can pay by BACS. Please contact us by email support@urnsandmemories.co.uk if you need to pay by BACS bank transfer so we can assist.
Please quote your order number in any conversation or correspondence.
Delivery – UK and International
A choice of delivery services to the UK are offered as you checkout and estimates of delivery dates are provided with each service. We despatch your goods the same day Monday to Friday (excluding bank holidays) if you order by 1pm. Final delivery is in the hands of the 3rd party delivery company that you choose.
Standard Delivery takes approximately 2-3 working days to UK mainland postcodes. These delivery windows are approximate and not guaranteed.
If you live outside of the UK, please contact us by email for your choice of delivery services and costs. Customs charges and taxes may apply on delivery to some locations.
If you live in the UK and need your goods for a tight deadline please choose Express DPD delivery as that is a priority service.
Please note we are not liable for any losses experienced due to an order arriving after the estimated delivery date. If an order does not arrive on time due to a situation out of our control – such as extreme weather conditions, we will not provide a refund of delivery charges.
If you require specific timed Express delivery services, please contact us by email.
Important information regarding Non-delivery Surcharges
In the event of attempted delivery of an item by Royal Mail or courier, a calling card with be posted through the letterbox of your home if you are not in. It is your responsibility as the customer to make contact with the telephone number provided on this card to rearrange your delivery within the time stated on the calling card. Contact must be made at the earliest opportunity to avoid the parcel being returned to us unclaimed as this may result in redelivery charges being applied to your order.
If you have already placed your order and need to contact us about a problem with delivery, please email support@urnsandmemories.co.uk or if you need an immediate answer please call 0161 484 5888 (9am-3pm Monday to Friday).
Limitation of Liability
Craftmill do not accept liability for any damage to property or possessions, loss of earnings or physical injury which may arise in the use of our products or in the late delivery of our orders.
Contract Obligations and Stock
To purchase any of the items on our website, add the items to your shopping basket and proceed through the checkout process. Following payment, you will receive an e-mail confirming the details of your order.
A contract is deemed to have been agreed/completed between Craftmill and the purchaser, at the point that the order is physically shipped by courier or mail to the customer. Until that point, either party may decline to proceed with the order and either party may instigate a refund of the order if the decision is taken to not proceed.
Should an error occur on the site in terms of pricing point or product, Craftmill are not obliged to supply the goods at the stated price and will cancel and refund the order in full.
All items offered on our website are subject to availability. We monitor sales and stock levels very closely. Very occasionally, due to unexpected high surges in demand, we will be out of stock of a product but rarely for more than a few days. Normally this will not affect the expected delivery date as we always upgrade the postal service on any delayed item when it comes back into stock to ensure we meet our delivery estimates. If we cannot deliver on time for any reason, we will contact you quickly to offer you alternative product options or a refund.
During peak sales periods we may very occasionally sell out of an item and if the stock cannot be replenished by our distributor, at that point we are not obliged to fulfil the order and will instead offer alternative products or we may offer a refund. We will always get in touch promptly to discuss this.
We reserve the right to refuse supply to any customer who has been abusive to any member of our staff. We also reserve the right to limit the quantity of stock that any individual may purchase alone in order to ensure fair supply of stock to our wider customer base.
Cancellation and Returns
You may cancel your order by telephoning 0161 484 5888 (9am-3pm monday-friday) or emailing support@urnsandmemories.co.uk before the item has been despatched. If you do so, you will be refunded in full.
If your order has been shipped and you have been supplied with the correct goods – which accurately match the details advertised on our site – but you have changed your mind and do not wish to keep them, you have the right to cancel your order within 28 days of placing your order. Please contact us by email to discuss the return of the items within this specified time frame.
Wherever possible, goods should be checked within 7 days of you receiving them for defects. If your product is damaged or defective, for speed, please email a photograph to us support@urnsandmemories.co.uk
Goods which arrive back in fully saleable condition within 28 days of purchase will be eligible for a full refund of the original product costs.
You are under a duty to take reasonable care of the goods to ensure they are repackaged safely for reposting in order that they are returned to us in a saleable condition. The goods must be returned using Royal Mail or courier and we would recommend for your own protection that you use a recorded delivery service or obtain a proof of posting.
Craftmill may cancel any order and refund up to the point at which the order is physically shipped for the reasons stated in our Terms and Conditions.
Non-Receipt of Order
Any claims of non-receipt of an order must be notified within 28 days of the recorded despatch date. Please notify any non-delivery or late delivery by contacting us at support@urnsandmemories.co.uk For any delivered order, any shortages must be reported within 7 days of receipt of the order.
Complaints Procedure
We aim to exceed your expectations in all areas of customer service. In the event of a complaint or problem regarding the goods or services supplied, please contact us :
support@urnsandmemories.co.uk or telephone us with your complaint on 0161 484 5888. Our normal office hours are Mon-Fri from 9am-3pm. We will always rectify any problem to your full satisfaction.
Statutory Rights
These Terms and Conditions do not affect any of your statutory rights.
Craftmill Ltd is VAT registered. VAT number 923114167
UK Registered Company. Registration number 6422859
Federation of Small Business Membership Number 2142984
