FAQ

Can I cancel my order?

All cancellations must be in writing and e-mailed to sales@neemacrafts.com

Should you receive the goods before you cancel your contract then you must send the goods back to our contact address at your own cost and risk. If you cancel your contract but we have already processed the goods for delivery then you must not unpack the goods when they are received by you and you must send the goods back to us at our contact address at your own cost and risk as soon as possible. 



Once you have notified us that you are cancelling your contract, any sum paid to us will be re-credited to your account as soon as possible and in any event within 30 days of your order PROVIDED THAT the goods in question are returned by you and received by us in the condition they were in when delivered to you. If you do not return the goods delivered to you or do not pay the costs of delivery, we shall be entitled to deduct the direct costs of recovering the goods from the amount to be re-credited to you. 


 

How can I contact Neema Crafts?

If you need to contact us, please email sales@neemacrafts.com. Alternatively you  can telephone us on 01225 429576 or write to Neema Crafts, 45 Prior Park Road, Bath BA2 4NF.

 

Why hasn’t my order arrived?

Your courier will automatically make three attempts to deliver your parcel, usually on consecutive days, before returning the parcel to the depot to await further instructions. If you have missed the first attempt, they will leave a card notifying you of the next delivery date.

In most cases, your courier will also leave a contact number so you can get in touch directly to reschedule your delivery at no extra charge.

Alternatively, if you have not requested recorded delivery, the courier will leave your parcel in a ‘safe place’. A safe place is one identified by you in your the delivery instructions to us that enable a courier to collect or deliver your parcel even if you're not in. It should be dry and secured from public access but still easily accessible to our courier. Typical examples include a shed, greenhouse or porch.

If you still cant find your parcel, please contact us quoting you order number. We’ll reply within 48 hours and will do our best to locate your parcel straightaway.

 

Have you received my returned item(s)?

We’ll send you an email to let you know when we’ve received your item(s). If after 10 business days we haven’t been in touch, please do contact us on sales@neemacrafts.com

 

An item is missing from my order. What should I do?

Check your dispatch note first (the form inside your box or bag) to see a list of the exact items that should be in your parcel. If something is listed but not in your parcel, please contact us.

 

Why has my order been cancelled?

During busy periods, such as Christmas, demand may outweigh the amount of stock we have and we may not be able to fulfill your order. If this is the case, we will let you know as soon as possible.

 

Which forms of payment do you accept?

We accept the following methods of payment: Visa, MasterCard, PayPal

When entering your card details please ensure that you check the following:

  • You have entered the correct card type (e.g. Mastercard, Visa)
  • You have entered your card number correctly (this is the longest number on the card’s front)
  • You have used the correct cardholder’s name
  • You have entered the start and expiry dates correctly

If you experience problems with entering your payment details please contact us.

 

I am experiencing technical problems – what should I do?

Contact us and we will be happy to help.

 

Can you post my order overseas?

Yes we will be happy to post your item to any region within Europe, but please do be aware that extra delivery charges will apply.

 

How can I donate to the Neema Crafts Workshop charity? 

If you would like to make a donation to the Neema Crafts Workshop Charity (Reg charity number: 1117305) please click here.