FAQ

In light of the COVID-19 (Coronavirus) pandemic, we wanted to give you an update to let you know what we’re doing here at LoveCrafts. In line with government guidance, we are continuing to operate from our warehouse both in the UK and USA. For the time being, online retail is still open and encouraged. Stricter lockdown measures are in place around the world to tackle the spread of coronavirus - everyone has a part to play in slowing it down.

Extra procedures are in place to support the health and wellbeing of our LoveCrafts makers and our community at large. And we're working closely with our couriers to ensure that this is monitored across the entire journey of your order. Postal and delivery services are operating around the world, there are some minor delays in some parts. 

For many of us, crafting provides an important lifeline to cope with uncertainty, loneliness, and sometimes long-term medical conditions. We wanted to reassure you our warehouse is still open, and we have plenty in our stash. We're doing all we can to get craft supplies to you safely and effectively, at a time when many of us need them most.

Love and craft care,

The LoveCrafts family

Can I place an order? Will LoveCrafts still deliver my parcel?

Absolutely, LoveCrafts is continuing to serve our makers globally. In line with government guidance, we are continuing to operate from our warehouse in the UK. For the time being online retail is still open and encouraged and we’re working hard to get your crafting supplies to you effectively, whilst keeping everyone safe.  

Are delivery times affected?

Currently, we’re operating as normal in the UK and are working hard to continue to deliver our parcels of joy to you, whilst also protecting the health of our team. 

Orders are being processed and dispatched from our warehouses as normal. However, some of our carriers are experiencing delays shipping goods internationally. There are a couple of reasons this is happening. Some carriers are experiencing customs delays, some are operating with reduced staffing, and many are experiencing increase in volume with everyone now shopping online. Shipments within the UK are unaffected at present, but we are seeing delays in some international locations. Please be patient as we work with our carriers to get craft supplies to you as fast as possible.

We've temporarily suspended taking orders from the countries below due to restricted border access and Royal Mail suspension. We're very sorry about this and we'll be sure to let you know as and when this changes here in our FAQs page.

Is it safe to receive packages?

Parcel deliveries are classified as safe. You can find the latest information on COVID-19 for the UK Government and The World Health Organization. 

 Am I able to reduce contact with the driver when they deliver my order?

Yes, all of our signed-for carriers will be taking extra precautions to protect you and their delivery drivers. Find out how our couriers are responding to the pandemic in the links below: 

Hermes

https://new.myhermes.co.uk/coronavirus.html

Royal Mail: 

https://www.royalmail.com/coronavirus

DPD:

https://www.dpd.co.uk/content/products_services/service_updates.jsp

 What are you doing to keep your employees safe?

On 16th March our office staff made the shift to work from home and have been encouraged to stay home as inline with the government guidelines. In the warehouses, our teams have put in extra safety measures; monitoring the health of every staff member, ensuring those who have travelled have plenty of quarantine time before they return to the warehouse, doubling the cleaning efforts and implementing social distancing.

What’s your current returns policy?

Didn’t love everything you ordered? No problem, it happens! If for any reason you need to return something, we’ll happily refund you. We’ve temporarily extended our return policy so you can now return any new and unused products within 90 days. As soon as our lovely warehouse team has received your products in resalable condition, we will issue you a refund for the costs of the goods. Find out more about our returns policy here

I have a question, how do I contact you?

Please check our Help Centre for answers to your most common questions. Due to COVID-19 and many more makers crafting, our lovely Smiles team are totally inundated. If your question can wait, our head of Smiles, Aoibhinn, will do a little happy dance while she continues recruiting and training more Smiles agents to help. If you’d still like to get in touch with us, we’ll get back to you as soon as humanly possible. Please allow 3-5 working days. Thank you so much for your patience and understanding, you makers are amazing.