FAQ's - Crafty Cutter
|General||Account Information||Printed Vinyl||Delivery|
The item I want is not in stock
If you cannot see the item you want in stock, then there is a couple of ways to go about this. You could either message us through facebook or email (firstname.lastname@example.org) to let us know that you're in need of this product and we can see if we just simply need to update the stock levels. Alternatively you can enter your name and email address in the box on the same page which will then give you an automatic update when the item is back in stock.
I am having trouble with cutting my vinyl
We have support groups on facebook full of lovely people who would be more than happy to help you with any form of question you have about any troubles.
Cricut Support Group Click Here
Brother Scan 'n Cut Support Group Click Here
Silhouette Support Group Click Here
Is the HTV safe for baby clothes and has it been tested?
All of our HTV is REACH compliant and free from heavy metals, formaldehydes, asbestos and organic tin compounds. This has been tested from a company called SGS, who are renowned for testing products all around the world.
Our vinyl range are safe to use on baby and children’s clothing, having the CIPSA certification. It is also EN-71 certified.
How does the point system work?
The points system is a little tricky, you need to accrue a minimum of 10,000 points before you can use them. These can then be used at checkout where you will have a little box just above the delivery rates section asking if you wish to redeem the points.
I cannot access my account
If you have been a previous account holder since our old website and you haven't accessed your account since we have moved then you wont be able to access your account. We had to scrap all original accounts and users have had to set up as a new customer. If you cannot remember your password then simply click on 'Forgot my password' and follow the steps.
I have missed something off my order
This is not a problem, we would suggest either ringing us up or emailing us (email@example.com). As we have multiple postal collections, the sooner you get in touch, the better. If your order has not been picked and is not already packed in the postal bags, we can locate your order to cancel it and refund you in full. You can then place a fresh order with the forgotten items required. Please note, this will need to be dealt with before 12pm to be dispatched same day (Monday - Thursday). If the order has not been cancelled and a new order placed before 12pm, the original order will be dispatched as normal.
What is the HTV Transfer Mask
HTV Transfer mask is a must for when it comes to HTV Printed Patterned Vinyl. Please read our full guideline HERE
I need my printed vinyl bigger than A4 size
This is not a problem at all. You will need to either ring us or email us with your request. We can only do them in Mini Roll sizes which is double the size of an A4.
How long does it take to process my printed vinyl?
Printed vinyl is in such popular demand that it could take more than a day to get your order processed intime for that days dispatch time. It is classed as a first come first served basis on the prints. We aim to make sure it doesnt take any longer than 2 days processing time for the vinyl.
I have got a design in my head but I can't find what I'm looking for
If you have had a look through our selection and still can't find what you are looking for, we are more than happy to help to try and find a design which we can print which is not on the website. You will need to contact us through either Facebook or Email (firstname.lastname@example.org) so we can assist you further.
My delivery address is wrong once I checked out
You will need to alert us instantly if you have seen that this has just happened. We would recommend Ringing us as this would be the best way to get through to someone the quickest way possible. We can then change the delivery address manually to correct it.
What are the dispatch times?
We aim to dispatch your order same day with any orders before 12pm. Unless you're ordering printed vinyl (which is explained above). Please note we are closed on a weekend and orders placed after 12pm on Friday eill
What is the 'Express Courier' option
We use royal mail to deliver all of our orders, this has a set limit to 2kg. If your order is above 2kg it will need to be sent out via a different service which accepts a higher weight parcel.
Is there free delivery?
Yes there is. Your delivery is free with orders over £100. This will usually be sent first class tracked with an express courier (however this is not guaranteed).
Can I come and collect my order?
We're more than happy for you to come and collect your order to save yourself on the delivery cost. You simply just need to place your order as normal online, however We will need you to get in contact with us before hand so we can arrange a unique code to cancel off any delivery fee's.