TERMS & CONDITIONS
Everything you need to know to place orders with us!
By placing an order with us - purchasing a video tutorial, booking an online workshop or purchasing goods - you agree to our terms & conditions outlined below.
Please note that these do not affect your statutory rights.
If you have any question at all, please don't hesitate to contact us, we are always happy to help and guide you!
ORDERS, PAYMENTS, DELIVERY,
RETURNS AND REFUNDS
ORDERS
You can book workshops, purchase video tutorials or purchase goods online, via our website. For custom handcrafted goods, please see the Custom Items section further down.
We also accept orders via phone and email. Upon taking your order, we will send you an invoice with a link to make your payment.
PAYMENTS
All debit card payments - either made via the website or via a direct link on your invoice - are processed by SumUp.
We also accept bank transfers.
Full payment must be made before goods are dispatched.
Access to video tutorials and members-only pages is only granted once the payment is made in full.
​
DELIVERIES
We aim to dispatch the good within 2 working days of the order being settled. Non-standard items - such as customised kits - may take a little longer to prepare.
We are more than happy for you to pickup your order if you prefer. Contact us in advance to arrange a time that is suitable for you and us.
Custom handcrafted items are subject to special conditions highlighted below.
We will ship the goods via Royal Mail or Courier, depending on size and weight.
We are happy to discuss any delivery requirement with you. Please don't hesitate to get in touch should you require any assistance.
You must ensure that you are present to receive the goods, or make alternative arrangements. If the items are returned to us due to failure on your part to receive the goods, the delivery charge will be applied, and a charge for re-delivery will be applied to resend the goods.
We are currently not shipping any goods outside of the UK.
Should a delay or failure to perform occur, and be due to any cause or circumstance beyond our reasonable control including, but not limited to, fire, flood and other acts of God, strikes, riot, accident, disruption to energy supplies, civil commotion, acts of terrorism or war, we shall not be deemed to be in breach of contract or in breach of these Terms & Conditions.
RETURNS & REFUNDS
Refunds related to online workshops and video tutorials are detailed in the sections below.
​
If your order arrives damaged or incorrect, please contact us within 2 days of received of the goods. We will endeavour to replace faulty items, or to refund them should they be out of stock.
​
If you make an error when ordering or would like to cancel your order, please contact us as soon as possible upon placing your order. If you cancel your order before the goods are dispatched, you will receive a full refund.
If you need to amend your order, we will cancel the current order and you will subsequently be able to place a new order.
​
You have the right to cancel your order up to 14 days after receipt of your goods. All items must be returned to us within 14 days of your cancellation, unopen, unused and with their original packaging. The postage for returning goods that are neither incorrect nor faulty is at your cost.
​
​
CUSTOM ITEMS
DEFINITION & PRODUCTION
Custom items are handcrafted items tailored by CraftyMoo according to the specifications you provided.
These custom items can take many shapes. It can, for example, be an item in a different colour than any offered in the relevant range in the webshop. It can also be an item that is available to purchase in the shop, but for which you would like a personalisation with the name of the recipient.
It can also be a fully customised piece that we will design from scratch according to your specifications, requirements and taking your feedback into account during the designing process.
​
By their nature, custom items are not in stock and require time to be produced. We advise you to place your orders and define your requirements as soon as possible, especially during busy periods such as Christmas.
As a result of the production time, custom items take longer to dispatch than regular items. The quote and the invoice we send you will specify an indicative timeframe. We will aim to achieve that timeframe, but several factors - including but not limited to procurement of materials, drying or curing - may affect the timeframe.
We will aim to keep you updated very regularly regarding the progress and the estimated shipping time.
HOW TO ORDER
Requests for simple customisations, such as a different colour or the addition of a name can be easily requested via email.
Some items may be already flagged as customisable in the shop, and you only need to specify name and/or colour in your order notes.
If you have any doubt, please don't hesitate to contact us so we can clarify your request with you.
Similarly, if we have a doubt, we will contact you to make sure that we have understood your request and make the necessary adjustments upon clarification.
​
For more complex customizations or items designed from scratch, we will send you a quote. You may raise any query at this point, request any adjustment to the specifications. The quote will be updated to reflect the new requirements.
Upon acceptance of the specifications and the quote, we will send you an invoice. Payment must be made in full before the process starts.
​During the crafting process, we will keep you updated regarding the progress. Should we require feedback from you during the process, we will email you with suggestions, questions and potentially pictures.
​
Our aim is to produce a piece that you're delighted with. Communication and exchange are key for a successful custom piece. We want to hear from you! :)
RETURNS & REFUNDS
Orders for custom items can be cancelled and fully refunded as long as Crafty Moo hasn't purchased any material to craft said items and/or started the production process.
Should you wish to cancel your order after materials are purchased, you might be entitled to a partial or full refund, at our discretion, depending on the nature of the work commissioned from us. We will provide you with a cost breakdown and discuss all relevant aspects of the materials purchased.
Should you wish to cancel your order after the production process has started, you will be liable for the cost of the work carried out up to the cancellation, and the materials used.
Custom items can be returned and refunded if deemed faulty or not in accordance with the specifications.
​
POSTAGE & DELIVERY
Custom items are more sensitive, due to their very unique nature.
We will recommend higher levels of postage in our quote, to ensure a smooth delivery.
Pickup at our premises is also an option. You will need to contact us to arrange a suitable time.
Depending on location of delivery and value of the item, we might also agree on a drop-off, at our discretion, for the Sheffield or Doncaster area. Don't hesitate to enquire!
ONLINE WORKSHOPS
ATTENDEES
Online workshops generally have 1 to 3 attendees. They're bookable as classes on the online workshops page.
We may change the allocation of spaces for each workshop depending on demand or technical restrictions.
ACCESS TO THE CONFERENCE
A link will be emailed to you after your booking. We use Skype Meet Now, Google Hangouts, FaceTime, Whatsapp, Zoom, etc.
For your first workshop, we recommend to contact us shortly after your booking in order to arrange a 5-minute test to ensure you are all set up for the day of your workshop.
If you don't contact us, we will assume that all technical requirements are met.
REFUNDS & RESCHEDULING
We understand that plans change and unforeseen circumstances happen. Should you be unable to attend the workshop, please contact us at the latest 72 hours before the start of the session to cancel or reschedule. By contacting us in that timeframe, you will be eligible to either a full refund or a rescheduling.
After that window, we can't guarantee a full refund if costs have been incurred for the workshop (purchase of materials, for example), and you will be offered to reschedule the workshop to a later date.
In case of a no-show, you are not entitled to a refund nor a rescheduling.
We do understand that unforeseen circumstances happen though, and we will endeavour to find a suitable solution for your situation. Don't hesitate to contact us to discuss your workshop, we want to help!
CRAFT KITS
Ensure you purchase your kit in plenty of time to allow it to arrive in advance of the workshop. Due to the current challenges inflicted on postal services by Covid-19, we recommend to order your kit a week before your workshop.
Should the postal services experience issues and the kit be delayed, you will be offered a rescheduling, and we will endeavour to rebook you as soon as possible.
Please get in touch with us if you haven't received your kit 2 days before the workshop. We'll schedule a "just in case" alternative (if the kit arrives on time, the workshop will take place at the original time; if it doesn't, the alternative session will be used).
SETUP
The workshop area falls under the sole responsibility of the customer. You must ensure the area used is well-protected. Crafty Moo shall not be held liable for any damage incurred. Ensure that all supplies and preparations are done in advance of the workshop, in order to ensure a prompt start.
WORKSHOP DURATION
An approximate duration is indicated on the Online Workshops page. Our objective is for you to enjoy your workshop and have a great time. We will not rush you if the workshop goes beyond the usual time, nor will we charge extra. It's important to us that you have the best experience possible.
As a result, please ensure you allocate enough time for your workshop :)
FACE-TO-FACE WORKSHOPS
GROUP WORKSHOPS
ATTENDEES
Face-to-face workshops at Crafty Moo, Hobbycraft or Pipistrelle Studio's generally have 1 to 6 attendees. They can be booked via the website or directly by contacting us. A deposit or the full upfront payment will be required.
We may change the allocation of spaces for each workshop depending on demand or complexity of the workshop.
Group bookings work differently - the number of attendees will be specified on the workshop agreement. The number of attendees can be adjusted as per the conditions detailed on the quote and workshop agreement, and you will be required to pay any difference in pricing.
ACCESS TO THE VENUE
Details of the venue and access will be detailed on the workshop agreement or the confirmation email.
Crafty Moo and Pipistrelle Studios are not liable for any damage incurred during the journey of the attendees to the workshop, nor for the damage that may occur on vehicle and other possessions such as your vehicle during the workshop. During workshops at Hobbycraft, you are held to the rules detailed by the landowner. Notices are posted throughout the car park.
REFUNDS & RESCHEDULING
We understand that plans change and unforeseen circumstances happen. Should you be unable to attend the workshop, please contact us at the latest 72 hours before the start of the session to cancel or reschedule. By contacting us in that timeframe, you will be eligible to either a full refund or a rescheduling.
After that window, we can't guarantee a full refund if costs have been incurred for the workshop (purchase of materials, for example), and you will be offered to reschedule the workshop to a later date.
In case of a no-show, you are not entitled to a refund nor a rescheduling.
We do understand that unforeseen circumstances happen though, and we will endeavour to find a suitable solution for your situation. Don't hesitate to contact us to discuss your workshop, we want to help!
​
The above paragraphs only apply for workshops attended by individual, families, etc, at Crafty Moo, Hobbycraft or Pipistrelle Studios. Group bookings have different conditions that will be detailed on the workshop agreement.
​
SUPPLIES
We provide all the required supplies such as Powertex, paint, base, pigments, brushes, etc.
For group bookings held on site, we will require access to water and an electricity outlet for the heat guns.
If you have a specific piece that you would like to decorate during the workshop (for example, we've had several people wanting to decorate a bottle of theirs, that they had kept specifically for this purpose), it can be accomodated. Please get in touch in advance with us, to double check suitability. We want to avoid disappointment!
REFRESHMENTS
Tea and coffee are provided for workshops at Crafty Moo and Pipistrelle Studios. Whilst efforts are made to avoid cross contamination, products containing gluten are used in the kitchen. Please speak to us before your workshop.
VIDEO TUTORIALS
ACCESS TO THE VIDEO TUTORIALS
The video tutorial is accessible through our website only. In order to access the video, you need to login with the account used to purchase access to the video.
These videos cannot be downloaded
REFUNDS
All video tutorials sales are final. Once access to a video has been purchased, you gain instant access to the page where the video is hosted. There are no refunds for online tutorials.
OWNERSHIP
The tutorials remain the intellectual properly of Crafty Moo and Powertex Sunday. You may not redistribute, resell, reproduce or re-use commercially any of our workshops, whether fully or partially, in any way shapre or form.
EQUIPMENT
The workshop area falls under the sole responsibility of the customer. You must ensure the area used is well-protected. Crafty Moo shall not be held liable for any damage incurred. There's not limit in time, you are following the steps at your own pace and can pause the video when you require.