FAQ

Why does everything look different (again) and why can't I log in?

Fires off, sorry for the inconvenience. We have recently rebuilt our website from scratch to make it more secure and, we hope, more user friendly. Unfortunately that means that all of our previous member details can no longer be accessed. We have chosen not to import our previous mailing lists too, so that we can start fresh and let people subscribe to the new site only if they want to. Don't worry, it's quick, easy and free to subscribe to this new website and we think you'll be happy with some of the new bells and whistles we've added, which include a new wish list setting and also a members forum for you to use to connect with like minded crafters and share projects and know how. 

 

 

Covid and your orders

During this global pandemic we are doing our best to carry on as normal whilst protecting ourselves and others. Unfortunately, because of the current problems that Covid is causing there may be delays in deliveries. I will be working hard to get your order out to you as quickly as possible, usually posting out on the same day if orders are made before noon or the following day if later. Once I’ve posted your parcel, and it’s with the delivery service, I can no longer control delays, and, as such, I have seen several cases of slow delivery. I can only apologise for this and ask that you allow a few more days for delivery. If you do need your items sooner then please contact me before ordering and I can look into possible next day options, these will cost more though so, if time isn’t too much of an issue, I’d still recommend our standard delivery.

 

How do I order?

Please browse through our site and add items to your shopping basket. Discounts will be applied to the basket total according to quantity and product range ordered. Discounts are indicated for each item where applicable.

We recommend that you sign up for an account in order to take advantage of the many members benefits, including access to a wish list, previous orders and members forum. This is free and simple to do, taking only a few moments, and gives us just the information we need to send out your purchases. Your information is kept securely and is used only for sending out your orders. It is not used in any other way so if you want to be kept up to date on any offers or new products you will have to sign up for the newsletter and blog separately if and when available.

 

How can I make payments?

Payments can be made by PayPal or through the wix payment portal where you can pay using a selection of credit and debit cards.

Do I have to pay extra for packaging?

No, we cover the charge of packaging, you just have to pay for delivery. We are constantly striving to maintain and improve our competitive pricing structure. We take great pride in getting your package to you in tip-top condition using adequate and appropriate packing, we do not charge you for packaging supplies and try to offset this by recycling our packaging as much as possible, keeping the prices down for you and helping out the planet where we can!

 

Do I have to pay for postage, and how are postage prices worked out?

Prices are worked out by weight and further details are given below. This is the current myHermes price list and so may change as and when their prices change. If this happens we will let you know and update the list on the site.

We have put quite a bit of research into finding affordable and reliable postage and have settled on myHermes as our primary courier* because of their low prices and their expansive network. In order to get you the best prices and the fastest delivery we will be dropping off deliveries in person to our closest myHermes collection point (this also helps me reach my 10000 steps a day).

* We may on occasion use royal mail for deliveries if it works out better for our customers, with the method of delivery being determined by final order weight, speed of delivery and customer location.

Below is a list of myHermes’s postage costs.

              WEIGHT BAND             PRICE INC. VAT

Between 0-1kg             £2.95

Between 1-2kg              £4.40

Between 2-5kg             £5.80

Between 5-10kg           £6.89

Between 10-15kg         £8.60

Do you send items to more remote areas of the UK?

Yes, we do also have the option to send items to remote areas of the UK –  those areas with postcodes beginning IM, HS and ZE. These areas will incur an added cost of £2.40 per delivery though.

 

How long does it take you to dispatch my order?

We aim to offer a fast service, processing and dispatching orders within 2 working days.

Orders received after 4pm are deemed to have been received by us on the following morning.

Orders received after 4pm on Saturday are deemed to have been received by us on the following Monday morning.

 

What if there are delays?

If there is going to be a delay in dispatching your goods (eg. Commissioned orders being made especially for you), we will let you know and advise you of the expected dispatch date.

 

How will I know when my order has been dispatched?

We will email you and let you know when your order has been dispatched.

What if I’m not in to receive my package?

Smaller items will be provided in packaging suitable for posting through a letterbox. Larger items will be sent by courier. In most cases, if you are not in to receive your package, your courier will leave a contact number so you can get in touch directly to reschedule the delivery. Note: As myHermes couriers are self-employed they are not obliged to leave a contact number. The courier will automatically make three attempts though 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.

Alternatively the courier will leave your parcel in a ‘safe place’. A safe place enables a courier to deliver your parcel even if you’re not in. It should be dry and secured from public access but still easily accessible to the courier. Typical examples include a shed, greenhouse or porch, or with a neighbour. To find your closest myHermes collection point please check adding your postcode to the “Find a Parcel Shop” section of their home page at www.myhermes.co.uk

If all avenues are exhausted the parcel will be returned to us and your monies refunded minus the original carriage costs.

In the event that an order is in excess of £40 it may be necessary for a signature to be obtained as proof of delivery, we at Beltane Gifts will cover the extra cost of this service though in order to ensure your security and peace of mind.

 

What if my item arrives damaged?

If your goods arrive in a damaged or faulty condition, please email us within 7 days. We will replace or refund for the damaged goods as required. DO NOT RETURN DAMAGED GOODS WITHOUT CONTACTING US FIRST. Postage will not be refunded on faulty goods returned without prior notification.

 

What if my order is wrong?

Please let us know about any shortages or discrepancies within 7 days of receipt of your parcel and we will sort it out as quickly as we can at no cost to yourself. The sooner you let us know the quicker we can fix it.

What if I don’t like my items when they arrive?

If you do not like the goods you have chosen or if you have ordered the wrong goods, please return them to us within 14 days of receipt. Please enclose a copy of your invoice indicating the items being returned. We will be happy to refund you for the returned items providing they are returned in their original condition with any sealed packaging unopened. You must pay the cost of returning the goods and you will be responsible for their safety during transportation. When returning items please obtain a free proof of postage from the Post Office so that you can make a claim against them in the event of the goods being lost in the post.

 

What if I’ve ordered the wrong items?

As with items you don’t like you have 14 days from receiving them to return them to us – see “What if I don’t like my items when they arrive?” If you ordered incorrectly or want replacement goods for returned items, this will be regarded as a new order and as such should be made through the website in the usual way which will include postage and packing at the standard rate. If in doubt though please send us an email and we can discuss your order.

 

What about returning items?

When returning goods, it is your responsibility that they are packed so as to avoid damage in the post, as goods must be received by us in a re-saleable condition. If any returns received are not in a re-saleable condition, we may only refund you 50% of the retail value of the goods.

We cannot guarantee the suitability of any of our products for a specific purpose therefore customers are asked to make their own tests before making any large orders. We cannot exchange or refund any money on items that have been used.

 

What if the returned item was on discount?

Products returned that formed part of a multiple that qualified for an additional discount will be refunded as if the reduced quantity had been ordered. For example if you bought a knitting kit (£25) and added an extra ball of yarn, normally £25 but eligible for a £10 discount when brought with a kit, that yarn would now be £15 rather than £25 and your order total would be £40.

 If you decided on receiving it to then return the knitting kit (£25) but keep the extra yarn (currently £15), you would be refunded the knitting kits cost minus the £10 discount that had been added to the full price of the extra ball of yarn, so you would receive £15 refund and the extra wool would be classed as full price £25. If instead you had decided to return the extra ball of yarn but keep the knitting kit, you would be refunded £15, the cost of the discounted yarn.

If in any doubt get in touch using the contact us page in the menu. We love to hear from you and we can usually answer any questions and sort things out with just a quick email.