Beautiful Personalised Gifts & Products

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Frequently Asked Questions


If you cant find the answer to your query then please send us a e-mail 'here'.

How long will it take for my gift to arrive?

How much is delivery?

How will my gift be delivered?

Can I order a gift and have it sent to an address other than my own?

How will my gift be packaged?

Which debit and credit cards do you accept?

Can I pay by PayPal?

The size or deisgn I ideally want isn't listed. Can you supply customised pieces?

Can you ship my gift overseas?

How secure is your website?

What about my personal details?

What if I don't like my gift when it arrives?

How do I look after my wooden chopping board, coaster or placemat?

Is there a telephone number I can call if I have a query?

Where can I read your full Terms & Conditions?

Do you supply gifts and products to trade or commercial customers?

Q: How long will it take for my gift to arrive?
A: We aim to deliver all items within 7 to 10 working days of receiving a confirmed order. Delivery may take longer for bespoke items and commissions. If we estimate that delivery will take longer than 10 working days then we will contact you with an estimated delivery date.

Q: How much is delivery?

A: Standard delivery within the UK mainland is free of charge for all orders over £30 and £2.99 for orders under £30. Please call for a quote if you live outside of the UK mainland.

Q: How will my gift be delivered?

A: You will receive an email confirmation once your order has been shipped. We use DHL for all our deliveries and your order will be fully trackable online once it has left our workshop. A signature will be required at the point of delivery

Q: Can I order a gift and have it sent to an address other than my own?

A: Yes you can. You have the option to enter a different billing and delivery addresses at the checkout stage.

Q: How will my gift be packaged?

A: Your gift will be carefully wrapped and placed in a custom made double walled cardboard box to fully protect it during transit.

Q: Which debit and credit cards do you accept?

A: We accept most major credit and debit cards.

Cards Accepted

Q: Can I pay by PayPal?

A: Yes. You can select this payment method at the checkout stage.



Q: The size or deisgn I ideally want isn't listed. Can you supply customised pieces?

A: Yes, this is a possibility. Please 'contact us' with your exact requirements for a quote.

Q: Can you ship gift overseas?

A: Yes, please 'contact us' for a quote.

Q: How secure is your website?

A: Your credit card details are processed by a secure Paypal server and this information is sent by industry standard 128 bit SSL encryption.

Q: What about my personal details?

A: We are committed to protecting your privacy. We will only use the information that we collect about you lawfully and in accordance with the Data Protection Act 1998. We collect information about you for 2 reasons: firstly, to process your order and secondly, to provide you with the best possible service. We may on occasion send marketing emails. However we will give you the chance to opt out of any marketing material from us in any future communications. We do not pass/sell your details to any third parties.

Q: What if I don't like my gift when it arrives?

A: If for ANY reason you are not 100% satisfied with a gift, then, providing it's not a custom piece, you can return it to us for an exchange or refund within 7 days starting from the day after the goods have been received. These 7 days give yourself, family and friends plenty of time to check your gift to ensure it's totally suitable. If for any reason you decide to return or exchange your gift, just 'contact us'. Please note the item must be returned in the same re-saleable condition in which it was received.

Q: How do I look after my wooden chopping board, coaster or placemat?

A: Do not put your wooden gift in the dishwasher or leave in standing water. Hand wash only using hot, light soapy water. Oil regularly using a natural food-safe mineral oil. Rub a small amount of oil onto the wood using a kitchen towel. If you plan to use your board for vegetables and meat, then to avoid contamination, we recommend either using a designated side for each or using separate boards for each food type.

Q: Is there a telephone number I can call if I have a query?

A: Just 'contact us' requesting a callback and we will be in touch within 24hrs.

Q: Where can I read your full Terms & Conditions?

A: You can see a full copy of our trading terms and conditions 'Terms and Conditions'.

Q: Do you supply gifts and products to trade or commercial customers?

A: Yes. We are happy to supply retail outlets, offices and other commercial customers just 'contact us'.

The Urban Craftsman © 2018 - Mole Crescent, Horsham, RH12 0AT 

View our: Terms and Conditions