Online Catalogue  
 
 

Frequently Asked Questions

Orders & Payments
What type of orders do you accept?
Currently we only accept orders via our website. However, you can pay by card or by cheque if you prefer.

How do I order from the website?
Browse the website and when you find something you like, add the item to your basket using the buttons on screen. You can always view your basket, remove items, or change the quantities at the checkout before your order is processed.

How do I pay for my order?
We accept all major credit and debit cards (Visa, Mastercard, Maestro, Delta, and Electron cards) or you can also choose to pay via Paypal. We also accept personal cheques (from the UK only), but please note that these have to clear before items will be dispatched. Please write your cheque card number on the back of the cheque.

For any countries outside the EU, you may not be able to complete your order online. However, please contact us and we can send you an invoice for payment offline via paypal or bank transfer.

Do you have a minimum order amount?
No, you can order as little or as much as you like as long as we have the items in stock.

If I pay online with a card, is my payment secure?
Yes, we guarantee that every online purchase you make from our store is secure. Payments go to a 3rd party vendor (Nochex) who has the highest possible security rating possible. No card details are collected or kept by us.

If I pay by cheque, how will I know how much the total cost will be?
If you wish to pay be cheque, place your order online, and select 'Cheque' under the Payment Method. The total amount of the order will be calculated and shown on screen.

However, in case we are unable to ship the entire order and to avoid the necessity for credit notes or refunds, we suggest that you write across the bottom of the cheque 'Not to exceed £...(the total cost of your goods + shipping)' leaving the rest of the cheque unfilled.

Please do not send chequest whilst online ordering is suspended.

I have just submitted my order online, can I add something to it?
Sorry, no this is not possible. When you submit your online order, you are processing your own payment transaction through the bank secure processing server and your account is pre-authorized and charged. We do not have access to your account details so cannot increase the amount that has been paid. However, if you place a second order with us immediately for the additional items, we can refund the postage to you for the second transaction and combine the postage of your items together.

When will I be charged for my order?
In all cases payment is taken at the point of ordering, Cards will be authorised and charged immediately through our secure payment processing gateway. If we are unable to fulfil part or all of the order (due to lack of stock) you will be contacted and a full or partial refund can be made to you.

I am buying for a business, can I see how much VAT is included in your prices?
We are not currently VAT registered and therefore cannot provide a VAT receipt. If this situation changes, we will give a minimum of 30 days' notice on this web page.

What is the easiest method of payment for international orders?
All orders must be completed in British Pounds. Sorry but we cannot accept any other foreign currency (including euros or US dollars). The easiest method of payment is by credit card and your credit card company will convert the transaction amount for you at the prevailing rate of exchange. We cannot accept cheques drawn on foreign banks.

For non-EU orders, depending on your country, you may not be able to place your order directly online. If so, please contact us, as we may still be able to ship to you and can send you an invoice via paypal or direct bank transfer.

Do you sell gift vouchers?
Sorry, no. Currently we do not sell gift vouchers. If this situation changes we will update our web pages to indicate this and how to use them.

Do you give any discounts?
Yes, we give discounts when greater numbers of items purchased. See the individual items in the catalogue for details. For orders greater than £50 you also get delivery free! This means you can order as little or as much as you like, but bigger orders means bigger discounts.

Stock
How do I know how much stock you have of a particular item?
We endeavour to keep all items displayed on the website in stock. Some products are invisible when they are not in stock although other products may be displayed with 'temporarily unavailable' text recorded below. Stock levels are checked when you add an item to your shopping basket and also when you checkout. The approximate stock in hand is also displayed for the products, but this should be used as a guide only as there may be stock shortages due to breakages or short orders & should not be used as a guarantee of availability.

Are all your items exactly as they appear on your website and in your catalogue?
We try to make the photographs and descriptions listed on the site as true to life as possible. However, it is not always possible to truly reflect the actual colour or texture of some products due to the nature of different internet browsers and monitor settings. Because of the type of products we offer, there can be minor variations in colour and style between batches. Also for handmade goods, or those constructed of natural materials, some small variations in size and/or colour should be expected. This does not affect your statutory rights.

All weights and quantities are estimated approximations only. Batches may vary very slightly in weight and content.

What happens if you are out of stock of part of my order?
We cannot guarantee that all items are immediately available, and orders for quantities larger than we usually keep in store, may be subject to a delay while we order in the stock from our suppliers. In the event your item is not in stock, we aim to email you to inform you of the situation. We will provide an approximate back order date (which will normally be 10-14 days, but subject to our suppliers' stock positions), offer you an alternative product, give you the option to cancel your order for the single item or entire order if you would rather not wait.

An item is shown as out of stock, can I add it to my order so you can send it later?
As soon as we run out of an item, we suspend the ability to purchase it so you will not be able to add it to your order. However, if you let us know which pieces you are interested in we should be able to contact you when these products are next available or be able to give a broad indication of delivery times.


Delivery details and charges
How will my order be shipped?
We use Royal Mail as our preferred shipment method however heavier orders may be shipped via courier. The options within the UK are Second Class Post, First Class Post, or Recorded Delivery (signed for). Recorded Delivery will be sent via First Class Post.

Orders qualifying for free postage will be sent by Royal Mail or courier.

We reserve the right to split heavy shipments (over 1Kg) into multiple packages to minimise costs. If a package is above the size limit stipulated by Royal Mail, we also reserve the right to send goods by parcel post or courier regardless of the postage type selected.

EU orders will be shipped via airmail or courier service.

Our selected countries outside the EU (Australia, New Zealand, Canada & USA) - we use airmail for lighter products, but depending on the overall weight of the order we may opt to use overland post to minimise costs. Currently we do not ship to countries outside the EU apart from those mentioned above.

What are your delivery options?
First class post - usual delivery time to mainland UK is 1-2 days, but may take up to 7 days & is not guaranteed.

Second class post - usual delivery time to mainland UK is 3+ days, but may take up to 7 days & is not guaranteed.

Recorded delivery - Same as for first/second class post, but someone needs to be in to sign for the package. This gives extra security about delivery as we can trace who signed for the package.

EU - Delivery is by airmail or courier and usually is delivered within 3 working days for European destinations.

Please note for international deliveries we cannot guarantee delivery times as they are subject to customs clearance in the destination country.

How will I know how much postage & packing I will have to pay for my order?
Our checkout system automatically calculates the cost of your postage & packaging for you so you will be able to see it when finalising your order.

Please note countries outside the EU other than Canada, USA, Australia & New Zealand - shipping is not available directly from the website. Please contact us for shipping to other worldwide countries.

How much are your postage & packing charges to the UK?
UK
All Orders
- Second Class £2.95
- First Class £3.45
- Recorded £4.55

EU orders - £6 flat fee.
Selected non EU orders - £8 flat fee

Do you deliver outside of the UK?
Yes we do: To all EU countries + Australia, Canada, New Zealand & USA.

If you are outside of these countries please contact us for shipping options as we can send you an offline invoice and may still be able to ship to you. You will not be able to order directly online though.

For orders outside of the UK we are not able to offer free shipping on larger orders. Orders are sent by the most cost effective means available but we cannot guarantee delivery times as these are subject to customs clearance in the destination country. Please note that all import taxes and duties are the responsibility of the purchaser.

For all non EU orders, product liability rights must be waived for insurance purposes.

Can I pick my order up from you directly?
Sorry, no. We are a mail order company only and are not open to the public.

Dispatching Orders
How quickly will my order be dispatched?
We endeavour to supply an efficient and prompt service aiming to dispatch orders within 48 to 72 hours of receipt of payment.

How quickly will my order arrive?
First class post is usual delivered to mainland UK addresses is 1-2 days, including Saturdays.

Second class post and parcel post delivery time to mainland UK addresses is usually 3+ days

Please note that for post to the UK these delivery times are not guaranteed, and no claim for lost items can be made until after 15 days from posting.

International orders - delivered is usually within 3 working days for European destinations and 7 working days for other countries.

Please note that delivery times to overseas destinations cannot guaranteed, as these are subject to customs clearance in the destination country and no claim for lost items can be made until after 30 days from posting.

Can I guarantee next day delivery?
We try to keep our postage costs to you as low as possible, and in most cases we find that first class delivery is sufficient for the majority of our customers. Therefore, currently we do not offer the next day guaranteed delivery option. If this situation changes we will of course update our website to include this option.

Problems with Deliveries
I think my order may be late, what should I do?
There are rare occasions when delivery fails to meet expectations. However, standard post delivery times are not guaranteed. Please allow two weeks for delivery, or four weeks if sent by Airmail. If after this time your order still has not arrived, please let us know and we will try our best to find out where the package has gone astray.

If my order gets lost in the post do I still have to pay for it?
If orders have not arrived after the expected time (two weeks for standard post, 4 weeks for Airmail) we can send you a duplicate order or provide you with a refund, whichever you prefer.

I received my package but some or all of my goods are damaged, what should I do?
Please let us know as soon as you receive your goods (and definitely within 3 days) if they are damaged, faulty, incomplete or incorrect. We will let you know what you need to do next. For faulty or damaged goods, we usually ask for you to post these back to us within 7 days for inspection and we will replace the goods for you or refund you including the cost of the postage.

Please note that we do package our goods securely, but some very small proportion of breakages must be expected.

Other Questions
Do you have a printed catalogue?
No, we don't have one. We are constantly updating our website with new and exciting products, and offering others products at special prices, therefore it would be virtually impossible to keep a catalogue up to date. This also helps to keep our maintenance costs down and helps the enviroment too by minimising printing and paper usage.

Do you sell wholesale?
We don't have a separate trade price list, but larger orders do attract discounts that are available to all of our customers. The bulk discount values are show per item in the catalogue (please note that this may not apply to every item).

If you would like to buy a bulk amount of any of the lines that are not shown as having a wholesale option, then do feel free to contact us for a price.

How can I get in touch with you?
We prefer to be contacted by email - please use the links dotted throughout our website like this one. Email Us - however during times when the website is closed, there may be a considerable delay in replying to your messages if we are unavailable.

You can also phone us on 01635 866154 and leave a message, or you can write to us at the following address:
24a Northfield Road, Thatcham, Berkshire. RG18 3ES

Our website is available for orders 24hrs a day, 7 days a week except for the occasional periods of routine maintenance which will be noted in the page header. However, our standard business hours for customer enquiries are Mon-Fri 9am-5pm.

What should I do if I am not happy with the service I have received?
We work very hard to keep our customers happy, so if our service has not met your expectations we are very sorry! We always like to know if problems occurred so that we can work out how they happened, provide a prompt solution if possible, and stop them from reoccurring.

If something didn't go well with your order, or you have any other constructive critisism, please let us know as quickly & politely as possible.
Please Email Us or write to us at:
E Beads & Crafts, 24a Northfield Road, Thatcham, Berkshire, RG18 3ES. UK.
All written complaints will elicit an individual response.

I have some positive feedback for you, how can I provide it?
We work hard to keep our customers happy, so if you loved your products or the service you received, then of course we would be delighted to hear this as it means we did our job right! Please Email us with any comments or testimonials.

What do you do with my personal data?
It is necessary for us to ask you for some personal information in order for us to process your purchases. However, we are committed to protecting your privacy and will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998) and any information that you supply to E Beads & Crafts will be treated by us as confidential. Please see our privacy policy for full details.

How environmentally friendly are you?
We do as much as possible to minimise wastage and recycle everything that we can. We reuse boxes from our suppliers for shipping (so please don't be offended if your order arrives in a bag or box that looks pre-used!), or use boxes and bags made of recyclable and/or recycled material. We also use shredded junk mail as packaging or re-used plastic bags and chips where we can.

I don't understand some of the sizing terms for beads, can you help?
Yes, of course. Please click on the Gallery & Tips page button on the left which contains lots of information regarding bead sizes, quantities required etc.

Why is there a matchstick in all of your photos?
Well, we thought it might help to put the scale of the beads and other items into context. Even though we provide measurements and details, sometimes it is just easier to see something in context so we provided an everyday object for you that we can all relate to. We hope it helps - and unfortunately the matchsticks and CDs are not included in the sales!

Copyright 2010 © E-Beads and Crafts