Frequently Asked Questions
How can I place an order?
You may place an order either via the website, telephone or email.
How do I know my order has been placed?
When you click on ‘submit order’ you will get a 'thank you' notice and email to confirm your order has been placed. You will receive an email to confirm your order within 24-48 hours (Tuesday following a Friday/Weekend/Bank Holiday) which will include details of how to pay... If you do not hear from us, please do drop us an email to firstname.lastname@example.org No payment is taken on checkout - please scroll down for information on how to pay for your order.
How long will it take before I receive my order?
You will receive an email to let you know if the products you ordered are in stock or need to be added to the order for the next shipment from the USA. To avoid any additional delivery costs only complete orders are dispatched. Should you be in a hurry and happy to pay additional delivery costs for splitting an order do let us know and we will work out the costs - alternatively place as two orders. Details of dates for orders to be placed for the next shipment from the USA will be emailed and shared on request. Shipping from the USA should take between 21-30 days however a lot depends on couriers and customs. Should there be an unexpected delay you will be kept informed via email. Our aim is to ship all orders within 2 working days of payment - for products in stock and for held orders within 2 days of receiving a delivery from the USA. We thank all our customers for their patience and understanding in this matter.
Will you carry stock we can purchase straight away?
A large selection of the popular lines are held in stock. Please call or drop us an email prior to ordering if you wish to know if your complete order or any particular product you would like to order is in stock.
How much will be added for Delivery?
Delivery costs for p&p from Craft Memories to a main town address in Germany is calculated on the total value of your order. For any single order over 30kg we will need to get a quote before confirming costs. If the cost of delivery goes over €106.50 please contact us for a quote. All orders will require a signature on delivery. Delivery costs are to Germany main towns only - if you are in a remote area please contact us first.
How will my order be delivered?
Depending on the weight of your order is will be sent from us via Royal Mail or Courier. You will be provided with a tracking number via email when you order is on its way. Your order will be tracked and require a signature on delivery.
How will my delivery be insured?
Insurance is calculated on the value of your order. To make sure your order is sent fully insured we have included this in price of each product. Your order will be tracked and require a signature on delivery.
How can I pay for my order?
You may pay for your order via bank transfer direct into our EURO account. You may also pay via TransferWise - please ask us for more details.
Can I place an order by phone?
If you prefer you can call us on +44 (0)23 9224 0772 to place an order - please see below for office hours - this may vary slightly depending on commitments as we are sometimes on the road visiting groups. We are unable to take payment over the phone.
How often do you send newsletters/updates?
We will aim to send a newsletter once a month with updates. Occasionally there maybe additional announcements, but we try to avoid sending unnecessary emails!
Help! I'm having a problem placing my order, what should I do?
If you are having any issues please email us on email@example.com and we will get back to you within 24 - 48 hours (Tuesday following a Friday/Weekend/Bank Holiday).
I hear you have a PopUp Shop and Monthly Workshop in the UK. Where will I find details?
We have a monthly workshop in Hampshire which you are very welcome to attend or drop in to see us if you visit the UK. Places for the workshop need to be booked in advance. Dates are included in our newsletters or please email for more details.
How can I find more details about the PopUp Shop? Do you visit groups in Germany?
The PopUp Shop is only available to visit groups in the UK.
The office will be open 10am - 2pm Tuesday, Wednesday & Friday, 10am - 2pm & 5pm - 7pm Thursday and Saturday 11am - Midday. Should the line be busy it may be quicker to leave a message or email us.
We aim to reply to all calls/emails and confirm orders placed within 24 -48 hours (Tuesday following Friday/Weekend/Bank Holiday)