Terms & Conditions

Terms and Conditions of Purchasing from Craftmill Ltd

Prices and Payment

All product prices are in £ sterling and include UK VAT at the appropriate rate.  We do not automatically refund VAT to exempt locations.  Prices are valid for the duration of the time that they are displayed on the webshop and promotional discounts may be limited to stock availability on an item.   Coupons or discount codes are valid for a fixed period of time which is stated at the point that they are issued.  If a discounted item is returned for a refund, it will be processed at the original price charged on the customer's invoice at the time of purchase.


Craftmill Ltd, Trading as The Wooden Box Mill authorises you to view and use the images and text on this site solely for your personal use. The content of this site such as text, graphics and images, are protected by copyright under both UK and foreign law. Unauthorised use or copying of the materials on this site and any leaflets or literature issued with products may violate copyright and trademark laws. Delivery prices are detailed separately when you enter your postcode during checkout.

Secure Online Credit/Debit Card Payments

You can select your preferred method of payment during checkout.  Goods can be paid for online using your debit or credit card or using your PayPal account. 

Payments by card are securely processed and protected by Paypal Card Services, which should remove any concerns you may have about purchasing using your card or account online. We do not have any access to details which are provided by yourself to these banks. Our site uses SSL certificates to offer secure communications by encrypting all data to and from the site.

Other Payment Options

Alternatively you can pay by BACS. Please contact us after you have placed your order choosing this method and we will provide you with details on how to complete your order.

Please quote your order number in any conversation or correspondence.

Delivery - UK and International 

A choice of delivery services is offered as you checkout and estimates of delivery dates are provided with each service. The delivery costs are based on the total approximate packed weight (or in the case of polystyrene, volume) of the items in your basket and your delivery location. 

Standard Delivery takes approximately 2-3 working days to UK postcodes. These delivery windows are approximate and not guaranteed.  Delivery to countries outside of the UK takes very approximately 1 week.


If you need your goods for a tight deadline please choose Express delivery as that is a priority guaranteed service. Please see our delivery page  for more details and regions to which this service is available.

You can be assured that under normal circumstances, orders are despatched from our warehouse the same day if you pay by 1pm, Monday to Friday, excluding Bank Holidays. Delivery costs are based on the weight of the total items in your shopping basket.

Please note we are not liable for any losses experienced due to an order arriving after the estimated delivery date.  If an order does not arrive on time due to a situation out of our control - such as extreme weather conditions, we will not provide a refund of delivery charges.

If you require timed Express delivery services, please contact our helpline on 0161 484 5888 Monday to Friday 9am-3pm.

Important information regarding Non-delivery Surcharges

In the event of attempted delivery of an item by Royal Mail or courier, a calling card with be posted through the letterbox of your home if you are not in. It is your responsibility as the customer to make contact with the telephone number provided on this card to rearrange your delivery within the time stated on the calling card.  Contact must be made at the earliest opportunity to avoid the parcel being returned to us unclaimed as this may result in redelivery charges being applied to your order.

If you have already placed your order and need to contact us about a problem with delivery, please email [email protected] or if you need an immediate answer please call 0161 484 5888 (9am-3pm Monday to Friday). 

Limitation of Liability

Craftmill do not accept liability for any damage to property or possessions, loss of earnings or physical injury which may arise in the use of our products or in the late delivery of our orders.  Instructions are normally provided with each item as part of the packaging or as an accompanying sheet and where this is not available, they can be provided on request.  We always advise conducting a test when using an item for the first time, before applying a product to an important project.  The customer must take full responsibility for covering their clothing and work surfaces to avoid damage from using any product and take care when opening packages to ensure no leakages have occured due to damage in transit.  Children should be supervised at all times by an adult when using any product purchased from our store.

Contract Obligations and Stock

To purchase any of the items on our website, add the items to your shopping basket and proceed through the checkout process.  Following payment, you will  receive an e-mail confirming the details of your order. 

A contract is deemed to have been agreed/completed between Craftmill and the purchaser, at the point that the order is physically shipped by courier or mail to the customer.  Until that point, either party may decline to proceed with the order and either party may instigate a refund of the order if the decision is taken to not proceed.

Should an error occur on the site in terms of pricing point or product, Craftmill are not obliged to supply the goods at the stated price and will cancel and refund the order in full.

All items offered on our website are subject to availability.  We monitor sales and stock levels very closely.  Very occasionally, due to unexpected high surges in demand, we will be out of stock of a product but rarely for more than a few days.  Normally this will not affect the expected delivery date as we always upgrade the postal service on any delayed item when it comes back into stock to ensure we meet our delivery estimates.  If we cannot deliver on time for any reason, we will contact you quickly to offer you alternative product options or a refund. 

During peak sales periods we may very occasionally sell out of an item and if the stock cannot be replenished by our distributor, at that point we are not obliged to fulfil the order and will instead offer alternative products or we may offer a refund.  We will always get in touch promptly to discuss this. 

We reserve the right to refuse supply to any customer who has been abusive to any member of our staff.  We also reserve the right to limit the quantity of stock that any individual may purchase alone in order to ensure fair supply of stock to our wider customer base.

Cancellation and Returns

You may cancel your order by telephoning 0161 484 5888 (9am-3pm monday-friday) or emailing [email protected] before the item has been despatched.  If you do so, you will be refunded in full.

If your order has been shipped and you have been supplied with the correct goods - which accurately match the details advertised on our site - but you have changed your mind and do not wish to keep them, you have the right to cancel your order within 14 days of placing your order.  Please contact us at [email protected] to discuss the return of the items within this specified time frame. 

Wherever possible, goods should be checked within 7 days of you receiving them for defects. Any defective or damaged goods should be reported within 7 days of you receiving your order.  Defects reported outside of this date may not be refundable/exchangable. If your product is damaged or defective, for speed, please email a photograph to us by clicking here.  You need to ensure you have arranged to return the goods or for us to collect them in the case of damage or defect, within 7 days of you receiving the goods.

Goods which arrive back in fully saleable condition within 28 days of purchase will be eligible for a full refund of the original product costs..  We do not refund your return delivery costs unless the product is verified as being defective.  A handling charge of 10% of your order value may apply to any items returned without prior agreement as a returns form must be enclosed with your parcel to ensure a smooth returns process that does no incur labour costs.

 You are under a duty to take reasonable care of the goods to ensure they are repackaged safely for reposting in order that they are returned to us in a saleable condition. The goods must be returned using Royal Mail or courier and we would recommend for your own protection that you use a recorded delivery service or obtain a proof of posting.

Craftmill may cancel any order and refund up to the point at which the order is physically shipped for the reasons stated in our Terms and Conditions.

Non-Receipt of Order

Any claims of non-receipt of an order must be notified within 28 days of the recorded despatch date.  Please notify any non-delivery or late delivery by contacting us at [email protected]. For any delivered order, any shortages must be reported within 7 days of receipt of the order.

Privacy Statement

Craftmill Ltd is committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998 & subsequent revisions thereof). We collect information about you for three reasons: to process your order, to provide you with the best possible service and to assist in developing the sites content. We will not sell your details to any third party and we will give you the opportunity to unsubscribe / refuse any e-mails received from Craftmill Ltd which will ensure you do not receive unwanted communications. For details relating to the security of your payments, please refer to the payment section above.

Third Party Links

To provide increased value to our users, we may provide links to other websites or resources for you to access at your sole discretion. You acknowledge and agree that, as you have chosen to enter the linked website we are not responsible for the availability of such external sites or resources, and do not review or endorse and are not responsible or liable, directly or indirectly, for (i) the privacy practices of such websites, (ii) the content of such websites, including (without limitation) any advertising, content, products, goods or other materials or services on or available from such websites or resources or (iii) the use to which others make of these websites or resources, nor for any damage, loss or offence caused or alleged to be caused by, or in connection with, the use of or reliance on any such advertising, content, products, goods or other materials or services available on such external websites or resources.

Complaints Procedure

We aim to exceed your expectations in all areas of customer service.  In the event of a complaint or problem regarding the goods or services supplied, please contact us :
Email customer service (link customer [email protected])  or telephone us with your complaint on 0161 484 5888. Our normal office hours are Mon-Fri from 9am-3pm.  We will always rectify any problem to your full satisfaction. 

Statutory Rights

These Terms and Conditions do not affect any of your statutory rights.

Craftmill Ltd is VAT registered.  VAT number 923114167            

UK Registered Company.  Registration number 6422859

Federation of Small Business Membership Number 2142984