Orders and Delivery

Where do you deliver?

We deliver throughout the UK and to selected international destinations, including countries across Europe, the USA, Canada, Australia and Mexico.

Please visit our [Delivery Information] page for the latest list of available destinations.

How much does delivery cost?

Delivery costs are calculated according to your location and the delivery service selected. The available options and final cost will be displayed at checkout before you complete your purchase.

UK customers receive free standard delivery when spending over £35.

What are your delivery times?

Our estimated delivery times are:

UK Standard Tracked: 2–4 working days

UK Premium Tracked: 1–2 working days

Europe: 5–7 working days

USA and Canada: 7–10 working days

Rest of the world: 5–10 working days

Delivery times are estimates and may take longer during busy periods or because of circumstances outside our control.

Where are orders dispatched from?

Most orders are dispatched from our warehouse in the UK.

Custom Crystal Art kits are specially produced at our factory in China and normally take approximately 2–4 weeks to arrive.

How can I track my order?

When a tracked order is dispatched, we will send a confirmation email containing your tracking information.

Please allow some time for the tracking link to become active after receiving the email.

You can also visit our [Track My Order] page.

Can I change or cancel my order?

Please contact our Customer Service team as soon as possible after placing your order.

We will try to help, but we cannot guarantee that an order can be changed or cancelled once it has entered the packing or dispatch process.

What should I do if my parcel is delayed?

First, check the tracking link in your dispatch confirmation email.

If the estimated delivery period has passed and there has been no recent tracking update, please contact our Customer Service team with your order number.

What should I do if my parcel appears to be lost?

Please contact our Customer Service team if your tracking has not updated or your parcel has not arrived within the estimated delivery period.

We will review the tracking information and advise you on the next steps.

Will I need to pay customs duties or import taxes?

For US orders, applicable duties are calculated and added at checkout.

For other international destinations, local taxes, customs charges or import duties may apply depending on the destination and order value. These charges are determined by the relevant local authorities.

Please visit our Delivery Information page for further details.

Returns, Refunds and Order Problems

What is your returns and refund policy?

We offer a 30-day returns policy, subject to the conditions listed in our full Returns Policy.

If your order arrives faulty, damaged or incorrect, please contact our Customer Service team before returning anything so we can assist you.

Your statutory rights are unaffected.

How do I return an item?

Please read our Returns Policy and follow the return instructions provided.

Items should be returned securely packaged and include the required order information so we can identify and process your return.

Who pays for return postage?

For change-of-mind returns, return postage is normally the customer’s responsibility.

If an item is faulty, damaged or incorrect, please contact us before returning it so our Customer Service team can advise you.

How long will my refund take?

Once your return has been received and checked, we will email you to confirm whether the refund has been approved.

Approved refunds will be issued to the original payment method. The time taken for the funds to appear will depend on your bank or payment provider.

Do you offer exchanges?

We do not currently process direct exchanges. Please return the unwanted item in line with our Returns Policy and place a new order for the replacement product.

What should I do if my order arrives damaged or incorrect?

Please contact our Customer Service team as soon as possible and provide:

Your order number

A description of the problem

Clear photographs of the product and packaging where applicable

Please do not dispose of the product or packaging until we have reviewed your request.

What should I do if an item is missing from my order?

Please check the parcel and packaging carefully before contacting us, as smaller products may be packed alongside or inside larger items.

If an item is still missing, contact our Customer Service team with your order number and details of the missing product.

I’m missing crystals from my kit. What should I do?

Crystal Art Products

Is Crystal Art the same as diamond painting?

Crystal Art uses the same relaxing technique of placing resin crystals onto a numbered adhesive template.

Our collection includes framed canvas kits, cards, stickers, notebooks, collectables and officially licensed designs. Check the individual product page for the format, contents and coverage type.

Are your Crystal Art canvas kits framed?

Many of our Crystal Art canvas kits are professionally stretched and mounted onto wooden frames before being sent to you.

This means you can begin crafting without arranging separate framing, and the firm surface makes it easier to position the crystals.

Always check the individual product description, as framing and presentation can vary between products.

Are your products officially licensed?

Where a product features a licensed character, brand or artwork, it is produced under the appropriate licence.

We work with recognised brands, artists and licensors and believe that creators should be properly credited and compensated for their work.

Are your products safety tested?

Our products are tested against the applicable safety requirements and include relevant age guidance and safety warnings.

Please always follow the information supplied with the individual product.

What is included in a Crystal Art kit?

The contents vary depending on the product.

A typical Crystal Art kit may include:

A numbered adhesive template

Resin crystals

A crystal pick-up pen

A tray

Gel or wax

Some products, including individual sticker packs or refill products, may not include applicator tools. Always check the What’s Included section on the product page before ordering.

Are applicator tools included?

Applicator tools are included only where stated in the product description.

Standalone sticker packs, refills and selected accessories may require tools from a starter kit or another Crystal Art product.

What age are Crystal Art products suitable for?

The recommended age varies depending on the product and whether it contains small parts.

Please check the age guidance and safety warnings shown on the individual product page and packaging. Children should be supervised where appropriate.

How long does a Crystal Art kit take to complete?

Completion time depends on the size, detail and coverage of the design, as well as the individual crafter.

Smaller cards, stickers and collectables may be completed relatively quickly, while larger canvas kits may take several sessions.

Are Crystal Art kits full or partial coverage?

We offer both full-coverage and partial-coverage designs.

Full coverage means crystals are applied across the whole design area.

Partial coverage means crystals are applied only to selected parts of the artwork, allowing the printed background to remain visible.

The coverage type is stated on each product page.

Do finished Crystal Art products need to be sealed?

Crystal Art products do not usually need to be sealed when the crystals have been applied firmly and the product has been stored correctly.

The adhesive is designed to hold the crystals securely. If you choose to use a sealant, check that it is suitable for resin crystals and test it on a small area first.

What should I do if I apply a crystal in the wrong place?

Carefully lift the crystal using tweezers or the edge of the applicator tool, then reposition it onto the correct symbol.

Avoid pulling sharply, as this may damage the adhesive template.

Custom Crystal Art Kits

How long does a custom Crystal Art kit take to arrive?

Custom Crystal Art kits are specially produced at our factory in China and normally take approximately 2–4 weeks to arrive.

This timeframe is an estimate and may vary during busy periods.

What type of photograph works best for a custom kit?

For the best result, choose a photograph that is:

Clear and in focus

Well lit

High resolution

Not heavily filtered

Closely cropped around the main subject

Free from very dark shadows or overexposed areas

Images with a clear subject and an uncluttered background generally produce the strongest result.

Can I change or cancel a custom order?

Please contact us immediately if you need to change or cancel a custom order.

Because custom products are made specifically for you, changes or cancellations may not be possible once production has started.

Please check names, photographs, sizes and other personalised details carefully before completing your order.

Can I return a custom Crystal Art kit?

Custom and personalised products are normally excluded from change-of-mind returns.

This does not affect your rights where an item is faulty, damaged or has not been produced according to the information supplied.

Please see our Returns Policy for full details.

Payments, Discounts and Rewards

What payment methods do you accept?

The available payment options are displayed at checkout and may vary according to your location and device.

We accept major payment cards and supported express payment methods shown during checkout.

Can I use more than one discount code?

Whether discount codes can be combined depends on the terms of the promotion.

Unless an offer specifically states that it can be combined with another promotion, only one promotional code may be used per order. Checkout will confirm whether the selected codes are compatible.

My discount code is not working. What should I do?

Check that:

The code has been entered correctly

The offer has not expired

Your basket meets any minimum spend

The products are eligible

The code has not already been used

Another promotion is not preventing it from applying

If the code still does not work, contact our Customer Service team before completing your order.

How does the Craft Buddy Rewards Club work?

Create an account and join our Rewards Club to earn points through eligible purchases and activities.

Points can be redeemed against qualifying rewards. Visit our Rewards Club page to see the current earning opportunities, rewards and terms.

Can I use a Rewards Club reward with another discount?

Reward and promotional-code combinations depend on the terms of the individual offer.

The checkout will confirm whether the reward can be combined with another promotion.

Trade Enquiries

Do you sell wholesale to business customers?

Yes. We work with wholesale customers around the world who stock Craft Buddy and Crystal Art products.

For further information, please contact our Trade team at sales@craftbuddyltd.co.uk.