Problem with Order
There is something missing from my order
We often send out orders in several different packages, so these may arrive at different times. Please refer to your paperwork to see whether there is more than one parcel for your order. For example, if your invoice reads "Item to follow shortly" or "Parcel 1 of 2", then this means that we were unable to package your entire order in one package and you should expect a further delivery within the next few days. Often parcels that are sent on the same day can arrive at their destination on different days.
If some of the items were unavailable when we went to pick your order then these items may have been cancelled from your order and you will have been refunded accordingly. Your paperwork will show the products that have been cancelled.
If any items are missing from your order that are not to follow or have not been cancelled, please contact our Customer Service Team as soon as possible on 01254 708068 or email firstname.lastname@example.org and they will send it out to you straight away. Please note: you will be asked for your order number, full details and possibly further information from your invoice so please have these to hand.
My item is broken, faulty or incorrect
Please accept our apologies. We do carefully package our orders, but accidents can happen.
Should you receive a broken, faulty or incorrect item, please return the broken, faulty or incorrect goods with any original packaging, within 14 days of receipt. Please remember to include your completed customer return form (which can be found at the bottom of your invoice inside your parcel) stating your are returning the goods because they are broken, faulty or incorrect and state whether you would like a refund or exchange.
Please return your parcel to the address below (this address can be found at the bottom of your invoice inside your parcel, which is ready to cut out and stick to the front of your parcel for returns).
Minerva Craft Centre (Returns)
Minerva Fabrics Ltd
Once the broken, faulty or incorrect goods have arrived back to us and we have confirmed they are either broken, faulty or incorrect we will then issue your refund or exchange depending on the option you have chosen on the customer returns form inside your parcel.
If the goods you have sent back are either broken, faulty or incorrect, we will be more than happy to re-issue your postage costs for the return delivery. Please Note: we will only refund for the return delivery costs up to standard first class mail. If you send your return parcel back to us by a more expensive service, we will only refund you for the cost it would have been to have sent the parcel back to us via Royal Mail first class standard.
We cannot resend your order, refund for items or credit your return postage expenses until we have received back the broken, faulty or incorrect goods under any circumstances.
All products including fabrics cannot be returned once they have been used or cut into, so please check for any faults before cutting into or starting to use them. We cannot refund or resend for any items once they have been cut into or used under any circumstances.
I want to return my order
Please follow our returns process here.
Can I cancel or change my order?
You can cancel your order within 14 days of receiving your order however unless cancellation takes place before payment has been processed, this is generally within 15 minutes of order placement, your order cannot be stopped and will be delivered to you. If you wish to cancel your order within 15 minutes of order placement, please do so via telephone on 01254 708068. If you send an email within 15 minutes of order placement we may not be able to respond straight away so your order will not be cancelled in time.
To cancel your order after the 15 minutes of order placement, please either refuse delivery or follow our returns process here.
I forgot to apply my promotional code
Sorry, but we cannot add discounts to orders once the order is confirmed.
My order has been cancelled
Please accept our apologies. We try to get as much choice as possible onto our website, and occasionally we have to cancel orders when we have sold out of the relevant product. We are working hard to avoid this happening.