Delivery & Returns

Order Processing


The office is open for phone queries Monday to Saturday, 10am to 4pm.
The mail order department processes orders Monday to Friday.  
We are closed on all bank holiday Mondays and for a few extra days at Christmas/New Year, please see the shop page for holiday closing info.
Most orders are sent out within one working day of being received, however it can take up to 3 working days after the order was placed for the order to be sent.  

If, for any reason, an order will not be ready for despatch within three working days we will contact you, by phone or email, to inform you of any potential delay.
Please ensure when entering your contact details that we have a reliable telephone number or email contact for you so that we can address any queries promptly.

Orders are processed strictly in order of when they are received – we do not upgrade processing if a faster delivery service has been selected, we endeavour to send all orders out as quickly as we possibly can.

Custom items and large wholesale orders may take up to seven days.


Additions to Orders


We all have those moments when we forget the most important thing and we need it yesterday – let us know, by phone or email, making sure to quote the name the order is in and the order number - we will do what we can to help.

Please be sure to have your card details to hand so that we can take payment for the additional items. If the initial order has already been packed any additions will be treated as a new order.


If you have any query with an order please contact us by phone 01543 417650 or email service@spellboundbead.co.uk  as this will come through directly to the office.  Please do not message through social media for order queries.


Custom Kits & Special Orders


Kits can be supplied in non-standard colours or adapted to your requirements - please get in touch by email or phone to discuss your preferences.
Large quantities of specific items, items specially sourced or similar requests are referred to as Special Orders.  We will always try our best to provide the quantities you need for your project however batches of beads, and all other items we supply, can vary so please ensure you enquire about and are quoted for the correct amount materials you require to complete your project(s).  Custom Kits and Special Orders cannot be accepted for refund unless faulty.

 


Out of Stock Items


 

Although we endeavour to keep the web-site fully up-to-date and only advertise goods for sale that are in-stock, occasionally periods of high demand may lead to a delay between an item selling out and being removed from the web-site.
To ensure that the orders are not delayed for more than a day due to an out of stock item, we will try to contact you by phone and/or email to see if you would like an alternative. If we do not hear back from you within 24 hours we will send the order without the out of stock item(s).  We will also refund your card or PayPal account the value of the out of stock items along with any refundable postage. We do not hold back orders for out of stock items.



Post and Packing Charges


Charges are split into three groups - 


Post and Packing charges  - UK, including Channel Islands and BFPO


Post and Packing charges – European destinations outside UK

Post and Packing charges – Non European destinations

 

For UK destinations – including Channel Islands and BFPO – we have a simple choice of postage options.


Online – You will be offered three delivery options at checkout:-

Saver Delivery, which is Royal Mail 48 – or as we all know it, 2nd Class post. Delivery usually within 2 days of dispatch.
First Class Delivery, which is Royal Mail 24 – or as we know it, 1st class. Delivery usually within 1 day of dispatch.
Special Delivery, mainland UK, guaranteed to arrive by 1pm the day after the order is sent.  This service requires a signature on delivery at the destination address.

**Please Note - Saturday delivery of ‘Specials' is at the discretion of the local delivery service so Special Delivery orders sent on a Friday may not be delivered until Monday – in our experience most Friday ‘Specials' to UK mainland are delivered on Saturday but this is not guaranteed. Special Delivery orders weighing over 2 kilos will incur an extra £20.00 charge (which is what it costs us).  Exceptions to the ‘next day’ rule are deliveries to Sark and Herm. Please see the Royal Mail website at www.royalmail.com for current information on Special Delivery guarantees for these areas.

Additional Service - Guaranteed Saturday Special Delivery – this is an upgrade to ensure Saturday Delivery – the cost is an extra £3 and can be arranged with our mail order team on 01543 417650

We deal with all orders in strict rotation and do not offer a priority service.  High-value or bulky orders may be sent in more than one parcel, and in some cases heavy orders may be sent by a different courier.



Post and packing for UK orders is charged on total order value as follows:-

 

  Saver 1st Class Special
Order value £40 or less £2.00 £3.00 £9.00
Order value over £40 FREE £3.00 £9.00



Destinations Outside the UK


Subject to current Debit/Credit card restrictions for fraud prevention, and the availability of a suitable (protected) postal service in the place of receipt we can despatch to most worldwide destinations.

**Please note from January 1st 2021 import duties, local taxes and shipping handling charges may be payable locally by customers in EU countries (as they always have been for non EU destinations) for goods ordered from the UK

 European Destinations (for orders under 2kg in weight) Airmail 1st Class Tracked £10.00

 


Orders in excess of 2kg in weight will incur an extra postage charge. If your order exceeds this weight we will notify you of the extra charges by email and will not proceed until you have agreed the extra charges.


Non-European Destinations (for orders under 2kg in weight) Airmail 1st Class Tracked £20.00

 


Orders in excess of 2kg in weight will incur an extra postage charge. If your order exceeds this weight we will notify you of the extra charges by email and will not proceed until you have agreed the extra charges.




Returns


 

You may return any unsuitable items within 30 days of invoice date. All returns must be in their original packaging and in an unused condition. Please also enclose a note explaining the reason for the return together with your name, invoice number, address and telephone number. We will also need to know whether you wish the value of the returned items to be credited to your Spellbound account against future orders, or to be refunded to you.

Returns of Digital Downloads
We are unable to issue refunds or accept returns of bead patterns once they have been purchased as a digital download. 

Custom-made kits and special orders cannot be accepted for refund.


To return an item please send, in the original packaging, and in an unused condition to:
The Spellbound Bead Co, 
47 Tamworth Street
, Lichfield
 WS13 6JW



Returned items which are not in new or unused condition or which are returned after the approval period, may not be credited to your account unless they are faulty. Delivery charges are non-refundable as this part of our service to you has been completed.