FAQ's


These  are  the  questions  we  are  asked  on  a  regular  basis. 

If you cannot find the answer here then please use our Contact Us page to message Medlock Gifts.

How do I order from you?
The easiest way to order is via our website which has up to date stock totals and easy secure payment methods. 

How much is postage?
Postage and packaging charges are as follows:

UK  -  £3.95 on all orders.

ROW - £8.95

DELAYED AND LOST PACKAGES

 

Whilst delivery timescales can be estimated, please note that this is not guaranteed on standard delivery services.

Occasionally items can get lost in transit or delayed due to weather conditions or high volume delivery periods (especially around Xmas). 

Royal Mail does not class an item as ‘lost’ until 15 working days for domestic post and 30 days for international post have elapsed from date of dispatch.

No refund can be offered for delayed/lost items until this period has passed and we are at liberty to open a claim against them.  You can then request a full refund, or a replacement for the lost product.

Which counties will you post to?
We will post to anywhere in the EU, the USA and Canada but if we deem an order or payment to be suspicious, we reserve the right to cancel your order and refund you in full.

When will you post my order?

We post most orders placed and paid for via the website in 24-72 hours using Royal Mail or a courier service depending on the size of the order.

Where do you post my order from?
All of our orders are posted from our workshop based in Manchester.

Do you have a shop I can come to?
We are sorry – we are a mail order only company and do not have a shop you can visit.

Can I collect my order from you?
At the moment, collection is by discretion of ourselves. We hope to be able to be more adaptable with this option in the future.

For now, we prefer to ship orders to you via Royal Mail or any other courier we see fit.

We are able to track all orders from leaving the workshop to successful delivery.

Returns Policy

How To Return An Item
Personalised items are non returnable except in the case of a manufacturing error or fault.

Your item must be in its original unused condition to be returned, unless there is a manufacturer defect. 

You must return the item within 7 days of your purchase. 

The 7 day period begins 2 days after we have marked your order as complete and applies to any product you have bought from us on the website as long as it is returned in sale-able condition.

Unless the item is faulty you will be liable for any costs involved in returning the product.

If the product is faulty please contact us before returning it and we will arrange to send a replacement the same day if we have the product in stock.

If we do not have the item in stock we will either offer an alternative or a refund via your original payment method.

We reserve the right to cancel any order that we deem to be unsafe either through the way it was paid for or the destination that the order is ordered from.

We also reserve the right to cancel any order due to errors on the website such as errors in pricing or quantity supplied.

No contract exists between you (the buyer) and us (Medlock Crafts) until we have actually marked your order as completed.

E&OE

Medlock Crafts

Amended: 05/12/2020