Contact Us
Use the box below to search for your query or select from our most frequently asked questions.
Frequently Asked Questions
We are a small team and have put these faqs and guides together to help you as quickly as possible, please ensure you read through before getting in touch, we might already have the answer!
Placing an Order
There is a timed editing window available after you place your order. During this time, you can edit your address, add or remove products, and more - all from the order page on your account.
Once the window closes, your order moves to the warehouse for processing, and unfortunately, we can’t add items afterward.
Please double-check your order before completing it, this comes up a lot! As a small team, we can’t manually adjust orders once they’re in the system, as it affects inventory and slows down the packing process.
Once you have purchased the appropriate number of packs the discount is given automatically.
On product pages, you can see the price inclusive of VAT using the toggle switch next to the product price. VAT will be added and calculated at checkout for UK customers.
Unfortunately, we don't offer credit accounts at this time.
All orders are processed on a payment-in-advance basis.The only exception is public services like Schools, NHS services and Government or council contracts. If you are contacting us on behalf of a public service, please email sales@eco-craft.co.uk
Delivery & Returns
We’re happy to exchange or refund items that aren’t suitable for your needs, with a few exceptions such as made-to-order and food-grade products.
To see our full returns policy, please click here.
We try to keep an up-to-date dispatch time on the banner on the top of our website. Sending us an email after your order is placed to ask about dispatch can actually slow things down a little, as it flags the order for review and temporarily holds it while we respond.
We offer different delivery options depending on how urgent your order is. If you have a deadline and aren’t sure it will arrive in time, the best approach is to email us before placing your order so we can confirm. Then, once your order is placed, it will be processed much faster and smoother.
As a small family company we do occasionally get unexpectedly busy periods when delays will be inevitable, especially during our busiest times of year such as the run up to Christmas. At these busy periods we do post expected dispatch times on the top of the home page to help give you some idea when to expect your parcel.
Delivery charges vary depending on your order weight and the postcode we're delivering to. We don’t add any markup- what you see is exactly what the couriers charge us.
Certain areas of the UK, like the Scottish Highlands, can have higher delivery costs if sent via DPD. In these cases, a handy workaround is to split your order into two smaller Royal Mail parcels. You can check the weight of your products on the cart page to help stay within the weight limits (2.9kg for Royal Mail.)
No, we don’t offer free delivery.
To keep our product prices as low as possible, we charge postage at cost rather than building it into the product prices.
VAT & Taxes - If ordering from outside the UK, VAT won’t be applied at checkout, but you will still have to pay local taxes or import duties - we are not liable for these additional fees and taxes.
Please include your EORI or VAT number at the time of ordering helps ensure everything goes smoothly.
OUTSIDE EUROPE:
Unfortunately we do not dispatch orders outside of Europe, due to the environmental impact of sending goods over such large distances (carbon miles). Additionally, the cost of carriage is likely to be almost as much as, if not more than the value of the goods.
We hope you will be able to source similar products more locally.
Products & Services
Most of the materials we sell are not dyed, and where the material is coloured, the dyes used will always be up to the latest EU safety legislation, and will be non-toxic and free from any animal pigments such as cochineal.
Our envelopes are free from animal based adhesives and do not contain any gelatine. (The sealed parts use PVA and the flap glue is potato starch based)
Our clear bags are plant based with all adhesives free from any animal products including Gelatine.
In essence, as far as is humanly possible we are happy that our products are animal friendly and should be suitable for use by vegetarians / vegans.
Therefore we can't guarantee that our coloured card and paper is acid free / pH neutral - sorry.
Yes! We have a dedicated site for printing.
On there you can select a product, upload your artwork, and go - no need to wait for a quote.
Please visit Eco-Print for details.
Yes (mostly!)
Our card & paper products are cut by us in-house — we can do this for most materials.
Please see our Bespoke Cut Card & Paper page for info.
PLA & Cellulose Compostable Bags
We can produce these subject to MOQs and material availability. The MOQ is usually around 5,000pcs for bags. For more info, see below
The quickest way to find the right fit is with our search tool — just pop in your size (like A4 or A3) and it’ll bring up the best options, with full measurements on every product page.
You can also request free samples if your product is a bit unusual (for example, an A4 planner with some thickness).
Our bags for paper sizes are slightly oversized to allow for items with backing or stiffening boards. We also sell recycled backing boards for most print sizes.
Modifying/Cancelling your Order
Once your order is placed you are taken to a confirmation page. Please take a moment to double check all items and addresses are correct.
On this page, you will have a 30-minute window, in which you can add/remove products, update your address or cancel your order.
Once the window has closed your order can no longer be modified.
If the window has closed, but your order has not dispatched we may be still able to cancel your order only. Please contact us asap if you need to cancel.
If your order has been dispatched we are unable to cancel. You will need to wait for the items to be delivered and then return them to us.
Downloading your VAT Invoice
If you need a copy of your invoice for your records, this can be accessed on the order confirmation page.
Scroll to the bottom and look for the 'Need a VAT invoice?' section.
Here you can enter your VAT number (if you need/want this displayed on the invoice) and then click Download Invoice to obtain a PDF copy.
You can also access a PDF copy of your invoice from the 'Orders' section of your account page. Locate the order you want an invoice for, and click 'Manage Order' > 'Download Invoice.'
When will my order arrive?
We try to keep an up-to-date dispatch time on the banner at the top of our website.
Sending us an email after your order is placed to ask about dispatch can actually slow things down a little, as it flags the order for review and temporarily holds it while we respond.
We offer different delivery options depending on how urgent your order is. If you have a deadline and aren’t sure it will arrive in time, the best approach is to email us before placing your order so we can confirm. Then, once your order is placed, it will be processed much faster and smoother.
As a small family company, we do occasionally get unexpectedly busy periods when delays are inevitable, especially during our busiest times of year such as the run-up to Christmas. During these busy periods, we post expected dispatch times on the top of the home page to help give you an idea of when to expect your parcel.
Before ordering
Check the banner at the top of our website or get in touch if you have a deadline. This ensures we can advise whether your order will arrive on time.
Order placed but not dispatched
Refer to the banner for an idea of current processing times. Orders are usually processed in the order they are received.
Order dispatched
Refer to your dispatch email, which includes a tracking link so you can follow your parcel’s journey.
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Trade accounts
We do not offer a 'trade account' as such - Our online shop is open to hobbyists and corporations alike. We offer a range of quantity discounts to everyone, based on economies of scale - The more you buy the lower the production and packing costs – and the better the price you pay.
Credit accounts / Deferred payments
Unfortunately, we don't offer credit accounts at this time. All orders are processed on a payment-in-advance basis. The only exception is public services like Schools, NHS services and Government or council contracts. If you are contacting us on behalf of a public service, please email us.
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