SHIPPING & RETURNS

Shipping Policy

The post can be slower than usual at the moment. Thanks for your patience!
We hope you will find that placing an order with us is super easy.  You will be able to create an account which will enable you to track your order. If you don’t want to create an account you can checkout as a guest. Payments can be made using all major credit cards or Paypal. No payment or card data are held by us on our systems. 

Your order will be carefully hand packed, checked and in most cases will be dispatched within 2 working days following receipt of payment (usually sooner). Custom gifts will be sent out within maximum 5 days. We'll send you an email to let you know your order is on its way.

Unfortunately we can't add items to orders already placed. Sorry!

 

UK Orders

For UK orders we have flat rate delivery charges:

2nd Class (approx. 2-5 working days) - £2.50. Free for orders over £25 - happy days!

1st Class (approx. 1-2 working days) - £4.50

Bulky or heavy (over 1kg) orders may be sent by courier and should be with you in 3 - 5 days from dispatch.

 

International Orders

We are based in the UK but are happy to send orders to most international destinations.  We use flat rates (up to a certain weight):

Europe  -  £12.50 (up to 1kg*)

USA and Canada - £17 (up to 500g*)

Rest of the World – £16 (up to 500g*)

 

Royal Mail aims to deliver to international destinations within 5-15 working days, but it can take up to 25 working days, particularly if customs clearance is required.

* For orders over these weights we will contact you prior to dispatch to advise of the additional charges. 

 

All orders shipped to our customers in the  EU will be despatched under the IOSS scheme.

This means that VAT at your local country rate will be collected at check out on orders under €150 Euro (approx GBP£130). This also means that you should get your parcels more quickly as they fast-track the customs procedures at borders. Parcels are sent with our IOSS / VAT details clearly displayed, and labelled duty exempt. (You may be charged handling or processing fees by your local post office - but no VAT or duty should be charged). Orders over €150 are not currently covered by IOSS, and may be subject to import duty and VAT on reaching your jurisdiction.

*Note for our Czech and Romanian customers - these two countries are not yet participating in the IOSS scheme so VAT for orders for customers in these locations will not be collected at checkout. Therefore taxes and handling fees may still apply when the items are delivered (just to confuse you all a little bit more...)

IMPORTANT:

Products delivered to destinations outside the UK may be subject to taxes, fees, customs duty, levies or other charges as a result of local legislation or customs formalities. It is the customer’s responsibility to pay any other customs duties, taxes or other fees applicable. This may also apply to customers in EU countries after 1/1/21. Please note that in some countries, such as the USA and Canada, the person ordering products may receive a request for payment of these charges, in which case you will be responsible for paying these additional charges. Payment by you or the recipient (as applicable) must be received by the relevant customs authority before delivery of the products will be made. Unfortunately, we have no control over these charges and cannot predict what they may be, so we are unable to offer any assistance on these processes.

Your local customs office will be able to advise. Please do check this before ordering - by agreeing to our terms and conditions on checkout you are agreeing to pay any charges associated with your order. Thank you!
 
Please note:

We always obtain proof of postage. In our experience, Royal Mail is a very reliable service. If your parcel has not arrived as soon as you hoped please allow 10 working days for UK orders and 30 working days for international orders before you contact us to allow sufficient time for postal delays to be cleared.  If your parcel hasn't arrived it's worth checking with your neighbours and local sorting office because missing parcels are often there, sometimes without a card being left. Please note, if you ask us to deliver to somewhere other than your shipping address (eg a neighbour, somewhere on your property etc.) you will be accepting responsibility for this and we will not be able to help if there is any loss or damage in this instance.

All our delivery times are estimates and we cannot be held responsible for delays in deliveries caused by customs or the postal/courier services.

If your parcel is returned to us because it wasn't collected from the sorting office or the incorrect address was given, we can arrange to have it sent back to you for an additional shipping cost. If it is returned to us because customs charges are not paid, we will refund the cost of the items if they are returned to us but not any delivery charges associated with the shipping or return. 

Delivery

COVID-19

I am still able to send out orders following my usual dispatch times outlined below of 1-3 working days. However it is possible that the current situation may mean that orders take slightly longer than usual to pass through Royal Mail's system, please be patient during this challenging period - thank you.

Return & Exchange Policy

This policy applies to sales made through this website only.

We want you to be completely happy with your purchases. If you are not satisfied with your purchase, notify us within 14 days of receiving the goods. We will give you a full refund provided that the goods are returned unused, in their original packaging and in the condition originally sent. (We regret that due to hygiene reasons face masks cannot be returned). 

Please check goods on delivery, faulty or damaged items can be returned, please notify us within 14 days of receiving the goods, and they will be replaced where possible or a full refund given. After this time we have no liability for goods said to be damaged on delivery. We cannot exchange or refund customer damaged items, but may be able to repair them. This does not affect your statutory rights.

Please note that we are not responsible for return postage and advise that items are returned by recorded delivery as refunds can only be given on goods received by us.

Return address: SNAGASAWA Crafts, 3 Catalan Close, Stafford, Staffordshire, ST17 4XS

Distance Selling Regulations

Under the UK Consumer Protection (Distance Selling) Regulations 2000, you have the right to cancel your order within 14 working days from the day after the day of receipt of the goods without giving a reason.

If your order has been confirmed, but you have not yet received the items, you can change or cancel your order Contact Us. If your order has already been dispatched, as well as notifying us that you wish to cancel you will need to return the cancelled item(s) at your own expense to the address given. We will refund the order or relevant part of it, including any original delivery charge to you if the whole order is returned as soon as possible and in any case within 30 days of cancellation.

If you cancel your order and we do not receive the item back from you, we may arrange to collect the item from you at your cost.