Delivery and Returns Information
Orders & Purchases
How do I cancel or edit an order?
How do I cancel or edit an order?
On occasion, we may be able to cancel or amend your order if we are notifed in good time. Please contact our customer service as soon as possible. Here’s what you can do:
- Contact our customer service via email address, or Live Chat.
- Have your order number ready when contacting customer service.
- We cannot guarantee changes to orders after 24 hours of placement. This is because orders may be processed once received
How can I track my order?
How can I track my order?
You can track your order by checking the shipping confirmation email, which contains a tracking number and a link to the courier's website. Alternatively, log in to your account on our website, navigate to "My Orders," and click on the tracking link provided for your order.
What if there is a problem with the order I received?
What if there is a problem with the order I received?
In the unlikely event that you receive damaged products or an incomplete order, please email info@craigmoreonline.co.uk within 48 hours of receiving your order. If the item has been received damaged it is the responsibility of Craigmore to arrange a collection. Please note that returned items must be adequately packaged for collection to ensure that no further damage is incurred when in transit back to Craigmore. If items are returned with insufficient packaging (i.e. they are not in their original packaging and state as received upon delivery) and additional damage is incurred, a repair fee may be charged.
Re-delivery Charges
Please be aware that in some cases a re-delivery charge may be required if there has been a number of failed delivery attempts by our courier. If the delivery has failed because incorrect or insufficient shipping details have been provided or the recipient was not present to receive the shipment, then it will be the responsibility of the customer to cover all re-delivery fees if applicable.
An item in my order has developed a fault - what should I do?
An item in my order has developed a fault - what should I do?
If your product has developed a fault, please get in touch with us immediately so that we can advise you further. Our various brands will cover different warranty periods* and we will be able to let you know exactly how much warranty is left on your product. In the event that your item needs to be returned for inspection due to a suspected fault, we will cover the return postage cost providing we have been notified within 14 days of receiving your order. After this period it is the responsibility of the customer to pay for postage charges. We recommend that items returned to us after the 14 day period should be sent by Recorded Delivery or equivalent service. Craigmore will not be held responsible for any damaged or uninsured returned items lost in transit sent by customers.
Inspected Products found to be faulty
If a genuine fault is found upon inspection, Craigmore will replace/repair under warranty and return back to the customer as soon as possible.
Inspected products found not to be faulty
Upon inspection of a returned item, if the product does not appear to have any fault, or if a fault has developed due to misuse of the item, it will be the customer's responsibility to cover all returns postage charges (both to and from Craigmore) as well as any costs involved for non-warranty repair.
*Please note that Karcher Home & Garden machines hold a worldwide warranty and therefore can be repaired/replaced by any Karcher Center after 30 days from purchase. Any faults experienced before 30 days must be returned to Craigmore. If your Home & Garden machine develops a fault after 30 days we may advise you to contact Karcher directly who will be able to assist.
Damaged upon delivery
If your order has arrived damaged it is important that Craigmore are notified immediately and a collection of the damaged product(s) will be arranged. Please note that returned items must be adequately packaged for collection to ensure that no further damage is incurred when in transit back to Craigmore. If items are returned with insufficient packaging (i.e. they are not in their original packaging and state as received upon delivery) and additional damage is incurred, a repair fee may be charged by Craigmore.
Returns
My item is not suitable, what should i do?
My item is not suitable, what should i do?
Online Purchases
Not happy with your new product? No worries. We’ll give you a full refund if your product is unused.
If you have purchased from our online store you will be able to return your goods up to 28 days from delivery. Any return requests must be made known to Craigmore within 14 days from when you received your order, after which you will have a further 14 days to make your return. Please note that returns will only be accepted providing the item is still in its original, unopened packaging and is unused/undamaged. Return requests made after 14 days from delivery and items not received within 14 days thereafter, will not be accepted or eligible for a refund.
In-Store Purchases
If you have purchased your product in-store you may return it for a full refund within 14 days from delivery/collection, providing the item is still in its original, unopened packaging and is unused/undamaged. Items which have been used or returns made after the 14-day time period will not be accepted or eligible for a refund.
What is your returns policy?
What is your returns policy?
We offer a 30-day return policy for most products. Items must be in their original condition, unused, and with all packaging intact. Please refer to our Returns Policy page for more details on eligible products.
How do I initiate a return?
How do I initiate a return?
To start a return, contact our support team with your order number and reason for return. We’ll provide detailed instructions, including where to send your item.
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
Once we receive your returned item, processing typically takes 5-7 business days. Refunds will be issued to your original payment method.
Shipping & Tracking
How long does shipping take?
How long does shipping take?
Shipping typically takes 3-5 business days after your order is processed. In total, you can expect to receive your order within 7-10 business days. Delivery times may vary depending on your location and the shipping method chosen at checkout.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
If your order hasn’t been processed yet, you can contact our support team to update your shipping address. Once the order is shipped, we’re unable to make changes.