Contact Us

Customer Care Policy

We’re proud to support our global crafting community and are here to help whenever you need us. Our Customer Care team is friendly, knowledgeable, and committed to resolving any questions or concerns as quickly as possible. Take a look below to learn more about how our Customer Care process works.

Customer Service Opening Hours:

UK (GMT)

Monday - Thursday: 8:30am - 5pm

Friday: 8:30am - 4pm

US (EST)

Monday - Thursday: 3:30am -12pm

Friday: 3:30am - 11am

How to Contact Us:

• Contact Us support form: located at the bottom right of our website, please use this form to reach out directly to our team. Please include, if you have it:

• Your full name

• Your order number

• Information about your concern

• Any screenshots, pictures, or files you need to share with the team

• Email: customerservices@crafterscompanion.co.uk Please include, if you have it:

• Your full name

• Your order number

• Information about your concern

• Any screenshots, pictures, or files you need to share with the team

• Note: Emails sent directly to our team will not be answered

• Phone: You may call us on 01388 663251 during our business hours. Please note, the team will ask you to share your name and your email address so they can access your account to help with your query. If you do not want to share this information, our team will be unable to help you via phone.

• Have a quick question? Try our FAQ page

• Need information about shipping or delivery? Check our Delivery page.

• Have a question about Returns? We’ve shared details on our Returns page.

Our Commitment

Timely Response

We aim to respond to all emails as quickly as possible and, wherever we can, to resolve your enquiry within seven business days. During busier periods, responses may take a little longer, and we truly appreciate your patience. Some queries may also require additional time due to their complexity, but our Customer Care team will keep you updated throughout. If a concern is urgent, our team may prioritise it where appropriate

Our Balanced and Consistent Approach

We value every member of our community and are committed to addressing all concerns in a fair, consistent, and unbiased way

Confidentiality and Privacy

We take your privacy seriously. Your personal information is handled in line with our GDPR policy and is only accessed by authorised team members when necessary to support you or look into any concerns. 

Our Process:

• Get in Touch – You contact us with your concern.

• We Look Into It – Our team investigates the details.

• We Sort It – We respond with a solution or next steps.

Your Commitment

At Crafter’s Companion, kindness and respect are at the heart of everything we do, for both our customers and our colleagues. We’re proud of the care our Customer Service team takes in supporting our community, and we ask that all interactions remain courteous and respectful.

While we understand that concerns can sometimes feel frustrating, we’re unable to accept abusive, aggressive, or threatening behaviour toward our team, whether in person, by phone, on social media, or via email. Our colleagues work hard to provide the best possible service and deserve to be treated with consideration at all times.

In rare situations where communication becomes hostile or abusive, we may need to limit contact to written correspondence only. We appreciate your understanding and thank you for helping us maintain a positive and respectful environment for everyone.