Ordering FAQ's

Simply complete the returns form found in your order, package it with your item and then apply the enclosed toyou returns sticker to the outside of the package. Take your parcel to any ASDA Store or petrol station and drop off at the signposted toyou return point. You will receive a receipt which can then be used to track your parcel all the way to us!

Please Note: Max weight is 25kg and the max dimensions are 60 x 60 x 90cm

£2.99 inc vat and insurance. To arrange please go to www.myhermes.co.uk/returns/createandcraft and follow the instructions. Please note: Not available in Channel Islands or Isle of Man. Click here for more information on our Returns Procedure.

From your doorstep*: £2.99 inc vat and insurance. To arrange please go to www.myhermes.co.uk/returns/createandcraft and follow the instructions. Please note: Not available in Channel Islands and Isle of Man. Click here for more information on our Returns Procedure.

To return via Royal Mail simply peel off the returns address label from your despatch note and affix to your parcel. Please note this is not a pre-paid label and you will need to pay postage costs. You can then send from any post office. Remember to retain proof of postage for your records.

1. Complete your returns advice note and include in your parcel.
2. Peel off the Collect+ returns label and stick it on to your parcel.
3. Take your parcel to any of the stores offering the Collect+ service. You can find your nearest store at http://www.collectplus.co.uk/
4. You will receive a proof of postage and a code so you can track your return online at https://www.collectplus.co.uk/dashboard/returns
5. Your refund will be processed on receipt of your returned parcel at Create and Craft.

Conditions for using Collect +

• Parcels must be no larger than 50cm x 30cm x 30cm.
• Parcels should weigh no more than 10kgs.
• Parcels must have the appropriate Collect+ label attached.
• You have 14 days from receipt or your parcel to return your items using your Collect+ label (this will expire after 14 days).

Please Note:

• Parcels that do not meet the above conditions will be rejected at the Collect+ point.
• If your product is damaged or faulty or you have been sent the wrong item, please contact Customer Services.

Under the Consumer Contracts Regulations 2013, you have a consumer right to cancel your order and obtain a refund for any item purchased on this website (apart from the exceptions listed below) whether ordered over the telephone or internet.

You are entitled to cancel your contract if you wish provided that you exercise your right to cancel no longer than 14 days after the day on which you receive your goods, or in the case of a multiple order, the last part of the order (other than any goods which you have pre-ordered which will have separate cancellation rights).

If you wish to cancel your order, you must inform us of your decision by a clear statement (e.g. a phone call, or letter sent by post or e-mail). Please also quote your order number when advising cancellation. It may be useful to use this

You should let us know that you wish to cancel before the cancellation period stated above has expired. If you want to put this in writing, this should be sent to us at Customer Services, Ideal Home House, Newark Road, Peterborough, PE1 5WG or email

If you cancel your order

• We will refund the price you paid for the goods for which you are cancelling (subject to certain possible deductions which are detailed in these terms), including the costs of delivery to you. However, please note that we are permitted by law to reduce your refund to reflect any reduction in the value of the goods if this has been caused by you handling them in a way which would not be permitted in a shop; for example if the goods have been used or parts are missing.
• We will process your refund as soon as possible and in any event not later than 14 days after the day we receive back from you any goods supplied, or (if earlier) 14 days after the day you provide satisfactory evidence that you have sent the goods back to us. If you cancel your contract before goods have been sent to you, we will process your refund no later than 14 days after the date you informed us about your decision to cancel your order.
• We will make the reimbursement using the same means of payment as you used for the initial transaction.
• We may withhold your refund until we have received the goods back or you have supplied satisfactory evidence of having sent back the goods, whichever is the earliest.

You should return the goods to us at your cost (following our Returns Procedure as detailed) or hand them to us at our address Ideal Home House, Newark Road, Peterborough, PE1 5WG within 14 days of cancellation. You must take reasonable care of the products, and return them undamaged to us .We request customers to return the products with their original packaging and to ensure that the package is sufficiently robust to minimise the risk of transit damage. Please note that goods are returned to us at your risk and we may make a deduction from the reimbursement for goods that are returned to us damaged.

Please Note: Please Note: the right to cancel does not apply to certain products. As a consumer, you have legal rights in relation to goods that are faulty or not as described. These returns exceptions do not affect these consumer rights. For exceptions view "Returns Exceptions" tab below.

The following items are excluded from return under the Consumer Contracts Regulations 2014 and Create and Craft’s 14 Day money Back Guarantee.

• The supply of goods that are made to the customer's specification or are personalised - for example, pre-cut fabric, a made to measure suit or pair of curtains, or a gift that has the recipient's name engraved on it.
• The supply of goods that are liable to deteriorate or expire rapidly - such as a delivery of fresh flowers or meat.
• Jewellery and watches that have had the security tag removed.
• The supply of newspapers, periodicals or magazines. However, subscription contracts retain the right to cancel provided that the subscription has not commenced.
• The supply of accommodation, transport of goods, vehicle rental services, catering or services related to leisure activities if the contract provides for a specific date or period of performance - for example, hotel bookings, courier services, car hire, restaurant bookings and theatre tickets for specific dates
• In addition consumers will lose their right to cancel if they:
• Unsealed goods that are not suitable for return if they are unsealed, due to health protection or hygiene reasons (eg: underclothing, shapewear, swimwear, intimate apparel and electrical items and items supplied with a hygiene strip at time of delivery that has had the strip removed.
• Unsealed audio, video recordings or computer software.
• Any goods combined with other goods after delivery so that they become inseparable
• Digital downloads once the download has commenced.
• Partially consumed food or drinks (unless otherwise stated)
• These return exceptions do not affect your rights as a consumer

You also have rights under the Sale of Goods Act for repair, replacement or refund of faulty goods. This applies to goods that are found to have an inherent fault dating from the time of manufacture, and excludes damage or faults arising from misuse of the goods or normal wear and tear. Please contact Customer Services and they will advise on the best way to deal with any products that are considered to be faulty.

Sewing Machine Problems?

If you are having an issue with one of the machines listed below, and it is still under warranty, please contact our Customer Services Team on 0330 3321300 in the first instance. We would like to arrange for our trusted sewing machine technician to call you to ascertain the nature of the problem before a return is made. Below is a list of sewing machines affected, along with the product code, description and warranty length.

If you require further assistance you may contact our