Your rights
Returns, cancellations & delivery
Last updated 9 August 2026.
Who you are buying from
Crafted in Essex — a family-run workshop business trading in Essex.
23 Crouch Avenue, Hullbridge, Essex, SS5 6BS, United Kingdom.
Email: hello@craftedinessex.co.uk
WhatsApp / phone: 07777 426 874
We are a two-workshop family business. Pieces are made in Hullbridge and Chelmsford, and the address above is our business address and the address for returns.
Your right to cancel
If you buy from us online, you can normally change your mind for 14 days from the day you receive your order, without giving a reason. Tell us within that time and you then have a further 14 days to send the item back. We will refund you within 14 days of getting it back.
To cancel, just email or WhatsApp us on the details above. A clear message is enough — there is no form to fill in.
The important exception: personalised pieces
The 14-day right to change your mind does not apply to anything personalised or made to your own specification — for example a shell engraved with a name, a regiment, a service number or a date. Once we have started making a piece that carries someone's name on it, we cannot sell it to anybody else.
This is the law (the Consumer Contracts Regulations 2013), not our policy. We will always tell you before we start if your order falls into this category, so you have a chance to check the spelling.
To be clear about what is not covered by that exception: a standard item that we simply print after you order it — a plain articulated tank, a keychain, a vase — is not personalised. Those carry the full 14-day right to change your mind.
If something is faulty or not as described
This is separate, and it always applies — including to personalised pieces, and including to anything bought from us at a craft fair. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not:
- within 30 days you can ask for a full refund;
- after that, you can ask for a repair or replacement, and a refund if that does not put it right.
Send us a photo on WhatsApp — it is usually the quickest way to sort it out.
Return postage
If you are simply changing your mind, you pay the cost of returning the item to us. Please get a proof of posting; until it reaches us it is still your responsibility.
If the item is faulty, damaged or not what you ordered, we pay — we will refund your return postage or arrange collection.
You are welcome to drop a return back to us in person in Hullbridge or Chelmsford instead, free of charge. Message us first to arrange a time.
Condition of returns
Please return items in the condition you received them. You are allowed to handle a piece as you would in a shop to see what it is; if it has been used or damaged beyond that, we may reduce your refund to reflect the loss in value.
Delivery
- Everything is made to order. Typical making time is 2–5 days, and it is stated on each item.
- We post first class within the UK. Postage is shown on each item before you buy.
- Local collection is free from Hullbridge or Chelmsford.
- If anything is going to take longer than we said, we will tell you rather than leave you waiting.
Bought from us at a craft fair?
Goods bought face to face at a fair do not carry a statutory right to change your mind — that right only applies to distance and off-premises sales. Even so, if you get home and it is not right, talk to us. Your faulty-goods rights above apply in full either way.
Complaints
Contact us first and we will try to put it right. If we cannot resolve it between us, you can get free, impartial advice from Citizens Advice consumer service on 0808 223 1133 or at citizensadvice.org.uk.
Nothing on this page affects your statutory rights.