Shipping & Returns
If you live in the UK Mainland (unfortunately this does not include the Scottish Highlands and Islands, Northern Ireland, Outer Hebrides, Guernsey, Jersey, Isle of Wight and Isle of Man as these areas are subject to additional postal charges according to volumetric weight and parcel size), you will receive our FREE NEXT DAY DELIVERY service via DPD if you order 2+ spools or any order over £35 if purchased before 3pm at no extra charge. Mon-Fri (Does not include Weekends or Bank Holidays).
EU customers. Now the UK is no longer part of the of the EU trade framework, there may be slight delays to overseas orders whilst mandatory and new regulatory paperwork is raised. You may also find (country dependent) additional import duties may be charged when reaching the destination country. This is totally beyond our control as it is managed and imposed by the receiving countries.
Ensure that you complete the address and shipping details, plus contact telephone number in full and correctly at the time of checkout. We cannot be held responsible for a parcel not reaching its destination if the supplied postal information is incorrect.
You will receive one or two emails when your order has been successfully placed. One when your order is actually being physically processed through our system and another when your order has actually been dispatched. Please note we mark your order as dispatched when it is boxed up and ready to go, however our couriers may not collect until later in the day, which will mean that you will not able to view the tracking status on your order until it has been "scanned in" by the couriers. Please note we also offer collection in person.
Return & Exchange Policy
Cancellation and returns. If there is a product issue rest assured we will resolve ASAP.
If there is a problem with your goods, please notify us by email or in writing within 14 days to firstname.lastname@example.org providing details of the issue. Alternatively you can contact us via our online messaging system or by telephone 01702 611027.
All customers have the right to cancel their order under the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations.
Your right to cancel an order for goods starts the moment you place your order and ends 14 days from the day you receive your goods.
If you are in possession of the goods you are under the duty to retain them and take reasonable care of them. You must send the goods back to us to our contact address at your own cost (unless we delivered the item to you in error or the item is damaged or defective as in these circumstances CreateTek will cover the cost of return) as soon as possible once you have cancelled the order.
This policy does not apply to goods ordered by businesses which are exempt from the Distance Selling Regulations, or the following goods which are exempt from the right to cancel. Or any items which have been personalised or modified to your specification.
You may properly examine the goods for 14 working days as you would do had you visited our store, however you may not return any goods that have been damaged through own use, unless they are found to be faulty.
If you fail to return the goods, we will collect them, and we will charge you the direct cost of collection. If you fail to take reasonable care of the goods before they are returned to us, resulting in damage or deterioration, we will charge you for the reduction in value.
Once we have contacted you and agreed that the items may be faulty, we will arrange for the collection and refund all monies paid to us by you including any postage and carriage as soon as the goods have been returned to our store for inspection. If upon our inspection the goods are found not to be faulty, we will return them to you, however you may be required to cover our reasonable postage costs. We treat each return as an individual case.
If an exchange is necessary, this will be arranged without unreasonable delay and without charge. Replacement goods will not be dispatched until the original goods have been received at our store and checked unless otherwise agreed in writing or on the telephone by a CreateTek representative.
We will arrange and pay for the collection of the goods and where applicable immediately dispatch a replacement.
If an item is no longer available we will offer an alternative. However our liability will be to replace the faulty goods only and we are unable to guarantee an exact match. In this instance you will have the option of a refund.
We are unable to guarantee an exact colour match as you see it on your computer, laptop or other screen, as colour variations differ according to manufacturer, make and model.
Business customers, or customers exempt from the distance selling regulations may not cancel an order without our mutual agreement.
This cancellation policy does not affect your legal rights – for example, if goods are faulty or incorrectly described.
Returns should be sent to:
Createtek - 93 Prince Ave, Westcliff-on-Sea, Southend-on-Sea. Essex. SS2 6RL - +44(0)1702 611027