We’ve pulled together answers to the questions we’re asked most often to help make ordering from our website easy and stress-free.
If you can’t find what you’re looking for, just drop us an email at sales@redberrycrafts.co.uk. We’re always happy to help.
Do Red Berry Crafts make all the products they sell?
Yes, we do. Everything you see here is made by us.
Much of the wood and materials we use are repurposed, giving them a new lease of life as something thoughtful and original.
Some items start as “blanks” such as flasks, lighters or kitchen boards, but these are then designed, engraved and finished by us to make them uniquely Red Berry. We also make many of the cardboard boxes used to package your orders.
Do you accept custom or personalised orders?
Yes, and they’re some of our favourites to make.
Many items on the website offer personalisation. Simply follow the instructions on the product page when ordering.
If you’re looking for something completely bespoke and can’t see it listed, get in touch via our contact form or email sales@redberrycrafts.co.uk. Let us know your idea, preferred colours or dimensions, and include any reference images if you have them. We’ll aim to reply within 48 hours with a quote and estimated timescale.
Custom orders usually take 1–2 weeks to complete, depending on complexity.
Please note that once production begins, custom and personalised items are non-refundable.
I forgot to personalise my item before ordering. What should I do?
If your order hasn’t yet gone into production, email us as soon as possible at sales@redberrycrafts.co.uk. We can cancel the order so you can reorder with personalisation added.
Can I cancel or change my order?
If your order hasn’t entered production, we may be able to change or cancel it. Please email us as soon as possible with your order details.
Once production has started, or if your order has already been dispatched, changes or cancellations won’t be possible.
Can I receive my order sooner than the stated delivery time?
If you need something urgently, add a note to your order or email us before placing it. We’ll always try to help where we can.
For personalised items, we work within lead times that allow us to create something we’re proud to send out. While we’ll do our best, rushed production isn’t always possible.
I haven’t received an order confirmation email. What should I do?
Order confirmations are sent automatically once your order is placed.
If you haven’t received one, please check your spam folder first. If it’s still missing, email us and we’ll be happy to check your order for you.
Does the price shown include delivery?
Delivery is not included in the product price and will be calculated at checkout based on your order weight and postcode.
All prices are shown in £ sterling and include UK VAT at the appropriate rate.
Promotional offers and discount codes are valid for a limited time and subject to availability. If an item purchased at a discounted price is returned, refunds will be processed at the price paid.
For bulk orders larger than the quantities shown on the website, please contact us for a custom quote.
What payment methods do you accept?
We accept all major credit and debit cards, PayPal, Apple Pay and Google Pay.
Payments are processed securely via Stripe or PayPal at checkout.
Do you ship internationally?
We don’t automatically accept international orders, but overseas shipping may be possible. Please email us first so we can confirm availability and provide a shipping quote.
If ordering from outside the UK, you will be responsible for any import charges, including customs fees, VAT or duties charged by the courier at point of import. These must be paid to allow delivery to proceed.
How much will delivery cost?
Delivery costs are calculated at checkout based on the total weight of your order and your delivery postcode.
How will my order be shipped?
Most orders are sent via Royal Mail Tracked 48, although larger items may be sent using a courier. All orders are dispatched using a tracked service.
While Royal Mail aim for 48 hours, we recommend allowing 2–5 working days for delivery, and a little longer during busy periods such as Christmas or Bank Holidays.
Can I collect my order in person?
Collection may be possible by prior arrangement. Please contact us to discuss, and bring your order confirmation with you on collection day.
My order shows as shipped but hasn’t arrived. What should I do?
Once your order is dispatched, you’ll receive an email with tracking details.
Most orders arrive within 3 working days of dispatch.
If your order hasn’t arrived within 5 working days (or 8 during peak periods), please contact us with your order number and we’ll do our best to help resolve the issue.
What is your returns and exchanges policy?
We accept returns on non-custom items within 14 days of delivery, provided they are unused and in their original packaging.
To start a return:
Email us with your order number and reason for return
We’ll provide return instructions
Return postage costs are the buyer’s responsibility
Please keep proof of posting
Refunds are issued within 5 working days of receiving the returned item.
Exchanges are subject to stock availability.
My personalised item is incorrect. What should I do?
If your personalised item doesn’t match the details provided during ordering, please email us with a description of the issue and a photo of the item. We’ll replace it at no additional cost.
If the item has been personalised exactly as ordered, we’re unable to offer a refund.
My item is faulty. What should I do?
If you believe your item is faulty, email us with a photo and a brief description of the issue. Once reviewed, we’ll advise on next steps and arrange a replacement or refund where appropriate.