Pre-order FAQs

What happens after I've pre-ordered?

We will keep you informed on the progress of the campaign, give you insider access into the design and manufacturing of the product, and of course let you know when your product will be dispatched.  

How much is shipping?

The shipping cost is displayed at checkout and will depend on your location.  The bag will be shipped from our warehouses in the UK, US and Far East, depending on product and customer location.   For EU customers, despite Brexit we are pleased to inform that all duties and VAT will be prepaid.  Customers outside of UK, EU, US and Far East may be subject to local taxes.  

Can I trust you with my money?

If you have pre-ordered an item, you can request your money back at anytime before we have dispatched your product.  Simply email us at info@craftcadence.com and to receive a full refund, no questions asked.  

As this product is offered as a pre-order, it is not yet produced.  We will proceed to  producing it once the crowd funding goal is met.  If the goal is not met, it is up to the discretion of Craft Cadence whether to produce the product nevertheless, or to deem the campaign unsucessful and refund all customers in full.  There is no risk of losing your money if you pre-order.  Either you receive the product you reserved at the lowest possible price, or you receive a full refund.  

If we have already dispatched the product or it does not work out when your item arrives, it is subject to our normal returns policy, which means you can return the product within 14 days for full refund if the product is in new and resaleable condition (buyer meets shipping cost back to us).    

 

How long will it take to receive my product?

The ship date indicated on the product page is an estimate.  We will do everything we can to meet this date, if anything changes we will let you know in advance and you can decide if you are able to wait longer.  

Once the package is shipped by courier service, unless otherwise stated the delivery time is 4-7 working days for the UK and up to 5-9 working days for EU, USA and Australia.  

 

How do I track the status of my package?

Once parcels are dispatched, you will receive an email with the tracking link.  Please note that for some countries, the status will only update after the item has passed customs.  Please be patient and allow 2-3 days for the tracking status to update.  

 

What should I do if I haven't received my package?

If you have pre-ordered and believe you have not been informed of your delivery and tracking number, please reach out to info@craftcadence.com and we will look into the matter. 

We guarantee delivery.  If your parcel has been lost in transit by the courier, we will resend another bag to you at our cost.  However, we will work with you to exchaust all possibilities so you receive your order, such as checking with neighbours, proof of delivery photos, GPS location of last location of parcel, etc.