Help & Support

How Can We Help?

Find answers to our most common questions below. If you can't find what you're looking for, please contact us and we'll be happy to help.

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Shopping Perks

Shopping with Art Inspirations Crafts UK comes with a few lovely perks.

  • Gift Cards — available in a range of amounts, ideal for the crafter who knows what they love.
  • Phone Orders — prefer to order by phone? Call Mandy on 07825 603594 (please note this line is not available during live events). Have your billing and shipping details ready.
  • Loyalty Club — earn points on purchases, birthdays, referrals, and more. Look for the Rewards icon in the bottom left corner of our website to sign up and view your points.
  • Wishlist — save the products you love and come back to them whenever you're ready. Simply click the heart icon on the bottom right of any product image to add it to your wishlist.
  • Free UK Shipping — on all orders over £30. If you place combined orders and are charged extra postage, this is always refunded.
  • Pay Later — spread the cost with Klarna or PayPal Pay in 3, at no extra charge.

Rewards & Loyalty Club

How do I join the Rewards Club?

Joining is free and easy — simply click the Rewards icon in the bottom left corner of any page on our website, or create an account to start earning points on every purchase straight away. No separate sign-up form is needed.

How do I earn points?

You earn points every time you place an order when logged into your account. Points are calculated based on the value of your purchase and are added to your account once your order is confirmed.

How do I redeem my points?

  1. Log into your account at checkout.
  2. On the payment step, you'll see your available points balance.
  3. Choose how many points you'd like to redeem — they'll be applied as a discount to your order total.

Please note: You must be logged in to your account to redeem points. Points cannot be applied after an order has been placed.

Points cannot be combined with other offers. Rewards points are not redeemable when a discount code has been applied to your order, or when a promotional discount is automatically applied at checkout (such as a sale or bundle offer). Only one discount can be used per order.

Can I check my points balance?

Yes — click the Rewards icon in the bottom left corner of our website at any time to see your current points balance and available rewards.

Do my points expire?

Please contact us if you have any questions about your points balance or expiry.

Gift Cards

How do I buy a gift card?

We offer gift cards in a range of amounts — perfect for any crafter. Browse our Gift Cards for All Occasions as well as our seasonal Christmas gift card range. Gift cards are delivered by email, so there's nothing to post and no waiting around.

How do I redeem a gift card?

  1. Add your chosen items to your basket and proceed to checkout.
  2. At the payment step, enter your gift card code in the gift card or discount code field.
  3. The value will be applied to your order total automatically.

If your order total is less than the gift card value, the remaining balance stays on the card for future use. Gift cards cannot be exchanged for cash.

Online Workshops

How do I purchase an online workshop?

Online workshops can be purchased directly from our website just like any other product — simply add to your basket and checkout as normal.

How do I access my workshop after purchasing?

Once your order is confirmed, you will receive an email containing your workshop link. Please allow a short time for this to arrive and remember to check your junk or spam folder if you don't see it in your inbox.

Your workshop link gives you access to the session content — please keep this email safe as it is your personal access link.

I haven't received my workshop email — what should I do?

  1. Check your junk or spam folder — automated emails can sometimes be filtered here.
  2. Make sure the email address on your order is correct by checking your account page.
  3. If you still can't find it, please contact us with your order number and we'll resend the link to you.

Delivery & Order Tracking

How will my order be sent?

All orders are sent via Royal Mail Tracked, so you'll receive a tracking number once your order has been dispatched.

How long will my order take?

Delivery typically takes between 24 and 96 hours from dispatch. Please allow a little extra time if your order is placed over the weekend, as our distribution warehouse is closed on Fridays, Saturdays, and Sundays — orders placed during this period will be processed from Monday.

Is shipping free?

Yes — standard UK shipping is free on all orders over £30. If you place multiple orders and are charged additional postage, this is always refunded.

Do you ship to the Isle of Man, Channel Islands, or other UK territories?

We are happy to ship to the Isle of Man, the Channel Islands, and similar UK territories, however standard shipping rates may not apply to these locations. If you experience any difficulty placing an order or are unsure about postage to your address, please contact us by email before ordering and we'll arrange the appropriate postage option for you.

How do I track my order?

Once your order has been dispatched, you'll receive a confirmation email containing your Royal Mail tracking number. You can use this to track your parcel at royalmail.com.

If you haven't received a dispatch email or have any concerns about your order, please contact us and we'll look into it for you.

Returns & Refunds

We want you to be completely happy with your purchase. Please read our returns information below — for full details, see our Refund Policy.

Can I return an item?

Under the UK Consumer Rights Act 2015, you have the right to return most items within 14 days of receiving them, for any reason, provided they are unused and in their original condition. Please contact us before returning anything so we can guide you through the process.

What if my item is faulty or damaged?

If your item arrives faulty or damaged, please contact us within 14 days of receipt with a description and photo of the issue. We'll arrange a replacement or refund as quickly as possible.

Are sale items returnable?

Sale items are non-returnable unless they are faulty or damaged.

How long do refunds take?

Once we've received and inspected your return, refunds are processed back to your original payment method. Please allow a few working days for this to appear in your account.

Live Events

Where do you go live?

We go live every Sunday and host a Weekly Wow session — both on the Get Crafty with Leonie's Lives page. You can also find all the details and upcoming schedules on that page.

How do I order during a live?

You can place orders on our website as normal during a live event. Please note that Mandy's phone order line is not available while a live is in progress — if you need help placing an order, please use the website or contact us after the live has ended.

Angel Policy

We love seeing what our crafting community creates! Our Angel Policy sets out how you can use Art Inspirations Crafts UK products in your creative work and selling activities.

What is permitted

You are welcome to sell finished handmade items that you have personally created using our products, including our stamps, stencils, rub-ons, and other craft supplies. This applies to items sold at craft fairs, markets, on platforms such as Etsy, or through your own channels.

Conditions

  • Items must be handmade by you — our Angel Policy does not extend to mass production or commercial manufacturing.
  • Each finished piece must be a unique, handcrafted creation. Producing identical items in large quantities using our designs falls outside the scope of this policy.
  • Whilst not required, we always appreciate a credit to Art Inspirations Crafts UK when sharing your makes online — it helps our community grow and lets other crafters discover our products.

What is not permitted

  • Reselling our products in their original, unused form.
  • Reproducing, scanning, or digitally copying any of our original artwork, stamp designs, or stencil patterns.
  • Mass production of items using our designs for wholesale or commercial manufacturing purposes.
  • Sharing or distributing our products, designs, or digital files with third parties.
  • Using our products or designs to create digital products for resale (e.g. printables, digital downloads, SVG files).

Share your makes with us!

We'd love to see what you create! You can share your finished makes in two ways:

We regularly share and celebrate the amazing things our community creates — we can't wait to see yours!

If you have any questions about whether a specific use is covered by this policy, please get in touch and we'll be happy to help.

Checkout Troubleshooting

What is Shop Pay and why is it appearing at checkout?

Shop Pay is an accelerated checkout service that saves your payment and delivery details to speed up future purchases. If your email address or phone number is registered with Shop Pay, it will automatically appear at checkout — even if you didn't sign up for it intentionally, as it works across all Shopify-powered stores.

Shop Pay is intercepting my checkout — how do I get past it?

If Shop Pay is appearing and preventing you from checking out normally, follow these steps:

  1. At checkout, scroll down past the Shop Pay button.
  2. Enter your email address in the field below it.
  3. Continue through to the payment step.
  4. Select your preferred payment method (e.g. PayPal, credit/debit card).

If a prompt appears asking you to verify via a text code, look for a small link saying "Not you?" or "Continue without Shop Pay" and tap that instead.

How do I opt out of Shop Pay permanently?

Opting out is a one-time fix and takes less than a minute. No app download is needed — it works entirely in your browser:

  1. Open your browser (Chrome or Safari on mobile).
  2. Go to shop.app/opt-out.
  3. Enter the email address or phone number you use on our website.
  4. Follow the prompts to opt out.

Once done, Shop Pay will no longer appear at our checkout (or any other online store).

I want to pay with PayPal but can't see it as an option

PayPal may not be visible if Shop Pay is intercepting your checkout before you reach the payment step. Follow the steps above to scroll past Shop Pay and enter your email — PayPal will then appear as a payment option on the next screen.

I'm being asked to log in even though I'm already logged in

This is a known conflict between Shop Pay and your customer account — they are two separate login systems. The quickest fix is to opt out of Shop Pay using the steps above. Once opted out, the checkout will go straight to the normal email and payment flow.

I can't proceed to checkout — the page won't load or the button isn't working

If you're unable to reach the checkout page at all, the issue is usually caused by your browser storing outdated data. Try the following steps in order:

  1. Refresh the page — press F5 on a keyboard, or pull down to refresh on mobile.
  2. Clear your browser cache and cookies:
    • Chrome (mobile & desktop): Settings → Privacy and Security → Clear browsing data → tick Cookies and Cached images → Clear data.
    • Safari (iPhone/iPad): Settings app → Safari → Clear History and Website Data.
    • Firefox: Settings → Privacy & Security → Clear Data.
  3. Try a different browser — if you're on Chrome, try Safari or Firefox, and vice versa.
  4. Try a different device — if possible, attempt checkout on another phone, tablet, or computer to rule out a device-specific issue.
  5. Disable browser extensions — ad blockers and privacy extensions can sometimes interfere with checkout. Try disabling them temporarily.
  6. Check your internet connection — switch between Wi-Fi and mobile data to see if the connection is the cause.

If none of the above resolves the issue, please contact us and let us know which browser and device you're using — we'll do our best to help you complete your order.

Still Need Help?

If you're still experiencing issues, please get in touch — we're always happy to help you place your order.