FAQs

We've put together some commonly asked questions to give you more information about Minions of Craft, and to help you navigate our web-shop.

If you have a question that you can't find the answer to, please Contact Us. 

What payment methods do you accept?

We currently use both PayPal & Stripe payment gateways. PayPal accept payments via cards along with account payments if you are already signed up with PayPal. Stripe is our credit & Debit card payment provider along with the use of Google & Apple Pay, this can be selected using the Credit/Debit card section during checkout.

What delivery methods do you offer?

We offer a variety of different delivery options for the UK and Internationally. For a list of delivery options please see our Delivery Information page.

When will my item be despatched?

We despatch Monday-Friday (Excluding bank holidays) with in stock orders received before 2pm being despatched the same working day. Orders for Pre-Order, Special Order, Back Order & Personalised items will typically be despatched within 3-5 working days, for full details see our Special Order/Pre Order page. Items may be despatched sooner than stated.

When will my item arrive?

We offer a variety of different delivery options for the UK and the rest of the World with different services having different delivery time frames. For a list of delivery options please see our Delivery Information page.

I have made an order, where can I find my tracking information?

Where full route tracking options are provided, either we or the courier used will provide an email with tracking information links. For other services, we use delivery confirmation services which will have a scan point at the point of delivery but no tracking details can be provided.

My item has arrived damaged/faulty, what should I do?

If your item(s) have arrived damaged, please see our Damaged/Faulty goods policy which can be found on the Returns/Refund policy page for details. 

My order has arrived but all/some of it is Incorrect, what should I do?

If your item(s) have arrived and they are incorrect, please see our Incorrect/Incomplete Order Policy which can be found on the Returns/Refund Policy page for details.

I've not received my order?

Estimated delivery times can be found on the Delivery Information page. If your order is not received within the estimated time frame please see our Order Not Received Policy which can be found on the Returns/Refund Policy page for details.

I no longer need my item; can I send it back?

We have a 30 day return period on new & unused items excluding personalised, custom, perishable & free items. For full details of our returns policy please see our Returns/Refund Policy page for details & how to proceed.

How do I cancel my order?  

If your order is yet to be despatched please contact us immediately via email (sales@minionsofcraft.co.uk) our contact us form or live chat facility with your order number and cancellation request. For orders that are already despatched/processed, items would need to be returned to us before any cancellation can be processed. We are unable to cancel any personalised item orders/special orders that have already been made. Please see our returns/refund policy page for full details.

I've registered but can't access my account?  

If you registered with us before Friday 9th December, then our website has switched to a different host and you will need to register again. This can be done by clicking the my account button in the top left on desktop or in the menu drop down in the top left on Mobile.
If you have registered after Friday 9th December, please either use the "forgot my password" button or contact us directly and we'll get this resolved for you

I'm a club member but aren't able to login?  

If you registered with us before Friday 9th December, then our website has switched to a different host and you will need to register again. This can be done through the club page and selecting the appropriate membership option and completing your order. If you've registered with us since Friday 9th December, please either use the "forgot my password" button or contact us directly and we'll get this resolved.

I'm a club member but I'm not getting my discount?  

Check to ensure you are signed in. If you are then items without any options should show a green price which is your club account price, items with options to select will show the green price once you select the option you require. Unlike our old store, the savings you receive will not be highlighted during checkout, our new system will only show additional discounts received after your club pricing.

Can I get a sample length of ribbon?

We offer a sample set service which can be ordered through our store. This service offers up to 8 sample lengths of any of our in stock, cut length ribbons, tape or Bias with the only cost being that of postage. Alternatively, if you require more than 8 or a full sample set of a particular range please contact us at sales@minionsofcraft.co.uk with your request and we shall provide all details.

I've seen a ribbon that I like, but I need a lot; can I buy it as a Full Roll?

The vast majority of our cut length ribbons can be provided as a full roll. Some items will have this option available to order directly either from stock or as a pre-order by selecting the full roll option from the drop down menu. For items that don't have this option, please contact sales@minionsofcraft.co.uk with the item details and the quantity required and we shall check availability and provide further details.

I've ordered multiple lengths of a ribbon, will it come as a single length?

We will, whenever possible provide the total amount ordered as a single length but this cannot be guaranteed. If it is essential that a cut length ribbon order is provided as a single length please contact us after ordering, providing your order number and single length request and we shall make a note of this against your order. If in the event we are then unable to provide a single length we shall contact you prior to processing with further details so you may decide whether to proceed or not. 

I've ordered a full roll of Ribbon, will it be a single length?

We cannot guarantee that the ribbon contained within a full roll is provided as a single length. Splits or Joints may be present within a full roll resulting in multiple lengths being contained

Can you cut my ribbon into specific lengths?

This service can be provided as an additional charge of £0.25 per additional cut. For example an order of 20 metres to be cut into 2 metre lengths would require 9 additional cuts and be subject to a £2.25 charge. Please be aware, our minimum payment amount is £1.50.

How will my order be provided?

We provide details of how each individual product will be packaged which can be found within the product descriptions. In general we use Biodegradable gripseal bags & recyclable paper wrap for individual items and for outer packaging we use recyclable boxes & Biodegradable/recyclable padded envelopes with recyclable paper tape. Where possible we will package items in such a way that orders may be placed through a letterbox but this may not always be possible.

Can I get a discount on buying multiple lengths of ribbon?

When after purchasing a large quantity of ribbon it is often cheapest to purchase as a full roll. Our full roll prices will be cheaper per metre than that of our cut lengths due to the less handling required and that lengths, splits/joints and condition cannot be guaranteed throughout a roll.

I can't find an item I'm looking for; can you order it in for me?

We have a huge variety of products that we can provide that aren't listed on our store, this includes items from brands we already stock and brands we don't. If you can't find what you're looking for then contact us at sales@minionsofcraft.co.uk with your requirements and we'll look into any possibilities for you. 

Are the images the exact colour of the item I've ordered?

Images provided are either taken by us of the product or provided by the manufacturer and offer a representative of the item colour being purchased. Due to the difference in monitors/screens, the hardware of any device being used coupled with the personal settings being used, we cannot guarantee the colours seen of images are an exact colour to that of the physical item. 
In addition to this, colours may vary between ribbons due to the manufacturing processes involved.

Why are my two ribbons not the same colour?

Depending on the items purchased, colours from one ribbon range will not necessarily be exactly the same colouring to that of a ribbon from another range. Whilst more frequently seen between different manufacturers it can also be found on ribbons from the same manufacturer just between the different ribbon styles.
In addition to this, a number of ribbons are coloured using manufacturing processes that do not provide an exact colour between batches. This can typically be seen on more natural material ribbons such as cotton herringbone tape & silk ribbon but is not restricted to this.

I have a discount code, where do I enter it?

We have ceased the use of discount codes on our store, instead opting to provide our MoC club Membership options providing discount to 100's of crafters since its launch in April 2021. In addition to this we offer discounts for referrals along with reward points.
If you have found a code on a third party website then unfortunately this is not valid, these sites are purely interested in your visiting for the purposes of their own revenue through Ad clicking and not associated with us in any way. 

I have received an email from Minions of Craft; how do I know it is genuine?

Emails received from us will typically start with Minions of Craft - followed by the emails purpose. We always advise checking the senders email to ensure that actual email states it is us. Please watch out for those that have amended their name to be our email address, this will then show a completely different email address after ours, these are not legitimate emails.
We will only have purpose to contact you for the following reasons.

      • Order Confirmation
      • Order Dispatch
      • Order status update
      • Abandoned basket - If you've placed an order without completing payment
      • Invitation to Review your items
      • MoC Club Membership emails
      • Newsletter emails (If signed up)
      • Special offer emails (If signed up)
      • In response to questions asked via email, contact form & live chat

We may include links within our emails, if you are unsure about opening any links please right click the link and copy this into your browser to ensure the link is correctly taking you to our store.

If you have any further questions or concerns, please don't hesitate to contact us via email, our contact us form, live chat or through our social media channels and we'll be happy to help.