FAQs

General Questions

To watch some handy help video tutorials, that will answer any questions you have quickly. If your question isn't answered then please see below for more tips and tricks!

I am an existing customer but didn't receive an email invite to sign-in to the new site?

If you're an existing customer and didn't receive an invite email in your Inbox you can still access your existing account by using the Sign Up link - don't worry, all of your contact information, club level and points are all saved. Follow our step by step guide.

How do I reset my password?

To reset your password go to ‘My Crafters’, type in your email address, and click ‘reset password’. Your reset password link will be sent to your email address; just click on the link and you’ll be taken back to the website to type in your new password.

Where can I see my Club Inspire points and loyalty tier details?

Go to Club Inspire to log into or sign up to our Club Inspire loyalty programme. You’ll find details of your Club Inspire points and tier details here, as well as your wishlist and account details. 

How can I see my previous order history?

Go to Club Inspire to log into Your Club Inspire loyalty programme. You’ll find details of your previous orders under the History link.

How can I watch CTV (Crafter’s TV)?

You can now watch CTV on the website here. Watch live shows, catch up on shows you’ve missed, or search our archive to discover more and learn new crafting skills. 

You can still watch CTV on Facebook or Youtube too if you prefer - see our Ways to Watch page

With CTV, can I still “shop the show”?

You can still shop the show and shop the day. Just choose the show you want to watch, and click on the ‘Shop the Show’ button - you can even keep watching your show on the website while you shop!

Where can I find the CTV show schedule?

You can find the CTV show schedule here

Will I still receive emails notifying of new news and promotions? 

You certainly will! If you haven’t signed up to receive our newsletter yet, sign up here to make sure you don’t miss out. 

Do I need to log back into my account straight away?  

You don’t need to log back into your account right now. However, whenever you decide to do this, as this is a new website you will need to reset your password to log back into your account for the first time.

I placed an order on the site before it changed - will I still get it? 

You certainly will! If you have any questions or concerns about your order, however, please contact us on 01388 663251 or [email protected]  and we’ll be happy to help.

Do you have shops?

We have two UK stores in Evesham and Chesterfield. Click here to find out more about them.

Do you share my details with other companies?

No, we don’t share your details with any other companies.

Are you linked with Hobbymaker?

No, we are a separate company to Hobbymaker. If you have any query regarding an order placed through Hobbymaker you must contact them directly.

How can I place an order?

You can place an order on the website, or by calling us on 01388 663251.

How do I amend or cancel my order?  

You can cancel your order as long as it has not been fully processed. We are unable to add items to orders. To add a product to your order, you will need to place a new order.

To change the details of your delivery address, remove items from your order, or to cancel the order completely, please contact us on 01388 663251, quoting the order number found in your order confirmation email.

How long after placing my order should I expect to receive it?

Dispatch times are usually 1-3 working days from when the order was placed, however during

busier periods, such as product launches, delivery may take slightly longer. This will be explained to you when placing your order over the phone. Alternatively please check Delivery and Returns for the most up-to-date information.

Most orders are sent via UPS in the US or Yodel for the UK and ROW. Shipping times are usually 2-3 working days. You can contact us for more information on 01388 663251 or at [email protected].

Can I return an item and receive a refund?

Providing the products are unused, in their original packaging and in a saleable condition, you

can return an item along with a copy of your invoice for a refund. Please note that you need to inform us of the return within 14 days of receiving the item and it does need to be returned to us within 30 days of receipt. A full refund of the product cost will then be issued. Also, if a product is faulty it can be returned with a copy of the invoice for a full refund. For more information please see our returns policy.

I have received my order but there is an item missing, what should I do?

You should check your invoice to see if there is an explanation as to why a product is missing

from the order. If there is no note on the order, contact the office by telephone on 01388 663251 or email us at [email protected] and we will be able to help you.

I placed an order for an item, but when it arrived, I realised I already had it. Is it possible to exchange it?

Providing the products are unused, in their original packaging and in a saleable condition, you can return an item along with a copy of your invoice for a refund on the product cost or an exchange. You must notify us of the return within 14 days of receiving the item and it does need to be returned to us within 30 days of receiving it.

What is your Fair Usage Policy for licensed products?

Please click here to view our Fair Usage Policy.

How long does it normally take for points earned when buying in store to get added to my account?

Any points earned from in-store purchases transfer overnight so they should appear the following day.

Do you ship to the United States?

Yes, we do ship direct to the USA. Please refer to the delivery information page on

www.crafterscompanion.com for more details on our delivery times and rates.

Do I get my loyalty discount in store?

Yes, your membership discount will be applied to all in store purchases.

How do I release the plates from my Gemini machine?

This is normally something that happens when a Gemini user tries to pause and reverse the plates, but the plates are too far through the rollers to bring them back out. To solve this problem, switch your Gemini off, then back on and hold down the middle button for around 10 seconds until the plates are released.