Frequently Asked Questions

 

What is Coscraft?

We are a private limited company started by people with a passion for making costumes, here to make shopping for supplies easier. Our goals are to bring you the following:

  • An easy-to use website with an easy-to-use payment system
  • Prices with no hidden extras, and certainly no custom duty or import VAT!
  • Delivery costs that are easy to understand
  • Packaging that can usually fit through a post box so that you wouldn't need to trek to the sorting office if you missed a delivery

 

Our mail address is:

Coscraft Ltd
C34 Moorside Business Park
Eastgates
Colchester
CO1 2ZF
UK

Email: enquiries @ coscraft.co.uk

Registered in England No. 7221691

VAT number 156 6015 17

Coscraft only trades online, and the above mail address is for correspondence only.

 

What kinds of payment do you accept?

We accept payment using Paypal accounts. We also accept Mastercard, Visa, Visa Electron, Maestro and American Express.

 

Help, I keep getting errors when I try to pay!

This usually happens if you have a Paypal account and one of the cards on their file has expired or somehow become invalid. Please login to your Paypal account and update the card's information or remove it, then the error will go away. This is something that Paypal does which is outside our control.

 

I have a Paypal account. Can I pay using an eCheque?

Yes, you can pay using a PayPal eCheque. After payment, you might see "payment error" for the order in your account screen. Don't worry, we will email you to confirm that we've been notified of your eCheque, and the order status will be changed to "awaiting eCheque clearance".

Please note that orders paid by this method will only be sent out after the eCheque has cleared, which normally take 7 to 9 working days. You will receive an email once the order has been despatched.

 

Is it safe to shop at Coscraft?

Yes! Coscraft.co.uk secure server software uses industry-standard SSL encryption technology. SSL (Secure Socket Layer) encrypts, or encodes, your personal information, including credit card number, name, and address so this information would be rendered unreadable should anyone try to intercept it.

Card payments are processed by PayPal and Braintree, who are PCI DSS (Payment Card Industry Data Security Standards) compliant. Coscraft Limited do not store card details.

To enable quicker and easier payments for future orders, Braintree stores some (but not the entirety of) payment details on their secure encrypted server to enable quicker checkout in the future. Card payments processed by Braintree will show as "Braintree" on bank statements.

 

How much will it cost to ship my order?

See the delivery information page.

 

I've made a mistake with my order. Can I cancel or make changes to it?

That depends on whether the order has been processed yet. Send us an email as soon as possible at enquiries @ coscraft.co.uk quoting your order number, and we'll do our best to help!

 

Where is my order?

You should have received an email on the day your order is despatched. See the delivery information page for typical delivery times. If your order does not arrive a week after the delivery time, let us know at orders @ coscraft.co.uk. But please note we do not hold special powers over the postal system!

 

Help, I'm not receiving emails from Coscraft!

Please try to avoid using BT Internet or AOL email addresses when registering for an account or communicating with us, as they tend to block all our emails.

Check your spam folders, it might have mistaken our emails for spam. To make sure this doesn't happen, add orders @ coscraft.co.uk to your address book.

We check our email frequently, if you don't receive a reply within 24 hours, please check your junk/spam folder as our reply might have got stuck there! If all else fails, send us your message via Facebook or Twitter, we check them all!

 

I want to return my order. How?

If you are not happy with your purchase and it is unused (special arrangement for sewing pattern purchases - please see red box below), please talk to us by emailing returns @ coscraft.co.uk and we can see what can be done to resolve the issue. Please include your order number and a photograph of the problem if you can, it will help speed things up.

Coscraft complies with the Consumer Contracts Regulations. From the day you receive your order, you have a cooling period of 14 days. If you decide to return the item(s) for a refund, you need to first inform us by emailing returns @ coscraft.co.uk within these 14 days, and we will reply with return instructions.

Please include your order number in your return so that it can be processed quickly.

Coscraft reserves the right to refuse new orders from customers who we deem to have abused the returns system.

NOTE ABOUT SEWING PATTERNS Coscraft will only accept returns/exchange of UNOPENED sewing patterns. If the pattern envelope has been opened, even if it has not yet been cut, it is considered not resellable and therefore we will not accept it for returns or exchange.

 

When are you open?

You can shop with us at any time, any day. Any scheduled maintenance and holiday closures will be announced on the front page of this site.

Our core working hours are Monday to Friday 9am - 5pm. But if you contact us outside these hours we will still try to reply as soon as we can.

 

Do you sell gift vouchers?

Yes we do, both to private individuals as well as event organisers to use as competition prizes etc! Please email enquiries@coscraft.co.uk to arrange.

 

Do you do wig commissions/custom styling?

No, sorry.

 

Do you sponsor cosplayers or provide free products in exchange for reviews?

No, we normally do not do this. If we are interested in such an arrangement we will make the initial contact, so please don't contact us about this, such emails will be ignored.

 

I have a question not on this FAQ.

Send it to us at enquiries @  coscraft.co.uk!