Delivery & Returns
Update from CEO, Robin Roth -
We very much appreciate your patience and continued support in buying from Traidcraft. Rest assured, we have considerable stock in our warehouse and there is no danger of us running out of fairly traded goods to be delivered safely to your doorsteps. Please note if you're order is below 2 kilograms in weight, it will be shipped with Royal Mail, please allow up to 10 working days, if you're order is over 2 kilograms, it will be sent with our couriers DPD and we ask you to allow 3-4 working days for your order to arrive.
As you can imagine, we are receiving a much higher volume of orders than anticipated for this period, with many of you stocking up with perhaps more than you need. We completely empathise with your desire to do this, but we must act responsibly, being kind and allowing others to get their provisions too. We believe that the key to buying less, is buying right and it is for this reason that we’ve put maximum quantities on popular items, such as our pasta, cleaning products and recycled toilet roll and kitchen roll.
Back here at base, we are all trying our hardest to ensure that we keep our business going, even through these incredibly challenging times. We are currently operating “normally”; taking orders, processing them and despatching them to you. We are trying our very hardest to keep lead times to a minimum.
If you have placed an order, it will be despatched to you. Please avoid sending us emails or phoning up to check your order status. This has the effect of slowing everything down as resources are taken away from picking, packing and despatching.
With many thanks for your understanding.
How much does p&p cost?
Standard delivery to any UK mainland and Northern Ireland address is £4.75 on orders up to £49.99 and free on orders of £50 and over.
For Fairtraders, standard delivery is £4.75 on orders up to £49.99 and free on orders over £50 at discounted prices. Express and Next Day Delivery is £7.50
For Retail customers, standard delivery is £15 (including VAT) for orders under £150.00 and free on orders over £150.00 at discounted prices ex vat. Express and Next Day Delivery is free on orders over £350.
How long will I need to wait to receive my parcel?
Our carriers are DPD & Royal Mail. DPD are used to for heavier parcels, with smaller/lighter parcels Royal Mail sent via Royal Mail.
Orders placed by 2pm take up to 3-4 workings days when sent with DPD & up to 10 working days when sent with Royal Mail following despatch. (please allow an extra day when this includes a Bank Holiday)
If your order is shipped via DPD, they will send you an email and SMS when your order is despatched, and on the morning of your delivery. If you'd like to recieve an SMS notification, head to your account to check your mobile phone number is up to date.
With DPD, you will be able to track your delivery from when it leaves Traidcraft and will also benefit from a one-hour delivery window. DPD also provide the option of amending your delivery date or adding delivery instructions, full instructions will be provided via the email or SMS notification.
We can offer express delivery for those occasions when you need your order sooner, this costs £7.50 and ensures next working day delivery to most UK mainland addresses Monday - Thursday for orders placed before 12:30pm and 10.30am on a Friday. Unfortunately, express delivery cannot be guaranteed in certain areas, these include Northern Ireland, Isle of Man and the Scottish Highlands and Islands.
Please note all deliveries (standard & express) are Monday to Friday. (Please allow an extra day when this includes Bank Holiday). Saturday deliveries are available when DPD are the carrier however this must be arranged with DPD directly following despatch from Traidcraft.
Where do you deliver to?
Sadly, we’re unable to deliver to anywhere outside of the UK, such as the Channel Islands or Eire.
If you haven’t received your goods within 10 working days of placing your order, contact our Customer Experience Team on 0191 491 0855 or email firstname.lastname@example.org.
Can I collect my order?
You certainly can! Our head office in Gateshead is open for collections if you order online or over the phone at the following times. Do remember to opt for the collection option at checkout!
- Mon-Thur: 07h30 – 16h00
- Fri: 07h30 – 14h30
- Sat-Sun: Closed
Please call at Bay 2 at the side of the building (rather than the front door)
What if I need to return something?
You can return any part of your order at any time within 28 days of receipt, for a full no-fuss refund or exchange. Simply complete the returns form included in your parcel and indicate whether you would like an exchange or refund. Please make sure your items are unused and unworn, and they’re still in their original packaging. There is no need to contact us in advance of sending a return. Please note, in the interest of hygiene, earrings and underwear can’t be returned except when damaged or faulty.
Goods are returned at your own expense except when damaged or faulty. The Traidcraft guarantee is in addition to your statutory rights.
Nothing in this Returns Policy affects your statutory rights or your rights under any contract you may have with us.