Here you will find a list of the most commonly ask questions. If your question is not answered here please use our contact page to ask directly. We will add questions we are asked to this page to help all our customers.
Do you have a physical shop?
No. We are an online retailer and only sell face to face at events, craft fairs and makers markets. We do sell a small range of our craft items through a few selected art and craft shops.
Why do you use new packing?
To ensure all our items arrive as they should we only use new cardboard boxes to ship orders in. All our boxes are made from at least 75% recycled materials, the packing paper is 100% recycled and we are now at our target of all packaging being 99% plastic free. By buying boxes made from recycled paper and cardboard we help ensure more material is recycled and kept out of landfill and incinerators.
Why are you aiming to be 99% not 100% plastic free?
We accept that there are times we need to use plastic to protect products we ship. Some of our craft items are very fragile and may need bubble wrap to protect them. The bubble wrap we use is made from recycled plastic and we only use it when needed. We used recycled paper to pack most items.
Is Geocache Land Ltd a "green" retailer?
The simple answer is no, but we do our best (and probably more than most registered "green" retailers).
We work from a wooden constructed building that reduced the amount of concrete used to build it. Our electricity supply is from renewable sources. We use shipping companies that off set their carbon emissions. We have helped to found a nature reserve around our buildings and are working with the reserve to plant native plants, build a pond and wetland and encourage wildlife. Our packaging is made from recycled materials as much as possible and we walk to work.
Ian is also a CPD-certified Green Champion having completed his training with Zero Waste Scotland
Can I collect my order in person?
Due to Covid-19 restrictions we are currently not accepting any collections from our premises.
Yes, we are happy to have you collect your order from us. You can find us at:
The Game Larder,
Our What 3 Words location is: Breeding.bends.cabin
Our Coordinates are: N 55° 25.115' W 3° 45.560'
Who owns Craftgenix?
Craftgenix is the trading name of Geocache Land Ltd. We are a small family firm and all profits made by the company are put back into it.
How can I Pay?
We accept the following payment methods:
- American Express
- Bank Transfer
- Cash (events only)
- Google Pay / Apple Pay (events only)
Do you accept PayPal?
No, due to the increased costs of accepting PayPal, the increasing amount of fraud and the reduced customer protection we no longer accept PayPal. All our payments go through our 3D Secure gateway and our website is certified as fully secure.
What are the shipping costs?
All our shipping costs are listed on the Delivery Information page.
Most items are shipped by 2nd Class Signed For at just £5.00 per order. We also offer standard 2nd Class and 1st Class Signed for. For small orders (upto 100g) we offer cheaper shipping from just £1.50.
We are happy to ship worldwide. Please see our Delivery information page for prices.
How long does production take?
Most craftgenix items items are made to order, with production taking about a week on average. However we aim to produce all items within a few days. Some items, such as engraved photographs have a lot more technical work involved so production can take about two weeks. Personalised items can take two to three weeks to produce.
During busy periods, such as the lead upto Christmas, production can take longer simply because of the increase of orders. Please bear this in mind when ordering.
Can I cancel my order?
Yes, in most cases*. For non-personalised items you can cancel the order before it is dispatched. After the order is dispatched you have 14 days to inform us that you wish to cancel your order and return the items*. If you wish to cancel an order or return any items, please use the contact form or email firstname.lastname@example.org. We fully accept that some overseas deliveries will take longer than 14 days to arrive. Please contact us and we will happily see what we can do. Full details can be found in our Terms & Conditions.
*For orders delivered in the UK you have 14 days from receiving your items to start a return. Sales items may be excluded from our returns policy. Personalised items are excluded from our returns policy.
Where is my order?
Due to Covid-19 deliveries around the world have been disrupted and delayed. Please bear this in mind, especially in the run up to Christmas
If you are in the UK:
Your order should be with you within a few days of shipping. We use Royal Mail and DPD for all shipments. Royal Mail should deliver 2nd Class orders within 3 days and 1st Class within 2 days. Unfortunately Royal Mail have altered their terms and conditions to allow them 12 working days to deliver any item. DPD orders are normally delivered within 1 working day of collection. Due to Geocache Land Ltd's remote location, DPD normally collect from us around 5pm the day after we notify them of your order.
If you are outside the UK:
Your order can take upto 4 weeks to be delivered (12 weeks for Brazil and Uganda). If you selected a tracked shipping option you will be able to see where your order is on the Royal Mail Website or the DPD website.
If your order has not arrived when expected or the tracking shows something is wrong please contact us.