FAQS

We know you probably have lots of questions about your order, so we thought we would address a few of the most common ones here and of course you can contact us if you want to know something that is not covered here (and we’ll probably add it in for the future).

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Payment

When do I have to pay?
We request a deposit for all range orders to secure your stock, with the balance clearing in our bank 10 days prior to despatch.

Can I pay in full?
Yes, no problem

Can I pay by card?
Sure, we take card or BACS payments

Can I open an account?
No problem, please ask your account manager for a form.

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Products

Is there a MOQ?
When ordering from our brochure(s) there is no MOQ (minimum order quantity), but we only sell by the carton. For Retail products, this is usually 6 trays but may vary for other products, mini crackers or pet crackers. Check the price list for confirmation.

Can I get images to put on my website to help promote the products
Yes, your account manager can help you with this, just ask

Are your crackers plastic free?
Please check our brochure for details on which designs carry FSC/recyclable/plastic free qualities. The majority of our crackers and cracker gift contents are plastic free.

What are they made of?
Our crackers are made of card which is FSC Certified (where labelled in the brochure) and is recyclable.

What’s the difference between handmade and the other crackers?
Our UK Handmade crackers are lovingly made by hand here in Dorset. They use premium paper, a former and a quality tray to create a beautiful premium product. The other ranges are made in the Far East in FSC accredited factories. They are clipped (meaning they aren’t rolled), but are still a high quality and beautifully designed product.

I want a branded cracker – how do I do that?
Get in touch – Heart & Soul Studio is built on bespoke and licensed products. There is nothing we can’t do! We often work 18 months in advance, so it is always best to get in touch sooner rather than later.

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Practical things

 

I am outside of the UK, can I buy your crackers?
Yes, get in touch to find out whether we have a distributor in your territory or if we can sell to you directly

How long will shipping take?
It will depend on the size of your order and where you are located. Speak to your account manager

How do I contact you?
You can contact us here

I am not happy with my products – what do I do?
Contact your account manager, click here for our contact details

What are your Terms and Conditions?
Click here for our Ts and Cs

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Delivery Information

It is our highest priority to ensure that our customers receive their products when they need them – our service, our communication and our delivery standards couldn’t be higher.

Our products are made both in the UK and in the Far East so delivery times can vary. Samples can be provided and orders are dispatched from September onwards.

We are only able to take orders for full cartons. Carriage is applied at cost, subject to the size of your order. For orders from our range, a deposit will be requested to secure your stock, with the balance due 10 days prior to despatch.

Bespoke design orders have their own terms, which our customer service team will be happy to discuss with you.

Orders for Christmas can be made right up to the end of November on a limited range of stock.