We hope that you will find this site easy to use. However, if you have any questions that are not answered below, please call our customer service line on 0845 218 3960.

Searching for products:
If you know the code of the product you wish to order, please type it in the Code/Keyword search box on the right-hand side of the screen. Click "SEARCH PRODUCTS" and this will return the product requested. If you are looking for a particular product type and/or price range, please use the pull-down list of categories on the right-hand side of the screen and click "SEARCH PRODUCTS". If you know some or all of the product name or code type this in the keyword search box and click "SEARCH PRODUCTS". Clicking on the "LIST ALL PRODUCTS" button will list every item in catalogue order, but without pictures to increase speed of processing. This is useful if you have a large order to place.

If you have any queries or need any further help whilst browsing or shopping do not hesitate to contact us.

Product descriptions and measurements:
All product descriptions and specifications are as accurate as possible. As most of our products are hand made from natural materials there may be variations in colour, finish and dimensions. Dimensions are typically given in metric (cm) except for the size of candles and photos, where we have used the more commonly understood imperial sizings. To convert from METRIC (cm) to IMPERIAL (inches), simply divide the metric size by 2.5 for an approximate imperial dimension.

Stock availability:
An out of stock message means that we are either not anticipating further deliveries or we do not have confirmed arrival dates so cannot currently accept further orders for this item. When we only have a few units of an item remaining in stock - typically less than 20 units on the shelf - we display "low stock" to let you know that you may not have long to make up your mind to purchase, otherwise we show the actual stock level available to be despatched from our UK warehouse. When we are physically out of stock, but have known quantities due to arrive in the UK, these are shown as "back-order". It is possible for you to add that item to your order for despatch to you when it arrives with us. This means that the purchase will be included in any discounts or offers that your order qualifies for and we will not charge for additional deliveries. Please be aware that if several items on your order are on back-order they may arrive separately. For credit/debit card and credit account transactions, you will only be charged for items when they are actually despatched to you.

Please note that the stock status indicator is currently only updated daily in order to optimise the transaction speed of the website. Although the displayed stock level will not change immediately in response to your order, be assured that the actually available stock is allocated to you in real-time when you place an order. The live stock status will be indicated when you attempt to place the item in your basket should we have insufficient stock to meet your request.

Delivery charge:
All consumer orders placed via our website with a value (after all discounts and offers) of under £50 are subject to a fixed £3.50 processing and delivery charge. Orders over £50 are delivered free of further charge by standard service. Orders placed by other means (telephone, post, email or fax) are charged at a fixed £4.50 for delivery. This differential reflects the lower costs of processing online orders, and is designed to encourage use of this website. An optional additional payment of £3.50 (total £7.00 charge for orders under £50 or total £3.50 for orders over £50) can be made to despatch goods within one working day via a 24hour carrier, subject to stock availability. This premium service is only guaranteed for mainland UK regions and will only serve to enhance the delivery period for highlands, islands and remote regions as defined by our parcel carriers and Royal Mail. We do not despatch to non-UK destinations except for ROI. If you live in other territories, we would encourage you to locate and support enterprises in your region that are promoting fair and ethical trade.

Order despatch:
Order despatch is normally completed within 7 days of receipt of order, subject to stock availability. Please allow a total of 14 days for receipt of goods before calling our customer service line, or check back via your online order history at any time. When a parcel is despatched you will be able to track the consignment number. At the checkout stage, you can nominate to be notified of order despatch by email or text message.

Customer login:
If you have previously ordered from us online you may login using your email address (or enter your unique customer number in the same field) and the password registered with us. This will mean that you can used stored delivery addresses as well as view and track previous orders and amend your contact details. If you are a new customer you will need to register your contact details prior to checkout.

New customer registration:
When you are ready to place your order you will be need to click on the checkout button. If you are a new customer you will need to register for us to store your delivery address. Within the 'customer details' section there are some mandatory fields, which are highlighted. The address creation is done via Postcode look-up. Please do not edit this unless absolutely essential as it can cause difficulties for our automated delivery systems. A valid email address is required for online orders. You are also required to supply a password to enable future access to your account.

Order tracking:
If you want to track the progress of your order, log back in to the Created website using your registered customer number and password, then click on the "Order History" option. This will display all orders placed by yourself, whether placed on the internet or by telephone or postal order form.

Your password:
If you have already registered as a customer with us and have forgotten your password simply click on the "Forgotten password?" icon and enter the email address you have registered with us and we will automatically send a new temporary password. Login to your account with this new password and then change it to something of your choosing on the Account management page. If you do not receive a new password via email within a few minutes it is likely that we do not have registration details for that email address. In this case, contact us on 0845 218 3960 or email us from the customer login page. If you are an existing customer, but have not previously ordered online and would like to track your order history, please telephone our call centre on 0845 218 3960 and we will record the password of your choice.

Fabric items should initially be washed and treated as non-colourfast delicates: cool wash and iron. Do not use harsh bleaching agents. In particular, deep-coloured dyes may run and cause staining of lighter fabrics.

Wooden decorative items will benefit from light polishing. Food utensils should be wiped clean and occasionally oiled with a pure vegetable oil to prevent drying or splitting.

Items denoted as silver or silver-plated should be cleaned with a proprietary silver cleaning agent and buffed with a soft cloth. Anti-tarnishing treatments are also available to reduce the need for frequent cleaning.

Jewellery items conform to current UK and EU regulations controlling allowable construction materials and methods in order to minimise the likelihood of allergic reactions by sensitive skin types. Where jewellery items are described as silver, this means silver of at least 80% purity as defined by the London Assay Office, and more typically meeting the 92.5% purity standard. Items over 7.78g in weight are hallmarked according to the UK Hallmarking Act 1973.

Where applicable, toys and childrens' products have passed required testing for safety of paints, finishes and components and conform to the Toys (Safety) Regulations 1995.

In accordance with the Violent Crime Reduction Act 2006, knives and similar sharp objects may only be supplied to those over 18. By purchasing such an item you are declaring that you are over 18.

When using products with candles please take great care. Never leave a burning candle unattended. Keep lighted candles out of reach of children and pets and away from loose hair and clothing. Ensure they are in a suitable, stable holder on a heatproof surface away from curtains, flammable furniture and draughts. Always extinguish candles fully when leaving the room.

Payment:
You can order and pay online by Mastercard, Visa or Switch. (Please note that we cannot accept payment by Visa Electron).

Catalogue descriptions:
All product descriptions and specifications are as accurate as possible. As most of our products are hand made from natural materials there may be variations in colour, finish and dimensions. All items are offered subject to availability.

Satisfaction guarantee:
We are confident that you will be delighted with the products you choose from Created. However, should any item not fulfil your expectations or you wish to cancel your order for any reason, simply call us on 0845 218 3960 within 14 working days of receipt of your goods and we will arrange an immediate replacement or refund. A working day is any day except a Saturday, Sunday or public holiday. If you are cancelling your order you must return the goods at your own expense, unused and in the condition in which they were supplied. Under the Distance Selling Regulations, we will then refund the price of the goods and any delivery charges paid as part of your original order. This is in addition to your statutory rights.

Returns:
Items being returned under the terms of our guarantee should be sent to: Created Returns Department, Prolog Phase Three, Chilton House, Sherwood Park, Annesley, Nottingham NG15 0DJ.

Security:
All credit card transactions are carried out in secure mode. This means that all data exchanged between your computer and our server is encrypted using a 128-bit encryption. We use Thawte security certificates to verify our secure web status and the card payment systems have been tested and verified as acceptable by an independent assessment company for compliance with the Payment Card Industry Data Security Standards.

Cookies and Privacy

Cookies are small files containing text that may be stored on the device (such as mobile phone or computer) you use when you access a website. We use them in line with common practise. For details please see Cookies and Privacy.

Data Protection Act

Tearfund is committed to protecting your privacy and procedures and practices relating to this are defined by the requirements of the Data Protection Act 1998.

We maintain records of our customer enquiries and order history, to enable us to provide answers to any queries. We also keep a record of all customer address details for order related correspondence and also with the intention of mailing additional information from Tearfund in future. If you wish to opt out of mailings at any time, please advise us by calling 0845 218 3960, or write to Created Distribution Customer Services, PO Box 5050, Annesley, Nottingham, NG15 0DL. Alternatively, complete the relevant boxes when you supply us with your name and address details at the time of setting up a new customer account when placing an order.

Tearfund will not transfer your personal data to any third party (except Tearfund Trading Limited) without your consent, unless required to do so by law.

In line with the requirements of the Data Protection Act 1998 Tearfund provides access to data held by the organisation on any individual, to that individual. For the purposes of the Act the individual is described as the Data Subject. The Act also provides that a charge may be made for the administrative work carried out by the organisation in providing the data for the Data Subject.

1. Requests for data outside the normal operating procedures should be passed in all instances to the Company Secretary who acts as Tearfund's Data Controller.
2. Tearfund's Data Controller will be responsible for accessing all electronic and manual files relating to the Data Subject.
3. A charge of £5 will be applicable for the supply of data requested by any Data Subject (this charge may be waived at the discretion of the Data Controller).
4. Data requested will be supplied to the Data Subject within 30 days of an application being received.

Request for such information should be directed in writing to:
The Data Controller
Tearfund
100 Church Road
Teddington
TW11 8QE

Copyright:
All rights, including copyright, in the content of these Created web pages are owned or controlled for these purposes by the Tearfund. In accessing the Created web pages, you agree that you may only download any content for your own personal non-commercial use. You are not permitted to copy, broadcast, download, store (in any medium), transmit, show or play in public, adapt or change in any way the content of these Created web pages for any other purpose whatsoever without the prior written permission of the Tearfund.

Legal:
Created, Createdgifts and Tearcraft are trading names of Tearfund, a company limited by guarantee registered in England No. 994339 and a registered charity No. 265464 (England and Wales) and SC037624 (Scotland). Registered office: 100 Church Road, Teddington TW11 8QE. Christmas Cards, Calendars and other UK sourced products are supplied by Tearfund Trading Limited (TTL), company number 3779450 registered at the same address. TTL covenants all profits to Tearfund. VAT number: 731688613. www.tearfund.org.

If you would like further information regarding any of the information presented here, or if we have not answered your questions satisfactorily or need specific information about a product, please email us at created@prolog.uk.com or call 0845 330 9499 or fax 0845 218 3963 and our customer services team will be ready to help.