Shipping policy

Shipping & Collection Policy

Effective Date: 03/06/2025

At Craft, we want to make picking up your food simple and convenient. This Shipping & Collection Policy outlines how your order will be handled.

1. Collection Only

We currently do not offer direct delivery from our shop. All orders placed through our website are for collection only from our location at:

2 Union Street, Ryde, PO33 2EA

Collection Hours: Tuesday - Saturday (08:30 - 14:45)

When placing your pre-order, you’ll be able to choose a preferred collection time. Please ensure you arrive within 5 minutes of this time to enjoy your food at its freshest. We endeavour to have all orders ready within 5 minutes of the collection time.

2. Third-Party Delivery via GO EATS

Although we do not deliver ourselves, customers can arrange delivery through GO EATS, a third-party delivery service we work with.

• How it works: You may choose to use GO EATS to collect and deliver your order to you. This option may be available directly through the GO EATS app or platform.

• Responsibility Disclaimer: Please note that Craft IW Ltd. is not responsible for the handling, timing, or condition of orders once collected by GO EATS. Any issues with delivery (e.g., delays, missing items after pickup, or damage in transit) should be directed to GO EATS customer support.

3. Missed Collections

If you do not collect your order within 30 minutes of your scheduled time and haven’t contacted us, we may not be able to hold your order due to food safety standards. Refunds will not be issued in these cases (see our Return & Refund Policy for details).

4. Need Help?

If you have questions about your collection, or need to change your pickup time, please contact us as soon as possible:

Craft IW Ltd
Email: hello@craftiow.co.uk
Phone: 01983 508741