Customer Services - Contacting RUCraft Customer Services Team.

Via email: Complete our online form - We aim to reply to emails within 2-3 working days, however, at busier times of the year this will be higher.

By phone: on 0844 880 5852. Our opening hours are Monday – Friday 9am-5pm. - Calls to our customer services centre cost just 5p per minute from a BT landline, mobile providers and other networks may vary (Calls may be recorded for training or quality purposes)

By Post: - Please write to us at: RUCraft Customer Services, Brunel House, Newton Abbot, Devon TQ12 4PU.

Common questions:

I need some help ordering online – how do I do it?
Coming soon.. our online order summary page showing you step by step 'how to order online'.

I’ve forgotten my password, how can I find it?
If your password is not being accepted, please check that you are keying in your email address and password correctly. Please make sure you are using the same email address you registered with us, otherwise our system won't recognise you. If you are sure your details are correct but still cannot login then you will have to reset your password. Simply click on the 'forgotten password' link on the Login page. We will send you an email that will show you how to reset our password. If after all this you are still having problems then please contact our customer services team.

I’m worried about internet security, is it safe to buy from you online?
We comply with all of the latest security legislation and can guarantee that all online purchases are secure. We use the strongest commercially available encryption, 128-bit Secure Socket Layers (SSL). We have been looking after our Book Club customers for many years and this attention to customer services and security continues with this site.

To give you even more confidence in shopping online with us, we have introduced Verified by Visa and Mastercard® SecureCode™. These services enhance your existing card account against unauthorised use when you shop with us.

I don’t want to buy online, can I order by phone?
Yes. You can order through our orderline 0844 880 5851 or by post. If you don’t have one already, we suggest you order a catalogue from us here and all order details are included.

I have an offer code, how do I use it?
Shop as usual on the website and then proceed to checkout. During checkout you'll be prompted as to whether you have a voucher or special offer code. After entering in the code, your order value will be automatically updated with the offer.
If you are still having problems, you may want to check the offer is still valid. Offers do have terms and conditions and may run for specific times or be for specific products. If you’ve checked this then please get in touch with us.

I would like to order for a friend and get it sent to their address. How do I do this?
This is no problem. If you go to your ‘My Account’ section of our site (which is also accessible at the top of the site from every page) you then need to just click the ‘My address book’ link. From there you can add as many alternative addresses as you wish. You can arrange for items to be delivered to any address you wish and this is done at the checkout process where we ask for delivery details.

Note: Your first order from us has to be to the same address as your card billing address. This is an extra security step.

What do I do if I’m not happy with an item I’ve purchased?
If you are unhappy with an item you can return it for a full refund within 20 days of purchase. Click here for our returns policy.

How do I order a catalogue from you?
If you would like our current catalogue sent to you in the mail, you can either call Customer Services on 0844 880 5852 or request a catalogue using email.
As an alternative to sending you the catalogue via email, please remember that you can always view our current online catalogue.

How will you let me know that my order has been processed?
Once your order has been processed we will send you a confirmation email to your registered email address. It will hold your individual order code that you can quote to us if your need to discuss your order. Keep it safe you can track your order too!

I live abroad and would love to order a product – will you post to me?
If you are happy to pay for the postage charge, then we are happy to post it to you. There will be an additional postage charge for all overseas, BFPO and non-mainland UK orders which will be calculated when you place your order.

My order has arrived damaged, what do I do?
Delivery and returns details.

Where do you source your products from?
We are always on the look-out across the UK, USA and the world for new and exciting products. Our team visit international shows, exhibitions and have relationships with suppliers to make sure we have the latest, exclusive products available for our customers.

Is there any commitment to buy from RUCraft?
No. RUCraft involves no obligation to buy and no membership. Customers can buy as and when they would like to, as you would with any online shop.

Book Club Members

Book Club members can view our additional frequently asked questions.