Help with an order/placing an order
If your shipment is delayed
Last Updated: June 23, 2023We use a tracked service for all shipments. Occasionally delays occur that are beyond our control. During busy periods for shipping companies, longer transit times are quite normal and there is usually nothing to worry about. Please allow a minimum of 30 days for your parcel to arrive before contacting us. If you have not ... <p class="read-more-container"><a title="If your shipment is delayed" class="read-more button" href="https://www.redgrasscreative.com/docs/if-your-shipment-is-delayed/#more-348450" aria-label="More on If your shipment is delayed">Read more</a></p>
How to cancel an order
Last Updated: June 23, 2023If you wish to cancel your order, there is a link in your confirmation email to do this. This will automatically put your order on hold, your order will then be cancelled and a refund processed. You will receive an email notification of the cancellation. If you can’t find the above link, please complete our ... <p class="read-more-container"><a title="How to cancel an order" class="read-more button" href="https://www.redgrasscreative.com/docs/how-to-cancel-an-order/#more-348402" aria-label="More on How to cancel an order">Read more</a></p>
There is an item missing from my order
Last Updated: June 23, 2023We are really sorry to hear that there is an item missing from your order. Please ensure to double check the shipping box as often small items can get mistakingly thrown away with the packaging. Occasionally our fulfilment centre will send an order in more than one consignment. Please check your email for additional dispatch ... <p class="read-more-container"><a title="There is an item missing from my order" class="read-more button" href="https://www.redgrasscreative.com/docs/there-is-an-item-missing-from-my-order/#more-348417" aria-label="More on There is an item missing from my order">Read more</a></p>
If your order is lost in transit
Last Updated: January 24, 2025Occasionally parcels can be misrouted or tracking temporarily delayed due to mis-scanning in the postal network between countries. Please don’t worry, this situation whilst uncommon will often resolves itself. We are unable to take any action regarding delayed shipments until a minimum of 15 days have elapsed from the date of dispatch for US, UK ... <p class="read-more-container"><a title="If your order is lost in transit" class="read-more button" href="https://www.redgrasscreative.com/docs/if-your-order-is-lost-in-transit/#more-348442" aria-label="More on If your order is lost in transit">Read more</a></p>
Changing an order
Last Updated: June 23, 2023Please note: It is not possible to make any changes or add items to an order that has been placed and paid for. If you wish to cancel your current order and place a new one, please click on the ‘Cancel order’ button at the bottom of your confirmation email or in your my account. ... <p class="read-more-container"><a title="Changing an order" class="read-more button" href="https://www.redgrasscreative.com/docs/changing-an-order/#more-348409" aria-label="More on Changing an order">Read more</a></p>
Tracking an order
Last Updated: June 23, 2023All orders are sent using Tracked delivery. When your order is dispatched an email is sent to you containing a tracking number linked to the service used to ship the parcel from one of our warehouses. This email comes from fulfillment@crowdpilot.com or from Huboo.com for customers in the UK. Sometimes these dispatch emails will end ... <p class="read-more-container"><a title="Tracking an order" class="read-more button" href="https://www.redgrasscreative.com/docs/tracking-an-order/#more-348440" aria-label="More on Tracking an order">Read more</a></p>
Parcel not received but tracking shows as delivered
Last Updated: June 15, 2023We ensure that all parcels are addressed using the information provided by you. In these circumstances, the most common event is that someone else at your address has received the parcel or it has been left with a neighbour. Please check before getting in touch. Although very rare, mistakes can happen and a postal service ... <p class="read-more-container"><a title="Parcel not received but tracking shows as delivered" class="read-more button" href="https://www.redgrasscreative.com/docs/parcel-not-received-but-tracking-shows-as-delivered/#more-348437" aria-label="More on Parcel not received but tracking shows as delivered">Read more</a></p>
My order has not been dispatched
Last Updated: June 15, 2023Dispatch emails are sent from fulfillment@crowdpilot.com, please check your junk mailbox to be sure you have not missed this notification. Allow up to one full week after placing your order for it to be dispatched. If an item in your order is awaiting restock it will take longer. If there is any undue delay, we ... <p class="read-more-container"><a title="My order has not been dispatched" class="read-more button" href="https://www.redgrasscreative.com/docs/my-order-has-not-been-dispatched/#more-348445" aria-label="More on My order has not been dispatched">Read more</a></p>
Changing Your Shipping Address
Last Updated: June 15, 2023If you have made a mistake inputting the shipping address, or moved address since ordering, please click on the “Cancel order” button. This can be found in your confirmation email or on your account, here you can input the correct address. If you are unable to locate the cancel button, please get in touch with ... <p class="read-more-container"><a title="Changing Your Shipping Address" class="read-more button" href="https://www.redgrasscreative.com/docs/changing-your-shipping-address/#more-348400" aria-label="More on Changing Your Shipping Address">Read more</a></p>
If an item/s have arrived damaged
Last Updated: June 15, 2023We recommend that you refuse delivery if you notice that the shipping box or packet is damaged in such a way that the contents may be affected. If delivery is refused: Please let us know if you do refuse delivery by sending an email to support@redgrasscreative.com along with your order number and tracking number. Please ... <p class="read-more-container"><a title="If an item/s have arrived damaged" class="read-more button" href="https://www.redgrasscreative.com/docs/if-an-item-s-have-arrived-damaged/#more-348457" aria-label="More on If an item/s have arrived damaged">Read more</a></p>