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    Frequently Asked Questions

    PRODUCTS & ORDERS
    What kind of products does Setcrates offer?
    We specialise in wooden crates – classic, decorative, functional, and outlet items. You’ll find crates for books, herbs, cosmetics, gifts, retail displays, and much more.
    Are the crates ready for immediate shipping?
    Yes, most products are in stock and ready to go. Our standard order preparation time is 1–3 business days. For larger wholesale orders, processing may take longer – but we’ll always keep you informed via email.
    Do you offer product customisation?
    At the moment, we do not offer customisation (such as engraving or personal designs). However, you can choose from a variety of available colours and finishes.
    Can I order a large quantity of crates?
    Absolutely! We handle bulk and wholesale orders. Just contact us at 📧 storefredcompany@gmail.com, and we’ll prepare a personalised quote and help you with everything.
    PAYMENTS
    What payment methods are available?
    We accept credit and debit cards (Visa, Mastercard), PayPal, Klarna (Pay Later or in instalments), Stripe, and bank transfer (upon request).Amazon Pay , Opayo, iWoca world pay, google pay , Apple pay
    Are my payments secure?
    Yes – we work with trusted payment providers who use encryption and the highest security standards to protect your information.
    RETURNS & COMPLAINTS
    Can I return a product?
    Yes, you have 30 days to return your order if it doesn’t meet your expectations. Items must be unused and in resalable condition. Please check our Returns Policy for full details.
    Can I return an outlet item?
    No. Outlet products are final sale – they may have minor visual imperfections clearly stated in the product description. They are fully functional but not eligible for return unless damaged in transit or incorrectly described.
    What if my item arrives damaged?
    If your order arrives damaged, please contact us within 48 hours, including photos and your order number. We’ll do our best to resolve the issue promptly.
    Can I cancel my order?
    You can cancel your order within 24 hours of placing it, with no explanation required.
    Simply use our easy online cancellation system by clicking “Cancel Order” — the process is quick and fully automated.
    After the 24-hour window, your order may already be in preparation or dispatched, which means cancellation may no longer be possible. However, please feel free to contact us, and we’ll do our best to assist you.
    SHIPPING & DELIVERY
    Where do you deliver?
    We deliver across the UK . For international orders, please contact us in advance to discuss the options.
    How much does delivery cost?
    The shipping cost depends on the size and weight of your parcel, as well as your location. The final delivery fee is shown at checkout. Occasionally, we also offer free shipping for orders over a certain value – keep an eye out for our promotions!
    How long does delivery take?
    Delivery usually takes 2–5 working days from dispatch. Please allow extra time during peak periods like holidays or major sales.
    Can I track my parcel?
    Yes – once your order is dispatched, you’ll receive an email with a tracking number and a link to monitor your shipment.
    What if I’m not home during delivery?
    The courier will usually leave a note and attempt redelivery, or leave your parcel with a neighbour or at a local collection point, depending on the courier’s policy.
    CONTACT
    How can I contact you?
    The easiest way is by email: 📧 storefredcompany@gmail.com

    Orders & Delivery

    Delivery – Everything You Need to Know

    At Setcrates, we believe delivery should be simple, transparent, and fair. That’s why we offer FREE standard delivery on all orders to UK Mainland – no minimum spend and no hidden thresholds.

    Order Processing Time

    Orders are processed Monday to Friday (excluding public holidays):

    • Ready-to-ship items are dispatched within 1–2 business days.
    • Made-to-order products (e.g. custom-sized crates) are prepared within up to 10 business days. You will always receive individual updates.

    Delivery Costs

    • FREE standard delivery on all UK Mainland orders.
    • No minimum order value required.
    • All prices include VAT.

    Express & Non-Standard Deliveries

    Express shipping, oversized parcels, pallet deliveries, or wholesale orders are quoted individually.

    Courier Partners

    We work exclusively with trusted logistics providers such as UPS and Parcelforce to ensure safe and reliable delivery.

    Courier Allocation – Important Information

    Please note that while a preferred delivery option may be shown at checkout, the final carrier used for delivery may vary due to factors such as parcel size, destination, courier availability, or operational requirements.

    This allows us to ensure safe and efficient delivery. You will always receive a valid tracking number, real-time delivery updates, and full insurance coverage, regardless of the courier used.

    Order Tracking

    Once your order has been dispatched, you will receive a tracking number by email, allowing you to follow your delivery at any time.

    Delivery Area

    We deliver across the entire United Kingdom:

    • England
    • Scotland
    • Wales
    • Northern Ireland
    • British Isles and overseas UK territories (additional charges may apply)

    Jersey & Guernsey – Additional Courier Charges

    Deliveries to the Channel Islands are classified by couriers as remote areas and may be subject to additional charges.

    Jersey

    JE postcode area – JE1 to JE5

    Guernsey

    GY postcode area – GY1 to GY10

    Important Notes:
    • Channel Islands deliveries are subject to remote area surcharges.
    • Typical additional fees range from £25 to £40+, depending on parcel size and courier.
    • Delivery times may be extended compared to UK Mainland.

    Highlands & Islands – Remote Area Surcharges

    Some Scottish Highlands and island postcodes are classified as remote delivery areas. While standard UK Mainland delivery is free, these locations may require an additional charge.

    Postcodes Commonly Affected

    Scottish Highlands

    • AB36 – AB38
    • AB55 – AB56
    • FK17 – FK21
    • IV1 – IV63
    • KW1 – KW14
    • PA21 – PA38
    • PH15 – PH41
    • PH49 – PH50

    Scottish Islands

    • HS1 – HS9 (Outer Hebrides)
    • KW15 – KW17 (Orkney Islands)
    • ZE1 – ZE3 (Shetland Islands)
    • PA41 – PA49
    • PA60 – PA78
    • PH42 – PH44
    • KA27 – KA28
    Important Notes:
    • Remote area surcharges typically range from £25 to £40+.
    • Delivery times may be extended by 1–3 business days.
    • Large or wholesale orders are priced individually.

    Returns & Refunds – 30 Day Policy

    We want you to be completely satisfied with your purchase. If for any reason you change your mind, you have 30 days from the date of delivery to return your order.

    • Items must be unused, in original condition, and returned in their original packaging.
    • Custom-made or made-to-order products are non-refundable unless faulty or damaged.
    • Return shipping costs are the responsibility of the customer, unless the item is faulty or incorrect.
    • Once we receive and inspect the returned item, your refund will be processed within 1–2 business days.

    Please note:

    • Refunds are issued to the original payment method.
    • Original delivery charges (if applicable) are non-refundable.
    • We recommend using a tracked return service for your protection.

    Secure & Insured Delivery

    Every order is fully insured from dispatch to delivery. If anything goes wrong during transit, we will replace the item or issue a full refund promptly.

    Need help with delivery or returns? Contact our support team for personalised assistance.

    Returns & Refunds

    Guest Returns & Exchanges – Order Without an Account

    Didn’t create an account at checkout? You can still request a return, exchange or cancellation for your order using the guest return form below ❤️

    How guest returns work

    • Enter your order number and the email address or phone number used at checkout.
    • Select whether you’d like a refund, exchange or order cancellation.
    • Choose the reason for your request, add any helpful notes (and photos if needed), then submit the form.

    Sizes, colours & restocking fees

    Product sizes and colours are clearly shown in the description and product photos to help you make the right choice before purchasing. Colours may appear slightly different depending on screen settings, but all photos are taken from real products.

    Important: Returns for non-fault reasons such as “I don’t like it”, “I no longer need it”, or incorrect size/colour choice may be subject to a restocking fee of up to 50%, depending on the condition of the item and the time passed since delivery.

    Timeframes & faulty items

    • Within 30 days from delivery – returns are free of restocking fees.
    • After 30 days – returns may still be accepted, but a restocking fee may apply.
    • If your item is faulty or damaged, please notify us within 14 days from delivery – confirmed faults are not subject to any restocking fee.

    Other

    Mystery Box

    Looking for something fun? Try our Mystery Box — a surprise selection where you can win prizes, discounts and special rewards hidden inside selected boxes.

    Good to know:
    • Mystery Box contents are random and vary depending on availability.
    • Rewards may include discount codes, free items, bonus gifts or exclusive deals.
    • Discount codes are usually delivered inside the package or via email (depending on the campaign).

    Partner Program – Creators & Influencers

    Are you a YouTuber, TikToker, Instagram creator or blogger? We’re open to collaborations and partnerships with creators in home decor, DIY, storage, organisation and retail display niches.

    • Affiliate / partner opportunities (commission-based)
    • Product features and content collaborations
    • Campaigns, launches and special promo codes for your audience

    To apply: email us at 📧 storefredcompany@gmail.com

    Wholesale & Business Orders (B2B)

    We support bulk and wholesale orders for businesses, retailers and companies looking for larger quantities of wooden crates.

    • Wholesale pricing and tailored quotes
    • Support for retail displays, studios, events and commercial interiors
    • Regular supply options for ongoing cooperation

    Wholesale enquiries: 📧 storefredcompany@gmail.com

    Mobile App (Android & Apple)

    Prefer shopping on your phone? You can use our mobile app on Android and Apple devices for a smoother experience, quicker checkout and easier access to offers.

    Press & Media

    For press, media, interviews or feature requests — please reach out via email and we’ll get back to you.

    Still need help?

    If your question doesn’t fit the categories above, contact us at 📧 storefredcompany@gmail.com and we’ll be happy to assist.