FAQ

If you have a query, our FAQ page below has the answers to many common questions relating to orders and products. We are adding to this page all of the time. If you still can't find the answer to your question, please get in touch with full details of your query and we'll be happy to help.

Placing an Order

- I can't log in to my account.

- I am having problems with my basket. What should I do?

- Why have the items disappeared from my basket?

- My discount code isn't working.

Payment Options & VAT

- How do I pay for my order?

- Can I pay 'on account' for my business, school or charity?

- Do prices include VAT?

- How do I reclaim VAT I should not be paying?

Delivery

- What are your delivery options?

- Where are my goods?

Returns

- What are your returns & refunds policy?

Damages & Packing Errors

- My order is incomplete or damaged in transit - what should I do?

- An item in my order is damaged. What should I do?

Contact Us

- How can I contact "kamlabelz ltd company"?

Trade & Bulk Enquiries

- Do you sell to trade?

- Will you discount for volume or bulk purchases?

Miscellaneous

- Can you send me a catalogue?

- Can you send me samples?

- Will you donate to my good cause/school/charity event?

Placing an Order

I can't log in to my account.

We apologise that you are having trouble logging into your account. The launch of our new website at the start of 2025 means that all previous account holders will need to open a new account with us.

If you have set up a new account and have forgotten your password, you can request this from the log in screen. If you do not receive an email into your inbox within a couple of minutes then the email address you have used has not been recognised and you will need to set up a new account, sorry.

I am having problems with my basket, what can I do?

We apologise for any problems you are having with our website.

Our website uses cookies, caches and popups to provide a complete shopping experience, specifically a shopping cart. This is normal practice for sites of this nature. On rare occasions this does cause a problem, especially if the settings on your computer disable this functionality. Please reset your cookie functionality and try again. Alternatively, please contact us for further assistance.

Why have the items disappeared from my basket?

This may be because you were logged in when you added the items to your basket, and you are now logged out. If you log in again you will find the items will reappear.

Alternatively, this may be because the cookies on your computer have either been set with a very short timeframe and the items in the "memory" are now deleted, or other settings within your computer’s cookies have “timed you out".  You will need to add the items again. To save them for future completion, you can either set up or log into your account. They will then be their next time you log in.

My discount code is not working.

Please ensure that the discount code you are using is valid and in date. Please note we do not advertise discount codes on voucher code websites, any that may appear on such sites are not genuine. Discount codes should be used at time of checkout and will not be honoured retrospectively.

Payment Options & VAT

How can I pay for my order?

Please take a look at our payment options page for details.

Can I pay 'on account' for my business or other organisation?

If you wish to place an order on behalf of a business or other organisation, please contact us.

Do prices include VAT?

All prices shown on this website are inclusive of VAT, where applicable, at the current standard rate.

Our VAT number is GB437563181.

"Tax" shown in checkout pages and on order confirmations refers to UK VAT. All prices shown on the website already include this tax, it is not an additional charge. Tax is shown separately in these places to be clearer for those buying for their business.

How do I reclaim VAT I should not be paying?

On overseas orders, where VAT is applicable, you will pay the VAT in the normal way and reclaim this if eligible, as part of your own VAT return. We do not supply goods without charging VAT.

On overseas orders, to locations where VAT is not applicable, please proceed as normal, including VAT.  IMMEDIATELY after you have completed your order, please email us with your order number and we will immediately refund the VAT using the same payment method.  However, after the goods have been mailed, we will be unable to refund the VAT. Therefore, it is essential that you contact us with your order number as soon as you have paid. 

Delivery

What are your delivery options?

Full details of all shipping options and their associated costs are available on our delivery pages.

Where are my goods?

Please note, all orders made after 8am are mailed the FOLLOWING working day, with the exception of "Special Delivery" options.

Working days are Monday to Friday and exclude Saturday, Sunday and all UK public or bank holidays.

You should receive an email advising when your order has been dispatched from our warehouse and delivery should be expected within the timeframe for the service chosen at checkout. However, please bear in mind the anticipated delivery standards of both Royal Mail and our couriers can vary due to seasonal increases or periods of bad weather.

If you have created an account and purchased through this account, you will be able to log in and establish the current status of your order.

There are other reasons why your order may not have been delivered when expected, please check the following:

• Did you give us the full and correct postal address, including postcode? We find increasingly that ‘auto fill’ functions are causing issues with addresses. Please let us know if this is the case.
• Has Royal Mail left you a red card advising that a parcel has been ‘left with a neighbour’, in a safe place or returned to the sorting office? If so, please refer to the instructions on the card. Please also check areas such as wheelie bins, outbuildings and other 'safe place' areas where parcels may have been hidden. Uncollected or undeliverable post is generally returned to us 18 days after delivery is attempted.
• Royal Mail do not always leave a red ‘missed delivery’ card so if you are expecting a delivery, it is always worth checking with your local sorting office to see if they have your parcel awaiting collection. You do not need the card itself but will need some photo ID and/or proof of your address. Please refer to Royal Mail website for further information. 

Returns

What are your returns and refund policy?

Please see Returns & Exchanges page.

Damages & Packing Errors

My order is incomplete or damaged in transit - what should I do?

In the unlikely event that this happens, please contact us as soon as possible with full details of your order number, details of the missing item and if possible, photos of any damaged items/packaging. In the case of missing items, we may ask for further information from the original invoice for verification purposes.

You can find full refund and return information on Returns & Exchanges page.

An item in my order is damaged. What should I do?

We take great care to package goods so that they get to you in a perfect condition. However, despite our best packing efforts, on rare occasions items are damaged in transit. If this happens, please contact us with your order number, details of the damaged item and if possible, photographs of the damage.

You can find full refund and return information on Returns & Exchanges page.

Contact Us

How can I contact "KAMLabelz Ltd company"?

See our contact us page here for how to get in touch.

Trade & Bulk Enquiries

Do you sell to trade?

Please note we are a retailer, not a wholesaler.

However, we do sell a massive range of bulk craft supplies at competitive prices and will always consider volume discounts.

If you do contact us with a bulk purchase enquiry, please include details and codes of items you are interested in, the quantity you require and your deadline for delivery.  We will then be able to give you a full, meaningful response.

Will you discount for volume or bulk purchases?

We sell a massive range of bulk craft supplies at competitive prices and will always consider volume discounts.

Some of our products already have volume discounts shown for multiple purchases of identical items.

If you do contact us with a bulk purchase enquiry, please include details and product codes of items you are interested in, the quantity you require and your deadline for delivery.  We will then be able to give you a meaningful response.

Miscellaneous

Can you send me a catalogue?

We are often asked if we supply paper catalogues, however as we have a variety of product lines that change and grow throughout the year, it just isn’t a feasible or cost-effective option. We pride ourselves on sourcing new and inspiring lines and these are always being added to our website to keep our stock fresh and interesting.

We hope that you will find everything you are looking for on our website. If you need any guidance, please just let us know.

Can you send me samples?

As an online retailer we can no longer send free samples of products due to the high costs involved with administration and postage. With so many product lines this became an extremely expensive business cost for us, which we can’t support.

What we normally suggest is that you purchase one pack of any of the items you require through our website. If these are unsuitable you will be able to return them for a refund against the cost of the goods, subject to them being in a saleable and complete condition.

We hope you will appreciate the reason for this and that we are not trying to be unhelpful or difficult.

Will you donate to my good cause/charity/school event?

Like many businesses, we receive dozens of requests every day for donations of craft supplies, party supplies, prizes and money for various fund-raising events.  As a result, we are unable to respond to these individually.

As we are unable to support all requests, and rather than choose from the many requests we receive, KAMLabelz Ltd has made a business decision to support charities and causes close to our base in Bury.

We hope you will understand our position and we wish you the best of luck with your charitable events and activities.

Still have a question?

We'll be happy to help! Just get in touch we our team using one of the methods on our contact us page with full details of your query.