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Welcome to Uzcraft

Uzkraft is a store that presents a huge selection of souvenirs, gifts and household goods made by the best craftsmen from Uzbekistan.

Have a Question?

Monday - Friday: 09:00 - 18:00 144 Mirzo Ulugbek, Tashkent Uzbekistan +998901373366 sales@uzcraft.com

FAQ

Can I still purchase from your website?

Yes, we’re still open 24/7 to accept orders from most locations internationally. Please see the current list of international exclusions over on our delivery page here.

Are you guys shipping as normal?

We’re trying to keep on top of order send outs as much as possible following the necessary safety measures and guidelines. Our warehouse has changed it’s opening hours to Monday to Friday, but don’t panic – we’re working with external fulfilment partners to ensure they’re taking all the correct and necessary safety precautions.

Where is my order notification?

Once you’ve placed an order with us you’ll receive an email to the address provided. If you did you not receive an email, please check your spam / junk folder and double check you entered your email address correctly. If you still haven’t received one after 36 hours, please contact us where we’ll be able to advise you further.

How do I return my order?

For online orders our returns are continuing to operate as normal. Refunds will be proessed within 14 days of your return arriving back to us. The money may take 3 – 5 working days for the refund to appear in your account.
For in-store orders, please contact us and we will try and help, alternatively we’re happy for you to return your item back to us in-store 14 days after our stores reopen.

How do I contact customer services?

Due to circumstances our phone lines are currently closed, however you’re welcome to contact us by email, you can reach out via our contact us page. Our Customer Service Team are working as hard to respond to everyone as quickly as possible, but we are currently experiencing a delay in getting back to everyone due to the rise in requests in response to the COVID-19 outbreak. Please be patient with us, and we’ll get back to you as soon as we can!

What are Uzcraft doing to ensure the safety and wellbeing of staff within the business?

We’re taking the Coronavirus outbreak incredibly seriously and want to ensure the wellbeing and safety of staff at all times when making any decisions. Since the government advised it was safest to do so, all out head office staff have been working from home (with the exception of those who have ‘business critical roles’). We have put in place a strict social distancing policy for any members of staff who may have to come in closer contact during the outbreak.
Our warehouse staff are following a series of strict guidelines including social distancing, hand washing and many more which may result in some delays in order send outs.

What payment methods do you accept?

We accept payment from debit or credit cards – VISA, Mastercard, Maestro, as well as payments made by PayPal.

What currencies can I use?

Listed currencies you can use are: Great British Pound, Euro, United States Dollar, Australian Dollar, Canadian Dollar, Singapore Dollar, New Zealand Dollar, Japanese Yen & Danish Krone.

Do you sell gift cards?

Yes we do! To buy one of our e-gift cards, please click here. Please note. If you buy one of our e-gift cards, this is only valid to use online and will be sent to you electronically via email.

How do I purchase a gift card?

Our gift cards can be purchased online. To purchase one online you simply add it into your basket like you would a normal product. Once you’ve completed at checkout you will receive an order confirmation with your gift card confirmation within 24 hours. To buy one of our gift cards please click here.

Why haven't I received my gift card?

Your gift card should appear in your emails within 24 hours of purchasing. If you have still not received it, please email us at sales@uzcraft.com.

I've lost my gift card, can I get a replacement?

Yes you can, if you give us an email at sales@uzcraft.com we’ll be able to advise you further on this.

Can I return a gift card?

No, our gift cards are non-refundable.

How long do I have to use my gift card?

Your gift card is valid for 12 months from the date of purchase.

Do you offer student discount?

Yes, we do. If you’re a EU customer, we offer 20% student discount via Student Beans and if you’re a US customer, we offer 25% student discount.

My discount code didn't work?

Firstly, check that you’re entering the discount code exactly as it appears (case sensitive) and check that the code is still in date and has not expired. Secondly, check the terms and conditions of your code, if the item is in sale or in a certain category the discount may not be valid on this product. If it’s still not working, please email us at sales@uzcraft.com and our team will be able to advise you further.

Can I use more than one promotional code on my order?

No, you can only use one promotional discount in each individual order.

Experiencing problem paying?

Oh no! Please try an alternative payment method or contact us at sales@uzcraft.com and one of our customer service representatives will help you as soon as they can!

Can I track the status of my order?

Yes, you can. Along with your order confirmation, once your order has been shipped a UK tracking number will be sent over to you so you can track your order, we currently ship with Hermes and you can track your order here. If you’re an international customer you can check the status of your order here.

What happens if nobody's in when my order is delivered?

As we currently ship with Hermes, they state that your courier will make three attempts to deliver your parcel or alternatively may leave your parcel in a safe place that is convenient for you to collect. If you would like to pass on a preferable delivery day, time or safe place to leave your parcel, please use the Hermes web chat service and they’ll be happy to pass the information on to the courier. It may not always be possible for our couriers to meet exact dates or times however we will do our best to get your parcel to you as soon as possible. If Hermes have attempted to deliver your parcel after three attempts this will then be sent back to us and you will be refunded. If you’re an International customer and no one is home during delivery then your parcel may also be left with a neighbour, in a safe place or alternatively, with your local post office.

Will my parcel be charged additional custom and import charges?

Custom and Import charges are charged once an item has arrived in its destination country. Unfortunately, we have no control over what these charges are, as Custom and Import policies vary from country to country. We would advise that you find out what these charges may be before you place your order.

Can I get my order delivered to a PO Box address?

Yes, you can have your order delivered to a PO Box Address.

Where is my order?

Your order should arrive within the time frame of your chosen delivery method, which you can double check in your order confirmation email. You should also receive a tracking link in this email so check this out for any delivery updates. If the delivery time frame has passed and you’ve still not received your items, please get in touch with us at sales@uzcraft.com.

Can I cancel my order?

Once you have placed an order with us our team work hard to make sure we are promptly starting to pack and process your order, therefore once you are charged we are unable to interfere with this process. If you are unhappy with your item(s) or no longer require them, you are welcome to send them back to us using our free returns service or visit one of our standalone stores within the EU for a full refund within 30 days of receipt.

Can I amend my order once it has been placed?

Once you have placed an order with us our team work hard to make sure we are promptly starting to pack and process your order, therefore once you are charged we are unable to interfere with this process. If you are unhappy with your item(s) or no longer require them, you are welcome to send them back to us using our free returns service or visit one of our standalone stores within the EU for a full refund within 30 days of receipt.

What can I do if my order is going to the wrong address?

Please contact us at sales@uzcraft.com where one of our customer service representatives will assist you further.

Where is my order confirmation?

Once you have placed an order, you should receive an email confirmation sent to the email address you provided at checkout. If for some reason, you did not receive this email, please check your spam/junk folders. If you still cannot find this, please log into your account to check that your order was initially processed, and if you are still having problems please contact us!

What should I do if my order is missing?

If you are in the EU and have not received your order within the allotted delivery time frame, please notify us by email at sales@uzcraft.com within 21 days of the date on which you ordered the products. After this time has elapsed, Uzcraft reserves the right to decide whether to send our replacement item(s) for you. For international customers, please allow up to 16 working days before contacting us regarding a missing order.

What do I do if I've received the wrong item?

If you’ve received the wrong item in your order and you’re a EU customer, please return it using our free returns service. Please use returns label enclosed and tick not what I ordered as the reason code. If you want to replace the item, please contact us at sales@uzcraft.com where a member of our customer service team will help you further. If you’re an international customer, please contact us at sales@uzcraft.com where we will be able to advise you further on the next steps.

There's an item missing from my order, what should I do?

If you receive your order and an item is missing, please check your emails or junk emails to see if you’ve received an out of stock notice from us, if you haven’t received this please email us at sales@uzcraft.com and one of our advisors will help you further.

I've received the wrong item in my order, what should I do?

If you receive your order and an item is missing, please check your emails or junk emails to see if you’ve received an out of stock notice from us, if you haven’t received this please email us at sales@uzcraft.com and one of our advisors will help you further.

I purchased an item on pre-order, when will it arrive?

If you’ve purchased a product with us on pre-order, we will always state the date that your item will be shipped on the product page. This will also be repeated at checkout. Please allow 3-5 working days for your item to arrive after this dispatch date. If 5 days has elapsed after the proposed dispatch date please contact us at sales@uzcraft.com.

I've brought a gift card, can I cancel or return it?

Unfortunately our gift cards are non-transferable and cannot be cancelled or returned.

How do I return an item?

Inside all our orders you will find a returns address label attached in the bottom right corner of your invoice. Simply stick the attached returns label to the outside of your parcel, along with your returns note filled out and slotted inside before sealing. Once this process has been completed, you can return your parcel to us using the Freepost service at your local Post Office. We ask that you obtain proof of postage and do not dispose of this until your return has been accepted. Once your return has been received, we’ll send an email to notify you know that we’ve got your return, confirming the approval or rejection of your refund – please note UK returns can take up to 14 days to reach us. If your refund has been approved, this will then be processed, and the credit will automatically be applied to your original payment method within 5 working days. If you have requested an exchange, please allow 7-10 days for this to be processed and your exchanged item(s) to be sent out to you.

Can I exchange an item?

Yes, you can. simply include this information on the returns invoice and request which item(s) you would like to exchange for. If you’ve requested an exchange, we’ll send this out on our upgraded delivery service completely free of charge! For R.O.I and European this will be a tracked 4-5 working day delivery and for International customers will be Tracked 6-9 working days. In the event of your requested item(s) being out of stock, we will be unable to process an exchange and you will be notified and refunded.

Can I return a gift?

Yes you can. To return an unwanted gift you need to get in touch with the person who purchased the gift and ask them to get in touch with us directly at sales@uzcraft.com.

Can I return items bought with a gift voucher?

Yes you can return items bought with a gift voucher, however you will be refunded onto a Uzcraft gift card.

Can I return a personalised item?

No, once an item has been personalised this makes it non-returnable

Can I get a refund if the price has changed since I ordered it?

As a business we’re constantly changing our prices due to fashion trends, sales demand and other various reasons. This does unfortunately mean that if the price has changed since you’ve ordered, we are unable to refund the price difference.

I've purchased earrings, can I return these?

Earrings can only be returned if the original tags are attached, the original packaging is intact and there are no visible signs of wear due to hygiene reasons.

I've purchased beauty products, can I return these?

All our beauty products are non-returnable if they have been removed from their original packaging due to hygiene regulations.

What should I do if my refund is incorrect?

Please contact us at sales@uzcraft.com.

I forgot to include my returns note in my return, what can I do?

Please contact us at sales@uzcraft.com with your name and order number so we can keep track of this when the product arrives back to us.

Will my original postage costs be refunded?

Postage costs will only be refunded if your product is damaged or faulty.

What do I do if my item is faulty?

Goods are classified as faulty if they are not of satisfactory quality, fit for purpose or not as described. Please note that items which are damaged due to normal wear and tear; by accident; or through misuse will not be considered faulty and Uzcraft has the right to refuse a refund on these grounds. If your item is faulty, please do not dispose or amend your item(s). Please contact Customer Care on sales@uzcraft.com within 30 days of receipt along with your name, order number, and any images you can provide of the faulty item(s).

I purchased a product and now it's in the sale, can I get a refund?

Unfortunately, we are unable to refund the difference between the original price and the sale price.

Can you tell me more information about your products?

We work hard to include as much information about our products in our product descriptions on the product page, but if there’s something more specific you’d like to know please contact us at sales@uzcraft.com.

Why cant't I find an item that I've seen advertised?

We try to only advertise products available on site at that time, however sometimes this isn’t always possible – if there is something you see advertised and it isn’t in stock yet please feel free to email us for more information! We’ll always try and help.

How can I find out if you'll be getting in more stock of a product I want?

Due to high demand, some of the items on our website do sell out very quickly! However, it’s worth checking back as the site is regularly updated. You can also sign up to receive a product notification when your fave items are available again! We include the option to sign up for back in stock email notifications on all of our sold out products.

Do I need to set up an account to make an order?

No, if you do not want to set up an account with us we have the option to checkout as a guest. All you’ll need is your contact and shipping information!

I'm having trouble signing in to my account, what should I do?

Oh no! Please try resetting your password initially. If this still doesn’t work please contact us at sales@uzcraft.com and we’ll try and help!

How do I reset my password?

If you can’t remember your password, we’ll need to reset that for you. Simply click here to change it.

How can I access my wish list?

To access your wish list, please make sure you are logged in and then click this link here.

Is my personal information kept private?

Yes, in accordance with the new and updated data protection act we promise to keep your information private and secure. To read more about our privacy policy please see here.

How can I remove my personal information from your database?

If you would like all information regarding yourself removed from our Uzcraft database, please email us at sales@uzcraft.com.

How do I unsubscribe from your newletter?

Click unsubscribe at the bottom of any newsletter or email your receive from us, alternatively email us at sales@uzcraft.com and we can remove your information from our database completely.

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