FAQ

 

What is your shipping policy?

The Strawbyte Workshop will always set fair shipping charges for its customers anywhere in the world. In practice this means the charges displayed at check-out will the actual shipping cost based on package size and weight.

We go to great lengths to minimise the impact shipping has on our environment. All virgin packaging will be paper or cardboard based with mailing bags made from 100% recycled LDPE. Also, we regularly re-use packaging from deliveries to the workshop and includes packing beans, bubblewrap, mailers and old boxes which get cut up to provide protective inserts.

DOMESTIC

Within the United Kingdom, Northern Ireland, Channel Islands, Isle of Man, and Gibralter, Royal Mail First Class is the standard delivery method. For certain orders that are heavier or bulkier than normal, we will substitute the more cost effective Royal Mail Tracked 24.

INTERNATIONAL

For the European Union, Norway and Switzerland, plus others within the EEA, Royal Mail International Standard is the default shipping option. VAT will be charged at your country’s standard rate and the Strawbyte Workshop will ship items under the ‘Import One-Stop-Shop’ (IOSS) scheme which allows goods to clear customs VAT/GST paid.

For the rest of the world, Royal Mail International Standard is used to ship orders to you.

In all cases upgrades to Tracked or Signed services is available. However please note that the availability of these services is dependent on the delivery services in your country. In the rare event that you pay for a service that cannot be provided, we will contact you to discuss suitable alternatives and/or refund any overpayments.

Something’s gone wrong with my order, what are you going to do?

Like many things in life, getting goods delivered to customers worldwide is not without the occasional problem. While rare, items do go missing in the post and that’s why all deliveries are covered by suitable levels of insurance. Common problems have simple explanations but putting things right can sometimes be difficult, frustrating and (occasionally) disappointing.

WE’RE NICE PEOPLE, BE KIND.

When you get in touch with us at workshop@strawbyte.com please be patient with us and help us to help you. Provide your name and order reference number. Use the email address that you included when ordering, or let us know what that address was.

Be mindful that that since we’re based in the United Kingdom we may be in a different time zone to you. A message sent might not be seen for several hours and those recieved on a Sunday may not get a response until 7am Monday.

We shouldn’t have to say this but we will not tollerate any messages that are abusive, threatening or plain rude. When encountered, we reserve the right to cancel orders and contracts, and report any unlawful behaviour to law enforcement.

MISTAKES MADE BY US

Subject to the terms of use set out on this website, we will commit to put right any mistake we make as soon as possible. We have put in place controls to minimise operational errors and prepared plans that help us be consistent when we put things right. Furthermore putting things right will be at our expense. Examples here include:

  • Wrong colour or quantity supplied: We will ship the correct item or make-up the short-fall.

  • Poor quality or poor fit: We will make changes to our production processes and re-ship items to you. Of course you’re free to ask a refund.

MISTAKES MADE BY YOU

As a mail order business we rely on the information you provide to ensure that we can ship the right products to you wherever you are in the world. It is important that your name, address, postal code, and email address are correct. Plus that you’ve selected the right product for your needs. These are responsibilities that fall to you and while we will be a fair as possible when helping you resolve a situation, it is not fair to ask us to incur costs for mistakes you made. So expect us to ask for you to cover additional postage costs or item costs.

FAILED DELIVERIES

If the problem relates to a late or failed delivery then you need to know that we use Royal Mails service levels, support processes and postal insurance to resolve any problems.

  • If the item is late and outside of Royal Mail’s delivery estimate (service level) for your part of the world, then we will make a claim for late delivery and re-ship the orders under £25. For higher value orders we will wait for insurance limits to be exceeded which allows us to recover all the costs involved in remaking and reshipping your order.

  • If the item is believed lost, then we will make a claim under the postal insurance and re-ship once the claim is approved. We will be in touch with you directly if there are any issues with the claim that you need to be aware of.

  • If the item is returned to us by Royal Mail or one of their international delivery partners, then we will cancel the order/contract and issue a refund minus the postage costs incurred. Be aware that we shall apply this policy regardless of the reason given by the postal service but you do have the right to place a second order if you still want us to supply goods to you.

FRAUDULENT ACTIVITY

Fraudsters and scammers are scumbags and we’ll have nothing to do with them. We’ve chosen payment services providers and delivery partners that include anti-fraud measures within their services and in return for you following a few extra steps occasionally when making a payment, we can keep disruption to a minimum. From time-to-time we may be asked by a payment provider to delay sending an order while checks are made by them.

If you are approached by anyone claiming to be Karl Pountney, or the Strawbyte Workshop let us know immediately by email at workshop@strawbyte.com.

Are your pickles gluten free?

Mind your own business!

However, I can recommend Squarespace as an all-in-one website development service to get you online fast. This site was built around the Brine theme and hence the occasional pickle reference creeps in here and there - this one was left in just for fun.

How do I order wholesale?

If you are interested in stocking any of our products for sale in your own retail shop or website, please contact us to discuss your requirements.

We regularly work with manufacturers, makers and resellers so that they can incorporate our parts or jigs into their finished goods. Design services are available too, along with the means to develop your own designs into 3d-models that can be 3D Printed, CNC'd or Laser Cut.

Any other questions?

If you have any questions please use the contact us link at the bottom of this page.