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Cel Support
If you require any support, please fill in the contact form below. We will get back to you as soon as possible with a solution to your problem. Alternatively, you may scroll down to read our FAQ (Frequently asked questions).
FAQ
Q. The postage charges seem to have altered since my last order in April.. Can you tell me why?
A: Knowing that we were to introduce our new website we decided not to make any increase in carriage charges until this happened, so as to make it less confusing for our customers.The increase in Royal Mail postal rates in April caused quite a stir for our mail order system. We have had to change how we calculate the postage and packaging rates in accordance with their updates. Postage prices will now be shown inclusive of VAT, which may give the appearance that we have put the charges up considerably but in fact this is not the case. eg. Postage on a 1st class packet with UK delivery address costs a minimum of £2.36. On top of this we make an additional small charge towards packaging and handling and where appropriate, VAT needs to be included. Please be assured that we are only making a realistic charge.
Q. I live in Australia. The carriage charges for overseas seem quite high. Please can you tell me how the carriage on my order is calculated.
A. Our online shopping will automatically quote the shipping charge for each individual order. Some customers who would like additional information so we have compiled 2 examples shown below to explain the process.
When we pack an order we measure and weigh the parcel, and look for the best price for our customers. If the parcel is under 2 kilos in weight, we would usually send by Royal Mail 1st class within the UK or Royal Mail Small Packet for all overseas destinations.
These are hypothetical examples which were quoted for on the 20th Feb 2012. Rates and quotes received will vary dependant on the content value and parcel destination.
Example 1
A parcel contains
1 X CelShapes Décor Mould
1 x CelBoard
1 x CelFormers
1 x BV05 Size Guides
1 x ME01 CelPads
2 x CelBuds ME13
1 x CelStick cs ME06
Total value £31.37 + VAT. 31cms x 22cms x 10cms 0.599 kilos
The price will include the cost of packaging materials including bag or box as well as the actual postage.
UK EU Rest of World
Standard £2.70+VAT £7.44+VAT £11.71
Tracked £3.75+VAT £9.94+VAT £13.71
Tracked + Compensation £7.40+VAT £14.52+VAT £18.37
Currently standard parcels which become lost / damaged would be reimbursed to value to £46.00 by Royal Mail. However, we would always recommend that a parcel over this value is insured for loss or damage to the goods during transit.
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Example 2
A parcel contains
1 X CelShapes Décor Mould
1 x CelBoard
1 x CelFormers
1 x BV05 Size Guides
1 x ME01 CelPads
2 x CelBuds ME13
1 x CelStick cs ME06
1 x Craft Porcelain 500g CP13
1 x CelBoards2 ME04
1 x CelBoards3 ME05
1 x CelFlap ME12
Total value £65.82 + VAT. 31cms x 22cms x 10cms 2.063 kilos
UK EU Rest of World
Standard N/A N/A N/A
Tracked + Compensation £7.40+VAT £17.52+VAT £39.60
We are able to use Royal Mail 1st class for UK parcels of the above weight as well as a domestic courier.
Royal Mail do not handle overseas parcels over 2 kilos so all these parcels are dispatched by courier.We measure and weigh the parcel then ask for a quote from several carriers to get the best price for our customers.
Parcel transportation costs are calculated in two ways and the higher amount is always what is charged..
- By Actual Weight – the parcel is weighed, measured and the charge is made to the next kilo eg. 8.2 kilos =9 kilo charge
- By Volumetric – the parcel is measured and weighed and the charge is made on space the parcel will take up during transportation.
Q. I am a trade customer in Australia. The carriage charges for overseas seem quite high. Please can you tell me how the carriage on my order is calculated.
A. As for the carriage, you may have thought it a little steep as many customers do when they first start ordering from overseas. Customers often think that by reducing the weight in their parcel they will save on carriage costs—this is not always true.
When we pack an order we measure and weigh the parcel then ask for a quote from several carriers to get the best price for our customers
Example: A larger light weight parcel could be more expensive to send overseas, than a smaller heavier one as it takes up more space in an aeroplane
Parcel transportation costs are calculated in two ways and the higher amount is always what is charged..
- By Actual Weight – the parcel is weighed, measured and the charge is made to the next kilo eg. 8.2 kilos =9 kilo charge
- By Volumetric – the parcel is measured and weighed and the charge is made on space the parcel will take up during transportation.
Eg. This is a hypothetical example which was quoted for on the 16th Feb 2012. Rates and quotes received will vary but our customers would be consulted before any quote is accepted.
A parcel contains
5 X CelBuds3
5 x CelFormers
5 x CelBoards2
10 x BV05 Size Guides
5 x ME01 CelPads
Total value £133.62+vat. 33cms x 33cms x 24cms 3.5 kilos
The volumetric weight of this parcel is 5.45 kilos. Any quote would therefore be based on a parcel of 6 kilos,
EU Quote – Belgium USA Quote Rest of World – Australia
£19+VAT £39.30 £52.90
Even if a parcel was under a kilo in weight but needed to be sent by courier the charge would still be for 6 kilos. (These quotes are for goods despatched without extra insurance cover for loss or damage.)
The larger and heavier a parcel or indeed a consignment becomes, the better the price per kilo it is. For instance, the same sized parcel could contain
35 x CelBoards2
Total value £421.80+Vat . 33cms x 33cms x 24cms 15.8 kilos
EU Quote – Belgium USA Quote Rest of World – Australia
£22+VAT £61.70 £90.70
We would always recommend that a parcel is insured for loss or damage to the goods during transit. Standard parcels are only covered for £50 so if a valuable package goes missing it can cost heavily. Normally a parcel of up to £1000 in value can be covered for an extra £24 but may differ dependent upon destination.
We do of course send smaller orders by mail service if it is appropriate, or you can arrange to have a parcel collected by a carrier of your own choice.
Q. When can I expect delivery of my parcel? I live in Kent.
A. We try to despatch parcels at the first possible opportunity. This is of course dependant on whether all items are stock. Once packed, all UK orders under 2 kilos and of low value are despatched by 1st class mail. Parcels over this weight or of high value are likely to be sent for overnight delivery with a courier. We always advise to order in plenty of time in case the post office do not manage to deliver next day on this 1st class service. If you require an overnight option, you could ask for an upgrade to special delivery (surcharge applicable) and we will try to meet your requirements.
Q. I am having problems in getting the paste out of my CelShapes (Scrolls) Mould. Please can you give me some hints and tips
A. You may find the article on how to use the CelShapes moulds of some interest. There are a number of factors which may affect your success – mainly the paste consistency. Pastes which contain tylose require a plastic scraper rather than a palette knife. You may also find that the pressure being used when removing the paste from the mould affects the shape of the design. See our Tutorial on sugarcraft techniques using the CelShapes Moulds. The principles are the same for many of the designs. More in depth information can be found in the Premium Tutorials. New topics will be released on a regular basis. You might also find the Using CelShapes Moulds CD helpful – BV29 (CelMedia, Sugarcraft DVD’s & CD’s)
Q. I prefer not to order over a website. Can I still place an order?
A. We welcome order by telephone, or through the post. You can print out an order form to fill out. Check out our contact page for the relevant details you require.
Q. Can I buy your products locally?
A. We have numerous stockists spread around the UK, with some in Europe as well as around the world. If you cannot find a stockist convenient to you, we are happy to despatch direct to customers by mail order.