Late or Missing Orders
Cemcraft (Bruce Heideman Enterprises) does not accept responsible for late delivery, lost or damaged goods.
In the event of lost items The Royal Mail for instance will only consider goods to be lost after 15 working days from date of posting.
Refunds for lost goods can only be authorized once the claim has been processed through the relevant courier. Please be patient if your item has not been delivered as swiftly as we both hoped, while '1st Class' is usually a next day service, it is not guaranteed. Also, for slightly larger packages, please remember to check you local sorting office as Royal Mail does not always (meaning hardly ever) leave a ‘Sorry you were out’ card.
Our courier services offers a fast and efficient delivery. They also provide an online tracking reference service. Each parcel sent via courier has it own unique tracking number which is available to all customers upon request.
Each courier service has it's own procedures for dealing with lost or damaged shipments.
If a shipment looks to be damaged please note this with the driver at the time of delivery BEFORE signing for the item.
If you find that the shipment has suffered damage that is only apparent once you have opened the parcel then contact us immediately and we can assist you in dealing with the courier service to make a claim and with regards to sending out a replacement. Please note: Fraudulent Buyers will be reported to the relevant authorities and may face prosecution.