FAQ
What is your shipping policy?
The Strawbyte Workshop will always set fair shipping charges for its customers worldwide. In practice, this means the charges displayed at check-out will be 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. We also regularly re-use packaging from deliveries to the workshop, including packing beans, bubble wrap, mailers, and old boxes that get cut up to provide protective inserts.
DOMESTIC
Royal Mail First Class is the standard delivery method within the United Kingdom, Northern Ireland, Channel Islands, Isle of Man, and Gibraltar. For certain heavier or bulkier orders, we will substitute the more cost-effective Royal Mail Tracked 24.
INTERNATIONAL
For the European Union, Norway, Switzerland, and 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 are 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 will you do?
Like many things in life, getting goods delivered to customers worldwide is not without the occasional problem. While rare, items go missing in the post, and that’s why suitable levels of insurance cover all deliveries. Many issues have simple explanations, and we appreciate that putting things right can sometimes be difficult, frustrating and (occasionally) disappointing.
WE’RE NICE PEOPLE, BE KIND.
When you contact 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 you included when ordering, or let us know what that address was.
Be mindful that since we’re based in the United Kingdom, we may be in a different time zone from you. A message sent might not be seen for several hours, and those received on a Sunday may not get a response until 7 a.m. Monday.
We shouldn’t have to say this, but we will not tolerate abusive, threatening, or plain rude messages. When encountered, we reserve the right to cancel orders and contracts and report any unlawful behaviour to law enforcement.
MISTAKES MADE BY US
As we've set out on this website, we'll correct any mistake as soon as possible. Please take a look at our terms of use. 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 shortfall.
Poor quality or poor fit: We will change our production processes and re-ship items to you. Of course, you’re free to ask for 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 anywhere in the world. Your name, address, postal code, and email address must be correct and ensure you have selected the right product for your needs. These are responsibilities that fall to you, and while we will be as fair as possible when helping you resolve a situation, it is not fair to ask us to incur costs for mistakes you made. So we'd like to ask you to cover additional postage or item costs.
FAILED DELIVERIES
If the problem relates to a late or failed delivery, you need to know that we use Royal Mail's service levels, support processes, and postal insurance to resolve any problems.
If the item is late and outside Royal Mail’s delivery estimate (service level) for your part of the world, we will make a claim for late delivery and re-ship 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, we will file a claim under postal insurance and re-ship once the claim is approved. We will contact 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, 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 you with goods.
FRAUDULENT ACTIVITY
Fraudsters and scammers are scumbags, and we’ll have nothing to do with them. We’ve chosen payment service 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. Occasionally, we may be asked by a payment provider to delay sending an order while they make checks.
If you are approached by anyone claiming to be Karl Pountney or the Strawbyte Workshop, please let us know immediately by emailing 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 that will 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 selling any of our products 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.
Do you have any other questions?
If you have any questions, please use the Contact Us link at the bottom of this page.