FAQ
Ordering
Can I send my order as a gift?
Yes. We don't include pricing information in our parcels, making them suitable for sending directly to the recipient.
Can I change or cancel my order?
If your order hasn't entered production or been dispatched, we'll do our best to help. Please contact us as soon as possible.
Do you offer discounts for larger orders?
Yes. If you're looking to order multiple items for an event, club, school or business, please get in touch for a personalised quotation.
Personalised Items
Can I personalise my item?
Many of our products can be personalised with names, dates or short messages. If a product can be personalised, the options will be shown on the product page.
Can I return a personalised item?
As personalised products are made specifically for you, they cannot be returned unless they arrive damaged or the product itself is faulty.
Craft Kits
Are the craft kits suitable for beginners?
Absolutely! Our kits are designed to be enjoyable for beginners while still offering plenty of creative possibilities for more experienced crafters. Check out the difficulty ratings and choose accordingly.
What is included in a coaster craft kit?
Each kit contains everything you need to get started, including engraved MDF coaster blanks, acrylic paint pens and an instruction guide.
Can children use the craft kits?
Many of our kits are suitable for older children when supervised by an adult. Please check the recommended age guidance on each product page.
Shipping
How long will delivery take?
Most orders are dispatched within a few working days. Delivery times depend on your location and the shipping service selected.
Do you ship internationally?
Yes. We currently ship to many countries worldwide. Shipping costs are calculated at checkout; please note EU customers: Orders shipped from the UK may be subject to import VAT, customs duties and local handling fees on arrival. These charges are determined by your country's customs authority and are the responsibility of the recipient unless otherwise stated.
How much does shipping cost?
Shipping costs depend on the size, weight and destination of your order. You'll see the exact cost before completing your purchase.
Can I track my order?
Where a tracked delivery service is selected, you'll receive tracking information once your order has been dispatched.
Products
Are your designs original?
Yes. All designs are created by Primary 9 Designs and are protected by copyright.
Do you make everything yourselves?
All of our products are designed and produced in-house.
Can I sell items I make using your designs?
No. Designs are purchased for personal use only and must not be used for commercial purposes or financial gain.
What are the coasters made from?
Our colouring coasters are laser engraved onto high-quality MDF, providing an excellent surface for decorating.
Can I use the finished coasters with hot drinks?
Yes, although we recommend sealing your finished coaster with a suitable heat resistant varnish to protect your artwork and improve durability.
Returns
What if my order arrives damaged?
Please contact us within 48 hours of delivery with photographs of the damage and we'll resolve the issue as quickly as possible.
What if I've ordered the wrong item?
If your order hasn't been dispatched, we'll do our best to amend it. Once dispatched, our normal returns policy will apply.
About Primary 9 Designs
Who designs your products?
All products are designed by Primary 9 Designs in the UK using a combination of traditional creativity and modern design technology.
Where are you based?
We're based in Devon, England, and create products inspired by creativity, nature, science and everyday life.
