Knowledgebase

 

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Buyer queries

Seller queries

Preloved queries

Seller & Maker queries and frequently asked questions

Find the help you need using the list below. Alternatively, get in touch with a member of our friendly staff using the contact details at the bottom of the page.

• How do I know my personal information will be kept safe?

Support The Makers takes privacy seriously and your details are never shared with any third party. View our Privacy Policy.

• How do I sell my work on Support The Maker?

To sell your products on Support The Maker you will first need to create a Membership Account. There are a number of Membership options available from a Guest package if you just wish to try out the site, to more comprehensive options with lower commission charges. Once you have created a Membership Account you will be able to upload images and descriptions of work for sale. See more at Create Account pages.

• What can I sell on Support The Maker?

All items on Support The Maker must have been created by yourself in the UK, show a high level of design input, and not just assembled from readymade or purchased components, and must be made to a high standard of craftsmanship.

• As a Maker can I also sell PreLoved work on Support The Maker?

If you already have a Membership Account as a maker you can also sell your PreLoved items on Support The Maker.

• How much does it cost to sell my own work on Support The Maker?

Support The Maker offers different Membership types to suit the needs of the maker.  From a Pay As You Go option, our Guest Account with no Membership Fees and a 25% commission rate on sales, through to our Gold Membership Account which has higher monthly fees but just 5% commission on sales.  All Accounts carry a listing fee per item, and processing fee for the Stripe Account.  For more details see Membership Account Types.

• When do I get paid for items sold?

When an item is sold you are paid within 7 working days, immediately on the next banking day.

• Can I change my Membership Account before it ends?

You can upgrade your Membership Account before the end of the pre defined term.  You agree to sign up to a minimum of six months membership and cannot cancel a membership before the end of the pre defined term.

• Can I cancel my membership at any time?

If you have a Guest Account you may cancel at any time.  For all other Membership Account Types  you agree to sign up to a minimum of six months membership and cannot cancel a membership before the end of the pre defined term.

• How many items can I list on Support The Maker as a craftmaker/artist?

Depending on the type of Membership Account chosen this can be unlimited.  Support The Maker offers number of different Membership Account types to suit the maker allowing makers to choose an option best suited to them.  For more information see Membership Account Types.

• I live in the UK and my products are made outside the UK but are all my own design, can I still sell them on Support The Maker?

You are not permitted to sell any items that have not been made in the UK regardless of where they are designed.

• Can I change the price and details of an item after I have listed it?

You can log into your account and change the price or details of an item at any time and as often as you require during the period the item remains live.

• If I sell an item elsewhere can I remove the item from Support The Maker?

If for any reason you need to remove an item from sale you can do so, however be aware that the image and details of the item may still appear on Support The Maker but will be tagged as ‘sold’ or ‘no longer available’.  If you need to remove an item completely this is also possible from within your account.

• How do I know my personal information will be kept safe?

Support The Makers takes privacy seriously and your details are never shared with any third party.

• How do I purchase products from Support The Maker?

To purchase any product from Support The Maker you will first need to create an Account.  This is free to do and only takes a few minutes.  There is no charge when you make a purchase, the seller pays any fees associated with the transaction. See details at Create Account pages

• Can I purchase items to be delivered outside of the UK?

Depending on the Sellers options available they may choose if they wish to deliver work outside the UK.  This will be indicated either in the Makers Shop Area, and/or in the details for the individual item.

• How soon will my order be dispatched?

This will be indicated either in the Makers Shop area, and/or in the details for the individual item.  If you require a more urgent delivery than the Maker offers then you are advised to contact the Maker.  In the case of PreLoved items the delivery times are stated with the item on an ‘as is’ basis.  If a maker is unable to process orders temporarily they may put their Shop Area into Holiday Mode which will prevent orders being placed.

• Can I cancel my order?

As a general rule you may cancel an order up to 14 days after you have received it.  However there are exceptions, such as if the item was a special order, see our Returns Policy.  This will be indicated either in the Makers Shop area, and/or in the details for the individual item.

• Why can't I purchase an item?

To purchase an item make sure you have created an Account.  The item needs to be in stock, this will be shown in the details for the individual item. Check the Maker has not put their Shop Area into Holiday Mode.  If you require more assistance please use the General Enquiry Form.

• How do I leave feedback or a review for my purchase?

Currently Support The Maker does not provide this option, however we welcome your feedback on any matter using the General Enquiry Form, or if you wish to contact the Maker you can submit feedback using the Contact The Maker Form using the link in The Makers Shop Area.

• How do I contact a seller about an item or query?

If you wish to contact the Maker or submit feedback to them you can do so using the Contact The Maker Form using the link in The Makers Shop Area.  This facility is not available for Makers with a Guest Account.

• How do I contact Support The Maker?

You can submit a query or feedback to Support The Maker on any matter using the General Enquiry Form.

• How can I return an item or get a refund?

In the unlikely event you are not satisfied with your purchase, you can request a refund within 14 days of the date you receive it.  However there are exceptions, such as if the item was a special order, see our Returns Policy.  This will be indicated either in the Makers Shop area, and/or in the details for the individual item.  For more details see our Returns Policy.

• How do I know my personal information will be kept safe?

Support The Makers takes privacy seriously and your details are never shared with any third party.

• How do I sell my Preloved items on Support The Maker?

To sell any product on Support The Maker you will first need to create an Account.  This is free to do for selling PreLoved items and only takes a few minutes.  See more at Create Account page.

• How much does it cost to sell my Preloved items on Support The Maker?

There is no charge for creating a PreLoved Selling Account, you only pay when you upload/list an item and/or when the item is sold.  For further details on costs see Selling PreLoved items.

• When do I get paid for items sold?

When an item is sold you are paid within 7 working days / immediately on the next banking day.

• How many PreLoved items can I list on Support The Maker?

There is no limit to the number of PreLoved items you can list at one time on Support The Maker.

• What can I sell as PreLoved on Support The Maker?

All items offered as PreLoved on Support The Maker must have been created by an artist or craftsperson in the UK, and must have been created to a good standard or craftsmanship and offered in good condition.  For reasons of hygiene there are restriction on the resale of certain items of Jewellery, perishable goods and cosmetic items.

• My PreLoved items are not in perfect condition, can I still sell them on Support The Maker?

Support The Maker exists to ensure the creative talent that was originally instilled in an item is enjoyed by the owner and subsequent owners for as long as possible.  Therefore it is feasible that certain items may show signs of aging, such as the natural colour change over time of an item made in wood.  However they must not show noticeable signs of damage.  In some cases it may be that an item has suffered slightly in its journey but without detracting from the piece.  If this is the case and the damage is negligible you may still offer the item for sale but you must show clearly any area of damage in the listing photographs and draw attention to this in the description.

• Can I change the price and details of a PreLoved item after I have listed it?

You can log into your account and change the price or details of an item at any time and as often as you require during the period the item remains live.

• If I sell a PreLoved item elsewhere can I remove the item from Support The Maker?

If for any reason you need to remove an item from sale you can do so, however be aware that the image and details of the item may still appear on Support The Maker but will be tagged as ‘sold’ or ‘no longer available’.  If you need to remove an item completely this is also possible from within your account.

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