Terms & Conditions
Please Note: Cleopatra's Needle kits will next be dispatched on January 14th January.
Delivery and Dispatch Times
In Stock Items: We aim to dispatch most 'in stock' items within 2 working days - (please allow a little longer for weekend orders, the busy Xmas period and bank holidays).
Items not held in stock: Sometimes we need to order the kits for you. If this is the case then there will be a slighter longer dispatch time, this is normally stated at the end of the item's description (for example: if an item is not in stock it may state 'usually dispatched within 5 working days') Some kits will be sent direct from our suppliers to ensure faster delivery for you and sometimes in separate parcels. Rest assured that we will contact you if there is going to be a significant delay with your order. If you require further information regarding delivery times for a particular item please contact us.
*Please note that payment is taken immediately at the time of purchase*.
Postage Costs within the UK (including Channel Islands).
Postage & Packing on UK orders is only £1.00 for royal mail 1st class post. Delivery normally takes 1-2 business days following dispatch (please allow extra time at Christmas). We are unable to class an item as 'lost' until 10 working days has passed.
Airmail Costs when ordering from outside the UK **(see note below)**
All prices shown are in Pounds Sterling.
Postage to Europe is a flat rate of £4.00 sent via standard airmail. (not tracked).
Postage to the rest of the world is a flat rate of £6.00 sent via standard airmail. (not tracked).
NOTE: We can no longer send kits to the following countries due to problems with a number of items not arriving.
** Please Note**: Unfortunately our tapestry frames are not available for overseas delivery.
Overseas Delivery Times
From past experience Airmail parcels usually take 7-14 working days to reach Europe and 14-21 working days to reach all other countries. These times are estimates and unfortunately items may sometimes take longer, especially during the busy Christmas holiday season. We are unable to class an item as 'lost' until 20 working days has passed for European destinations and 25 working days for Worldwide. (Working days are classed as Monday to Friday).
Please Note: We are not liable for any overseas charges which may arise due to local import duties - these will be your responsiblity. Also please ensure that the delivery address given is correct - we cannot be held responsible for items which do not arrive due to incorrect delivery details. Also please note that we are not registered for VAT so there will be no further reductions at checkout for overseas customers.
Cancellation/Returns & Satisfaction Guarantee
If you change your mind or are not happy for any reason, simply return the item to us within 14 days of receipt (or within 30 days for faulty items), unused and in a clean, resaleable condition and preferably in it's original packaging. You are responsible for the return postal charges unless the item arrived damaged or is discovered to be faulty.
Following our receipt a refund will be issued within 14 days. We would be grateful if you could let us know before returning any goods via the 'contact us' form or by completing our Returns Form. For your peace of mind we recommend that you obtain proof of postage from the Post Office when returning.
Our returns address is:
26 Riversley Road
Your payment details remain secure at all times - we never see your credit card details. We accept all major debit/credit cards through our secure payment processing partners Paypal and Nochex. You do not need to open an account to use these services. Just choose from the options shown below when you reach checkout -
We regret that we are unable to take payments over the phone at present but if you prefer to pay 'offline' we accept payment by cheque (UK bank accounts only). Please be aware that if you do so, your order will take a little longer than normal to arrive.
Cheques will need to clear before dispatch, this normally takes approximately 5 working days once it has been received and banked. Full details regarding where to address any cheques is included at checkout and will also be included in your confirmation email. Full details are also available on our 'Contact Us' page.
IMPORTANT *Please ensure that you place your order online and fully complete the checkout process before sending payment by post to enable us to update our stock levels and reserve your chosen item*.
Allthough we try and describe everything as accurately as possible please be aware that sometimes there may be a slight difference in measurements given and slight variations in the colours shown on the images. Please Note: Where our kits are shown made up as cushions please be aware that backing fabric, trim and cushion pads are not included. Our cross stitch kits include plain fabric unless stated otherwise and any frames which are shown in the images are not included.
We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.
The personal data we collect from this site remains completely confidential and used only to fulfil orders. We collect your name, postal and billing address, telephone number and email address. We do not share or disclose your personal information with any other parties unless it is in relation to fulfilling your order.
NOTE: (Some kits are sent direct from our trusted suppliers - in these cases your contact details will be passed on unless you notify us otherwise).
Control of your Data
Your data is processed on the basis of your consent, you have the right to withdraw your consent at any time. This does not affect processing until you withdraw your consent. Consent is provided by our users explicitly when proceeding an action or task (e.g. when they provide user data, place an order etc.). We do not collect or store Credit/debit card details provided when making a payment on this site.
You can always contact us at [email protected] to withdraw any consent and/or to request to delete your details or provide you with the information that we hold for you. If you wish to have your information deleted, please contact us at [email protected] and we will process your erasure query within the lawful timescales.
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Cookies do lots of different jobs, like letting you navigate between pages efficiently, remembering your preferences, and generally improve the user experience.
A basic explanation of the cookies which we use are specified below:
By using our website you agree that we can place the following types of cookies on your device:
Cookies that are essential for parts of our site to operate. For example, we use essential cookies to maintain the contents of your shopping basket whilst you are shopping online.
Performance Tracking Cookies
We also collect and use information about your computer (such as your IP address, operating system and browser type). This allows us to collect statistical data only and it does not identify any individual. This type of cookie is valuable as it helps us recognise trends, navigation errors, broken links etc. We presently use Statcounter and Google Analytics for this purpose.
You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. If you do modify your settings please be aware that this may prevent you from taking full advantage of the website.
More information can be found by visiting www.aboutcookies.org . Please contact us if you require any further clarification.
Links to other websites - Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.