 | FAQ's |  |
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| General Questions1 - How can I contact you?
2 - Where are you based?
| Shopping Questions1 - What payment methods can I use?
2 - How are my credit card payments processed?
3 - How safe are my credit card details?
4 - How do I know your website is secure?
| Delivery Questions1 - Where do you deliver to?
2 - What are your delivery charges?
3 - What are your delivery times?
| Questions About Our Kits, Cards and Patterns1 - What do your kits include?
2 - What do your card kits include?
3 - What do your patterns include?
4 - Patterns ordered via this website are available for download as .pdf documents, what does this mean?
5 - If I do not want to download a pattern can I have a printed copy sent in the post?
| Answers
| Answers to General Questions
1 - How can I contact you?
Answer - You can contact us by phone, post or email. Please see our 'CONTACT US' page for more details.
2 - Where are you based?
Answer - We are based in Nofolk in the United Kingdom although we are happy to ship our products worldwide. We do not have a shop and sell exclusively through our internet site.
| Answers to Shopping Questions
1 - What payment methods can I use?
Answer - UK customers can pay by credit card on our website or by sending us an order by post along with your payment as either a cheque or postal order (payment must be in UK £ sterling). If you do not wish to use your credit card on line we also accept credit/debit card payments over the telephone, please contact us on 01760 440091 for futher details.
Customers from outside of the UK can pay via the website using a credit or debit card. Prices are all shown in UK £ sterling but your credit card company will handle changing these to your local currency at time of order placement and it will be shown in your local currency on your bill.
2 - How are my credit card payments processed?
Answer - All credit / debit card payments are handled totally securely by Paypal, the online payment arm of ebay.
3 - How safe are my credit card details?
Answer - Orders placed on the website and paid for by credit or debit card are handled by Paypal (the payment processing arm of ebay) securely via an SSL encrypted connection - you can check this by ensuring that, on the payment processing screens, our website address starts with https - it is the 's' that signifies this is a secure, encrypted website. We do not receive or hold any credit card details at all in our offices and we do not store them on our website for any future orders. This does mean you have to enter your card details each time but we feel this is safer.
You are welcome to telephone your order through and we will process your credit/debit card payment over the phone. Again we will not store these details, as soon as the payment process is complete we shred and then incinerate any written record of your details - no credit card details will be stored on our computer systems.
We take security of any financial data very seriously; if you ever have any questions at all, about this or any other subject, please do not hesitate to contact us..
4 - How do I know your website is secure?
| Answers to Delivery Questions
1 - Where Do You Deliver To?
Answer - We are happy to deliver worldwide, we deliver in the UK by first class post and to the rest of the world by Airmail.
2 - What Are Your Delivery Charges?
Answer - Orders OVER £25.00 are shipped FREE OF CHARGE TO ANYWHERE IN THE WORLD. Orders UNDER £25.00 incur the following shipment charges:
UK Delivery: £1.25 per order
European Delivery: £2.50 per order
Rest of the World: £3.00 per order
3 - What Are Your Delivery Times?
We aim to despatch all kits within 2 working days of the order being placed (or payment clearing, whichever is the latter). Orders placed on a Saturday, Sunday or Bank Holiday, will be despatched the next working day.
We will always try to get your order in the post to you as quickly as possible - we actualy send out over 75% of our orders on the day they are received. If we cannot get your order dispatched within 2 days we will always email you to let you know when you can expect to receive it.
UK Delivery: we send all orders by first class post so kits should be with you next working day after dispatch.
Delivery to Europe: we send all orders by airmail, the lead time for airmail to Europe is quoted as up to 5 working days.
Delivery to USA / Rest of the World: we send all orders by airmail, the lead time for airmail to the USA / rest of the world is quoted as 7 - 10 working days.
| Answers to Questions About Our Kits, Cards and Patterns
1 - What do your kits include?
Answer - Our cross stitch kits include the following:
- Laser printed cross stitch charts with black and white symbols (on A3 paper for the larger charts).
- Where designs have more than a small amount of backstitching a seperate backstich chart is included.
- DMC stranded cotton - supplied pre-sorted on a printed thread organiser.
- Geuine Swiss Aida cross stitch fabric.
- Nickel plated cross stitch needle of the correct size for the fabric.
- Full cross stitching instructions.
- All other instructions relating to any specific kit (our wedding samplers for example contain full instructions on how to add the names and date to the design.
2 - What do your card kits include?
Answer - Our cross stitch greetings card kits include the following:
- Laser printed cross stitch charts with black and white symbols.
- For some of the larger cards, where designs have more than a small amount of backstitching a seperate backstich chart is included.
- DMC stranded cotton - supplied pre-sorted on a printed thread organiser.
- Geuine Swiss Aida cross stitch fabric.
- Nickel plated cross stitch needle of the correct size for the fabric.
- High quality 3 fold aperture card.
- White paper envelope of the correct size for the card.
- White paper card insert for you to write your message on (rather than having to write directly onto the card itself which can be difficult, especially on some of the darker, textured cards).
- Full cross stitching instructions.
- Full instructions on how to make up the finished card.
3 - What do your patterns include?
Answer - Our cross stitch patterns include the following:
- Cross stitch charts with black and white symbols.
- Where designs have more than a small amount of backstitching a seperate backstich chart is included.
- Key giving list of threads required with numbers for both DMC and Anchor stranded cottons.
- Pre-printed thread organiser specific to that kit.
- Full list of lengths of each colour thread required as well as the finished size for 11/22, 14/24, 16/32 and 18/36 counts of fabric
- Full cross stitching instructions.
- All other instructions relating to any specific pattern (our wedding samplers for example contain full instructions on how to add the names and date to the design.
- Colour picture of completed design
For an example, and to see the quality of the items we sell, why not download one of our FREE CROSS STITCH PATTERNS?
4 - Patterns ordered via this website are available for download as .pdf documents, what does this mean?
Answer - Whenever you purchase a pattern from us by using this website it will be imediately available to download. As soon as your payment is completed you will receive an email from us with a link in it which will allow you to download your pattern (all you have to do is click on this link and then save the file on your computer). The pattern will be supplied in .pdf format - this is the most popular 'document' file type used on the internet. These can be viewed - without requiring any changes at all - on the vast majority of computers. For a small number (less than 1% so far) you may have to download a free pdf viewer program, the one we would recomend is the market leader Adobe Acrobat - this can be downloaded completely free of charge - by visiting www.adobe.comYou can download one (or all if you would like) of our FREE CROSS STITCH PATTERNS to see a sample of our work - if you can download, view and print a free pattern you will have no problem with any patterns you purchase from us. You are then free to print out the pattern yourself. Patterns in this format have a number of advantages: - They are available instantly - no more waiting for delivery.
- There are no P&P charges for any of our patterns - regardless of where in the world you are buying from.
- You can print off as many cpoies as you like for your own personal use - have you ever spilled something on an expensive chart? No need to worry anymore, simply print another one off.
- If you like to mark your charts and make a mistake you can print a new one off.
- For some patterns, such as our wedding samplers for example, we supply alphabets for you to use to create the personalised names and dates etc. If you are stitching one for Uncle Ebeneezer simply print off 4 charts so you have enough e's and then you can cut out all the required letters and (with the assistance of the blank grid we supply) you can stitck these to your chart - no more having to copy them on with a pen!
5 - If I do not want to download a pattern can I have a printed copy sent in the post?Answer - No Problem! If you would prefer us to print you out a copy of the pattern you would like to purchase and send it to you by post simply use our ORDER FORM or telephone us on 01760 440 091. If you place your order in either of these fashions you can pay by credit/debit card, cheque or postal order. Patterns sent in the post are subject to our standard P&P charge of £1.25 for orders under £25, orders over £25 are supplied with FREE P&P
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