Customer Information You're in: Home Shop Customer Information Please click the links below to jump directly to the information you are looking for:   Your Security   Your Privacy   General   Delivery and Shipping   Return of Goods   Payments and Currencies   Contact Us Your opinions and feedback are very valuable to us. If you would like to ask anything at all or you would like to give any comments or suggestions we would be more than pleased to hear from you:   Email:theresa@stitchaholics.net   Phone:01827 818 268 Click here if you would like to read or add a customer feedback comment. Your Security Stitchaholics maintains high levels of security when dealing with your personal details and payment online. Your details are sent to us via our secure server. You can hold your mouse over the 'Authentic Secure Star Logo' on the bottom left of the screen to see our security authentication. When you are on secure areas of the site the web address of the pages will start with "https" rather than "http", and a little browser padlock will appear. You can double click the padlock to view our security certificate information. We use PayPal to process all credit and debit card transactions - this means we never see or handle any of your credit or debit card details, and you card details are NOT stored on our systems. Your details are sent to PayPal by secure server. Your Privacy Stitchaholics has a strict online privacy policy. We use our best efforts to protect the privacy of visitors to the Stitchaholics websites. Types of Information Collected Stitchaholics only gathers personal information, such as first and last names, addresses, email addresses and telephone numbers, when voluntarily submitted by you. For example, personal information may be collected from you when you give your feedback on our websites, or place an order, or become a registered customer member. Like all websites, the Stitchaholics websites keep logs of visits to the site and pages accessed. We do not use this information to identify you, we use it to monitor for example, market trends, popularity of products, and search engine performance. Sharing of Personal Information Third party companies may be engaged by Stitchaholics to perform a variety of functions, such as fulfilling orders (such as orders despatched directly from the manufacturer), and providing technical services for our websites. These companies may have access to personal information if needed to perform such functions. However, these companies may only use such personal information for the purpose of performing that function and may not use it for any other purpose. Stitchaholics does not sell, transfer or disclose personal information to third parties. Stitchaholics reserves the right to use or disclose any information as needed to satisfy any law, regulation or legal request, to protect the integrity of our websites, to fulfil your requests, or to cooperate in any law enforcement investigation or an investigation on a matter of health and safety. Customer Registered Membership You can register as a member customer on the Stitchaholics Crafts website. This allows you to quickly recall your address information when you provide your email address and a password. We may also offer additional discounts and free gifts to registered member customers from time to time. You must log into the website to receive the additional discounts and/or free gifts. Your details are stored on our server and are accessible only using the valid password. We will never ask you for your password and you should please report to us any emails you receive, supposed to be from us, which do so. We do not permanently store information about you, or your password or payment details on the computer you are using. We do not use your information for sending any unsolicited emails to you, though we might send you occasional newsletter emails to tell you of for example special offers. If you no longer want to be a registered member customer of Stitchaholics Crafts, or no longer want to receive any emails from us, we'd be sorry to lose you but please just let us know and we will remove you. If you want to change your password or email address, please contact us. We can choose to discontinue the registered member customer scheme at any time without notice, for everyone or selectively, but up until the point of discontinuation you will still be eligible for all benefits in effect at that time. Being a customer member does not grant entitlement to ownership of any part or asset of Stitchaholics. Accessing Your Information You are in control of any personal information you provide to us online. If at any time you would like to view or correct the personal information we have about you, please contact us. In order to review any personal information we have collected about you via our websites or to ask us to delete that information or to stop further use of the information, please contact us. Cookies "Cookies" are pieces of information that a web site transfers to an individual's computer for record-keeping purposes. Cookies allow the web site to remember important information as you switch between pages, such as the contents of your shopping basket. This is the primary purpose of the Cookies used on this website. You can click on the "Help" section of your web browser to learn how to change your cookie preferences. If you disable all cookies, you will not be able to use the online shopping facilities provided on this website. Links to Other Websites We may offer links to sites that are not operated by Stitchaholics. If you visit one of these linked sites, you should review their privacy and other policies. We are not responsible for the policies and practices of other companies. Make Your Own Sampler Offer We are very pleased provide the Make Your Own Sampler offer which includes one free DMC stranded thread. To be eligible for the offer, you must purchase a cross stitch kit from this site and let us know by email or by phone the colour of the one free thread you desire before the kit is dispatched. You must ensure the cross stitch kit you are choosing is suitable for use as a sampler. The thread colour actually provided will be that which is in stock and closely matches the colour requested by the customer. Only the Alphabet Charts provided on the site are available, but if you have a specific font in mind please ask us, we may be able to do a special for you. If this offer is withdrawn at any time, customers who have already placed orders based upon this offer shall still receive the free thread. If the kit is returned to us, the free thread must also be returned. Coffee Time Gallery and Meeting Place We are very pleased to offer the Gallery and Meeting Place services to our customers and we very much welcome your contributions. By sending a picture to us or submitting information to the Gallery or the Meeting Place you are giving our permission to publish that picture or information on our website. Please be aware that the website is worldwide and anyone with access to the internet can see anything we publish. Please only send to us pictures and provide details about yourself or your work for which you have no objections to publication. We shall of course remove any details or pictures of yours without question from this site at any time that you request us to do so. General When an order is placed with Stitchaholics, the customer is agreeing to the following: Every effort is taken to ensure that the information contained in this web site is correct and up-to-date. However, Stitchaholics disclaim all warranties and representations as to the accuracy of any information contained if at any time it becomes inadvertently out of date, incomplete, or in error. Stitchaholics cannot be held responsible for any loss or damage that may arise from the use of this information. Stitchaholics is not responsible for this site's accuracy or the reliability of the access to this site. Neither will Stitchaholics assume responsibility for the content of any other web site to which this site links to. Such links are provided for your convenience only. Stitchaholics aim to deliver goods of the highest quality. From time to time we may be unable to meet our usual delivery times due to certain items being unavailable, in which case we will advise you immediately. If this does occur, you will be given the opportunity to order an alternative, to have the products sent as soon as they become available, or to cancel the order. All prices quoted are in British Pounds Sterling (£). Orders are accepted at the sole discretion of Stitchaholics. Your placement of an order with Stitchaholics is an offer from you to buy from Stitchaholics. Stitchaholics may accept your offer to buy from Stitchaholics by providing you with the goods. Stitchaholics may refuse part or all of an order and refund in full any monies paid by you for any parts of orders refused. Orders are subject to your credit or account card being authorised for the transaction. All financial transactions are conducted through a secure web server. Stitchaholics reserve the right to make changes to this website and these terms at any time. The terms in existence at the time of placing an order will apply. These conditions are governed and construed by English law. English courts will resolve any disputes. The terms and conditions do not affect your statutory rights as a customer. Delivery and Shipping UK Delivery UK delivery is free for orders over £29.00. Orders under £29.00 incur just £1.79 postage. We keep you informed about the status of your order from the moment that we receive it. Delivery Times Most orders are sent by Royal Mail First Class and normally take 1-3 working days. Although the great majority of orders arrive very quickly, please allow up to 7 days. Larger and bulky orders are sent via Parcel Post First Class and can take up to 7 days. We send you a despatch email only when we have actually handed your order to the Post Office. Stock items are usually despatched same business day or next business day. If you need your order urgently it's best to contact us first to ensure your items are in stock and we will reserve them for you. Sometimes we choose to send orders by recorded delivery (at no extra charge to you). We will notify you of this method of delivery in the order dispatch email we send to you, and give you a tracking number where applicable. Some items are despatched direct from the manufacturer to you, we will let you know when these have been sent by them. Back Orders We keep stocks of all popular items. However, if we are only able to immediately fulfil part of your order we will let you know and give you the option of:   (a) waiting a little longer for the full order, or   (b) having part now and part to follow (with no extra postage costs), or   (c) choosing an alternative, or   (d) having part now and cancelling the remainder of the order, or   (e) cancelling your whole order and receiving a full refund. Outside the UK Delivery We are delighted to receive orders from all over the world. Deliveries to countries outside of the UK are sent by Royal Mail Airmail Delivery. For your convenience, when you put items into the basket, the basket page tells you how much the delivery costs would be to all world postal zones. We regret some items cannot be shipped outside of the UK (due to size, weight, power supply, etc.), these are identified in the detailed product description of the item. To keep our overseas shipping secure but keep delivery costs to you as low as possible, we use a shipping cost calculated by the weight and destination of the goods, and use signed-for deliveries for orders weighing over 100 grammes. Postage is costed depending upon the delivery address as either Europe, USA/Canada, or Rest Of World. We will notify you of the method of delivery in the order dispatch email we send to you, and give you a tracking number where applicable. Important: Delivery to the USA Please note that some of our USA customers have told us recently that occasionally deliveries are getting delayed in US Customs. There is no actual problem with these orders, it's just that US Customs need a phone call from the intended recipient before they will release the orders (we do not know why). We are sorry that once orders have left the UK and arrived within the USA we cannot pursue these orders through the US Customs system on your behalf. We can provide you with shipping and tracking information to help you if you need. Overseas Delivery Costs based upon Weight Overseas delivery costs are calculated according to the total weight of all of your items and the postal zone of delivery. The weight bands are shown in the table below: Max Weight Mainland Europe USA/Canada Rest of World 100g £2.50 £2.50 £2.50 200g £4.08 £5.32 £5.32 300g £4.59 £6.27 £6.27 400g £5.09 £7.22 £7.22 500g £5.59 £8.17 £8.17 600g £6.09 £9.12 £9.12 700g £6.59 £10.07 £10.07 800g £7.09 £11.02 £11.02 900g £7.59 £11.97 £11.97 1000g (1Kg) £8.09 £12.92 £12.92 1100g £8.59 £13.82 £13.82 1250g £9.39 £14.76 £14.76 1500g £10.59 £17.42 £17.42 1750g £11.89 £19.76 £19.76 2000g (2Kg) £13.09 £21.92 £21.92 Return of Goods At Stitchaholics we want you to be delighted with your order and the goods you receive. If for any reason you are unhappy with what you have purchased just return the item in its original condition within 7 days and we will provide a refund. We will also refund any postage costs incurred in returning the goods if the return is a result of our error we made in fulfilling your order, or the goods are faulty. This does not affect your statutory rights. To make a return please send an email, telephone or send a fax and we will provide you with return instructions. For your protection we recommend that you use a recorded delivery service since Stitchaholics cannot be held responsible for returns which are lost or damaged in transit. Any refunds are made within 30 days of written cancellation notice and receipt of returned goods. Payments and Currencies Our method of payment is PayPal for credit and debit card transactions. This popular form of online payment system is instantaneous, extremely reliable, secure and safe. You may pay by all major credit cards or pay directly by PayPal account. For more details about PayPal, please click here to see the PayPal site. In the UK or any country using Pounds Sterling we are also happy to accept payments by personal cheque or by postal order. We are delighted to receive orders and enquiries from countries throughout the world, and as prices are all shown in British Pounds, please remember to convert to your own currency. When paying through PayPal internationally, the actual currency conversions are shown by PayPal. (Please note that we can't be responsible for the accuracy of external websites.) Contact Us I would love to hear from you with any comments, questions or just for a chat. Please contact me, Theresa, at: Stitchaholics Crafts 8 Trafford Close Atherstone Warwickshire CV9 3AP United Kingdom Phone: 01827 818 268 E-mail: theresa@stitchaholics.net