Support

Terms & Conditions

Please note: Our office is currently closed.

Although orders can still be placed online, we are unable to process & despatch items until we reopen on Monday 30th May 2022.


Please open a support ticket should you require any assistance meantime & we will respond as quickly as possible.


DELIVERY CHARGES


All orders over £25.00 including VAT are delivered free of charge to all addresses within the United Kingdom.

Orders below £25.00 are subject to a delivery and handling charge of £2.40.


Overseas orders are despatched by priority tracked airmail or courier and are charged at £12.00 per order.



PRICING


Prices are shown in POUNDS STERLING ONLY (GB Pounds), however you may change to your local currency on the payment page.


We have a minimum goods order value of £5.00.



PAYMENT OPTIONS


We accept the following credit & debit cards:


Visa, Mastercard, Visa Electron, Maestro & JCB


Transactions are processed securely online through our preferred payment processors, WorldPay.


For credit and debit card payments, transactions will appear on your card or bank statements as CrossStitchers.co.uk or Very Crafty.


All card payments are processed immediately your order is placed.


Payments by PayPal are also accepted.


If you would prefer not to place your order online then you are welcome to telephone your order on 01905 676222.


We no longer accept cheques & postal orders.



PAYMENT CARD SECURITY


All Credit Card and Debit Card transactions are conducted securely by WorldPay or PayPal. We keep no record of your card details



DELIVERY & AVAILABILITY


We usually despatch all orders within 3-5 working days, unless indicated otherwise within the product description (such as availability: pre-order). If there is a delay on your order which will result in despatch after 14 days, then we will contact you to explain and give you a new despatch date or the opportunity to cancel your order and obtain a full and immediate refund.


Availability Status:

  • In Stock - We aim to carry a stock of this product and so despatch should be the same or next working day.
  • 2-3 days - We aim to despatch by the 3rd working day after your order had been placed. This item may / may not currently be in stock.
  • Pre-order - We are waiting for stock from our supplier. Please contact us for more accurate availability should your order be urgent.
  • Out of Stock - This product is currently out of stock and we do not know if/when we are likely to get further supplies. You will still be able to purchase this item and we will do our best to obtain it for you, otherwise we will refund accordingly.


Orders for delivery outside the United Kingdom may be subject to local customs import duties, taxes and/or local delivery charges. If applicable, these charges are payable by the recipient and vary from country to country. Please ensure that you are aware of your import limits and restrictions before ordering to avoid unexpected costs on delivery. Very Crafty are not liable for these charges.


Certain cross stitch charts are available for delivery be email and are usually provided within 24 hours. These are subject to special terms and conditions as detailed below.



CHARTS BY EMAIL


Where charts are available by email, they will be emailed to you as a PDF file attachment which you print out using your own printer.


Adobe Acrobat (FREE) is required in order to print out your PDF files. You may want to check if you have Acrobat installed before you order and if not you can download a copy from Adobe.


File sizes are approx. 700 kilobytes for a 'Dog' or 'Cat' chart and 900 kilobytes for a 'Great Works' chart.


All email chart files have been tested using Adobe Acrobat and we cannot be held responsible for the files not printing on individual customer's computer setups.


Please check that your email program allows the download of attachments. i.e. a security option may be enabled. Ultimately, the onus is on you the customer to ascertain whether or not you can receive these email attachments.


Once we have 'sent' your email order, we cannot be held responsible for you not receiving them.


Consequently, NO REFUNDS can be given on chart packs supplied by email.



RETURNS (UK only) - Physical Deliveries


If for any reason you are not satisfied with your purchase, please return it to us in its original condition within 14 days and we will refund you in full the cost of the goods.


In accordance with the Distance Selling Regulations, customised items, charts, patterns and other printed materials cannot be returned unless faulty. Computer software removed from sealed packaging cannot be returned for a refund unless faulty.


If incorrect items are supplied due to our error or the goods are faulty, we will refund you in full, including the returned postage paid.


This does not affect your statutory rights as a consumer.


To make a return please supply us with your name & address and also the reason for the return IN ADVANCE OF RETURNING THE ITEM(S), failure to do so may incur a £5.00 restocking fee. Please return to: Very Crafty, High Walls, Church Lane, Whittington. Worcester WR5 2RQ, United Kingdom.


We cannot be held responsible for items returned and lost in transit. Please obtain either a certificate of posting from your Post Office or use a recorded delivery service.



CANCELLATION OF ORDER


You can cancel your order from the date of the contract and up to 7 working days, starting from the day after you receive the goods. Upon cancellation we will return your money as soon as possible. You must bear all costs of returning the goods to us.

Any custom made or special order product (as stated on the website product description) cannot be cancelled once ordered and only returned if faulty.


Please return the goods to: Very Crafty, High Walls, Church Lane, Whittington. Worcester WR5 2RQ, United Kingdom.



DATA PROTECTION & PRIVACY STATEMENT


All our customer records are kept on a secure and separate computer system and under no circumstances will any information be divulged to any third party, unless required for delivery purposes.


We collect information specifically relating to your order only at the time of ordering and registering as a new customer. This information is collected by the use of cookies, therefore cookies must be enabled on your browser to enable the ordering process to function correctly.


Cookies are used for the information of Very Crafty and only for order processing purposes.


We may use your details for fraud prevention purposes. We reserve the right to check your details with fraud prevention agencies and if you give us false or inaccurate information and we suspect fraud, we will record this accordingly.


All personal information is collected lawfully and in accordance with the Data Protection Act 1998.


You may elect to join our mailing list and we will send you regular newsletters and details of special offers. You can withdraw from our mailing list at any time.


For any matters relating to our privacy policy please contact M. Maunders (contact details below) or email 'admin @ verycrafty .co .uk'



EXTERNAL WEBSITE LINKS


This website also includes links to external websites, these sites are intended to be useful sources of information. We are not responsible for the content of these websites and we accept no liability for losses or damage caused by using this information.



CUSTOMER SUPPORT


Please contact as follows:


Address: Very Crafty, Church Lane, Whittington. Worcester WR5 2RQ, United Kingdom.


Telephone: 01905 676222


Email: admin @ verycrafty .co .uk


Office Opening Times:


Monday - Friday: 09.00 - 18.00
Saturday & Sunday: Closed, but please leave a telephone message or submit a support ticket & we'll respond as soon as possible,.


If busy, or outside these times a telephone answering service is available. Please leave a clear concise message, together with your name, telephone number and a short message and we will return your call as soon as possible, or submit a support ticket.