Terms & Conditions

Crafty Stitches Ltd is completely dedicated to your total satisfaction. If you have any suggestions or comments please email us using the link on the store page.

These terms of sale apply to all goods supplied by Crafty Stitches Ltd, whose office is at 48 Witton Street, Northwich, Cheshire, CW9 5AG, UK. VAT Reg. No. 886923759.

We reserve the right to change these terms of sale without notice to you in relation to future sales.

  • Ordering
  • Shipping & Delivery
  • International Sales
  • Returns & Replacements
  • Payment, Pricing & Promotions
  • Privacy & Security

Ordering

Our website has a unique ordering system, as we wish to keep our customer service second to none and ensure our customers can check that items are in stock before having to pay. We hate ordering something online to have to wait for weeks for it to arrive because it’s not in stock!

So the procedure for ordering is quite simple:

  1. Choose your goods which you wish to pay for – yarns, knitting accessories and patterns – and add these to your basket. This will create an order enquiry with our store and an email is generated immediately for our action.
  2. When we have received the order enquiry, we will check our stock levels and confirm that the goods are in stock and generate an invoice for you to pay, which will include the amount of postage.
  3. Once we have received your completed payment, we will post the goods to you within 1-2 working days.The goods are subject to availability. If on receipt of your order the goods you have ordered are not available in stock, we will inform you as soon as possible and, if appropriate, offer an alternative.

Every effort is made to ensure that prices shown on the website are accurate at the time you place your order. If an error is found, we will inform you as soon as possible and offer you the option of reconfirming your order at the correct price, or cancelling your order.

We accept payment by most major Credit Cards and PayPal. If you are shopping from overseas or anywhere else, place your order and your credit card company will convert the transaction to your own currency. Please do not send your credit card information via email.

When you receive confirmation of an order from us it is to indicate that we have received your order, that the items are in stock and a request to pay for your goods. No contract exists between you and Crafty Stitches Ltd for the sale of any goods until we have received and accepted your order and we have received payment in full (in cleared funds). Once we do so, there is a binding legal contract between us. By way of clarification, an acknowledgement of your order will be sent to you via e-mail when you place your order, but acceptance of your offer to buy the goods will not take place until after your payment is taken and you receive your acceptance e-mail. It is at this point that a binding legal contract is created and any contract is subject to these Terms and Conditions. The contract is subject to your right of cancellation (see below). We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable. We reserve the right to refuse an order if we are advised by our payment processers that a transaction may be ‘high risk’ or possibly fraudulent.

Shipping & Delivery

Shipping charges are displayed at the checkout stage. Every effort will be made to despatch your order as soon as possible after your order has been accepted – this is usually within 1-2 working days.

The goods you order will be delivered to the address you give when you place your order. Unless special arrangements have been made, a signature will be required upon delivery. If delivery cannot be made to your address because there is no one available to receive the goods, the goods will be held at a local depot and you will be informed as to how you may collect the goods.

If delivery cannot be made to your address for reasons under Crafty Stitches Ltd’s control we will inform you as soon as possible and alternative arrangements will be made. We cannot be responsible for any delays in delivery caused by Royal Mail or other carrier and we will not be liable for any loss or damage suffered by you through reasonable or unavoidable delay in delivery.

International Sales

We are more than happy to take orders from customers who live outside the UK. If paying by PayPal, please note however that unfortunately PayPal doesn’t allow a different shipping country from the shopper’s PayPal account country. What this means is that if you opened a PayPal account in the UK, then PayPal will only accept the transaction if the shipping country is the UK. If you are now living in abroad, then you will need to change your PayPal account so that your account country reflects your new country of residence.

When ordering goods for delivery overseas you may be subject to import duties and taxes, which are levied once the package reaches the specified destination. Any additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country, so you should contact your local customs office for further information. Please be aware that cross-border deliveries are subject to opening and inspection by customs authorities.

Returns & Replacements

You have the right to cancel an order within 7 days of receipt of the goods. Should you wish to cancel your purchase within seven days, please contact us in writing via letter, e-mail or fax.
Unwanted goods should be sent back to us in unused and resaleable condition (skeins or balls not unwound, no strong odours, no pet hair etc.), together with any original packing, within seven days of delivery. We will refund payment for the goods within 30 days and reserve the right to deduct a restocking fee of 10%. Orders placed by credit or debit card either over the phone or via PayPal, will be refunded directly to your credit or debit card. These refunds will be made within 30 days of return of goods.

If payment has been made over the phone, we may need to contact you again for your card details, as we do not retain copies of card information for any customers.

If you want to exchange unwanted goods, rather than receive a refund, we reserve the right to charge for delivering the alternative goods, unless the original goods are faulty.

We cannot accept liability for returned goods lost or damaged during transit. You are advised to wrap the product carefully to avoid damage. You are also advised to return goods by recorded delivery, registered post, or by courier. Proof of postage will not be accepted as proof of delivery. If we have to collect an item for you we reserve the right to recover the costs of collection from you. Please remember to give us your name and address, and either your original order number or a copy of your purchase receipt. The cost of returning goods will be borne by you unless the goods are faulty.

We cannot accept returns of patterns or pattern books unless they are faulty.

If the goods supplied to you are damaged on delivery or items are missing, you should notify us in writing via e-mail or fax within 7 days. If you have any other complaint about the goods, you should notify us in writing via the e-mail address or fax number shown below, as soon as possible, but in any event within 7 days of the date you discovered or ought to have discovered the damage, defect or complaint.

This returns policy does not apply to any defect in the goods arising from fair wear and tear, wilful damage, accident, negligence by you or any third party, use otherwise than as recommended by the manufacturer, failure to follow the manufacturer’s instructions, or any alteration or repair carried out without the manufacturer’s approval.

We endeavour to be as accurate as possible. However we do not warrant that product descriptions or other content of this site are accurate, complete, reliable, current or error-free. If a product offered by us itself is not as described your sole remedy is to return it in an unused condition. We colour calibrate our computers in the production of all of our images to ensure accurate rendition on colour. Please note that although our screens have been colour calibrated, yours may not be which will lead to differences in colour rendition. This fact must be allowed for when considering your purchase.

Payment, Pricing & Promotions

Payment for the goods and delivery charges can be made by any method shown on the website at the time you place your order. Credit/Debit card transactions are processed by Paypal or over the phone. When you complete your order, you will be taken to a secure website where you can safely enter your card details. Once payment is confirmed you will be returned to this website with confirmation of your payment.

For orders made from the UK or the European Union, 20% VAT is added. If you are ordering from the EU with a valid EU VAT number, please get in touch. All orders dispatched outside the EU are VAT free and VAT will automatically be deducted as soon as you enter the country for your shipping destination. Prices are shown including VAT.

Privacy & Security

This site uses PayPal to process credit and debit card payments. All sensitive payment card information is encrypted using the most sophisticated e-payment software available and is sent to the bank for instant authorisation via PayPal.

Transactions normally take a few seconds to be processed and at no time are your payment card details at risk from cyber criminals.

All credit card numbers are encrypted in the software when the order is placed using 128 bit encryption. We do not hold any of your card details or security numbers on our web site. Crafty Stitches Ltd will take all reasonable precautions to keep the details of your order and payment secure but unless Crafty Stitches Ltd is negligent, we will not be liable for unauthorised access to information supplied by you.

We do not disclose buyers’ information to third parties other than when order details are processed as part of the order fulfilment. In this case, the third party will not disclose any of the details to any other third party.

These terms of sale and the supply of the goods will be subject to English law and the English courts will have jurisdiction in respect of any dispute arising from the contract.

Delivery Charges

The cost for postage and packing is based on the goods in your shopping basket and the delivery destination. We will confirm the amount of postage to you when we request payment. However, the charges listed below are the most common:

  • 1st Class Recorded Special Delivery
  • Up to 250g £3.99 £7.49
  • Up to 750g £5.99 £9.49
  • Up to 1250g £7.99 £11.49
  • Up to 1500g & over £9.99 £11.49

If the goods are in stock and your order is placed before 3pm, we will often despatch the same day. However if we are particularly busy, please allow 1-2 working days.

For a delivery address within the UK, you will have the choice of either Royal Mail 1st or 2nd Class Recorded Delivery, or Royal Mail Special Delivery. A signature will be required upon receipt.

Whilst we make every effort to despatch your order as quickly as possible, we cannot be responsible for any delays in delivery caused by Royal Mail. If you require your order urgently, we suggest that you choose Special Delivery option which is a guarantee next day service.

For a delivery address outside the UK, we use the UK’s Royal Mail Airmail service. Delivery is usually within three days to Western Europe, four days to Eastern Europe and five days for the rest of the world, following the day of posting.

When ordering goods for delivery overseas you may be subject to import duties and taxes, which are levied once the package reaches the specified destination. Any additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country, so you should contact your local customs office for further information. Please be aware that cross-border deliveries are subject to opening and inspection by customs authorities.

We reserve the right to withhold delivery to any particular place or location at our sole discretion.