Customer services

 

 

Delivery and Postage 

  1. Click & Collect in shop - Free
  2. Between £5 - £10 orders - £1.60
  3. Between £10 - £40 orders - £3.00
  4. Over £40 - Free

We can ship all our products within the UK. Outside of the UK we only ship fabric and machine parts to addresses outside the UK and the Republic of Ireland.

Unfortunately we cannot sell sewing machines outside of the UK.

Every parcel sent has a Proof of Postage from the Post Office - Please note that this is not a fully tracked service; we can only provide you with a receipt to say it has been sent by us.  

Royal Mail aims to deliver 1st Class mail the next working day, but they are unable to provide a guaranteed service. If a parcel goes missing that has been sent with Royal Mail 1st Class we ask our customers to let us know by email or telephone and then we can email you a copy of the proof of postage that you can take to your local parcel depot and ask them to look for the parcel.

Using this service we have to wait 15 – 20 days before  we can put in a claim for the parcel and once it’s found we can issue a refund or resend the goods.

 

Royal Mail Signed for 2nd Class delivery costs for UK orders

  1. Between £5 - £10 orders - £2.95
  2. Between £10 - £30 orders - £4.10
  3. Between £30 - £50 orders - £7.95
  4. Over £50 - FREE

 

Please note that this is not a fully tracked service, we can only provide you with confirmation of delivery.

Every Signed For item is covered against loss or damage.

We can't guarantee next working day delivery because of Covid-19 limitations.

Royal Mail Signed For 2nd class aims to deliver your letter or parcel in two to three working days and gives you the added benefits of, proof of delivery including a signature from the receiver, the ability to check on line or on your mobile to see when your item has been delivered and compensation cover up to £50 for loss or damage. You get a certificate of posting free of charge when you post Royal Mail Signed For 2nd class letters or parcels at a Post Office™ branch. For details of your nearest Post Office branch please use the Post Office finder at postoffice.co.uk.

Compensation
Compensation may be payable in the event of loss or damage if proof of posting and evidence can be provided.

Proof of Delivery
Signed For is not a tracked product but you can use Track and Trace to see an electronic signature free of charge. You can obtain a hard copy of the recipient's signature for an extra £2.20.

Urgent or valuable items must be sent using Special Delivery products.

 

 

Parcels to the EU

  1. Between £1 - £35 orders - £5.20
  2. Between £35 - £75 orders - £8.50
  3. Between £75 - £150 orders - £13.50
  4. Over £150 - £25


We send fabric or haberdashery orders to the EU using Royal Mail standard first class post from the UK on a non trackable service.  Unfortunately we cannot sell sewing machines outside of the UK.

If a parcel doesn’t arrive we ask our customers to let us know by email or telephone and then we can email you a copy of the proof of postage that you can take to your local parcel depot and ask them to look for the parcel.

After 20 days if the parcel hasn’t arrived we can start the claim process and once it’s found we can issue a refund or resend the goods.
 

Delivery Schedule

Providing the items ordered are in stock, we will normally dispatch your order the following day after placing your order. Our last orders can be sent out Friday afternoon and our first order of the week, Monday afternoon, we do not send items on the weekends but we are available if you need to speak to someone in the shop on Saturdays. We will email you when you place your order to let you know your estimated delivery date and then another email will let you know your tracking number.
Find out more

 

Back Orders

If your item is not in stock, we will back order for you. You may choose to cancel your order if you would rather not wait.

WEEE Regulations

The Waste Electrical and Electronic Equipment (WEEE) Directive is now UK law. The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment. The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge.  


Payment & Security

Privacy policy

We keep all customer information confidential and do not share any information with any outside parties under any circumstances.

 

Card payments taken online

We use Paypal for internet sales payments for your convenience and security. Paypal offers buyer protection for your security and you don't need to re-enter your card details every time you shop because your payment information is already safely stored with PayPal.

 

Card payments taken over the phone

If you would prefer not to use Paypal we can take an order and payment over the telephone
(+44 (0)1273 621 653). We accept Visa, Mastercard and Switch and we never keep your card details on record, they are destroyed as soon as the payment is taken. If you buy from us regularly you will have to give your details each time as no file is kept for future reference.

 

Guarantee & Returns

Sewing Machine Guarantee

We offer you what is realistically possible - the standard manufactures guarantee with no small print or hidden costs. We can't offer ridiculously long guarantees because we can’t promise to still be able to get parts from the manufactures in 20 years time. We can offer a range of products that we know are from trustworthy suppliers who we have good working relationships with. So if there are problems we will always work to solve them and not leave you with a 'dud' machine that you can't use.


 

Manufacturer - Standard Guarantee

Janome Sewing Machines - 2 Years
Brother Sewing Machines - 3 Years
Bernina Sewing Machines - 2 year electrical, 5 year mechanical
Husqvarna Sewing Machines - 5 year electrical and mechanical, 2 year Labour. However you MUST register your machine with Husqvarna, this is the customers responsibility and if you don’t the machine will be covered for 2 years only.

As registered Janome, Brother and Bernina dealers our contract with our suppliers is that we are responsible for carrying out the repairs on a faulty sewing machine that has been returned to us from a customer. 

NOTE: If a machine is recieved for repair under warranty, and fault is not mechanical, but operator error (i.e. Lack of servicing or maintenance), then a charge will be applied for labour, and the sender will also be charged the cost of shipping (pickup and return).

 

Returns Policy

If, for any reason you are not satisfied with a product purchased via our Online Shop, you may return it for a refund. This is in addition to your statutory rights as a consumer in the United Kingdom.  The following terms and conditions will apply:

You must tell us of any intention to return the item/items within 7 days of receipt of the goods either by phone or email.
See our full Returns Policy