Help & Support

Frequently Asked Questions
Please refer to our FAQ page.

Order and Payment
We aim to keep needles in stock at all times, however should the needles of your choice be out of stock we are usually able to despatch within 5-7 working days.

Please use "Track Order" to see how your purchase is progressing between us receiving your payment and actually despatching your purchase to you - we use this facility to keep you informed at all stages.

POSTAGE & PACKING / SHIPPING

At Cross Stitch Needle Shop we aim to keep our P&P charges as simple as possible. Our charges are based on Royal Mail postal charges + a small fee to cover packaging/handling. You will be able to see the actual cost of P&P as you view your shopping cart contents and before you commit to a purchase.

UK Customers

CREDIT / DEBIT CARD ON-LINE (Mastercard / Visa / American Express & all major UK debit cards)
You can place your orders with us using our secure on-line credit/debit card facility. Your transaction can be paid for safely and quickly - this is our preferred method of payment. We do not see the details of your credit/debit card - the transaction is handled via Protx & Streamline.

CREDIT / DEBIT CARD BY TELEPONE OR FAX
You can pay for your order by either telephoning (answermachine if we are unable to answer the telephone) or faxing your details through to us (any time). If you call us and we are unable to answer the telephone please leave your name and number and we will call you back as soon as possible. Please select the "Offline CC" payment option when completing checkout.

CHEQUE / POSTAL ORER
You can pay via cheque/postal order. Our shopping basket allows you to print your order and send with your payment. Please select the "Offline Payment" option when completing checkout.

DIRECT BANK TRANSFER
We also accept payment via direct bank transfer - if you wish to pay this way please contact us and we will provide you with the information you require.

Overseas customers

CREDIT CARD ON-LINE (Mastercard / Visa / American Express)
You can place your orders with us using our secure on-line credit card facility. Your transaction can be paid for safely and quickly - this is our preferred method of payment.

Postage and Packaging
Items in stock are usually despatched within two working days of receipt of your payment. (Working days are Monday to Friday, excluding UK Bank Holidays)

If an item is not in stock we are usually able to despatch your item to you within 5-10 working days. If we are unable to despatch an item within 15 working days we will happily cancel your order and refund your payment if you prefer not to wait.

Customers outside European Union We will attach a Customs Declaration form to the front of your parcel clearly indicating the contents and value. You will be responsible for any customs/import duties appropriate to the country of import.

Overseas Customers If you wish your goods to be sent via "International Signed For" shipping there will be additional charge on top of the basic postal rate. You will find Postal Insurance under the list of categories on the left of your screen.

Returns Policy
If your goods are faulty or not as described we will replace (wherever possible) or refund the purchase price (including postage) if the goods are returned to us in original unopened condition within 7 days of receipt, together with your invoice.

If you wish to return your goods for any other reason we will refund the purchase price (excluding postage) if the goods are returned to us in original unopened condition within 7 days of receipt, together with your invoice. You will be responsible for the cost of return postage. Should the goods not be received in the same condition as they were sent to you we reserve the right to charge an appropriate fee.

UK customers
Please contact us before returning items. We recommend that you use Recorded Delivery/Special Delivery when returning items as we are unable to refund monies if items are not safely received by us.

Overseas customers
Please contact us before returning items. We recommend that you use a trackable method of returning items as we are unable to refund monies if items are not safely received by us.

If you are returning goods from overseas you must clearly mark the package "Returned goods of UK origin" to enable UK Customs clearance. If you do not do this and Customs charge duty on the return we will reject the package and it will be returned to you at your expense.

Terms and Conditions
Please refer to our terms and condition page.

Privacy Policy
Please refer to our privacy policy page.

Contact Us
Please use the online contact form to contact us.