Useful stuff to help us to help you, help us… (and all the legal stuff too)

Our promise to you…

Customer service is a phrase often bandied around quite casually, but it’s quite an important subject and one we take very seriously.

When you shop with us either online or at our gorgeous retail emporium (OK, our gorgeous shop) in Lewes, we’d like you to be happy with your purchases, and even better -if you were absolutely thrilled!

We love our jobs and have a great passion for the product. So we welcome feedback and comments. We can’t stock everything, but we will listen to your ideas.

And if by any slim chance we do get something wrong, we need to know…

Contact us by email: info@the-stitchery.co.uk

This is who we are…

Real people in a real shop with a bricks and mortar address as well as a website.

We are The-stitchery (Lewes) Ltd, a limited company trading as ‘the-stitchery’ and also ‘the knitting basket’ and ‘Riverside Art & Framing’

You can write to us or visit us:

– we are based at 12-16 Riverside, Cliffe Bridge, High Street Lewes BN7 2 RE .
– our opening hours are 9.30am-5.00pm Monday-Saturday (closed Sunday)
– you can call us on 01273 473 577 or 01273 470 705
– or you can email us at info@the-stitchery.co.uk

We are registered in England and Wales under company number 06562448 and our VAT number is 932 496 896.

the-stitchery.co.uk website terms and conditions

 

The following terminology applies to these Terms and Conditions, our Privacy Policy Statement and Disclaimer Notice and any or all Agreements:

“Client”, Customer “You” and “Your” refers to you, the person accessing this website and accepting the Company’s terms and conditions.

“The Company”, “Ourselves”, “We” and “Us”, the-stitchery, the-stitchery.co.uk refers to our Company  the-stitchery (Lewes) Ltd

“Party”, “Parties”, or “Us”, refers to both the customer and ourselves, or either the customer or ourselves.

Sale of Goods

These Terms and Conditions refer to the way in which we sell and supply products (or ‘Goods’) listed on www.the-stitchery.co.uk’s website (the ‘Website’) to you and your use of the website

Before you can purchase from us you should read through these Terms and Conditions (the ‘Conditions’) taking specific note of the following sections

– our Returns Policy
– the limitation of our liability and your indemnity.

– our privacy policy statement
please do read the section below below regarding your personal information.

In ordering and paying for goods from this website you are deemed to have read and agreed to our terms and conditions

Please don’t buy anything if you’re not happy with this section

We might change or alter any of our conditions, specifications or prices at any point and we reserve the right to do so, without notice to you, but if you carry on using the website after the conditions, specifications or prices have been modified you will be accepting that that/those modification/s and it is up to you to check for changes on a regular basis

Our Returns Policy

Please do not return any goods without prior agreement.

Please email us first on info@the-stitchery.co.uk stating your name and order number and the reasons why you want to return the goods

If you have changed your mind about your purchase, we will accept unused, unwanted and undamaged goods in their original retail packaging so long as they are returned to us within 10 working days.

When returning goods to us, please include your name and the invoice/delivery advice number with the item.

Please note that we will not refund your postage in either direction; from us or back to us unless it is our mistake or the good are faulty

If you need any help on returning product please email us info@the-stitchery.co.uk

In line with our long established Refund and Exchange policy in our retail store there are some goods that we do not take back into stock; these are CUT items of fabric and haberdashery, knitting and sewing patterns, cushions and pillows and knitting yarn

If this feels harsh, please accept that we have to protect ourselves and you, our lovely, honest customers from the small amount of naughty rascals out there who copy stuff and return it, who take a swatch or a meter or two of yarn then return it, or who might have exposed some absorbent products to strong odors or possibily pets or smoke

So, NO EXCEPTIONS SORRY!

Faulty goods

We will of course refund or exchange faulty goods and any return postage

Please do not return any goods without prior agreement, please email us info@the-stitchery.co.uk

Exclusions and Limitations : the limitation of our liability and your indemnity. The information on this web site is provided on an “as is” basis. To the fullest extent permitted by law, this Company:

– excludes all representations and warranties relating to this website and its contents or which is or may be provided by any affiliates or any other third party, including in relation to any inaccuracies or omissions in this website and/or the Company’s literature; and
– excludes all liability for damages arising out of or in connection with your use of this website. This includes, without limitation, direct loss, loss of business or profits (whether or not the loss of such profits was foreseeable, arose in the normal course of things or you have advised this Company of the possibility of such potential loss), damage caused to your computer, computer software, systems and programs and the data thereon or any other direct or indirect, consequential and incidental damages.

This Company does not however exclude liability for death or personal injury caused by its negligence. The above exclusions and limitations apply only to the extent permitted by law. None of your statutory rights as a consumer are affected.

Privacy /Confidentiality  Statement

We are committed to protecting your privacy. The-stitchery (Lewes)  Ltd is) strictly adheres to the  Data Protection Act (1998)

We regard our customer’s records as confidential and therefore they will not be divulged to any third party, unless legally required to do so to the appropriate authorities. You have the right to request sight of, and copies of any and the information that we keep about you, on the proviso that we are given reasonable notice of such a request.

We don’t sell or buy mailing lists. We will not sell, share, or rent your personal information to any third party or use your e-mail address for unsolicited mail.

We promise not to divulge your personal information to anyone else. Any emails sent to you by the-stitchery will only be in connection with the provision of agreed products and services.

All your personal details are stored on a secure server and, as an extra precaution, we don’t store or process any credit card details.

We only keep your personal details to be able to to process your order; to do this we need to know your name, e-mail address, billing and delivery address. Authorised employees within the company, on a need to know basis only, will use any information collected from individual customers.

No credit card details are stored or managed by the-stitchery, when paying for items you do this via the SagePay Secure interface which handles all the credit card information in conjunction with your bank. Once SagePay has processed the card, successful or un-successful transaction details are sent back to the-stitchery, these notifications again do not include credit card details.

We constantly review our systems and data to ensure the best possible service to our customers. Parliament has created specific offences for unauthorised actions against computer systems and data. We will investigate any such actions with a view to prosecuting and/or taking civil proceedings to recover damages against those responsible

Payment

All major Credit/Debit Cards, (except American Express) are acceptable methods of payment. Our Terms are payment in full before despatch of goods. All goods remain the property of the Company until paid for in full.

Availabilty… of goods, information and our website

Unless otherwise stated, the goods featured on this website are only available  for delivery within the United Kingdom, or in relation to delivery from the United Kingdom.

All advertising is intended solely for the United Kingdom market.

You are solely responsible for evaluating the fitness for a particular purpose of any products or information that may be available through this site.

Redistribution or republication of any part of this site or its content is prohibited, including such by framing or other similar or any other means, without the express written consent of the Company.

The Company does not warrant that the service from this site will be uninterrupted, timely or error free, although it is provided to the best of our ability. By using this service you thereby indemnify this Company, its employees, agents and affiliates against any loss or damage, in whatever manner, howsoever caused.

Cancellation Policy

We aim to fully comply with Distance Selling Regulations or DSRs. These are the rules which apply because we are selling product to you without face-to-face contact, where you have not had the opportunity to examine the goods before buying in person.

DSRs are for your consumer protection.

All our price include VAT.

Delivery costs may be extra and are clearly laid out in the delivery section of checkout before you pay and in our Delivery Information section

When you have ordered and paid, we will send you a confirmation email detailing what you have ordered.

Under the Distance Selling Regulations you have the right to cancel – you have seven working days (not including weekends or bank holidays) after the day that you receive the goods. You must tell us in writing, preferably by email on info@the-stitchery.co.uk that you wish to cancel

Out of Stock

If we don’t have the goods that you have ordered and paid for, we will email you to let you know this and we will give you a best estimate of when we think we can deliver your order to you.

If you are unhappy with this and the goods are not available, we will of course cancel your order and refund your money.

We will NOT send you substitute product when we are out of stock of the goods that you have ordered

In the case of temporarily out of stock items, we will endeavour to keep you regularly and reasonably informed to the best of the knowledge that is available to us

General

The laws of England and Wales govern these terms and conditions. By accessing this website and buying our products, you consent to these terms and conditions and to the exclusive jurisdiction of the English courts in all disputes arising out of such access. If any of these terms are deemed invalid or unenforceable for any reason (including, but not limited to the exclusions and limitations set out above), then the invalid or unenforceable provision will be severed from these terms and the remaining terms will continue to apply. Failure of the Company to enforce any of the provisions set out in these Terms and Conditions and any Agreement, or failure to exercise any option to terminate, shall not be construed as waiver of such provisions and shall not affect the validity of these Terms and Conditions or of any Agreement or any part thereof, or the right thereafter to enforce each and every provision.

IMPORTANT Techy Stuff

 

Log Files

We use IP addresses to analyse trends, administer the site, track user’s movement, and gather broad demographic information for aggregate use. IP addresses are not linked to personally identifiable information. Additionally, for systems administration, detecting usage patterns and troubleshooting purposes, our web servers automatically log standard access information including browser type, access times/open mail, URL requested, and referral URL. This information is not shared with third parties and is used only within this Company on a need-to-know basis. Any individually identifiable information related to this data will never be used in any way different to that stated above without your explicit permission.

Cookies

Like most interactive web sites this Company’s website uses cookies to enable us to retrieve user details for each visit. Cookies are used in some areas of our site to enable the functionality of this area and ease of use for those people visiting. Some of our affiliate partners may also use cookies.

Links to this website

You may not create a link to any page of this website without our prior written consent. If you do create a link to a page of this website you do so at your own risk and the exclusions and limitations set out above will apply to your use of this website by linking to it.

Links from this website

We do not monitor or review the content of other party’s websites which are linked to from this website. Opinions expressed or material appearing on such websites are not necessarily shared or endorsed by us and should not be regarded as the publisher of such opinions or material. Please be aware that we are not responsible for the privacy practices, or content, of these sites. We encourage our users to be aware when they leave our site & to read the privacy statements of these sites. You should evaluate the security and trustworthiness of any other site connected to this site or accessed through this site yourself, before disclosing any personal information to them. This Company will not accept any responsibility for any loss or damage in whatever manner, howsoever caused, resulting from your disclosure to third parties of personal information.

Copyright Notice

Copyright and other relevant intellectual property rights exists on all text relating to the Company’s products services and the full content of this website.

This Company’s logo is a registered trademark of this Company in the United Kingdom and other countries. The brand names and specific services of this Company featured on this web site are trade marked

Force Majeure

Neither party shall be liable to the other for any failure to perform any obligation under any Agreement which is due to an event beyond the control of such party including but not limited to any Act of God, terrorism, war, political insurgence, insurrection, riot, civil unrest, act of civil or military authority, uprising, earthquake, flood or any other natural or man made eventuality outside of our control, which causes the termination of an agreement or contract entered into, nor which could have been reasonably foreseen. Any Party affected by such event shall forthwith inform the other Party of the same and shall use all reasonable endeavours to comply with the terms and conditions of any Agreement contained herein.

Waiver

Failure of either Party to insist upon strict performance of any provision of this or any Agreement or the failure of either Party to exercise any right or remedy to which it, he or they are entitled hereunder shall not constitute a waiver thereof and shall not cause a diminution of the obligations under this or any Agreement. No waiver of any of the provisions of this or any Agreement shall be effective unless it is expressly stated to be such and signed by both Parties.

Notification of Changes

The Company reserves the right to change these conditions from time to time as it sees fit and your continued use of the site will signify your acceptance of any adjustment to these terms. If there are any changes to our privacy policy, we will announce that these changes have been made on our home page and on other key pages on our site. If there are any changes in how we use our site customers’ Personally Identifiable Information, notification by e-mail or postal mail will be made to those affected by this change. Any changes to our privacy policy will be posted on our web site 30 days prior to these changes taking place. You are therefore advised to re-read this statement on a regular basis

These terms and conditions form part of the Agreement between the customer and ourselves. Your accessing of this website and/or purchasing goods from it indicates your understanding, agreement to and acceptance, of the Disclaimer Notice and the full Terms and Conditions contained herein. Your statutory Consumer Rights are unaffected.

© the-stitchery (Lewes) Ltd 2013 We All Rights Reserved

About us

 

This is who we are…

Real people in a real shop with a bricks and mortar address as well as a website.

We mainly sell haberdashery, fabric and knitting yarn, and loads more besides including gifts cards and Fine art though not all of it is featured for sale on our website

We are The-stitchery (Lewes) Ltd, a limited company trading as ‘the-stitchery’ and also ‘the knitting basket’ and ‘Riverside Art & Framing’

– you can write to us or visit us -we are based at12-16 Riverside, Cliffe Bridge, High Street Lewes BN7 2 RE . Our opening hours are 9.30am-5.00pm Monday-Saturday (closed Sunday)
– you can call us on 01273 473 577 or 01273 470 705
– or you can email us at info@the-stitchery.co.uk

We are registered in England and Wales under company number 06562448 and our VAT number is 932 496 896.

Delivery Information

 

FREE collect from store

If you order and pay for your goods, it is free to collect from the-stitchery.

Please allow 1-3 working days so that we can confirm by email that your order is ready for collection.

If for some reason we are temporarily out of stock, we will inform you

This is our online shop default payment option

FREE DELIVERY on orders OVER £25.

Delivery is free on all orders over £25-orders will be posted 2nd class unless

you select and pay for an alternative postage option

Orders UNDER £25

If your order is under £25, the delivery charge includes postage and packing and is based on weight AND parcel size as per current royal mail formats plus a small packing charge you can select standard 1st class or standard 2nd class delivery and the total delivery price will be calculated at checkout.

Royal Mail quote 1st class delivery as 1-2 days after dispatch & 2nd class as 2-3 days after dispatch. If you prefer to track and trace your parcel and can sign for it upon delivery then please select the signed for option – this will be the standard option p&p +£1.10 for large or heavy orders, we reserve the right to use a courier service.

At the time of writing  (May 2013), the following delivery costs apply:

Small parcel format up to 1kg: 1st class £3.25, 2nd class £2.85

Small parcel format 1-2kg: 1st class £7.10, 2nd class £5.85

Small parcel format up to 1kg: 1st class signed for £4.35, 2nd class £3.95

Small parcel format 1-2kg: 1st class £8.20, 2nd class £6.95

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