Terms and conditions

1. We make every effort to ensure all items are accurately described and available from stock. However, should an error occur or an item is unavailable we will contact you as soon as possible by email giving you the option of cancelling or taking an alternative product.  Should you wish to cancel, we will make a full and immediate refund.
2. Product images, in the main, are supplied by the manufacturer and are for illustrative purposes only and may differ from the actual finished product. Colours can vary from one computer to another. All images on our website remain the property of Atlascraft Ltd and must not be copied or downloaded without prior permission.
3. All prices are inclusive of VAT at the current rate. We enclose a full invoice with each order.

Shipping and Delivery

For UK customersFollowing receipt and clearance of payment, all orders will be posted within 24 hours (except weekends and bank holidays). Orders are sent by 1st Class post, except frames and some other bulky items where stated. The Postage and Packing costs are shown below.  We don’t combine Needlework frames and bulky items, as these are sent 2nd class and are ‘Post Free’. We try to post 6 days a week, but we do have a weekend off from time to time.

We will send you an email as the goods leave for the post office. Once we despatch your order it should arrive within 2-5 days, depending on the service. If you do not receive your order after 7 working days, please let us know. We will have to wait until 15 working days have elapsed before we can put a claim in to the Royal Mail.

In the rare event that your item is not delivered within the above time frame, then your first port of call is your local Royal Mail Collection Office (the phone number can be found in your local phone book/yellow pages). If no one is home, and the package does not go through the letter box the Royal Mail returns packages to their collection office and should leave a card to tell you that this action has been taken, however, this does not always happen. The Royal Mail normally keep packages for about three weeks before returning them to us.

For overseas customers we ship all orders by Air Mail and these are shipped same day or next day after we receive cleared funds. Shipping costs are shown below. If you would like us to insure your item please ask us to include this on the invoice, this is currently GB£4.50. Orders in excess of GB£75.00 are automatically sent on a ‘Signed For’ service.

Once we despatch an overseas order it should arrive within 7-10 days, depending on the service. However, some times, and especially at busy times this timeframe can be as long as 3 weeks to more remote parts of the world. If you do not receive your order after 15 working days, please let us know. We will have to wait a further 10 working days before we can put a claim in to the Royal Mail.

Please note: Due to size, weight, postal costs, and other factors, it is possible that certain items may fall outside our normal delivery services. These products includes larger Needlework frames, Daylight lamps/Bulbs, Larger Latch Hook Kits some licensed products. Please enquire if in any doubt.

Christmas & New Year. For obvious reasons, deliveries take longer at holiday times so you should allow a little extra time. We will continue to despatch orders after the Christmas cut off date, but we cannot guarantee delivery in time for the holiday.

Payment Methods We accept all the major credit / debit cards via our payment gateway, Paypal. You do not need to have a Paypal account to pay by this method.

Online Orders & Card Security All credit / debit card orders placed online are made on a secure, encrypted server to ensure the privacy and security of your information. All payment transactions take place on the secure encrypted server of our payment processor (Paypal) - we never have access to your card details at any time.

Refunds/Returns Policy

1. We except returns for up to 14 days, subject to the following policies:-
2. You may return an item if it is not as described, damaged or faulty when delivered for a full refund. We inspect all returned stock and a refund, together with return postage, will be issued once the item has been verified as faulty. You should notify us within 7 days of receipt.
3. We cannot accept any items for return which have been specifically made or ordered for you. These items are exempt from the Distance Selling Regulations.
4. Before you return any item, for what ever reason, please contact us, by email, for authorisation.  We reserve the right to refuse any item that has not been authorised.
5. Items must be returned with all the original components and packaging and be in a saleable condition. We reserve the right to levy a minimum surcharge of 25% to replace any product’s packaging or components that are missing or damaged.
6. Returned items are sent at your own risk. We strongly advise you to take care when returning items to us, ensuring the goods are correctly addressed and adequately packaged. Items that arrive back damaged as a result of poor packaging will not be accepted.

If you have any questions about our returns policy, please contact us by email prior the purchase.

Shipping/Handling Costs

The charges for the UK: (Including Highlands, Islands and Northern Ireland) are as follows

 

Orders under £25.00 = £0.95

Orders over £25.00, but under £50.00 = £1.95

Orders over £50.00, but under £75.00 = £2.95

Orders over £75.00 = £3.95, but are sent on a ‘Signed For’ service.

The charges for European orders are as follows

Orders under £25.00 = £1.95

Orders over £25.00, but under £50.00 = £2.95

Orders over £50.00, but under £75.00 = £3.95

Orders over £75.00 = £5.95, but are sent on a ‘Signed For’ service.

  

The charges for the ‘Rest of the World’ are as follows

 

Orders under £25.00 = £2.95

Orders over £25.00, but under £50.00 = £3.95

Orders over £50.00, but under £75.00 = £4.95

Orders over £75.00 = £9.95, but are sent on a ‘Signed For’ service.