Terms and Conditions
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.Product images, in the main, are supplied by the manufacturers and are for illustrative purposes only and may differ from the actual finished product. Colours can vary from one computer screen to another. Images used for Tapestry kits and canvases are often of the original artwork because photographing canvases, or finished tapestries is very difficult because of the moiré effect.All images on our website remain the property of Atlascraft Ltd and must not be copied or downloaded without prior permission.
All prices are inclusive of VAT. We enclose anl invoice with each order. Whilst currently registered for VAT we are unable to ship overseas without this tax being included.
For UK customers. We dispatch all our orders, same day, or next day, from stock, by 1st Class post, except some items where stated. We try to post 6 days a week, but we do have a Saturday off from time to time.
We will send you an ‘Item Dispatch Notification’ email as the goods leave for the post office. Once we dispatch 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. In the rare event that your item is not delivery 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). 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.
All our products are post free to all parts of the UK. However, we have a fair postage policy and where multiple items are purchased in one transaction, we will try to reduce to total cost by refunding any excess postage charges that are included in the price, or upgrade to a ‘Signed-For’ service where the value exceeds £85.00.
For overseas customers. We ship by Royal Mail's standard Air Mail service; this does not have any tracking information. All orders are shipped same day or next day after we receive cleared funds.
Once we dispatch an overseas order it should arrive within 7-15 days, depending on the postal services. However, and especially at busy times, and more remote parts of the world this timeframe can be as long as 4 weeks. If you do not receive your order after 15 working days 3 weeks), please let us know.
Holidays, Christmas & New Year. For obvious reasons, deliveries take longer at holiday times so you should allow a little extra time. We will continue to dispatch orders after the Royal Mail Christmas cut-off date, but we cannot guarantee delivery in time for the holiday.
Please note: The Postage and Packing charges includes all the materials used, not just the postage.
Postage is charged on a value scale, shown below. However, we do have a fair postage policy and will review any over charged order and make the appropriate refund if we feel you are being over charged. If you would like us to send your order by a 'Signed for' or ‘Tracked’ service, please ask us to include this on the invoice, we currently charge GB£6.45 for these services. Orders in excess of GB£85.00 will be automatically sent on a ‘Signed-For’, or ‘Tracked’ service and are charged for accordingly.
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.
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.
We except returns for up to 30 days, subject to the following policies: -
1. 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.
2. We cannot accept any items for return which have been specifically made or ordered for you, e.g. Wool Packs or Tapestry Kits. These items are exempt from the Distance Selling Regulations.
3. Before you return any item, for whatever reason, please contact us, by email, for authorisation. We reserve the right to refuse any item that has not been authorised.
4. 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.
5. 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.
The charges for the UK: (Including Highlands, Islands and Northern Ireland) are as follows: -
All orders are sent postage free by 1st Class Royal Mail, unless otherwise stated.
The charges for Europe orders are as follows
Orders under £25.00 = £3.50
Orders over £25.00, but under £50.00 = £4.95
Orders over £50.00, but under £85.00 = £7.50
Orders over £85.00 = £10.95, but are sent on a ‘Signed for’ service.
The charges for the ‘Rest of the World’ are as follows
Orders under £25.00 = £4.95
Orders over £25.00, but under £50.00 = £7.95
Orders over £50.00, but under £85.00 = £9.95
Orders over £85.00 = £15.95, but are sent on a ‘Signed for’ service.
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