Terms and Conditions
Delivery of your order
We aim to dispatch all orders within 7 days, and the vast majority are dispatched within 48 hours. Occasionally a particular design may sell out before we have had an opportunity to update our website, so we will not be able to deliver until new stock becomes available. If you require an update on your order – perhaps you have a specific deadline, e.g birthday or holiday, please do contact us at firstname.lastname@example.org quoting your order reference and we will advise you on the status of your order.
Delivery info & charges (UK)
Unless you request otherwise, your order will be dispatched by Royal Mail 2nd class post. 1st class delivery within the UK is £4.50 (inc. VAT, as VAT is applied to these post charges by Royal Mail now). All EU and UK orders are subject to VAT at the current rate, which is added at the checkout.
Small kits are despatched in a jiffy bag or small brown box, and larger kits in a brown card box. Not all jiffy bags will fit through a standard letter box so if you are not home when delivery is attempted, you may have to collect your order from your local sorting office. When ordering you have the option of selecting a delivery address which is different to your billing address. Many customers choose to have their order despatched to a work address (please check with employer for approval if necessary). If you choose to do this, we will always send your order by a ‘signed for’ delivery method so that a signature is required and will try to ensure that your order arrives at the work address during the working week, not on a Saturday.
Delivery info & charges (overseas)
Postage charges are clearly visible when you place your online order. The vast majority of overseas orders are despatched by Royal Mail International Signed For service, or occasionally by courier for European deliveries.
We aim to achieve 100% customer satisfaction so kits are very rarely returned. If you are unsure about any aspect of your order, please contact us and we will advise you – particularly on the contents of a kit, whether it is suitable for a beginner etc.
If you wish to return an item, call us or email within 7 days of receipt, and then return the item – unused and undamaged – in its original packaging. Please use a Royal Mail ‘Signed For’ service for any returns as we cannot accept responsibility for returned items lost in transit. We will refund the cost of your order, but cannot refund the cost of returning the item to us. Please note that we can only make refunds to the original cardholder.
We do not pass on customer information to any third party, except when required for delivery purposes of an order (notification of delivery time and dates for orders sent by courier are often sent by email).
Keeping your information safe is really important to us. We only keep a record of the information that is required in order to complete your order and to ensure that we provide the best customer service we can. We do not pass on customer information to any third party, except when required for delivery purposes of an order (notification of delivery time and dates for orders sent by courier are often sent by email) and we take steps to keep all our data as secure as possible. If you ever want to amend the personal details we store for you, please do not hesitate to get in touch.
Credit Card Security
Orders on our website are securely processed by WorldPay or PayPal. Jolly Red does not store or have access to any customer credit card information relating to internet orders.
Our Monthly Newsletter
Remember to sign up to receive our (roughly) monthly and very relaxed newsletter containing special offers and new design updates, and general tapestry talk. As a subscriber, you are then free to opt out of receiving the newsletters at any time.
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