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 re 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.
There is a small surcharge for medium-large tapestry frames as we are no longer able to send them by Royal Mail owing to their introduction of size restrictions on parcels.
Small kits are despatched in a jiffy bag or small brown box, and larger kits in a brown card box. Only some of the smaller 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 do 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, please 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 cardholder.
We do not pass on any customer information to any third party at any time – ever! Your name and address will only be kept on our system for future Jolly Red news mailings. If you have disclosed your email address when ordering, we will use this information only for the purpose of issuing news related to Jolly Red products & services – and to let you know if there will be an unanticipated delay with your order. You can opt out of receiving our email newsletters at any time.
Credit Card Security
Orders on our website are securely processed by WorldPay or PayPal. Jolly Red does not store any customer credit card information relating to internet orders.
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