Terms and conditions of use

Please read them with care.

DELIVERY CHARGES

All kits are delivered FREE of Postage & Packing to all addresses in the UK.

Postage and Packing to Europe is a flat rate of £3.95
Postage and Packing outside of Europe is a flat rate of £6.95


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PRICING

We accept payment in POUNDS STERLING ONLY (GB Pounds)

Cheques must be drawn on a UK bank.

Most major Credit & Debit Cards are accepted for online payments

Minimum order is £8.00


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PAYMENT OPTIONS:

We accept most major credit/debit cards including Visa, Mastercard, Delta, Solo and Visa Electron. Transactions are processed securely online through our preferred payment processors, Sagepay and PayPal.

All card payments are processed immediately your order is placed.

We also accept cheques/postal orders made out in British Sterling and drawn on UK banks or the Post Office.


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DELIVERY

Orders are usually dispatched within 7 days and we endeavour to despatch all orders within 14 days. If there is a delay on your order which will result in despatch after 7 days, then we will contact you to explain why your order will be delayed and give you a new despatch date. Should your delayed order contain multiple items we will despatch as much as possible and/or contact you to discuss the options.

If the delay is unacceptable to you then you have the right to cancel the order with a full refund.

If the item is a gift and you need it by a specific date please contact us before ordering so that we can let you know if there will be any problems.


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Photo To Chart

The Happy Cross Stitcher Photo to Chart service produces a cross stitch chart from a customer supplied image and as such will be a clear interpretation but not an exact pixel for pixel replica of your image. For example, fine detail such as facial lines or multiple hair colours may not chart easily - in a photograph these may be constructed of single or multiple pixels, where as a single cross-stitch is actually quite large in comparison.

Our charts are produced to the highest standard, however the final charting can only ever be as good as the image provided.

You will be informed if we think the image will not chart satisfactorily and you will be offered the opportunity to supply an alternate image for charting or alternatively a full refund, otherwise refunds will only be given if an error is made during the chart conversion process. Please note that we ask that you obtain permission to use a picture or image where copyright issues exist. We are converting images on your behalf and cannot be held liable for any copyright infringement.

We also sell Stitch A Photo packs on behalf of DMC, but do not have any input thereafter and any queries regarding DMC Stitch A Photo chart conversions should be made to DMC directly on 0116 2754000 or you can email them at stitchaphoto@dmccreative.co.uk.


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RETURNS (UK only)

If for any reason you are not satisfied with your purchase, please return it to us in its original condition within 30 days and we will refund you in full the cost of the goods, less the actual incurred cost of postage originally.

If the wrong goods are supplied due to our error or the goods are faulty, we will refund you in full, including the returned postage paid.

This does not affect your statutory rights as a consumer.

To make a return please supply us with your name & address and also the reason for the return IN ADVANCE OF RETURNING THE ITEM(S), failure to do so will incur a £5.00 restocking fee. Please return to: The Happy Cross Stitcher, September Cottage, 55 Haughton Green, Darlington DL1 2DD, United Kingdom.

To return items from overseas please contact us first to make arrangements.

We cannot be held responsible for items returned and lost in transit. Please obtain either a certificate of posting from your Post Office or use a recorded delivery service


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CANCELLATION OF ORDER

You can cancel your order from the date of the contract and up to 7 working days, starting from the day after you receive the goods. Upon cancellation we will return your money within 30 days of the cancellation, less the original postal costs incurred. You must bear all costs of returning the goods to us.

Please return the goods to:-
The Happy Cross-Stitcher
September Cottage
55 Haughton Green
Darlington DL1 2DD
United Kingdom


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CREDIT CARD SECURITY

All Credit Card and Debit Card transactions are conducted securely by Sagepay or PayPal. We keep no record of your card details


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DATA PROTECTION & PRIVACY STATEMENT

All our customer records are kept on a secure and separate computer system and under no circumstances will any information be divulged to any third party.

We collect information specifically relating to your order only at the time of ordering or registering as a new customer. This information is collected by the use of cookies, therefore cookies must be enabled on your browser to enable the ordering process to function correctly.

Cookies are used for the information of The Happy Cross-Stitcher only and only for order processing purposes.

We will use your details for fraud prevention purposes. We will check your details with fraud prevention agencies and if you give us false or inaccurate information and we suspect fraud, we will record this.

All personal information is collected lawfully and in accordance with the Data Protection Act 1998.

For any matters relating to our privacy policy please contact Danielle Hardy (contact details below) or email admin@thehappycross-stitcher.com


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GDPR Policy

All data will be collected for the sole purpose of processing an order and for no other reason. Customers have the option on the website to opt in to a newsletter via email, this is currently not used but may be in the future.

All credit card payments are processed via SagePay, the bulk of which are processed directly through the SagePay site by the customer themselves. Any telephone payment details taken are processed via a SagePay virtual terminal and the details destroyed immediately using a confetti cut shredder. No credit card data is stored by myself under any circumstances.

Customers can open an account on the website or chose the guest option, all details are kept securely within the website which is held on a secure server through Michael Preston ICT.

Customer accounts are checked regularly and any that have not been used for a reasonable length of time are deleted. Should you wish to have your account details deleted at any time, please call 01325 240192 or email admin:@thehappycross-stitcher.com.

One paper copy of every order placed is kept for 6 years, as per the HMRC requirements and then destroyed securely, I currently use the secure shredding service offered by The Great North Air Ambulance. Electronic order details are kept for three months before deletion.

Paperwork within the current six year period is stored in dated boxes in a hidden storage area within my home which is alarmed. The alarm is checked and serviced on an annual basis. Paperwork from the current year is stored in my home office which also has a lockable door and is transferred to the storage area when the box is full. Paperwork kept consists of the customer’s name, address, telephone number and items ordered only, no payment details are stored.

All orders are posted using Royal Mail or a courier if necessary. All orders are processed by myself, I have no employees. On occasion it might be pertinent to ask a supplier to post out an item directly to the customer, in this case, I will always ask the customer’s permission to give out their address.

I offer a photo charting service and as such customers will supply me with a photo they wish to have charted. This photo along with the customers surname only is sent via email to graphic designer Mel Wylde, for charting, no data is shared.

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NEWSLETTER

You may elect to join our mailing list and we will send you regular newsletters and details of special offers. You can unsubscribe from our mailing list at any time by emailing admin@thehappycross-stitcher.com with your email address and unsubscribe request.


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EXTERNAL WEBSITE LINKS

This website also includes links to external websites, these sites are intended to be useful sources of information. We are not responsible for the content of these websites and we accept no liability for losses or damage caused by using this information.


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CUSTOMER SUPPORT

Please contact as follows:

Address:

The Happy Cross-Stitcher
September Cottage
55 Haughton Green
Darlington DL1 2DD
United Kingdom

Business Owner: Danielle Hardy

Telephone:

From UK: 01325 240192 (calls charged at UK national rates)
International: 0044 1325 240192

Email: admin@thehappycross-stitcher.com

General Opening Times:

Monday - Friday: 09.00 - 18.30
Saturday: 09.30 - 12.00
Sunday: Closed

Outside these times a telephone answering service is available. Please leave a clear concise message, together with your name and telephone number and we will return your call as soon as possible.