Online shopping questions answered
Frequently asked questions about shopping online for needlework products with Burford Needlecraft.
Topics covered include delivery timescales and charges, returns and cancellation policies and payment options available.
How do I use your shop?
It's easy to buy needlework goods online with Burford Needlecraft.
If you're not sure what to do, simply follow the step-by-step instructions below to locate and make your purchases, then sit back and await their arrival!
- Browse our online shop department by department - OR
- Use the site map for a full list of pages on our website - OR
- Use our shop search facility
- Select the appropriate product options (if applicable)
- Enter the quantity required
- Click the + Add to basket button
- You will be transferred to your basket at this point, with your newly added item displayed
- Click the Continue shopping button to add more items to your basket - OR
- Click the Checkout button to go straight through to the checkout and pay for your purchases via our secure server
A note about viewing your basket and checking out
Remember, you can either check and amend the contents of your basket at any time via the basket icon or proceed straight to the checkout by using the checkout icon, both of these icons are located at the top right of each page on the site.
What happens next
Once you have placed your order with us, you will be sent an automatic email confirmation. You should note that this email does not necessarily confirm our acceptance of your order, only our receipt of it.
Shortly afterwards, we will contact you again (with the full details of your order) to confirm our acceptance.
Payment will not be taken until your goods are ready to dispatch.
I can't find what I'm looking for - can you help?
We like to think of ourselves as an Aladdin's Cave of needlecraft and hope that all our customers will be able to find something they like online or in our shop at Shipston on Stour, but if you're looking for a particular needlecraft kit or needleworking accessory (perhaps you have a particular manufacturer in mind) and you can't find it on our site, please let us know. We're always pleased to hear from our customers and if we find your request is a popular one, we may be able to get it into stock for you.
I need some help with a needlecraft project - who can I ask?
If you need some advice on needleworking or some tips to get started, you might like to have a look at our stitcher's tips pages where we'll be collecting together help and advice on the various needlecraft disciplines over time.
Classes & events
If your question isn't answered in our stitcher's tips pages, however, then how about attending one of our classes or workshops for more help?
Can I save my basket contents for later?
Yes you can.
Basket contents can be saved and retrieved on your computer for up to 90 days. So you can always start shopping now and complete your order later.*
Saving an unfinished order
Firstly, use the save button when viewing your basket to create a stored basket. Then, when you return later to complete your order, follow the basket link at the top of the page and use the retrieve button on the view basket page.
Note that you can only retrieve a saved basket if your current basket is empty.
As basket contents are saved on your computer, we don't recommend using this feature if ordering from a public machine (e.g. an internet cafe PC).
N.B: As stock in our shop chnages frequently, some items may no longer be available when you come to complete your order from a saved basket.
Are your prices subject to any tax charges?
Prices displayed in the shop are shown inclusive of VAT at 17.5%. Our VAT registration number is [???]
This tax is applicable on all purchases delivered throughout the UK (excluding the Channel Islands) and European Union (EU).
Application of VAT in the basket
Initially, your basket total will be shown inclusive of VAT. However, at the beginning of the checkout process you will be given the opportunity to specify your order's delivery destination. This information will then allow us to correctly identify the proper application of VAT in respect of your order. For example, where the Channel Islands is specified, the application of VAT will be removed in the basket for the next and subsequent stages of the checkout process.
Should to choose to save your contact details using the remember me facility, your subsequent orders with us (made from the same computer) will automatically show your basket total with VAT applied or removed (according to your saved delivery location) from the start.
Taxes applicable to delivery destinations outside of the EU
Although VAT would not be applied to goods delivered outside of the EU, any and all other taxes / duties that may or may not be levied by the delivery destination country against the goods upon their receipt (e.g. import taxes) - which obviously cannot be forseen by Burford Needlecraft - would be the responsibility of the purchaser.
Where do you deliver to?
Orders can be placed online for delivery across the UK, European Union and other selected international destinations.
If you destination country is not available for selection during the first stage of the checkout process, however, regrettably we cannot accept your order at this time.
How much do you charge for delivery?
In all cases, delivery charges are based destination, total order weight and class of delivery service selected (where options available) - e.g. standard or registered post.
Application of delivery charges in the basket
Initially, your basket will be shown without delivery charges applied. However, at the beginning of the checkout process you will be given the opportunity to specify your order's delivery destination. This information will then allow us to calculate the appropriate delivery charge to apply to your order.
Should to choose to save your contact details using the remember me facility, your subsequent orders with us (made from the same computer) will automatically show the appropriate delivery charge for the order (according to your saved delivery location) from the start.
Delivery charge taxes
Our delivery charges are not subject to VAT, regardless of delivery destination.
How long will my order take to reach me?
Exact delivery timescales will naturally depend on delivery destination, but typically, an order should reach its destination within approximately 14 working days. This is obviously subject to adjustment should any items require special ordering from our suppliers.
You will always be informed of the expected delivery date prior to dispatch.
Does my order have to be delivered to my billing address?
No, it doesn't.
If you would like to specify an alternative address for delivery, simply indicate that it will be different from your billing address at the start of the checkout process and complete the appropriate delivery address fields in the final stage.
What payment options do you offer?
Payments can be made (in Pounds Sterling) online by credit or debit card.
Payment cards accepted
We currently accept the following credit / debit cards: Mastercard; Visa; Switch / Maestro and American Express.
How we protect your payment card details
All credit / debit card details submitted through our eshop are encrypted and protected from interception by 128 bit Secure Socket Layer (SSL) technologies and held securely in this encrypted format until such time as your order is downloaded to our systems. Decryption takes place only at this point and can only be performed by authorised users. Credit / debit card details are not held in clear text on any website.
We know of no documented cases of credit / debit card fraud resulting from using our eshop.
How will you protect my privacy?
Burford Needlecraft will not disclose any customers' information to third parties, nor will we mis-use such information in any other way.
All information collected from customers is voluntarily supplied (i.e. name, address, telephone number, email, payment details etc) in the course of placing an order with us, and is only used to properly fulfil orders / provide effective customer service, in accordance with the Data Protection Act 1988.
For details of the kinds of data we collect and store, please see our privacy statement page.
Future contact
In providing effective customer service, we may later wish to use voluntarily supplied contact data in order to inform you of updates to our products and services, special offers etc. However, we will not contact you in this way if you would prefer us not to, and you can choose to opt in or out of this service during the ordering process.
Our use of cookies on this site
Although Burford Needlecraft will not collect any information about customers without their explicit consent, visitors should note that cookies are used on this shopping site to enable the following functions:
- Tracking of the items in your shopping basket once you have selected them
- Saving of basket contents for later retrieval and completion
- Saving of billing contact details and delivery address, should the remember me facility be in use
A note about acceptance of cookies
Customers should note that where acceptance of cookies is disabled within the browser, difficulties may be experienced in ordering online from us.
What happens if some or all of my order is out of stock?
Although we always endeavor to keep stock availability as up-to-date as possible on the website, occasionally, an order may be placed in the short interval between stock level updates.
In the unlikely event of this occurring when you place your order with us, we will automatically put the items on back order for you (where supplier stock is available). You will always be notified if this is the case and of course be given the option to cancel your order if you would rather not wait.
The rest of your order will be sent to you and the out of stock item(s) will follow. Your credit/debit card will not be charged for the out of stock item(s) until dispatch. We will of course advise you of the expected delivery timescale.
Do you offer any kind of guarantee?
We are certain that you will be delighted with your purchase. If, however, you are not completely satisfied (for whatever reason), you may return your goods within 30 days (14 days for faulty / damaged goods) to receive a no-quibble exchange or refund.
Please see the section on returning goods to us, for more information.
How do I go about cancelling my order?
To cancel an order with us, please contact us as soon as possible after placing it. If we receive your instruction prior to dispatch then your credit / debit card will not be charged.
If, however, your order has already been dispatched, you will need to await its receipt and then return to us the goods contained therein (should you still wish to cancel) unopened and in re-saleable condition in order to receive a refund of the purchase price (does not include any postal charges incurred).*
N.B: Some items, such as books, cannot be exchanged or refunded.
Please also see the next section on returning goods to us.
How do I go about returning items to you for refund / replacement?
In the first instance, please contact us to advise us of your wish to return some or all of your order. You may make returns to us up to 30 days (14 days for faulty / damaged goods) after receipt for a no-quibble refund or exchange.*
N.B: Some items, such as books, cannot be exchanged or refunded.
Returning faulty or damaged goods
Faulty / damaged goods or those delivered in error can be returned for replacement or full refund (including any return postal charges incurred) within 14 working days of receipt.
Items delivered in error should be returned unopened and in a re-saleable condition.
Returning other goods
Items delivered correctly, as described and of merchantable quality can, in most cases*, be returned for a no-quibble refund or exchange within 30 days of receipt, providing they are returned to us unopened and in a re-saleable condition.
Outward and return postage cannot be refunded unless the item is faulty, damaged or delivered in error.
N.B: We cannot refund or exchange cut threads / fabrics or books - unless faulty.
Where can I view your full terms and conditions of sale?
Burford Needlecraft's full terms and conditions of sale are available to view by following the terms and conditions link at the foot of every page on the site.
Customers should note that the information given above forms part of our full terms and conditions.
Statutory rights are not affected.