Information on shipping, delivery of digital items and returns
Delivery of digital items
Embroidery patterns and ebooks
Unfortunately, I am unable to sell them directly via my own site because of complicated rules regarding VAT on digital items.
Embroidery patterns and ebooks are digital .pdf files. Once payment is complete you will receive an email with links to download the files in your purchase from the site where you placed the order.
Embroidery patterns and ebooks will not be posted to you unless you really, really want a physical copy posted to you. Please contact me about this before purchasing the pattern/ebook in question. There will be additional costs to pay for this: priting and shipping.
If you have not received an email with the download link(s), it’s possible that it has ended up in your spam/junk folder, so please make sure to check there. Please check with the website where you placed your order how to access your files.
And if all else fails, please do email me and I’ll do my best to help you.
If you have signed up for a pattern subscription, you will be able to download the patterns issued prior to you signing up and the remaining patterns will be emailed to you using your Paypal email. If you would like me to send them to a different email address please let me know.
If you’ve signed up to one of my online classes, you will receive confirmation once you’ve paid and shortly before class starts you will receive a link to the class.
Refunds – digital items
Due to the nature of digital files, purchase of these is final and will not be refunded unless in very special circumstances. Please check with the website where you ordered the files.
Payments for courses will be refunded in full if you let me know before the course starts. If you decide a course is not for you after the start of the course you will only receive a refund for any ‘unused’ weeks remaining.
All physical items, for example books or hand embroidered pieces, will be posted to you using the cheapest postage option available. For the UK this is Second Class and elsewhere it is Royal Mail International Standard. Neither of these are insured or trackable, but you can upgrade the postage at extra cost. Please contact me for rates.
You will receive an email notification once your item(s) has been shipped.
Need something shipped in a hurry? Please get in touch and I’ll do my best to make it happen. (There may be extra costs for fast shipping).
Shipping overseas usually takes 7-10 business days, but may take longer.
Physical items are shipped as quickly as possible, and always within 3 business days. To avoid delay in shipping, please make sure that you enter your address correctly.
Any additional customs or duty costs are the responsibility of the customer.
Non-receipt of physical items
Shipping with Royal Mail is usually fairly reliable, but in the very odd case when shipping takes longer than expected, please have patience, your parcel may still turn up.
UK: If your purchase has not arrived within 3 weeks, please let me know so I can look into what has happened to your parcel. If your parcel has still not turned up after 6 weeks I will send you a full refund.
EU: If your purchase has not arrived within 3 weeks, please let me know so I can look into what has happened to your parcel. If your parcel has still not turned up after 8 weeks I will send you a full refund.
Rest of the World: If your purchase has not arrived within 4 weeks, please let me know so I can look into what has happened to your parcel. If your parcel has still not turned up after 8 weeks I will send you a full refund.
If your item hasn’t been shipped, simply let me know you wish to cancel the purchase and I’ll issue a refund. If you change your mind after your item(s) has been shipped, just return it once it arrives and I’ll send you a refund (less shipping charges and return shipping costs.)
Signed books: If the book signature has already been personalised, e.g. “To Mary” you will only get half the price refunded because I may not be able to re-sell the book.
Refunds and Exchanges – physical items
Signed books: If the book signature has been personalised, e.g. “To Mary” you will only get half the price refunded because I may not be able to re-sell the book.
Other physical items may be refunded or exchanged if you contact me within 48 hours of receiving the item(s) and if you return them to me within a week (for overseas returns this may take longer). The item(s) must be unused and in the same condition as I sent it to you. When I receive the item(s) I will send you a refund once I have checked that the item(s) are in good order.
Return shipping costs can not be refunded.