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Needlecraft and Cross Stitch Shop
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Useful Information
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Making A Purchase
Making a purchase could not be easier. Just browse our catalog, click on any items that you wish to view, and you can add them to your shopping cart. After you have finished your browsing, click "Order" and you will be asked for a few details that we need to complete your order.
Give the cardholder's statement address on the web site, its used for security checks. Should you wish the goods delivering to another address please email us. NB The address given on the site or by email will be used to post web orders and correct your mail order account details. So, please check our confirmation email. We can only correct our errors free of charge! .  .  Card Payments
If you are shopping from North America or anywhere else, place your order and your credit card company will convert the transaction to US Dollars or your own currency. We reserve the right to refuse card payment and request payment by a bankers draft Payment details by Fax, E-Mail or Phone
Due to security settings, fire walls, proxies and other technical issues you may find ONLINE PAYMENT is not possible. Then use 'offline' options. Print your order and Fax, E-Mail or Phone it into Willow if using E-mail send Order number and Card details only and separately without the address for secuity. We will marry them with the order and contact you if there are any problems.Currency Conversion
For US Dollars or Euros, click the $ or € signs [ $ € ] near the top of the page.
N.B for Non EU buyers VAT will be deducted at the checkout stage which makes items about 15% cheaper.
Shoppers wanting other currencies can use the converter on the home page.Items that do not appear on the site
(or any special requests) these can be entered during checkout. More security than many sites
Your card details are encrypted 100% of the time while on and while being sent from your computer. When you send your details to us, they are encrypted using industry strength SSL encryption (https://). and passed to our secure server which then encrypts your details again for double security, the data is never stored unencrypted on any of our servers.
Only when the information reaches Willow's in house computers is it finally decrypted so that we can charge you. (We don't actually charge your account until we send your order)
To view the security certificate When you are prompted for your card details simply double click the golden padlock, which can usually be found on the top or bottom line of your browser.  Suggestions
Willow Fabrics are completely dedicated to your satisfaction. If you have any suggestions or comments please email us Offers
The offers page is regularly updated.Click here for Offers Page We accept Visa, Mastercard, American Express, Solo and Switch Cards. Visa, Mastercard, Switch and some others require that the 3 digit secuity code from the signature strip are passed to us, it helps protect both you and us. Solo Cards require last two digits of the 'valid from' year as issue number.15 Day "no quibbles" Returns/Cancellation Guarantee
Our "no quibbles" guarantee means that if for any reason you are unhappy with your purchase or no longer want it, you can return it to us in its original condition within 15 days of the date you received the item, unopened (with any seals and shrink-wrap intact) and we will issue a full refund for the price you paid for the item. Please note: we can only accept the return of opened/used items if they are faulty.Please note that you will be responsible for the costs of returning the goods to us unless we delivered the goods to you in error, delivered the wrong goods, or if the goods are faulty.You may also cancel your order before it has been dispatched, in which case you will not be charged for postage. We will return your money within 30 days of the cancellation/return.To best understand "The Consumer Protection (Distance Selling) Regulations 2000" look at http://www.hmso.gov.uk/si/si2000/20002334.htm; however it may be easier just to talk to one of our staff!Cookies
Other than that used in processing your order no other information is sent, harvested or collected. No third parties are given your details except where the item is sent direct to you from one of our suppliers and they are only given your delivery address. The information held in your computer on our sites cooky is that needed to fill in your address and secondly to hold your order until you send it. To cover the need to close your machine down before sending you order the order is remembered for some hours, this enables you to come back and complete the order a while later. |
Shipping And Handling
We reserve the right to increase the handling charge where the item is heavy compared to its cost, Naturally we will contact you should this occure. Please click here for more detail on normal handling charges.Complaints
We endeavour to respond to all complaints during the next working day. However this can be upto 5 days due to holidays and weekends, also should we need to talk with the staff member responsible he or she may not be rota'd on for a couple of days. Normally in all cases we will acknowledge you complaint during the next UK working day. |
Delivery Schedule
We aim to despatch all orders for our 6,000+ main lines the day we recieve them. Special items and most kits may take slightly longer as they may have to be ordered. Please e-mail if you are concerened about the whereabouts of your order. |
Back Orders
If your item is not in stock, we will put it on back order for you. It should then be sent out within the following 10 days or we will contact you if it will be any longer. |
Tax Charges
United Kingdom VAT is included product prices. For VAT exempt countries (those out side EU Europe mainly) VAT is deducted at checkout. |
Credit Card Security
We know of no documented cases of credit card fraud using our shopping system over the Internet. All credit card information is END to END encrypted when transmitted using 1024 bit encryption plus SSL encryption. They are only decrypted after they reach our computer. They are not converted in clear text on any interviening web site unlike some other systems. |
Guarantee
We aim to guarantee your satisfaction within the limits of our purchasing policies.Your statutory rights under the Unfair Terms in Consumer Contracts Regulations 1999 and the Unfair Contract Terms Act 1977 are assured. |
Reaching Us
If you need to contact us you can find our contact details here |
Privacy Policy
Data Protection - Registration no. Z7553155 We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998). More detail Data collected by this site is used to:
A - Take and fulfill customer orders
B - Administer and enhance the site and service
C - Only disclose information to third-parties for goods delivery purposes.
D - We do not send "spam" or random emails to personal or business email addresses. |
Returns Policy
Please consult customer care before returning anything so that the most beneficial arrangments for both parties can be organized. We basically have a no fuss policy, to contact us you can find our contact details here |
Don't forget First class or Courier Service options for faster UK delivery
Non E.U. orders will have VAT deducted at checkout
Please note colours are representative |
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