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Wye Needlecraft Ltd
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Shopping Online at Wye Needlecraft Website FAQs

How to shop on our Website
It's easy to shop with us at Wye Needlecraft, but if you need a little help, simply follow the step-by-step instructions below to find what you want and make your purchases, then just wait for your delivery.

Browse our website department by department, OR
Use the site map at the bottom of the page) for a full list of pages on our website, OR
Use our Search facility to find what you want.

Then, select the appropriate product options (if applicable)
Enter the quantity you require
Click the Buy Now button
You will be transferred to your basket at this point, with your newly added product displayed
Click the Browse Products button to continue shopping, OR
Follow the questions on this page to checkout and pay for your purchases via our secure server
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.


What happens next?

Can't find what you're looking for?

Do you need advice?

Are your prices subject to any tax charges?

Where does Wye Needlecraft deliver to?

What payment options do you offer?

How will you protect my privacy?

What happens if some or all of my order is out of stock?

Do you offer any kind of guarantee?

Returning faulty or damaged goods


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 in full will be taken upon you placing your order.

Can't find what you're looking for?

We have often been told that we have an Aladdin's Cave full of all kinds of needlecraft and hope that there is something for everyone online or in our shop at Bakewell in Derbyshire, but if you're looking for a particular item 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 and also add it onto our website.

Do you need advice?
If you need some advice on your needlework or some tips to get you started, you might like to have a look at our Stitch Guide link where you'll find a dictionary of every stitch you can think of in an easy to follow guide.

Are your prices subject to any tax charges?
Prices displayed in the shop are shown inclusive of VAT. Our VAT registration number is 797 3917 62.

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

VAT being charged on delivery outside the EU - Currently VAT is charged on

all orders, regardless of billing/delivery location. We will refund VAT for an order that has a billing address outside of the EU. 

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 Wye Needlecraft - this would be the responsibility of the purchaser.

Where does Wye Needlecraft deliver to?
Orders can be placed online for delivery across the UK, European Union and other selected international destinations.  

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.

Delivery charge taxes
Our delivery charges are subject to VAT.

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 (The time period given for the delivery of goods is intended as an estimate only and shall not be the essence of a contract, however all reasonable endeavours shall be made. It is the customer's responsibility to inform us of any special dates an item is needed for and we will endeavor to do our best. Our shop and website deliveries are done by humans and therefore the 14 day dispatch time is what we would expect to work to but occasionally due to our stock levels or that of our suppliers this can sometimes be a little longer. Out dispatch time is obviously subject to adjustment should any items require special ordering from our suppliers. See below for further details when an item is out of stock.

If an item is in stock it is sent out straight away, otherwise they shall be ordered for you as it is impossible for a retailer to stock every single product available. Your order could be coming from various different suppliers and this could cause a delay but you can request your items to be disptached to you as they arrive otherwise we will send out when we have received your full order from our suppliers.

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: VISA Credit Card, MasterCard Credit Card,VISA DELTA Debit Card, Maestro Debit Card, SOLO Card, VISA Electron Card.

How we protect your payment card details
Credit card details are NEVER made available to Wye in any form.

How will you protect my privacy?
Wye 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 Wye 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 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 be charged for the out of stock item(s). We will of course advise you where possible of the expected delivery timescale if known.

NOTE: For orders placed on the internet, the e-commerce website automatically charges for goods on order. As above, your item will be ordered if not in stock. It is the buyer's responsibility to inform of a deadline date for the item to be recieved or it will be deemed satisfactory that the item be ordered and forwarded as soon as it is received to the customer - this can sometimes be over the normal delivery time but we always endeavour to do our best.

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, you may return your goods within 28 days of purchase (14 days for faulty / damaged goods) to receive a 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 - you have 28 days from the date of purchase within which to return the item(s). If we receive your instruction prior to dispatch then your credit / debit card will not be charged (unless ordered on our e-commerce website which always takes payment on order).

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).*

* Unopened and Re-Saleable Condition means that there are no marks on the products or any wear on the packaging and it is un-opened. We do not sell used products and will not accept any products back with any indication that it was used or opened. In such cases, the products will be returned to the purchaser. Wye Needlecraft is not responsible for any item that is not returned in the manner set out above.

We do not refund for charts, fabric cut to order, threads or special orders of items we do not normally stock.

Please also see the next section on returning goods to us.

How To Return?
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 of unopened and re-saleable items (see above) to us up to 28 days from date of purchase for a refund or exchange.*

Please return products to us at your own cost (we recommend Recorded Delivery which is approx. £1 on top of the postage) in an unopened and re-saleable condition (see above for definition) with proof of purchase in a 'jiffy bag' by registered post.

PLEASE NOTE: The onus is on the customer as you are posting the product, therefore any loss or damage is for the customer to claim with the postal service used. Wye Needlecraft are unable to claim for any lost or damaged goods returned to us by the customer.

On satisfactory inspection of returned item, we try to refund items within 7 working days of reciept by Wye Needlecraft.

PLEASE NOTE: For items purchased in error by the customer (e.g. wrong item purchased, didn't read the description properly or enquire before purchase, etc.) we will charge a 5% re-stocking fee of the original purchase price

Postage and packing fees will only be refunded if we are in error or the items can be proved to be faulty.

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 refund or exchange within 28 days of purchase, providing they are returned to us unopened and in a re-saleable condition (see above for definition).

Outward and return postage cannot be refunded unless the item is faulty, damaged or delivered in error.

NB: We cannot refund or exchange cut threads / fabrics or charts, patterns, books, bespoke items - unless faulty.

Where can I view your full terms and conditions of sale?
Wye Needlecraft's full terms and conditions of sale are available to view via 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.

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For further information please see our Terms and Conditions 

Dogs in Cross Stitch
Wye Needlecraft Ltd
2 Royal Oak Place
Matlock Street
DE45 1HD
Tel: 01629 815198
Fax: 01629 814100
Email: wye@globalnet.co.uk
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Registered Office - 2 Royal Oak Place, Matlock Street, Bakewell, Derbyshire DE45 1HD
Registered in England No. 451 416 5 - VAT Registration No. 797 3917 62
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