Not exhaustive.. but these are some of our most common questions about our products and services... anything else use the ASK US or the HQ HELP live chat (at the bottom of your screen).
Do you have a shop?
NO. We sell directly online and via mail order too. We also work with key trade accounts including Liberty of London, and lots of others! Most of our sales are via our web site - but we do sometimes have 'pop up shops' at festivals and events.
How long will my order take, and how do you ship?
We use ROYAL MAIL FIRST CLASS for our deliveries - craft kits and personalised items are usually sent RECORDED or SPECIAL DELIVERY. Please make sure someone will be there to sign for the delivery, as we cannot be held resposible for reshipping costs.
We aim to process and ship standard in stock items within 5 working days. We are not open at the weekends.
Haven't I seen you on Not On the High Street?
We are one of the original 'partners' on Not On The High Street, and have been trading with them since 2008. We run it as a seperate concession business (as they take commission and run the customer systems) - so whilst we love them, we are able to offer better deals directly, and can only accept our gift vouchers and coupons via this site and not through any other outlet. We also sell selected items on Etsy.
Do you sell on EBAY?
We DO NOT sell on EBAY or any other auction site. Any products purchased from other sites are not under our terms and conditions of trade. Please be wary when buying from Ebay in particular as we have had instances of 'fake' goods.
Do you sell patterns of all your designs?
Our unique designs by Jacqui Pearce are our life blood. Some of Jacqui's designs are used in Cross Stitcher, where she has a regular monthly column. Our copyright is strictly managed, and photocopying and scanning of designs is against IP law. Sadly people have in the past copied our designs and sold them on disks on Ebay or via email on Facebook. We cannot manage the quality or authenticity of these items.
It is for this reason that we have stopped selling charts of all our kits.
Can I use your charts to stitch up and resell?
As above - all our Jacqui's designs are strictly copyrighted under international law.
Jacqui as the designer retails full copyright of all items - and when sold the items are licensed for personal one time use.
It is illegal to photocopy / distribute / profitably gain from any designs or patterns. This even includes printed works in magazines / books
Jacqui's designs are her livelihood which I am sure you can appreciate, and these legalities are standard practise
She does extend licenses to third parties to produce her work in selected forms - but these are under contract.
If you are interested in any licensing matters please just ask.
How big are your cross stitch kits and other items?
Each design varies in size - so please refer to the individual item description for further information. If you have any questions - please use the HQ HELP live chat
Are the cross stitch patterns printed onto the canvas?
NO we work with counted cross stitch - each square on the pattern = 1 stitch on the canvas. We think you get a much better pattern definition this way.
What are the embroidery patterns like?
The embroidery patterns are black outlines on white paper which can be increased or reduced in size according to your requirements. Each pattern comes with instructions of how to use it - but if you have ordered the PDF format, you will either need some craft transfer paper or an embroidery pen to transfer the design onto your fabric. Why not look at our HOW TO section which has more tips
How are the prints framed?
Our local framer is second to none. He frames for the likes of Paul Smith (who ship to him every week) as well as top London Galleries. We are so proud that he has taken on our work and the finish is lovely. He uses top grade smooth finish matt painted wood frames (22-40mm depending on the frame) which is cut, glued and fixed in house. The white core black and snow white thick mounts are cut by hand to fit each piece. They are then finished with top grade acrylic - which has 99% clarity, without the health and safety and breakage problems of glass. It actually costs us more! They are pre strapped ready to hang. This process takes in itself 7 days due to the work log we now have and the handi work involved.
Our frames are NOT cheap. The quality speaks for itself.
Do you sell to trade?
Yes we do! We also work on exclusive collaborations with retailers and designers. Please just ask
Do you take bespoke commissions / do collaborations?
YES (at the moment!). Jacqui still personally artworks all of our products - and the demand for her work is growing. She has recently completed projects for Sky One, the BBC, Dame Jacqueline Wilson, as well as her regular column and editorial designs... plus her new book which is out in 2012. Please contact us about your project and we will see what we can do.
How do I return an order?
Simply log into your account at the top of the page. In the MY ACCOUNT section you will see how to register a return. Please refer to our TERMS and CONDITIONS for our full returns policy.
How do I use store credit / gift vouchers?
You can see how much store credit / gift vouchers you have in the MY ACCOUNT section. This will simply be deducted at checkout. First time registering the Gift Voucher, you will have to enter the code in the side panel at check out.
Anything else? Please contact us for more details...