Colour Information
Although every effort has been made regarding colour correctness, please be aware that product colours may differ from those on screen. This is because every computer monitor can be set to different levels of colour, brightness and contrast.
Making a Purchase:
There are currently 3 ways in which you can place an order and make payment:
By on-line shopping cart:
Making a purchase could not be easier. Just browse our Catalog, and click on any items that you wish to buy and put them into the shopping cart. After you have finished your selection, click on “Check Out Now”. If you experience any difficulties you can, if you prefer, email us with your order and we will send you a paypal invoice in return.
Bank Cheque Payments (UK Customers Only):
Alternatively you can send in your written order and pay by cheque. However, I can only accept cheques and postal orders which are drawn on a British Bank in £ Sterling. If you wish to pay by cheque (must be made payable to N Smith) please send your order and payment to:
Nicola Smith
84 Stanley Avenue
Baffins
Portsmouth, Hampshire
PO3 6PW
By email and paypal
Alternatively, you can email me with your order and in return I will send you a paypal invoice in return. Unfortunately, this is now the only way to place an order if you are living in South Africa.
Postage Rates:
For UK Customers: £3.65
For European Customers: £16.80
For USA: £16.00
For Rest of the World – Zone 1: £7.70
Oceana – Zone 2: £9.40
The postage rates are worked out for the average package weight.
Unfortunately, due to issues experienced with posting orders to South Africa, I will not be able to post items unless you are willing to pay for postage and tracking. If you do still wish to order you will need to email me direct as you will no longer be able to order through the website.
IMPORTANT INFORMATION FOR CUSTOMERS OUTSIDE OF THE UK
Customs Fees
Overseas deliveries can be subject to Customs fees, these are beyond our control. They vary from country to country and delivery to delivery depending on the goods ordered.
For the majority of EU countries, these charges are applied at Checkout, however there are some exceptions to this rule due to individual country rulings on top of the EU rulings. We pay these charges back to the local authority of each country, we do not make any profit from these charges. We have no way of accurately calculating customs fees, taxes, duties, etc until after an order is placed and we go to the Post Office to post it. We have therefore set fixed postal costs to speed up the ordering process. Should the amount you pay exceed the actual cost of the custom fees and postal charges you will be refunded the difference.
The system has been changed to ensure a smoother delivery as it mitigates the need for local Customs teams to try and contact you, the customer, to have fees paid before delivery is attempted. For countries charged at Checkout, the new system means you have paid the fees in advance and the parcel should be delivered to you as quickly as the postal service can get it to you.
Any parcel sent overseas where duties are possibly due on Delivery, the Customs team of your local delivery service will contact you to arrange payment before the parcel will be delivered to you. If you refuse to pay these charges, your order will be returned to sender. Once received back, we will refund the items in your order but will not refund the postage charged as we have sent the order in good faith.
Despatch of Orders:
Yet again the Post Office has made significant changes to it’s postal rates. So please note the following:
All items will be posted in the UK by Second Class post and by Airmail for outside the UK. I always obtain proof of posting. Should a parcel go missing in the post I will happily forward the proof of posting note to you so that you can make a claim against the Post Office. All missing items must be reported within a month of the ordering date. However, will you please note that the normal postal service now only insures packages up to £20.00. If your order is greater than this amount you may wish to consider additional insurance. If this is the case please email me prior to placing your order as it will incur extra charges.
Stock is normally despatched within 2 – 14 working days from receipt of order. If items are out of stock we will keep it on back order unless you advise otherwise, or in the adverse case that it is end of line, you will be refunded. Depending on workload individually knitted items may take longer; you should allow at least 6 weeks from date of order.
Return Policy:
I always aim to give you complete satisfaction, however, in the unlikely event that you are not entirely satisfied with your purchase please return all items in their original condition and packaging within 14 days. However, please note that patterns cannot be returned or refunded, should you have any problems please contact me.
Unless the items were sent out incorrectly the buyers are responsible for the return postage and packing costs.
If an item is damaged in the post you must return the items with the original packaging within 7 days.
Queries:
If you have any queries, I can be contacted by email at mail@theknittinglady.co.uk.
PRIVACY
Any personal information given to us is held in the strictest confidence. We only use your information to fill your order. We do not sell or share it with anyone or any company or business. We do not receive or store any personal financial information. We use PayPal as our online payment system for their high security. At no time are credit/debit card numbers held or shown in clear text within our web site.