Home Crafts Unlimited (UK) About Us
CODE OF PRACTICE / TERMS & CONDITIONS

As Crafts Unlimited, I have been designing and manufacturing cross stitch kits since 1993 and I ran a Doll's Hospital between 1992 and 2011.  I have been trading on the web since Christmas 1997 and have established my own code of practice.  This is the way I treat my customers and I would love it if all companies did the same. - Hilary
          
  • Contacts/Customer Service
    See the Contact Me link on the shopping site front page for contact details.
              
  • Dispatch
    Orders will not be dispatched until payment is received and then the majority of goods will be dispatched the same day or the next possible posting day. In extreme conditions (staff holidays) this may extend to within 7 days of payment. If your order has not arrived within 14 days then please contact me.  Items damaged during shipment should be returned within 7 days.
             
  • Cancellation policy
    Should you wish to cancel a standard (non-personalised) kit/chart order, please notify me within 7 days of delivery and return the goods (at your expense) to me undamaged .  Once the goods arrive (undamaged) then I will arrange an immediate refund of the cost of the goods (order cost less the original postage).
              
  • Complaints Procedure
    Kits are made from the highest quality materials and every effort is made to ensure that you are completely satisfied with your purchase, my aim is to delight my customers so you come back for more.  My complaints procedure is straightforward. If you have a complaint, please let me know by telephone, email, or snail-mail and I will do everything possible to resolve it.  If I cannot resolve it within 2 weeks then I promise an immediate full refund.  In the unlikely event of kit component problems, this will be rectified by return of post.
             
  • Security
    Credit/Debit Card Payment details
    Credit/Debit-card number/expiry details are handled exclusively by Nochex (or PayPal if you choose to pay with a credit/debit card with them) via a secure encrypted connection, I do NOT have access to your credit/debit-card details.
             
    Order details
    Your order details (items ordered, name, address, telephone/fax numbers and email address)
    are automatically passed direct to me via normal email facilities.  For credit/debit-card orders they are also passed via a secure connection to Nochex (or PayPal if you choose to pay with a Paypal account or credit/debit card with them), who handle my secure credit/debit-card facilities, for payment authentication.
             
  • Privacy
    Personal Details
    Your personal details (name, address, e-mail address etc) are used for no purpose other than to fulfill your order, to contact you by email if you have subscribed to the mailing list and also for fraud prevention purposes (See Data Protection).  I maintain the mailing list, NOT a third party.  Your personal details will not be passed to any third party and you will not receive unsolicited mail - UNLESS YOU PAY FOR ANYTHING USING PayPal (see below).  Note that if you pay for anything using PayPal or Nochex then these transactions will be subject to the PayPal Privacy Policy or the Nochex Privacy Policy.

    If you pay for anything using PayPal then THEY may disclose your details to marketing companies if you are a registered PayPal user.  When PayPal changed their Privacy Policy on 1st June 2010 to show this, we made sure that we had another way of authorising credit/debit card payments - we asked Nochex to perform this function because they DO NOT release any of OUR (or YOUR) data to marketing companies.  We've retained the ability for customers to pay with a PayPal account (for those who wish it) and that function ALSO allows payment by credit/debit card - but be warned that if you are a registered PayPal user and pay using PayPal then your privacy is at risk.
                     
  • Data Protection
    We will use your details for fraud prevention purposes. We will check your details with fraud prevention agencies and if you give us false or inaccurate information and we suspect fraud, we will record this.

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