Getting Started Here are some answers to questions about our web site and mail order service. If you need more help, please email stitchdirect@ccpuk.co.uk. How do I navigate around the shop? There are many ways to browse our shop. All the main features of Stitch Direct can be easily reached through the main navigation bar to the left of your screen. Choose a category in the main navigation bar, then click on a subject which interests you. For more details or to order any of the products shown just click a picture or hypertext link. If you have an idea of what you are looking for then use the Search facility located in the top right of the web page. This will accept product codes as well as key word descriptions. For example if you have a copy of our catalogue and know the code of the item you want to purchase, type this into the search box - this will automatically take you to the page for this item. Alternatively choose key words (such as bell pull) and this should select any items with these words in their descriptions, from bell pull ends to kits, charts and packs. You can also use the 'Browse by Subject' drop down list box also located in the top right of each web page. All of our designs are categorised by subject, so if you have a particular interest in, for example, cats just select this from the drop down list. How do I place an order? The shopping basket is an easy to use service that allows you to browse the shop and select as many items as you want. When you have finished browsing you can click on the 'View Basket' button at the right of the screen and review the contents of your basket. This page also gives you the opportunity to adjust the quantity required or delete unwanted items. You can view the contents of your shopping basket at any time by clicking on the 'View Basket' button at the right of the screen. Finally, after checking the contents of your shopping basket, you can proceed through the 'Checkout'. This will take you to our secure server area for you to input your details for delivery and payment. Please check that all your details are correct before confirming your order.

How do I know my order has been received? We will send you an email to confirm the receipt and details of your order. How do I pay for my order? Stitch Direct accepts VISA Credit, MasterCard Credit, VISA DELTA Debit, Switch/UK Maestro, SOLO Debit and VISA ELECTRON Debit cards. All you need to do is fill in the forms as you proceed through our secure checkout. If you would like to pay by cheque or postal order, please see our printed catalogue. For your free 64 page catalogue please email stitchdirect@ccpuk.co.uk stating you would like a catalogue and give your mailing address. Alternatively you can write to us with your order details. Please give the product code and a description of each item you would like to order, your full name and address and a daytime telephone number so we can contact you in case of query. Please make cheques and postal orders payable to 'Stitch Direct'. We can only accept sterling cheques drawn on a UK bank. How will my order be despatched? Please see our Shipping and Returns information page. What are the postage and packing charges? Please see our Shipping and Returns information page. How safe are my credit card details? Security is one of our highest priorities and we take every precaution to protect your personal information both online and offline. Information requested when registering or ordering goods (including your credit/debit card details) is encrypted with SSL (Secure Socket Layer), the industry standard encryption software. Comodo provides our SSL security. To help us keep your personal information strictly confidential you should keep your password secret. While we use SSL encryption to protect sensitive information online, we also protect your personal details offline. All employees are kept up-to-date on our security and privacy practices. If you have any questions about the security of our website, you can send an email to stitchdirect@ccpuk.co.uk.

How do I cancel an order once I have placed it? Orders can be cancelled at any time prior to despatch. Just email stitchdirect@ccpuk.co.uk quoting 'Cancellation' in the subject header and stating the item(s) you wish to cancel and the order reference in the body of the email. When will I receive my goods? Please see our Shipping and Returns information page. What should I do if my order fails to arrive? If your order fails to arrive within 28 days please contact stitchdirect@ccpuk.co.uk. Can I order in a currency other than £ sterling? All prices are in £ sterling. Credit card transactions in other currencies will be converted into £ sterling by your bank/card company at their current conversion rate on despatch of your goods. For an idea of the latest conversion rates use this Currency Converter. How do I return goods? Please see our Shipping and Returns information page. How do I contact Stitch Direct? Email: stitchdirect@ccpuk.co.uk. Post: Stitch Direct Well Oast Brenley Lane Faversham Kent ME13 9LY England Tel: +44 (0) 1227 750215 Fax: +44 (0) 1227 750813

Do I have to pay VAT? VAT (value added tax) is charged on most goods and services within the European Union. Books and magazines are zero rated in the UK. For most other items the rate is 17.5%. The prices displayed on the site are inclusive of UK VAT where applicable. You will not pay VAT on orders delivered to countries outside the European Union. The adjusted price will be calculated as you proceed through checkout. The present member states of the EU are: Austria, Belgium, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, The Netherlands and United Kingdom.