gardengateknitsewcraft.co.uk FAQsFrequently Asked Questions We have provided this information to help you and to save time in exchanging emails with customers, as the questions listed below are asked frequently. Please use the search box on the homepage to find a particular product as this may save you time in searching through different categories for the item you require. Due to the high volume of emails that we receive each day, we will be unable to reply to your message if the question is already answered on this page/website! Q. How do I contact Gardengate Knit Sew Craft? A. If you have any questions, please email using the “contact us” form on our website and we will reply to you as soon as possible, during office opening hours (excluding weekends, public holidays, seasonal closure and essential teabreaks!). Q. What countries do you deliver to? A. We currently despatch goods to mainland UK, Channel Islands, Scottish Highlands, Isle of Man, Isle of Wight, Europe, Australia, and Canada. We use a banded weight format pricing structure for postage to Europe, Canada and Australia. If your country is outside the delivery zones currently displayed at checkout, please email with details of the product/s that you require and we will provide a shipping cost for the goods to be sent using Royal Mail's trackable delivery method. Payment for purchases is to be made by PayPal or Google Checkout/Google Wallet, in GB Pounds Sterling, and the goods will be sent to the address on your PayPal or Google Checkout payment notifcation and cannot be sent to a different delivery address. Q. How much is your delivery charge? A. Our mainland UK standard delivery charge is £2.55 no matter how much you buy. Different postage options are available at checkout. We also offer the option of Royal Mail Special Delivery Next Working Day Before 1pm postage. This is only available for orders placed Monday to Friday and is charged in a banded weight format, and only applicable to orders placed before 12 noon to allow us sufficient processing, packaging and despatch time. Orders placed after 12 noon where the Special Delivery Next Working Day 1pm option has been selected, will be processed and despatched the following working day. We do not offer a Next Day Saturday delivery service. Postal charges for deliveries to Europe start from £2.35 for a package weighing under 100g, increasing in a banded weight format. We also offer the option of two different flat rates of £12.99 for one parcel up to 1 kilo in weight sent by a trackable delivery service, or £16.99 for one parcel up to 2 kilo in weight sent by a trackable delivery service. Please note that two kilo's is the individual parcel weight limit set by Royal Mail for airmail parcels. We cannot send goods in one parcel weighing more than 2 kilo but we are able to accept two separate orders if the weight of your parcel exceeds the maximum 2 kilo limit. We reserve the right to split high value/large orders into separate parcels, if deemed necessary. Goods will only be sent to the address on your payment notification and cannot be delivered elsewhere. Q. How long does it take to process an order? A. Once you have placed your order, it will be handled quickly and efficiently. We do our absolute best to process and despatch orders within 1 to 2 days (Monday to Friday, excluding weekends, bank holidays, seasonal closure and weather permitting in extreme weather conditions) of the order being placed on our website and cleared payment being received. However, during busy periods this time frame may increase and we will endeavour to despatch orders as soon as possible. If despatch of your order is delayed due to severe weather conditions, we will, of course, notify you at the earliest opportunity. Q. Is my payment secure? A. You can breathe easily when you shop with us because payments are processed securely by either Google Wallet/Google Checkout (Shopping) or PayPal. You do not need to have a PayPal account to send a payment. PayPal and Google Wallet/Google Checkout are the safe, simple way to pay for your goods online with your debit or credit card, without sharing your financial information. PayPal and Google Checkout adheres to stringent levels of fraud screening, ensuring that your details remain secure throughout the transaction process. As all payments for goods are processed via PayPal/Google Wallet (Google Checkout), we do not hold or have access to any of your debit/credit card details. Please make sure you’ve entered your contact details accurately. Once you’ve placed an order with us, we’ll send you an acknowledgement email with your order number, and details of the goods you have ordered. Q. How do I place an order? A. Shopping is quick and easy on our website. Just browse around our shop and when you find the item that you require just click “add to basket”. If you require only one item you can click the “Proceed to Checkout” button. If you haven’t finished shopping, just click on the “Continue Shopping” button to return to the shop front page. When you are ready to pay for your order, clicking the “Proceed to Checkout” button will take you to a summary screen with your order details and a choice of postage options. If you have a discount code, please enter it in the box provided and click “Redeem”. Next, select your country from the dropdown menu, postage method, and how you would like to pay, either PayPal or Google Wallet/Google Checkout. After selecting your payment method, please enter your billing/delivery address details. Please ensure that a valid telephone number and email address are supplied, in case we need to contact you about your order. Please click the “Continue” button to confirm your order. Finally, just click on the PayPal “Pay Online” or “Google Shopping” payment button to complete your purchase. We will send you an email to confirm your order details, and a despatch confirmation email when your order has been carefully packed and sent. Q. My order won’t go through at checkout? A. If you encounter a problem with your online order, it may simply be that you do not have “cookies” enabled in your web browser and you will receive a message to this effect from our server. A cookie (not the biscuit kind!) is a piece of text stored by a computer user’s web browser. Contrary to popular belief, a cookie is not a program and should not be confused with viruses. Cookies by themselves are not malicious. A cookie can be used for storing site preferences and shopping cart contents. Cookies are not executable and because they cannot replicate themselves, they are not viruses. Most modern web browsers allow users to decide whether to accept cookies, but rejecting cookies renders some websites unusable and will not allow the user to view the entire website or to complete the checkout process. Enabling cookies does not allow our website to access your computer or your personal files. Cookies can help your shopping experience be more efficient – have you ever put something in a virtual shopping basket at an online store then returned a few days later to find the products still in the basket? That is an example of a cookie at work (and being very helpful!). Q. Do you send out samples? A. Sorry, we do not send out samples of goods, narrow fabrics, yarn, etc., as we feel that the descriptions of goods on our website is sufficient and, in the majority of cases, self explanatory! Also, manufacturers change product colours, shading and design frequently, resulting in samples becoming quickly out of date! Q. Can I collect my order? A. Sorry, our business is internet based and, for Health & Safety reasons, we cannot allow visitors at our distribution unit Q. How long will it take to receive my order? A. We are proud of our fast weekday turnaround when processing orders but we cannot be held responsible for Royal Mail's delivery times once your order has been despatched. Our mainland UK standard delivery charge is for second class mail and Royal mail aim to deliver this by the third working day after posting, but this is not guaranteed. If you select the quicker, first class postage option at checkout, delivery can be the next day after posting, but this is also not guaranteed by Royal Mail. During busy times when Royal Mail is processing high volumes of mail, delivery times can be delayed and this is beyond our control. If your order is delayed, please allow 7 working days (Monday to Friday) from the date of despatch before enquiring about your order, unless you have paid for a courier delivery service at checkout. Orders outside the UK should allow between 7 days and up to 25 days for delivery. If your order is urgent and you require your goods before a certain date, i.e. birthday or other special occasion, please factor in enough time for your order to be processed and delivered, or contact us for a guaranteed delivery cost (mainland UK). Orders are picked and packed strictly in order of arriving on our website. If you would like to pay postage to guarantee next day delivery (UK only), please contact us before placing your order. Q. Do you accept any other payment methods? A. Because we are an ecommerce business, we can only accept payment for goods through our website. Payment is processed securely through PayPal and Google Wallet/Google Checkout and you do not need to have a PayPal account to pay for your goods. We do not accept cheque or postal order payments as stock remains offline for a considerable period of time due to bank clearance times. Paying for your order online is the quickest way of receiving your goods and provides peace of mind for all. Q. My order was accepted but I have not received your confirmation A. Order confirmation emails are sent automatically from our website when the checkout process has been successfully completed. If you do not receive an order confirmation email, it could be because you have supplied an incorrect email address, or the email has been sent straight to your “spam” or junk folder. Yahoo, Gmail (googlemail), AOL, Hotmail, and most other free email providers, will often screen out business emails with spam blocking filters if the sender is not on your “trusted” senders list. Please check your “spam” or junk mail folder as our confirmation email may be there! Q. Can you tell me the dyelot number (wool/crochet cotton)? A. Sorry, no. We have too much yarn to allocate staff time searching for particular dyelot numbers. Q. Do you have xxxxxx (a certain product) in your shop? A. If the product that you are looking for is not currently listed in our shop, then we currently do not stock it. Q. Do you sell wholesale or reduce prices for bulk purchases? A. Sorry, we do not sell stock wholesale as we are a retail business and not a distributor. We consider our prices to be very competitive and prefer to pass this on to our customers in the reasonable amount that we charge for goods. We do not offer discounts if you buy a large quantity of the same item and we are not at liberty to reveal our trade suppliers. Q. Do you have a retail outlet/shop that I can visit? A. We are an ecommerce business based in the heart of Kent and have been trading successfully online, offering premium brands at low prices, since 2004. We do not have a "bricks and mortar" shop as this would mean much higher prices for our customers owing to the additional costs involved. Q. Do you have a recycling policy? A. We try to use recyclable, recycled and sustainable packaging for our customer’s orders, whenever it is possible, which is good news for the environment! You may find that your order is packed with packaging that we originally received from one of our suppliers. For example, when sending some “cut to order” narrow fabrics, we may sometimes use backing card that is supplied with products we buy-in, to wrap many metres of tape around (it also helps the tape arrive in the best possible condition). We also keep all of the shrink-wrap type cello paper that the suppliers send us as this is perfect for wrapping some of our haberdashery products! We would be delighted if you in turn could recycle the packaging that we send with your order. Our office (and home) paper waste is also recycled. Q. Do you have a catalogue? A. We do not publish a paper catalogue of our products because our large range of stock is continuously being added to and a catalogue would actually add to the UK's mountain of waste paper when it quickly becomes out of date!
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