We fully comply with the United Kingdom Distance Selling Regulations, however they do NOT apply to downloadable products, so we are unable to refund any payments on downloaded files. In the case of downloaded Knitware Design programs, we are unable to refund any payment after the serial number has been issued. If you are having problems with your download, the first thing to do is check our FAQ page.
IMPORTANT: All customers purchasing a download are required to either 1) use the download link in their email or 2) check their account on this website no later than 72 hours (3 days) after confirmation of payment, to access the link to download the file. Failure to check your account within the specified time will mean that the file will no longer be available to you.
Distance Selling Regulations (DSR)
We fully comply with the UK Distance Selling Regulations, which can be seen at http://www.opsi.gov.uk/si/si2000/20002334.htm
These regulations do NOT apply to downloadable products, please see above.
1) We are totally responsible for delivering all paid orders to all customers. Any orders either lost or damaged in the post will either be replaced free of charge (if available) or fully refunded without question.
2) We may at our discretion send packages either by Recorded (Signed For) Delivery, or by Special (Next Day) Delivery. Whether we use these signed for services or not, all packages are fully insured.
3) We do NOT charge our customers any extra postage for insurance. We are fully and entirely responsible for the cost of any insurance, as it is for our benefit only. Please see 1) above.
4) All customers have a right to cancel or return their order within 7 (seven) days of receipt. Please see our Returns section below.
Orders posted to the United Kingdom will be sent by either First Class post, Royal Mail Standard Parcels, Business Post or FedEx depending on the total size/weight. Orders to Europe and the rest of the world (including the United States) will be sent by Royal Mail Airmail which normally takes around 7 - 14 days for delivery.
All orders are charged in GB Pounds. A link is provided on each page of the store to show an approximate conversion to other currencies. These currency conversions are intended to be guide prices only, and are not used during any part of the payment process.
All orders are processed promptly and will normally be despatched on the same or next business day after your order has been received. You will be kept fully informed, both by email and in your personal Control Panel as to the status of your order. You can check the progress of your order at any time by logging into your customised Control Panel, or you may contact us using the details on our contact page. At particularly busy times of the year - for example in the weeks leading up to Christmas - there may be delays in the postal system which are entirely out of our control.
All products are insured during transit and any damaged or faulty goods will be replaced, refunded in full or exchanged without question. If you change your mind and decide the product is not what you wanted, you can return it for a full refund (less postage costs) within 7 (seven) days of receipt, provided the product is unused and/or any seals are unbroken. Due to their nature, books, magazines, patterns and CDs can only be returned for a full refund or exchange if found to be faulty.
Last updated 26 May 2007