We have listed some of the regular questions we are
asked about our web site and products. If you do not find an answer to
your own questions, please feel free to contact us.
When will I receive my order?
We display the estimated date of despatch alongside each item of stock. If
the product is in stock then it will be despatched First Class for you to
receive the next working day (UK orders only). Please make sure you order
before 1pm if you wish to receive any items that are in stock for the next
We use best endeavours to show accurate stock levels, however, very rarely,
there my be an error in our stocking system. If this occurs, we will advise as
to when we expect replenishment stock and will ship your order as soon as we
receive stock. We will always ship any in-stock items same working day leaving
the out-of-stock item on back-order. If there is a back-order where you are to
receive more than one parcel, we only charge you postage once per order where
postage charges are applicable.
Please note that Royal Mail does not guarantee next day for 1st class post in
How do I shop at Superstitcher?
|Estimated Delivery Times
|UK, CI, IOM, BFPO
|"Royal Mail 1st Class" 1-3 working days
||"Royal Mail International Signed For" 5-7 working days
|Rest of World
||"Royal Mail International Signed For" 5-10 working days
Is VAT included in your prices?
to see our 'How to Shop' help page.
to see our 'Terms and Conditions' help page.
to find out about Postage and Delivery.
Click here to find out about Currency
All the prices quoted on our website include VAT. The VAT element of your
invoice will be displayed to you at checkout.
For non-EC customers, we do not charge you VAT and the VAT element of the price
will be removed during the checkout process.
What do I do if I'm having a problem processing my order through Protx?
Protx does a number of security checks so you need to ensure that the
following information is entered correctly in the Protx screens:
Security Code - to match the 3 digits on the back of your card.
Post Code - to match the post code where you receive your card statement.
Address - to match the address where you receive your card statement - this is
passed automatically from Superstitcher (your invoice address). If your
card statement goes to another address, you will have to change the address in
Country - to match the country where you receive your card statement.
Should you still be unsuccessful, please do not hesitate to contact us by
email or by telephone. We will have a copy of your failed order and will
be able to enter it through Protx on your behalf.
What is 3D-Secure?
3D-Secure is an additional security precaution that was established by the
banking industry to combact online fraud. If you have registered to use 3D
Secure on your credit or debit card then you will need to enter your 3D Secure
password when you go through checkout. If you have any queries about this
please contact us, or if you have a problem with a password or registration
please contact your bank directly
I'm from the British Forces and based overseas. How do you treat UK VAT?
Customs and Excise have allowed us to not charge UK VAT for non-UK BFPO
addresses. All you need do is select "BFPO - United Kingdom" as your
country when entering your address during checkout and VAT will be
automatically removed from your order.
I live in the Channel Islands where we are exempt from UK VAT, how does this
work on your site?
Our system will automatically remove VAT from our prices during checkout.
All you need do is select "Channel Islands" as your country when entering your
address during checkout and VAT will be automatically removed from your order.
Are my personal details safe if I become a Super Member?
Yes! We use several types of security to ensure that no-one can get to
your personal details. To become a member of our cross stitch club,
simply click on the SUPER MEMBERS link at the top of every page, answer a few
basic questions and thats it!
Can I visit your shop?
As a Super Member you will save 5% on every order with
us, you can review any of our products for other members to read, update your
own details, opt-in or out of our newsletter and you will soon be able to
track your orders in your own unique membership pages.
You will also benefit from our unique one-click checkout process, so you do not
have to fill in your details every time you place an order.
We are purely an internet based shop. This allows us to keep our
overheads and operating costs low so that we can provide great discounts to our
Who is Superstitcher?
We are a Surrey-based company who We are a Sussex-based company who are dedicated to the world of cross
stitching. We are owned by Stitcher Limited.
All of the items listed on our website are kept in stock and we work
closely with our suppliers to ensure that we are not only stocking their
popular lines, but also bringing our customers new developments as soon as
they come to market. We continually review our product ranges
and we add new products to our site each week - we don't use "New" labels as we
find these resource-intensive to maintain. It's worth keeping an eye on
your favourite designers to check for new developments.
Please click here to read more about us.
What guarantees do I have?
Like all internet shops, we are governed by Acts of Parliament. Please
click here to read our terms and conditions, and more about your rights
as our customer.
How do I pay?
You can pay using most major credit andYou can pay using most major credit and debit cards. We use the
Protx service to provide you with the
securest means of making payments on the internet.