Superstitcher - We'll keep you in stitches 
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* Frequently Asked Questions *

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 working day.

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 the UK.
Estimated Delivery Times
UK, CI, IOM, BFPO
"Royal Mail 1st Class" 1-3 working days
Europe "Royal Mail International Signed For" 5-7 working days
Rest of World "Royal Mail International Signed For" 5-10 working days

How do I shop at Superstitcher?
  • Click here to see our 'How to Shop' help page. 
  • Click here to see our 'Terms and Conditions' help page. 
  • Click here to find out about Postage and Delivery. 
  • Click here to find out about Currency Conversion. 
Is VAT included in your prices?

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 Protx.
  • 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!

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. 

Can I visit your shop?

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 customers. 

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. 

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