This web site is owned and operated by Avidstitch who are completely dedicated to your total satisfaction. If you have any suggestions or comments or if you need to contact us, please email us.

Our Contact details:
Avidstitch
5a Park Avenue BEDFORD England MK40 2.JY United Kingdom Mainland
Phone: 01234 327518
Fax:
Email: sarah [at] avidstitch [dot] co [dot] uk



BY PLACING AN ORDER WITH US YOU ARE AGREEING TO THE TERMS AND CONDITIONS BELOW. Therefore, we strongly recommend that you read it all, and in particular the section Delivery Schedule. If there is anything that you do not understand, please contact us.

DISCOUNT: We give everybody a discount of £5 off a frame when ordering the frame with the kit in the option with the kit product. The frame prices in the Frames section are the full prices, for ordering on their own.

Making a purchase could not be easier. Just browse our store, and add any items that you wish to buy into the shopping cart. After adding an item it will briefly show you your cart contents (basket) and then go back to where you were. After you have finished your selection, click 'View Cart', make any alterations, and when you are happy click 'Checkout' and you will be prompted for information that we need to be able to complete the order. You can make any alterations to your shopping cart, address or delivery details up to the point that you click the final Next button after completing your payment details. If you find after completing your order that you have made a mistake somewhere, you should contact us immediately by telephone or email.

We accept CREDIT and DEBIT card payment. If you are shopping from outside the UK, place your order and your credit card company will convert the transaction into your own currency. We also accept orders where you will be paying by PAYPAL - we despatch the goods after we have received your payment, and confirm by email. All payments are made with a payment service provider - no payment details are handled by Avid. You select your payment method on SagePay and then either proceed on SagePay or are taken to PayPal if that is what you have selected.

We accept Visa, Mastercard, Visa Debit, and Maestro. Payment is taken on the Opayo (formerly SagePay) website, and is totally secure, with your details not seen by any human being, not even ourselves.

You will be sent an automatic confirmation email from us. If you fail to supply a correctly typed and valid email address, or your isp or your software rejects our emails as spam, you will obviously not be able to receive the emails that we send. If you have any problem arising from the order confirmation, please do not hesitate to contact us.

When we successfully receive an order with payment, whether by credit or debit card or by PayPal, you will be sent an email automatically to the email address that you typed, confirming receipt of order, followed by an email confirming despatch. If you do not receive these emails you should contact us; though it may be that you had typed your email address incorrectly, it may be because of some glitch on PayPal or SagePay which meant that we did not receive notification of your successful payment, though this is very rare. Unless you contact us we may not realise the situation.

See Delivery Schedule for details of when goods are despatched and how.

Delivery Charges

Orders to anywhere in the UK are £3.30 per order up to 1kg packed weight, up to a maximum of £5.20. The carriage charge calculates automatically based on weight and destination.

Orders to all countries outside the UK are also based on weight and destination (Europe or Rest of World). For example, a package weighing up to 200g packed is £7.82 (this could contain several kits). A package weighing 1.5kg (could contain a frame and kit or two) would typically be £14.99. When you place your order the system will calculate the amount automatically. You will see the carriage/shipping charge before you make payment, and are able to change your order.

Orders placed by 2.50 pm British time are normally despatched on the same day, except Saturdays, Sundays and Bank Holidays. Orders placed after 3.15 pm are despatched the next working day. Orders placed on Friday evening, Saturday or Sunday are despatched on Monday provided Monday is not a Bank Holiday. You may request a delayed despatch when placing your order, using the Shipping Note.

ALL DESPATCHES are dependent on carriers being able to collect from us in adverse weather conditions, and ALL DELIVERIES are dependent on weather conditions. Neither ourselves nor the carriers can control the weather!

The shop system automatically calculates the packed weight of your parcel and selects the possible choices available to you for despatch using this information and the country the goods are being despatched to.

Goods are normally delivered in the UK within 3 working days of despatch. Delivery of packages going overseas will vary with country, but typically is within 6 working days for most countries. If delivery has taken longer than we tell you in the confirmation email, we recommend that you track the parcel with the tracking information that we gave you.

The system automatically sends you an order shipped email, which contains details of the despatch, expected delivery, and tracking information so that you can track the package. If you do not receive this it may be because you made an error when typing in your email address, you are over quota on your email account, or you or your isp have filtered the email as spam.

In all cases, if there is a possibility that no-one will be in at your address to receive goods on the anticipated date of delivery, please either give a different address for delivery (work, neighbour, friend), or supply a safe place instruction when placing your order (in shipping section); for example "If no reply please deliver to neighbour", "If no reply please leave under table in back garden", "If no reply please leave in shed". We need to have this instruction before the goods are despatched.

If you are not in at the time of delivery and have not provided a leave-safe instruction, the delivery person will leave a card for you to respond to. You will need to respond to this. You can also track the package yourself and read and act on any message that it brings up as appropriate. If it is past the expected date of delivery and you have not received a card we strongly recommend that you track the package. You will also receive emails from the carrier regarding your delivery.

You agree that proof of delivery supplied by the delivery service is sufficient evidence to establish that goods have been received.

We produce all the kits ourselves, so there is never a problem with stock availability of the kits.

We are no longer registered for VAT as our turnover is well below the VAT threshold.

We do not handle, access or store anybody's payment details. When an order is placed on our website, after completing your order, you are taken to SagePay payment gateway website, which is not part of our website. SagePay is totally secure, your details are not seen by anybody and they do not save anybody's card details in full on their site.

We do not have an online customer database, making our website particularly secure as there is no personal information available to be hacked. When you chose "Remember Me" for your address details etc, and also when you Save your basket for future use, this data is not saved by us on our website, but is saved by you on your computer as cookies.

All the products on our website should reach you in perfect condition. If they reach you in imperfect condition, or are not the correct products that you ordered, we shall gladly refund or exchange. If you made a mistake and would like to return the goods for a refund, you can do this provided that you do so within 14 days of receiving the goods, and that the goods are unopened. Full details of the kits and frames are given on this website, and are also visible on the products without opening, so you should check before opening.

If you need to reach us, please email us, alternatively, you can call on 01234 327518 (International +44 01234 327518 or write to us at 5a Park Avenue BEDFORD England MK40 2.JY United Kingdom Mainland

THIRD PARTY

Avidstitch do not disclose buyers' information to third parties other than to the payment service provider (SagePay and/or PayPal) to process your payment, and to the carrier (Royal Mail, UKMail or DHL) to deliver your goods and notify you regarding this. In all these cases, the third party will not disclose any of the details to any other party, other than to your bank for fraud checks.

COOKIES

Cookies are used on this shopping site where they are strictly necessary for the site functionality. They are used to aid navigation, and to keep track of the contents of your shopping cart. If you select the 'Remember Me' Option in the checkout, a cookie will be used to remember your details. You can turn off cookies by blocking them in your browser Privacy settings. If you turn off cookies, you will be unable to place orders or benefit from the other features that use them.

HOW WE USE YOUR DATA

Data collected by this site is used to:

a. Process, despatch and deliver your order.
b. Provide legally required documents for the HMRC.

WHAT DATA WE COLLECT FROM YOU

Personal details required when ordering are your name and address, the name and address for delivery if different, your telephone number and your email address. This information is needed for the processing of your payment by the payment provider, the despatch and delivery of your goods, and for us and the carrier to notify you about delivery and to contact you regarding any problem. We do not request from you, or handle, access or store, any other personal details.

HOW LONG WE KEEP THE DATA

Details are only kept for as long as required to fulfil and deliver orders, and to meet legal requirements.

YOUR RIGHTS

You can at any time request your personal details to be deleted. These cannot be deleted from invoices legally required for Her Majesty's Revenue and Customs (HMRC). The corresponding orders in our offline bookkeeping software can be deleted.

WHERE DETAILS ARE KEPT

All customers have invoices and their linked customer files stored offline in our bookkeeping software. These have to be kept for at least 5 years for HMRC, but can be deleted after that. Customers' orders are stored securely offline in our book-keeping software and securely in our shopping cart software online and offline. These can be deleted by request at any time. The orders are deleted routinely after a couple of years.

THE SECURITY OF YOUR DATA

Your personal details online are entered only on secure pages, with ssl encryption, identified with https and a padlock in the address in your browser. These pages are in the Checkout. The payment service providers are totally secure. Offline, our computers are protected by firewalls, separate logins for each computer, and separate logins for each relevant item of software, including the shopping cart software and book-keeping software. Anti-virus, malware and intruder detection sofware is continuously running and updated.

Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm. Returns to us because you have changed your mind for any reason, are returned to us at your expense. You are likely to use the Royal Mail for this, and their prices are given on their website if you need to know before ordering from us. Also see Guarantee section above.