Order and Booking Help
Returns & Refunds
Our returns policy: Our Shop
We want you to be over the moon with any purchases you make in our online shop. If for any reason you’re disappointed with any item you’ve ordered, please just return it (if possible in the original packaging) within 14 days of the date of receipt and we will refund your money or send you a replacement. We are only able to replace identical products, so if you wish to order additional items it will be treated as a new order. When you send your item back to us, we’ll process the returned item then notify you via e-mail of your refund. You can expect a refund in the same form of payment originally used for purchase within three weeks of our receiving your return. Please note that the costs for returning the item to us are non refundable. If you are returning an item because of an error on our part or because it is damaged or defective, we will be happy to refund the delivery charges incurred in sending the item to you and we’ll reimburse your costs in returning it to us. When you return goods, please retain proof of posting from your shipper. Without this we cannot be responsible for any items that fail to reach us. We always try to process returns as soon as they arrive. However, during busy periods, please allow up to 21 days for your return or exchange to be processed. Please note that refunds for items bought as gifts can only be given to the original payer.
Can I exchange an item purchased from your shop?
We’re happy to accept items for exchange providing they fall under our 14 day return policy. Please specify the item you require in exchange for the returned item.
When do I get my refund once I have returned an item purchased from your shop?
You can expect a refund in the same form of payment originally used for purchase within three weeks of receiving your return.
What are my rights under the distance selling regulations?
If you are contracting with us as a consumer, you have the right to cancel your contract at any time up to 7 working days after the day on which you receive the goods you ordered. You must take reasonable care of the goods whilst in your possession and they must be returned to us or collection arrangements made promptly at your cost. If we collect the item from you, you will be charged the cost of collection which will be notified to you at the time of cancellation. You must inform us of the cancellation of the contract. This is not intended to be a full statement of all your rights under the Distance Selling Regulations. Full details of your rights under the Distance Selling Regulations are available from your Local Citizens’ Advice Bureau or your Local Authority’s Trading Standards Office
The below delivery charges apply to all items in our shop except Elna sewing machines, for delivery to UK (except Channel Islands or Highlands and islands of Scotland):
|Number of Items||2nd class Royal Mail||Overnight Delivery (Order must be placed by midday)|
|1 - 3||£2.50||£5.95|
|4 - 7||£3.50||£6.95|
The below delivery charges apply to Elna sewing machines only:
|Number of Items||Tracked courier: 1-3 days|
Unless you are using our next day service, please allow up to three working days for orders to be delivered. At peak delivery times such as Christmas or Easter normal deliveries may incur delays and we would advise that orders placed for any special occasions are made in good time. Deliveries are made normally Monday to Friday, excluding Public Holidays. If there is no one in to receive the parcel then the carrier will follow any delivery instructions given by the sender ie “Leave with neighbour”. Where gifts cannot be delivered they will be returned to the local delivery depot - either a Royal Mail depot or a depot operated by our couriers. In both instances a card will be left at the recipient address notifying the occupier that a delivery was attempted. Collection details and/or options for a redelivery at a convenient other time will be provided on the card. Gifts that cannot be delivered (incorrect addresses, ‘gone-aways’, no response from recipient following delivery attempt etc) will be returned to our offices after two weeks. At this point we will notify the sender that the gift has not been delivered. If you think your recipient may not be at home to receive their gift it may be a good idea to send your gift to the recipient’s place of work.
If the item is not in stock, please allow up to 28 days for delivery to destinations within the UK. It is our policy to despatch items ordered in the shortest possible time, but we cannot be held responsible for any delays or damages occurred while in transit.
Online Purchasing Security
We understand you may be concerned about making card payments to purchase items online. We will do our utmost to keep your information secure by using the latest payment systems and technology. If you still are uncertain about paying via card on the internet, please call us on 01225 421175 and we will happily process your details manually over the telephone.
Can I cancel my workshop booking?
Full, cleared payment is required prior to a workshop commencing. If you find yourself unable to attend your booking and it’s more than 14 days in advance, we can offer a refund minus 30% for administrative fees or you can transfer to a future workshop free of charge. If cancellation is within 14 days of your workshop I’m afraid we are unable to offer a refund. You can always send some lucky friend in your place though - just let us know of the name change please. Alternatively you can rebook onto a future available workshop date, by paying an additional 50% of the workshop value. A full refund will be given if your workshop is cancelled by The Makery for any reason, or you can elect to attend an alternative workshop instead, space permitting.
How do I book a workshop?
Simply browse our workshops online and check availability. You can book online with a credit card, debit card or PayPal account. (It isn’t necessary to have a PayPal account in order to book online). Or you can telephone and pay for your workshop with a credit or debit card over the phone. Alternatively, you can drop into one of our Makery Cafe sessions and pay in person by cash, cheque or credit/debit card. Please note full payment is required in advance. And you will receive an invoice via email or in the post.