When you shop with us (or access our services, apps and websites (our “Websites”), these terms apply. They’re important for both of us as they set out what we expect from each other, and they also give you helpful info. Of course, if you need anything else, get in touch with us here we always love to hear from you!
We keep these terms updated and we amend them every so often, so remember to check back in before you shop, as the latest set will apply.
About you
To shop with us, you need to:
be at least 16 years old;
have a credit or debit card that we accept and
be authorised to use that credit or debit card (e.g. it is in your name or you have permission to use it).
Placing an order
When you place an order, you should receive an acknowledgement e-mail confirming receipt of your order.
We only accept your order once payment has been approved and we have debited the payment card (and then the contract is made based on these terms).
You may be able to cancel (not change) your order within a short period of ordering – timings depend on your chosen delivery method (and will be set out in the acknowledgement email). You can’t change your order – you’ll need to cancel (and/or return original item(s)), and re-order.
All orders are subject to availability and confirmation of the order price. Don’t worry, if there’s an issue with an order, we’ll get in touch with you.
Very occasionally, we may need to refuse or cancel an order or close or freeze an account (even if we have previously confirmed your order) – e.g. if we notice something unusual on an order or an account. If this happens to you and you think we’ve made a mistake, please don’t take offence – get in touch with us and we will be happy to speak to you about it.
Prices and Products
There’s a lot going on here at Pins And Needles HQ we try to ensure that all details, descriptions and prices that appear on this Website are accurate. In the unlikely event of an error in the price of any goods that you have ordered we will inform you of this as soon as possible and give you the option of reconfirming your order at the correct price or cancelling your order. If we are unable to contact you we will treat your order as cancelled and refund any monies due as a result of such cancellation.
If we can’t get in touch with you, we will treat the order as cancelled. If you cancel and you’ve already paid, we will refund you in full.
With items such as yarns and fabrics, we do our best to ensure that the pictures provided bear as close a resemblance as possible to what we are selling, however there are various factors outside our control (such as individual screen differences, or batch variations) so we cannot guarantee that colours will be exact
Prices include VAT (where applicable).
Depending on the value of your order or the delivery option or address you choose, delivery costs may also be charged. Such additional charges will be clearly shown during the checkout process and included in the ‘Total Cost’.
Delivery
Before you finalise your order, you’ll be given various delivery options to choose from with estimated delivery time and dates depending on the delivery address.
At Pins And Needles, we work our socks off to try to meet all delivery times but sometimes there may be delays – e.g. because of postal/carrier delays, logistics or bad weather. We will keep you updated as much as we can and you should be able to track your parcel’s progress.
Check out our Returns Policy for more info, or get in touch with us if you have any issues or questions.
Returning an unwanted item?
Please see our returns page for more information.
If you return an item requesting a refund within 14 days of the item being delivered to you, we’ll give you a full refund by way of the original payment method.
If you return an item between days 15 and 20 we will offer you a store credit or voucher.
We aim to refund you within 14 days of receiving the returned item.
If you request a refund for an item during the above time frames but you can’t return it to us for some reason, please get in touch – but any refund will be at our discretion.
After that?
We don’t accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to you and ask you to cover the delivery costs.
Proof of postage
We strongly recommend you get proof of postage and follow our returns process. Our returns address is:
89 Fellows Lane, Birmingham B17 9TX
Original condition
All returned items should be sent back to us in their original condition together with all of the original packaging.
All items are inspected on return.
If an item is returned to us worn, used, damaged or in an unsaleable condition, or where the above instructions have not been followed, we won’t be able to give you a refund and we may have to send it back to you and ask you to cover the delivery costs. Alternatively, we (at our sole discretion) may choose to reduce your refund to reflect any reduction in the value of an item.
None of this affects your statutory rights.
Promo Codes
From time to time, we may give you Promo Codes that you can use to reduce the price of specified products. Remember, it’s up to you to enter the code at checkout!
Each Promo Code has its own terms, which will be made clear at the time it’s issued to you (e.g. what products, single/multiple use, when it can be used etc).
If you’re given a unique Promo Code that is meant just for you please keep it secret and don’t let anyone else use it or abuse it (e.g. don’t post it on social media). If we think there is or has been misuse of a Promo Code in any way (e.g. selling it or sharing it with others), we can cancel your Promo Code and/or suspend or even close your account without telling you.
We don’t like to do this, but if a Promo Code can’t run properly because someone or something is spoiling the fun for everyone – e.g. fraud, tampering, technical errors or anything else that is beyond our control that affects the running or fairness of the Promo Code – we can cancel, modify or suspend the Promo Code.
Privacy
Our Privacy Policy sets out how we’ll use your information. If your details change, remember that you need to update My Account so we can continue giving you our best service (you can also update your marketing preferences there).
At Pins And Needles, we love being able to interact with and chat to you through social media. However, we can’t control those social media platforms or how you set your profiles on them. Please check and set your privacy settings so that you understand and are comfortable with how your personal information on those platforms will be used.
Bad things you shouldn’t do…
We know it’s obvious, but you must not misuse or tamper with our websites, social media or other services (e.g. hack, introduce viruses, trojans, worms, logic bombs or other technologically harmful material or carry out denial of service attacks etc) or otherwise mess with our tech or functionality or steal our or our customers’ data. Doing any of these things may be a criminal offence and we will report any such breach or activity (and all information about the people carrying it out) to the relevant law enforcement authorities.
We recommend you use virus protection software when using any website, including ours. Although we work hard to stop people tampering with our Website, we can’t guarantee that it will always be secure from bugs, viruses or trouble-makers.
Oh, and you’re not allowed to use automated systems or software to extract data from our Website (AKA ‘screen scraping’).
Troublemakers take note: you agree to indemnify, defend and hold harmless Pins and Needles and it’s staff against all third-party claims, liability, damages and/or costs (including, but not limited to, legal fees) arising from your use (or misuse) of this Website or your breach of the Terms and Conditions.
Intellectual Property
Pins and Needles owns or has permission to use the intellectual property rights in its Website and its content. These rights are protected around the world. All such rights are reserved.
You’re allowed to store, print and display our Website content only for your own personal use. You are not allowed to use any part of the Website for commercial purposes unless you have our express permission.
You’re also not allowed to use the Pins and Needles logo or brand without our express permission.
Linking to our website
It’s fine for you to link to pinsandneedles.co.uk, as long as you do so in a way that is not-commercial, is fair and legal, and doesn’t damage or take advantage of our reputation.
Please don’t link in a way that suggests any form of approval or endorsement by pinsandneedles.co.uk where none exists.
Our Website must not be framed on any other site without our permission.
Complaints
Occasionally things do go wrong and you may want to get in touch with us. If that happens, please contact our Customer Care team, who will work with you to resolve any issues you’re having with our services: [email protected]
Legal things
We have the right to amend, remove or vary our services and/or any part of the Website (including our Ts&Cs) at any time.
These terms and our dealings with you are subject to English law and the exclusive jurisdiction of the English courts.
