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How to shop

 

Delivery Schedule - Hats Where goods are in stock we aim to dispatch orders within 1 to 2 working days of receipt of your order and in any case within a maximum of 5 working days. If we are unable to supply all or part of your order within 5 working days we will notify you and give an estimated dispatch date (please see also the "Back Orders" section). "Working day" means Monday to Friday (excluding UK Bank Holidays).

Delivery schedules quoted also apply from Monday to Friday only. e.g. Goods dispatched by a next day service on Friday will be delivered on Monday, not Saturday.

Estimated air mail delivery times for overseas orders from the day of dispatch:

  • Western Europe: 5 Working Days
  • Eastern Europe: 7 Working Days
  • United States: 10-14 Working Days
  • Rest of World: 10-14 Working Days

Please note that, for orders dispatched to non UK destinations, we cannot accept claims for loss before 25 working days from the date of dispatch.

We will use reasonable endeavours to deliver goods to customers by the estimated delivery date. The delivery date is not guaranteed nor is it of the essence of the contract. In no circumstances will Jo Storie and ECE Ltd. be liable to the customer for any losses, damages or charges incurred by the customer due to the late delivery of the goods.

If part of your order is not in stock those items immediately available will be dispatched straight away and any unavailable items will be placed on back-order and supplied as soon as they become available. We will give an estimated shipping date for the back-ordered items. You will not be charged any extra for shipping if your order has to be sent in more than one delivery.

You may cancel your order for back-ordered items at any time before we supply. If you need to do this please email us or fax or write quoting your order number (details given in "reaching us" section)

Payment: All prices on the site are quoted in U.K. pounds sterling. They will be converted into your own currency, by your credit/debit card issuer, at the prevailing exchange rate at the time of payment.

Customs: If you are ordering from outside the EU please bear in mind that customs duty or import taxes may be levied on your imported goods. Please check with your local customs office for tax rates and applicability before ordering as you are responsible for payment of import duty and taxes levied by your own government.

Guarantee: Any claim for damage in transit or for goods being defective must be made within 3 days of receipt of the goods. All goods remain the property of Jo Storie until paid for in full. Placing an order is deemed to be acceptance of these terms. See "returns policy" for additional information.

Downloadable PDF patterns: Orders for electronic PDF versions of the patterns will be delivered via an emailing containing a link to click to access and download the PDF. This email will be sent on confirmation of payment of your order. It is your responsibility to ensure that the download process is complete and to save the PDF file. You will only have limited opportunities to download the PDF pattern.

Should you experience any problems with the download process, you must contact natter@jostorie.com quoting your order number, name, email address and the nature of the problem.

You will need Adobe Reader to access the PDF – Adobe Reader can be downloaded for free from the following link:

http://get.adobe.com/uk/reader/

Ordering: The ordering process is straightforward. Select the type of product you wish to view using the navigation and other options on the home page. You can view details of each product by clicking on the product listing.

Add to cart – use this button (which appears on all the product detail pages) to add the product to your cart. Once you have finished shopping, click the ‘checkout’ button. If you have not yet registered with Jo Storie Hand Knits you will have the option to register and provide your contact details and email address which will then be saved for you to quickly access your order details and monitor progress of your order. If you have previously registered, you will be asked to login. You will be able to order as a guest without registering on the site, but will still have to provide details to enable us to process your order.

You will be guided through the checkout process and will then be taken to the secure PayPal site where payment for your order will be taken. On successful completion of your payment you will be returned to the Jo Storie Site and a confirmation page providing details of the purchase you have completed.

On completion of your purchase, you will receive an email from Jo Storie Hand Knits advising you that your order has been accepted and providing details of how to either download your PDF pattern or information on how to track your order for other products.

Payment, Pricing & Promotions: Payment is made in sterling and all prices include UK VAT at the prevailing rate.

We use a secure PayPal facility to take payments and you are able to pay either using your PayPal account or using a range of credit and debit cards. Jo Storie Hand Knits does not at any point of the order process take or store you payment card details as this is all handled by PayPal.

From time to time we offer promotions and discounts. If you have been provided with a promotional code you will be prompted to enter it during the checkout process and the relevant discount will be applied to your order. If you are buying several products, we may offer a percentage discount on the full cost of your order. This will be applied automatically during the checkout process.

Viewing Orders: If you register with Jo Storie Hand Knits you can view the status of your orders at any time by logging into your Jo Storie Hand Knits account on the website. When you place an order, you will be sent an email with a link to your current order.

Updating Account Information: Once you have created a user account on the Jo Storie Hand Knits account, you can log into your account at any time and revise, update and add information to your user profile. Use the Log In option on each page of the website to access your account details.

Should you forget your password, you can request a new password using the ‘Forgot your password’ facility on the Log In page. You will need to supply the email address you originally registered with.

Corrections: We make every effort to ensure that our patterns are accurate and patterns are checked at a number of stages in the design and production process. If you think there is an error in the pattern you have purchased, please visit the FAQ page where we list all corrections and clarifications. If you do not find the answer there, please contact natter@jostorie.com providing details of the problem and the pattern.

Returns & Replacements: UK Distance Selling Regulations give you the right to cancel your contract to purchase any items you may order within seven working days of the date the product was delivered to the stated delivery address. If you wish to exercise this right you must notify us by contacting the team on 07515 900542 or alternatively email us at natter@jostorie.com within the seven working day period and then promptly return the goods to us at your own cost. If you fail to return any goods for which we have refunded your payment, or if you return goods at our expense, we may charge you with the cost of the goods covered by the refund or the cost of the return, whichever is applicable.

You should inspect the goods immediately upon delivery and in all cases must inform Jo Storie in writing (including email) within 3 days of delivery of any damage, shortages or non-delivery of the goods. Goods received damaged or faulty may be returned for replacement or refund. Please contact us in advance for returns address and advice on best procedure.

For goods that are not damaged or faulty, you have seven working days following receipt of your order during which you may return goods. Any such returned goods must be in perfect condition (including any packaging). We will levy a 15% re-stocking fee (minimum £5.00) for returns which do not reach us in perfect condition. The cost of return carriage and insurance must be met by the customer although we can help in the arrangement of this. Please contact us in advance for returns address and advice on best procedure.

For further information in the UK you can consult "The Consumer Protection (Distance Selling) Regulations 2000" which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm

Reaching Us: If you need to reach us, please email us at natter@jostorie.com. Alternatively, you can call from within the U.K. on 07515 900542 (International +44 7515 900542) or write to us at Jo Storie, Ash Place, Hillside, Rothbury, Northumbria,NE65 7YE.