Payment, Delivery and Returns
Please also see our full terms and conditions HERE
How do I know if my order was placed?
Once you have completed payment with WorldPay (our payment service provider) you will receive 2 emails; An order confirmation email from Sales (at) Secret Garden Quilting and a separate email from WorldPay confirming the payment has been taken. If you do not see these emails in your inbox please check they didn't go into your spam mailbox.
How can I pay?
All of the prices on the website are in British Pounds Sterling and include VAT at the current rate (where applicable). We accept VISA and Mastercard credit and debit cards. Unfortunately we no longer accept AMEX as they have increased their charges too much.
Are my card details safe on your website?
Yes. All card details are taken through a secure website using the market leading service provider WorldPay. We are also PCI compliant which means that no sensitive card data is held on our computers.
When I place an order when is the amount taken from my card?
When you place an order and fill in your card details you are not charged. We only charge you when we process your order.
When can I expect my order?
We aim to process orders as quickly as possible. We aim to send orders placed before 2pm on the same day but at busy times it could take up to 2 working days. We will send you an email letting you know when your order has been dispatched.
What delivery options are available and can I pick up my order in person?
We send UK orders using Royal Mail for packages up to 2kg. You can choose either 1st or 2nd class postage. Orders over £50 are usually tracked and require signature on delivery. For parcels over 2kg we use a courier service.
International orders can be sent using a standard (non-tracked) service or a premium (fully tracked) service. You can choose the type of service when you complete the order. Please note our standard international shipping does not allow tracking of parcels once they have left the UK. We cannot take responsibility for their delivery and we cannot accept any claim against loss from an overseas delivery address. The premium service does not have this limitation.
You can collect orders directly from Harpenden by selecting the "Collect from Harpenden" option during checkout. There is no delivery charge for this service. We ask that you call ahead before picking up your order to ensure we will be available when you arrive.
Who do you use to post orders?
We use Royal Mail for UK deliveries up to 2kg and Hermes courier service for parcels over 2kg and some bulky items. Parcels with a value of over £50 will need to be signed for on delivery. Orders over £50 will be sent free of charge to UK postal addresses using either Royal Mail signed for service (1st or 2nd class depending on weight) or Hermes signed for service. When you place an order you will be given a choice of whether you want your order to be sent 1st or 2nd class:
1st Class 2nd Class
Gift Vouchers & Patterns : FREE
Upto £15:00 : £2:95 £1:95
£15:01 - £30:00 : £3:95 £2:95
£30:01 - £50:00 : £4:95 £3:95
Over £50:00 : FREE
Do you accept international orders?
Yes we do. Postage for orders overseas is charged at the rates set out below. If for any reason the shipping costs are significantly above normal overseas postage rates (see rates by destinations below) we will send you an email to advise you on actual postage. In this case we will only proceed with the order when you confirm that the amended amount is acceptable.
If you are ordering from outside the UK your credit card company will convert the transaction to your own currency at the time the order is processed and the exchange rate will be shown on your credit card statement
Our standard international shipping does not allow tracking of parcels once they have left the UK. We cannot take responsibility for their delivery and we cannot accept any claim against loss from an overseas delivery address. We are able to provide premium shipping using an international courier service and provide you with a tracking number. This increases the shipping cost. Please select this service in the 'Class of Service' field during checkout if you want to have the parcel tracked internationally.
Overseas Destinations to which we will accept online orders:
European Union: Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden.
Rest of Europe: Andorra, Croatia, Iceland, Norway, Switzerland.
Rest of the World: Australia, Canada, Hong Kong, Japan, Kuwait, New Zealand, Singapore, South Africa, Saudi Arabia, United Arab Emirates, United States of America.
STANDARD INTERNATIONAL (NOT TRACKED) RATES:
EU Rest of Europe Rest of World
Gift Vouchers : FREE
Upto 2 Patterns : £2.50 £3.00 £3.50
Upto £12:00 : £4.50 £4.50 £5.00
£12:01 - £25:00 : £6.00 £6.50 £9.00
£ 25:01 -£70:00 : £8.50 £9.00 £12.50
Over £70:00 : £13.00 * £14.00 * £16.00 *
* Please note all international orders over £70 will be sent using a tracked service
PREMIUM INTERNATIONAL (FULLY TRACKED) RATES:
EU Rest of Europe Rest of World
Gift Vouchers & Patterns : £9.00 £9.00 £10.00
Upto £12:00 : £9.00 £9.00 £10.00
£12:01 - £25:00 : £11.00 £11.00 £13.00
Over £25:00 : £13.00 £14.00 £16.00
What if I don't receive my order?
It is rare but sometimes parcels get 'lost' in the mailing system. If you think your parcel may have been lost then please contact us. We will then advise you on what to do.
What happens if an item is marked as Low Stock or becomes out of stock?
If an item is marked as Low Stock please call us before ordering so we can let you know how much is available to order. All orders are subject to acceptance and availability. In the rare case when the goods you have ordered have gone out of stock, we will contact you by e-mail or phone (if you have given us details). You will have the option either to wait until the item is available from stock or to cancel your order.
Do you send out samples?
We regret we are unable to send out fabric samples. Every effort is made to reflect the product colours as accurately as possible but differences in monitor displays and resolutions mean we are unable to guarantee exact colour matches. If you are concerned about a particular fabric please feel free to contact us to discuss before ordering.
What if I'm not happy with my order when it arrives?
Your satisfaction is important to us, so if you are not happy then please contact us within 14 days of the date of sale. We can then either offer you an alternative or give you instructions to send the item back for a refund. Please note that we can only offer refunds on orders returned in the original packaging (for example; if you wish to return a jelly roll then please do not unwrap it). Pattern PDF downloads and printed patterns that have their seals broken cannot be refunded. Please note that we do not refund any postage costs. If you are posting goods to us for exchange or refund, please obtain a proof of posting as we cannot be held responsible for items that are damaged or lost in the post.
Please see our full cancellations and returns policy in our terms and conditions page.