Customer Feedback

Frequently asked questions

If you cannot find the answer to your question below, please freephone 0800 622 6224 or use our contact page and we will reply as soon as possible.

We feel that it is because we listen to our customers and, where possible, accommodate their requirements that has placed us at the forefront of mail order sewing machine supplies.

Do you supply second-hand machines?

No, we only supply brand new machines and will be delivered in its original manufacturers packaging. The serial number on each machine will match the number on the carton. We do however, offer ex-demonstrator models which have been used in our shop. We try to turn these machines around often so that they have had little use. We also stock A Grade machines, these have been sent out to a customer, but returned as it was not what they wanted or a part was missing/broken on arrival. These are returned to the manufacturer where their engineers thoroughly check these machines over, replace any broken or missing parts and then these are repackaged. A Grade machines are in as new condition.

Do you take trade ins?

No, we do not sell second hand machines and therefore do not have the facility to take in these machines and sell on again. There are occasions when manufacturers offer a reasonable discount with a trade-in deal, and as we do not normally take in trade-ins we offer the discount to the customer without the trade-in.

Are your prices up to date?

Yes. All prices are current. The price listed for each model is the price you pay. No hidden charges such as carriage, etc. However should you find the same model cheaper elsewhere please contact us and tell us where.

Can I order online?

Yes. We have a daily collection between 4.30 and 5.00pm. Providing the machine is held in stock, orders placed before each collection will be despatched that day.

What if I’m out at the time of delivery?

The carrier will leave a card explaining the time they tried to deliver and also the phone number for your local depot so redelivery can be arranged. There is no charge for redelivery. However you will receive a text/email giving you a 1 hour delivery slot on the day of your delivery (if this service is available in your area). If you are going to be out you can reply to the text/email to change your delivery date, ask to be left with a neighbour or leave in a safe place.

Can I have the machine delivered to my work?

Yes. For payment authorisation, we will need the address where the payment card is registered together with the delivery address.

Can I arrange delivery for Saturday or Sunday?

Yes, but there is a £21.00 surcharge for this service.

Do you stock XYZ machine? I cannot see it in your stock list

In our opinion, not every model, in every range is reliable and/or value for money. We select models from each range which we feel offers the best value with the least likelihood of developing a fault. There is a little self interest in this due to the fact that we pay for warranty collections, not the customer.

How does your guarantee work?

At the time of placing the order, we ask each customer to retain their receipt (which will state the period of cover) and, if possible, the original packaging.

If it becomes necessary for the machine to be returned for repair, we will arrange the collection, repair and the delivery back. We ask that if possible the machine is packaged in the original packaging to protect the machine in transit as we use couriers. We aim to carry out the repairs and deliver back within 7 working days. Whilst the machine is still covered by the guarantee, there will be absolutely no charges to pay providing the fault is covered by the guarantee.

Another dealer is offering a 10, 15, 20 or 25 year guarantee - Can you match this?

It is important to check the terms of some longer guarantees to make sure your machine will be covered if it ever needs attention. Longer guarantees very often include clauses that require expensive regular servicing or have restrictions of use, etc.

Don’t just take the word of the salesman. Ask for written terms of your guarantee before purchase. We often hear of customers who only discover the limitations in the small print when their machine requires attention. They can then be left with a repair bill plus carriage charges because they didn’t have the required servicing records or the machine was threaded incorrectly or the machine had the wrong type of needle fitted or the parts required were not covered under the guarantee, etc, etc. Finding out the limitations of your 10, 15, 20, or 25 year guarantee after purchase can be very frustrating and expensive.

To be clear, the exclusions in our guarantee are the same as stated on the manufacturers guarantee card such as needles, bulbs, etc. The guarantee that we offer is fair and genuine.

Another dealer is offering to collect my machine every year whilst it is under guarantee and service it - absolutely free of charge - Can you match this?

Again, ask yourself if the guarantee looks too good to be true. Read the terms very carefully.

The world wide web has made researching the track record of dealers so much easier with customers leaving both positive and negative feedback on various websites. A quick search on Google for "complaints" followed by the dealers name will uncover plenty of information that will help you decide and if you are still unsure, make enquiries with the dealers local trading standards office. They will also have records of any complaints about the conduct of the dealer.

Do you supply machines overseas?

Yes. Please contact us for a quote if your country is not listed in the International Deliveries table. As a guide, European deliveries usually take 2-4 and 5 days or longer for further destinations such as the Middle East and Far East. The carriers we use for these deliveries are DPD and their partners. These companies offer online tracking and in some countries will also provide a 1 hour delivery slot.

Can you supply the machine exclusive of VAT as it is being taken to a non EC country?

Yes, but we have to arrange shipping ourselves as proof of export to customs.

Alternatively, we can refund the VAT once we have received the appropriate confirmation that the goods have been exported.

What is the weight of XYZ machine?

As an approximate guide, lightweight entry models are 6 KG (13 lbs), alloy bodied models are 8 KG (18 lbs), computerised machines are around 9 KG (20 lbs) and embroidery machines are 12 KG (26 lbs).

Overlockers are generally around 7 KG (15 lbs).